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1 month ago

HI i redeemed my comp points on the 16 th of feb 2024 of an amount of 340 rand just after i played a free spin bonus and won a full 9 rand from that i then continued to play as my comp points was no real money after winning a couple of thousand rands i requested a withdrawal please see below info

You can see the bonus was 9.45 i recieved 10 % of this is 0.9 cents there is no game that can play this amount but also note that the bulk of my money was from my comp pionts that in reality real money that i played with

We hope you're doing well.

We wanted to inform you that while the minimum bet in the game would have been accepted, we noticed that you went straight to a bet of ZAR 120 right after receiving the bonus.

Please be reminded that it's important to adhere to the wagering requirements and appropriate bet limits when using bonuses. If you have any questions or concerns regarding the wagering conditions or any other aspects of the game, feel free to reach out to us. We're here to assist you.

Thank you for your understanding.

Regards,

Verifications

Dispute Resolution Official 12 days ago

Hi Lucan - welcome to CasinoReviews.com!

Firstly - bonus buy features ARE bets. They are simply one large bet on the outcome of a bonus feature.

Having reviewed the play history in question we are inclined to agree with your claim partially. You did violate the maximum allowed bet term whilst playing with a bonus. This does invalidate the bonus contract and would result in your balance being reset to pre-bonus conditions.

However, you completed the wagering requirement with 789.45ZAR. Resetting your balance to pre-bonus conditions would leave you 361ZAR. The majority of the balance that has been voided was accumulated AFTER the wagering requirement was completed, and can be attributed to non-bonus play given that your balance did not drop by 361ZAR after that point.

As such, we view would view 5346.75ZAR to be legitimate winnings and will contact the operator to discuss further.

Thanks,

You can see the bonus was 9.45 i recieved 10 % of this is 0.9 cents there is no game that can play this amount but also note that the bulk of my money was from my comp pionts that in reality real money that i played with

On Feb 28, 2024 at 12:46 PM, Mark wrote:

Good day Lucan Van Der,

Thank you for reaching out to us. We appreciate your email and the opportunity to address your withdrawal request.

Upon thorough review of your withdrawal request, we observed that several bets placed exceeded 10% of the bonus amount credited to your account. As outlined in our Bonus Terms and Conditions, this contravenes our policy.

For your reference, we have attached the game history for your review. Please take a moment to go through it to see the specific bets that have breached our terms and conditions.

The terms and conditions for each bonus are readily accessible on the respective bonus pages within our casino, providing all players with the opportunity to review them before availing themselves of bonuses. We've included the relevant section here for your convenience:

"The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero, or low-margin betting.

3. Betting on a non-slots game, such as a table or card game.

4. Betting more than ZAR 60 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game.

5. Betting on non-allowed games (Please see 'Non-Allowed Games' for a list of non-allowed games).

6. Using a 'feature buy' or Buy Pass function within a game.

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed."

By claiming the bonus, you have accepted the terms and conditions of this bonus, which includes the removal of the winnings clause.

We have therefore cancelled your withdrawal request and voided the winnings.

Should you have any questions please reply to this email or contact our customer support via live chat on our site.

Our industry-standard services and terms are legally ratified by the Malta Gaming Authority and are written clearly enough for players to follow and understand.

Our casino is licensed by the Malta Gaming Authority (MGA), widely regarded as one of the best regulatory bodies in the entire gambling industry. The MGA enforces strict guidelines to ensure fair play, player protection, and responsible gambling. They continuously monitor and supervise licensed casinos to maintain high standards of operation.

On review of your withdrawal request, we see that a number of bets were placed that were greater than 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed.

We have therefore cancelled your withdrawal request, and voided the