Big Dollar Casino - Player feels winnings were reduced.

I won 1350.00 and wished to withdrawal. They are using the reason I played with a bonus, which includes my deposit, to only give me a portion of the winnings. Absolutely dishonest. Other casinos just simply pay out the whole amount. Big Dollar will review it to death and find a way to keep alot if it.

Dear gcapalmer1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino reduced your winnings? I checked the Bonus T&Cs and I found this:

11.10.2. Deposit bonuses of 101% or greater carry a maximum withdrawal of $1000. Deposit offers of 100% or lower carries no maximum withdrawal. Free Bonus, Free Spins, Tournament Wins, and Medal Promotions carry a maximum withdrawal of $100. When a deposit is made and a match/deposit bonus has been claimed, once wagering is met, the entire amount turns into Cash. The casino does indeed reserve the right to decline your withdrawal should we suspect foul play.

11.10.3. Where a Discretionary/Free bonus is awarded (excluding Deposit Match Bonuses) by the Casino Support Agents, the bonus rewarded will have a maximum withdrawal rule of $100 imposed as stated in Section 10: Maximum Withdrawal and the remaining balance will be voided.

Deposit Match Bonuses of less than or equal to 100% do not have a maximum withdrawal restriction. Deposit Match Bonuses greater than 100% carry a $1000 maximum withdrawal and need to be wagered through sixty [60] times. The remaining balance will be voided.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which bonus you played with? Please post a link or promo code you used to activate the offer.
• How much did you deposit in order to activate it?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear gcapalmer1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.