Big Dollar Casino - Player's payouts heavily reduced after cashing out.

I was lured into the match play at Big Dollar Casino. I deposited my money and low and behold I hit big. I have played many other online casinos and never had an issue cashing out. I tried to cash out and was told I need to do the play through of $15,000. YIKES! I decided to max bet and got my winning up to $10,000 and reached my play through! I was excited! I cashed out $4000 through the cashier (minus $20 fee for wire transfer). I played a little more and got ahead even more. I cashed out another $3000 (minus $20 fee again). I got email confirmation for both. I had to upload pictures of me and my ID. DONE! I got a two more email saying that everything was approved. I received a deposit for $960. Hmmmm...I thought maybe it was a mistake as that is $6000 short. I reached out again to customer service and was told that was my total payout? WHAT? last time I checked, that math don't add up. I called and was told that match play you will only get $1000 back. If that's the case, then why do you let anyone cash out more then $1000? They even claimed one of the winning was reversed. I never reversed anything! So now my big win was a BIG disappointment. I feel scammed and that it shouldn't allow you to claim winnings you won't receive. I have attached what was allowed by have many more. I hope someone learns from my mistake!

Dear blueyz23,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional details?

• Could you kindly let us know if your bonus balance converted into real money balance while you were playing?
• Additionally, were your winnings capped or reduced at any point during the game session aside from the end?

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

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.

• Could you please advise which exact bonus you have redeemed any played?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I did a deposit with a 300 for 500% match pay. I was not able to redeem at first and reached out to them via chat and was told I could not cash out any money until I did a play through which was $15,000. I did that with the winnings and was able to make 2 separate redemption which totaled $7000. I won more then that and played that back.

At no time was the rule about $1000 Mac brought up, just that I needed to play through $15,000.

Hi blueyz23,

Apologies, but if you review any promotional offers on the website, you'll notice that "Ts & Cs Apply," indicating terms and conditions. Within these terms, you'll find a paragraph detailing the maximum cashout limit for bonuses. It's standard practice for online casinos to impose restrictions on maximum payouts for their promotional offers. For future reference, I highly recommend checking the rules before activating any bonus to prevent misunderstandings.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.