CasinoMarriott - Player’s winnings have been reduced to x10 of the last deposit.

I won 500 euros they said as I only just joined and played with 20 the rule is winnings time 10 told me to re send a withdrawal of 250 I have met all the requirement documents then they ask me bank name so I gave the all the details have since written 6 emails which they will not reply to have been in live chat and they tell me to email them

Dear Ann,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions (no bonus terms), and this is what I found https://casinomarriott.com/:

"All Deposits of 999.99 USD/EURO/GBP/AUD or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory when it’s applied to a real money game.

Please, could you advise if you have accumulated winnings with or without any active bonus and clarify how much was your last deposit? Ideally, you could forward your "cashier" history to petronela.k@casino.guru. Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

I realized that they ask me to submit another request for 250 which I did it’s been over a month now and it is on hold and they won’t answer to my emails surely this cannot be right as they keep sending me emails to play again chat is not helpful at all

I used active bonus but played through the requirements I have no active bonus with them

Could you please specify how much was your last deposit which triggered the promotional offer? 

It was 20 euro

If your deposit was €20 why you've been advised to place a withdrawal of €250? Is there any relevant communication that you could forward to petronela.k@casino.guru? Thank you in advance.

They have blocked me for seeing my history and deposits also they have took away my 250 of the holding still not answering my email I have a picture but it won’t let me send it of the screen shot I don’t know how to shorten it this site is well dodgy am so stressed with them

Have sent you it through your email hope you got it ok

Screenshot from the player:

Thank you very much, Ann, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to contact the casino to ask them to join here and help us resolve your issue.

Good luck with that they are not answering my emails

Still not had my 250and they still not replying to my emails

Unfortunately, we still haven't receive any answer from the casino. Extending the timer by 7 days to give the casino enough time to respond to us.

Dear Ann,

I'm really sorry that we are not able to help you more but we still haven't receive any answer from the casino, and as it is unresponsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help. The complaint will now be closed as unresolved, which could lead to casino's rating deduction.

Best regards,

Nick

Casino.guru

The complaint was reopen on the casino's request based on the following e-mail:

"Hello,

Thank you for contacting CasinoMarriott support.

We sincerely apologize for the delay, due to some staff changing in finance and back office department. This will never repeat itself.

We processed the transaction for this user.

Best regards"

Dear Ann,

could you please advise if you have received your winnings?

i have received the 250 but part of my complaint was that I won 500 and was only allowed 250 as they put the 10x rule into affect which my argument is that if I won a jackpot or large amount why can’t you have the money you won so everyone will lose a percentage of there winnings so the casino wins every time a disgraceful act on the casinos part people should know before they bet that this will happen . As a pensioner I was thrilled to have won this amount but soon turned to disappointment

Dear Ann,

I gladly hear that you have received the part of your winnings. However, as long as the winnings were generated from bonus money, the casino has every right to limit the winnings from the bonus as it's just a good-will of the casino to give out bonuses. It would be a much different case if there would not be a bonus involed as we find it unfair to limit the winnings generated from real money, but in this case there is nothing unfair from the casino's side. Is there anything else we can help you with? If not, the complaint will be closed as resolved, as the casino paid out your legitimate winnings.

The complaint will be now closed as resolved as the player received his legitimate winnings.