Club Player Casino - Player's winnings were confiscated.

I got a bonus on a new game that the bonus was 13.00 and the max cash out was 500.00. I met all bonus requirements of play through required. I made a bitcoin deposit of 47.00. I played that through 1x and then requested a withdrawal of 490.77 and they rejected the withdrawal, took the winnings, then issued a promotional credit of my 47.00 back.

Dear apannate22,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Allow me to ask you a few questions so I better understand the situation.

Could you please advise if you made a deposit before redeeming the free bonus? Could you please explain what feedback have you received from the casino as to why your winnings were confiscated?

Thank you in advance for your reply.

Best regards,

Tomas

They said I mixed the balance by making a deposit. However I did the required play through and everything before I ever made the deposit

It makes no sense. I could understand what they are saying if I had not even met the play through requirements but I did. Technically what I did was lost all the way down to under a dollar on the bonus where a play through is not required then I started winning and still did the play through all the way through in case they tried to pull that card.

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Thanks for your patience,

What were your winnings from the no-deposit bonus 'ALIENSPINS65'? Were the winnings above 13 USD?

It was free spins so it was based on winnings from the spins the value according to the transactions says 13.00. I don’t remember what the balance was but it said the max cash out was 500.00 so I won a low balance from spins, played and then started winning and did the play through

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Thank you for your patience yet again, apannate22, and for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello apannate22,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Club Player Casino to join the conversation.

Dear Club Player Casino,

Can you please provide some information regarding the player's voided winnings?

Greetings all,

I had the opportunity to review your account apannate22 and the note in the account related to your denied withdrawal does indeed say mixing funds as the reason for denial. I think you would be correct in this case and I could have argued in your favor perhaps, however there is an additional issue at hand here unfortunately. The terms and conditions of the casino and the free bonuses themselves state that only one free chip is valid between cash deposits, in this case the win is on the 6th consecutive free chip with no cash deposits until after the win. The cash deposit was removed, re-deposited as cash for you and you played it, there's nothing I can do to assist here I'm afraid.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Club Player

Look how they pulled this. Interesting how you all have gone every step of the way to argue it, take the winnings, then took the 47 on top of it

Thank you for the response and evidence, Nick / Club Player Casino.

Dear apannate22,

As the casino mentioned, we've received evidence that you have claimed 6 No deposit bonuses without a real money deposit between them, so the casino has just followed its T&Cs. as mentioned here:

17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal