ComicPlay Casino - Player's winnings significantly reduced.

I learned the hard way to not bet over the maximum allowed bets and always ask support to confirm maximum cashouts when taking a bonus... Most of us do.

I've attached two separate transcripts. One from before the win and one after.

At Comic Play, I had recently broken the rules on a Welcome Bonus. I got four 3s with the kicker (4 in this case) on Triple Double Bonus Poker with an allowed bet of $25 ($10,000 win). Admittedly, I broke the rules betting $60 - $80 - even $100 a spin after i won the card hand, so I lost everything except for my deposit.

Now, I see another bonus opportunity. I tried the Wonder Box promo and won a 450% bonus. On Comic Play the T&C of these Wonder Boxes states "maximum cash out varies depending on the bonus so be sure to check..."

Well, to my knowledge there is no listed T&C for the 450% bonus, so i went to support and asked them BEFORE i deposited what are the max bets and max cashout. (transcript attached).

I was told, and I even verified with the guy twice in the attached transcript there is NO MAX CASH OUT with a max slot bet of $10 and a max poker bet of $25.

I hit a grand jackpot with an $8.40 bet. I immediately contacted support and asked them if my bonus was good (transcript attached). i was told i could only cash out $3,500 (@ $2,500 a week). I was transferred to a manager who apologized for what the person told me but it wasnt true.

And the will not honor it. It's just a bummer... like come on. I don't even know if they are going to pay out the first $2,500. I'm very doubtful. They did confirm i didn't violate the bet restrictions. They just are only going to give me half my winnings. It is a real bummer to FINALLY win a grand and then have this nonsense ruin it.

Thank you Casino Guru. If nothing else it was nice to share.

Dear zlitwin90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions for Wonder Boxes promotional offer, and this is what I found (here):

While this isn't the precise bonus you initially received and activated, it's crucial to note that each bonus specifies a maximum cashout in the accompanying pop-up window.

Even if you possess a transcript from a live chat where no maximum cashout is mentioned (incidentally, I couldn't open the attached transcripts), it's important to emphasize that the written terms and conditions always take precedence. I acknowledge that this situation is less than ideal, and casino staff should consistently furnish players with accurate information. Nevertheless, human errors are inevitable, and although the casino should be held accountable for its employees' mistakes, we believe that clear terms and conditions should serve as the primary guide for players. If they are articulated explicitly, we tend to align with the casino's standpoint.

• If there’s any relevant communication, please forward it to petronela.k@casino.guru.
• Could you please advise if you received any winnings already?

Thank you in advance for your reply.

Best regards,

Petronela

Hi! Thanks for responding so quickly.

No I have not received winnings from the original $10,000 win nor the second $7,000 win with the cash out max descrepancy.

It was strange how quickly the opportunity to review the terms & conditions on that bonus disappeared. The bonus itself is no longer listed.

Thank you for your insight and advice. While not an ideal response it is absolutely valuable.

Regardless, Casinos like Mirax and Bit Starz are far more fair. I shouldn't have allowed myself to get sucked into these crazy welcome bonuses and I won't again!

I've emailed the correspondence between me and the casino to that email provided. The first email you should receive from after the win, the second email is from before the win. I accidently labeled the one from before the win as after sorry.

Thank you again!!

Hi zlitwin90,

Appreciate your sending over the live chat transcripts. Initially, I believed a human error led to the confusion regarding the maximum cashout rule. However, upon examining your communication with the live chat from the early morning of January 13th, I came across the attached screenshot.

Regrettably, the same bonus is no longer accessible on the website for verification of the current rules. Nevertheless, it appears evident that the promotion you redeemed explicitly mentioned no maximum cashout, a confirmation even provided by a live chat agent.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, zlitwin90,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite ComicPlay Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear ComicPlay Casino team,

Could you please provide us with a detailed explanation of the player's situation? Why has a part of the disputed winnings been confiscated if it seems that there was no maximum cashout attached to the used bonus (screenshot above)? Is it possible that the Bonus rules were updated later than the player accepted them?

Also, if you can check the communication between the user and a Live Chat representative, he clearly confirmed several restrictions for the bonus in question before the player played with the bonus. Where did the casino take the maximum cashout of 35x from?

Can you share with me the specific Terms and Conditions that were accepted by the player for that bonus?

If there was a breach of other of the casino's rules, can you substantiate it with relevant evidence?

Feel free to send the necessary details/evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

oh my goodness thank you guys!!!! I thought I had lost my mind.

Also, I just got my first payout and I have another transcript to attach. They only sent me $300. They made me request again and wait again…..

Thank you for your feedback. After consulting with our colleagues, we can confirm that your current balance is free from any restrictions (maximum CO) and that your funds remain fully withdrawable, with no deductions applied.

Upon reviewing your chat communication with the relevant team, it has come to our attention that a human error on our part contributed to the confusion. We apologize for any inconvenience this may have caused and assure you that my colleagues are actively working on your cashout. As we can see, for the past two days, our team has sent you $1,300 in withdrawals, and more is still to come till the end of the week, which falls within the limits stated on the website.

Please kindly let us know if you need any further heads-up.

Thank you, Comic Play. I do appreciate your response and I can confirm all that you've stated is true, and I will be glad to provide a more than positive review once we finish cashing out. And I might even return.

Thank you,

Zack

Zack, thank you so much, we are more than glad to continue assisting in any way!

Regards,

ComicPlay.

Can you confirm whether or not my account has ANY restrictions on it including Max Bet?

Thank you both for your replies and updates, as well as for the email from zlitwin90 (where my colleague Petronela put me to CC). Good to see progress.

Dear zlitwin90,

If I understood it correctly, the weekly withdrawal limit is $2,500. It means that it will take 3 weeks until your disputed winnings are withdrawn completely. Therefore, now I will extend the timer for a longer period (3 weeks) and will wait for your confirmation about the successful withdrawal of all the disputed funds or an update.

As for your questions directed to the casino - I will try to explain to you in short and in general - if you claim a bonus, there will still be some restrictions, and you should be able to find the details in the casino's general bonus terms and conditions and specific terms and conditions for a bonus claimed.

However, I strongly recommend you wait unless all the disputed funds are withdrawn, and then ask the casino about the details of your account or possible restrictions. It mainly depends on the last action and activity on your casino account and the casino's terms and conditions.

If you would like, we can ask the casino about it after withdrawing the disputed amount.

Thank you for your patience and understanding.

Dear zlitwin90,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The disputed amount will be changed/updated according to the last update from the casino and confirmation from the player.

The player can reopen this complaint anytime or contact me by using my email stated several times above.

Thank you very much, ComicPlay Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru