ComicPlay Casino - Player's winnings were capped.

Hello the reason for my email today is to inform you of how bad comic play casino is. I went on their site and clicked on no deposit bonus free spins I was under the impression that no deposit was required. The stipulations that were set in my view was there was no deposit required for those free spins. You must play $2,000 in order to withdraw up to 60 dollars of your winnings. So I proceeded to play the free spins and one $12,000 which was taken from me abruptly and put to the $60 limit. So I proceeded to contact customer service about losing the $11,000 and how do I go about withdrawing the 60. I was then informed that I must deposit $40 in order to withdraw the $60 which has to be $100 to withdraw. So I proceeded to add the money that was required and in the meantime off of the $60 I won I decided to play with. well I won another 2,000 plus dollars from it and was then advised that that $2,000 is no longer withdrawable because it was off of the $60 that I won from the prior day. I spoke with the supervisor about if I will be able to withdraw my $2,000 and was told that it was not withdrawable because that $60 had stipulations beyond the fact of I won it. Now I'm no expert however that company is taking people for their money even if they won it fairly and play the amount they required. Why would anybody ever want to play at a casino that refuses to allow you to play off the winnings that you won from the prior day and withdraw up to their limit of 2000k per week. The supervisor advised me that all the money I won off of the winnings is not withdrawable I'm only able to withdraw the $40 that I put in and the $60 that I won the prior day. No more no less is allowed to be withdrawn during that time any amount over that amount is negated. This is not fair gaming it's a scam just to get people to their casino to not pay the winnings that they won. I believe that this casino should be shut down for unfair practices. There is no excuse in the world that should allow a company to put stipulations on an amount that was fairly won. The money I won should be my money and I should be able to spend it or take it how I see fit. If that company would put those stipulations boldly in front of the customer rather than in their small terms and condition on a whole nother page other than the page of accepting the bonus a whole lot less people would accept it. I am very disappointed with this company I'm closing my account with them completely and I advise anyone thinking about going to this casino to not use their so-called no deposit free bonus spins. They took almost 15k$ from me because of stipulations that aren't shown visually when accepting there terms. There customer service is horrible I spent more time talking to there management then playing the games. I would add the transcript that I emailed to myself to show you what was stated however it exceeds the maximum letters amount set on your page which is 5000.

Dear Coleortiz,

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

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

Do I understand correctly the 2000 you won, was from a real money deposit of 40 USD ?

Did the casino cite any rule from their terms&conditions to justify their decision not to pay you your winnings?

Could you please send me communication from the casino to my email at tomas@casino.guru?

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

Best regards,

Tomas

So the money I won the prior day was 11k which was taken down to the 60 then the following day I deposited 30 into the account but while the money was taking its time to deposit into my account through btc I played with the 60 that show it was redeemable. They did tell me over and over again the terms and conditions. Then because the management said the money that I won the 2000k isn't redeemable as I told him I deposited. They cited to me the terms again. And I had to blow 2000k just to redeem the 100 then I would have to wait 3 days for their kcy department to verify my information then I had to wait another 5 days for the withdraw to take place before I would even be able to play with my own money as my own. So I spoke with a manager again about it she said I have to make it back up to the 100. She cleared the stupid coupon gave me 75 comp and let me play. Well once I redeemed the comp points my luck dropped from winning ok to lost everything. Then the customer service rep decided to give me another stupid coupon with more term and conditions added. It was a complete nightmare. I even emailed the transcript to myself because of how badly they handled the situation. I mean geeze I have them over 9k$ the day before it was just wipped from existence. I didn't know I would still be under the terms after they took me for 9k

Oh I forgot yeah now I'm getting this ridiculously long message on all there sites and their sister sites stating terms and conditions. Which is their fault in the first place bye naming the coupon no deposit required bonus and not visually showing the terms on the same page as the must wager 40x

Thanks for your email. Please send me the transcript you saved as well so we have a complete picture of the situation.

Thank you in advance.

I understand this is frustrating,

The fact that the bonus has a maximum win amount is nothing unusual, but the fact your winnings were capped twice is, especially after you deposited real money in the casino.

Is there any communication between you and the casino regarding 2000$ that were void after you continued to play with your deposited amount? Please send it to me as well. Thank you in advance.

Dear Coleortiz,

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.

Sorry I just seen your response so I'm not sure I thought I sent you the transcripts. Can you please verify that you received the 2

Ok Thomas I sent I believe 4 transcripts to your email you should have received them

Thank you very much, Coleortiz, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Ok thank you. Why am I transferred? Just wondering first time I've used this.

Hello, Coleortiz,

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 an explanation of the player's situation in more detail? Is the casino able to substantiate its claims with relevant evidence? Can you provide me with the player's complete game logs?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Game logs? How do I do that?

The second part of my post was directed at the casino representative, not to you. You can see I also invited the casino to the thread and set up the timer for them.

Please, be patient and positive, and let's wait for the casino's response and details.

Thank you for understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Coleortiz,

I was in contact with a casino representative outside of the thread.

Unfortunately, we had an old contact set up for complaints purposes in our system, so the casino was not notified about the complaint at all.

Just letting you know that we are working on fixing and update of the casino representative account. However, in the meantime, they should be already able to reply directly here.

I am sorry for the inconvenience caused, and thank you for your patience and understanding.

Dear ComicPlay Casino team,

Could you please look at my post added on June 22, 2023, and provide us with the requested details?

Your welcome

Dear Coleortiz,

I was in contact with the casino representatives, and I was provided with the following reply:

"Thank you for your feedback. The respective team has reviewed your account and informed me that the reason your winnings were capped at a $60 max cashout ($100 together with the $40 deposit) is that they were gained exclusively with the funds that originated from the No Deposit Bonus.

I've been informed that according to your account history, the No Deposit Bonus was claimed at 17:04:04 5/25/2023 and the wagering was completed at 17:24:31 5/25/2023. Upon the wagering completion, the system automatically deducted the exceeding winnings ($10,632) and adjusted the balance to the max cashout ($60) according to the Bonus Terms.

At that time the bonus was ready to be withdrawn and a $40 deposit was needed to meet the conditions (Bonus Terms, No-Deposit Bonuses, 9. In case the maximum cashout limit of the Bonus or the total of associated winnings is lower than the minimum amount allowed for cashout ($100*), the difference has to be deposited). However, my colleagues informed me that you kept playing with the bonus winnings, won $2338.19 more (the max cashout was still capped at $60 as you were playing with the money won off the same No-Deposit bonus), and only after that made a $40 deposit at 20:24:16 5/26/2023 on top of the bonus winnings ($2338.1) meaning to withdraw from the bonus. As I was informed, that was the exact reason why the full $2338 was not withdrawable at the time (only $60 max + $40 deposit), because it was gained exclusively from the No-Deposit bonus, and the same terms were still applied.

To summarise the case, the respective team assured me that everything was in full accordance with the Terms and Conditions and informed me that Customer Support operators had pointed out to you that according to General Bonus Terms, Bonus terms, point 5, if the bonus comes with a maximum cashout, it applies to the whole balance until it drops below $0.3 (30 cents) or the winnings are withdrawn. All winnings exceeding the maximum payout will be voided after the wagering requirement is completed or upon withdrawal)."

Although I provided the casino with a link to access the complaints and asked them to provide me with the necessary details to set up/update their casino representative account in our system, my emails were likely lost, and/or there is a problem in communication. However, I am still in contact with the casino representatives, and you will be informed about any updates.

Dear ComicPlay Casino team,

Please, see my last email with my previous emails with further instructions regarding the casino representative account and this particular case attached, and provide us with the necessary information.

Feel free to reply directly here using the authorization link shared in one of my emails or via email.

The information and details requested for reviewing the case on our side were sent via email.

"Could you please also provide me with the information on what exact rules from the casino’s terms and conditions were applied in this case and where can I find them?

And main questions – why should the casino apply the maximum cashout limit for any bonus twice? And why should bonus terms apply if the player met the wagering requirements and already had $60, which was, at that point, already real money/withdrawable balance? What is the difference between withdrawing and depositing it back to the casino, and continue playing with such funds?

It’s common that bonuses are ended when the wagering requirements are met (and no other rules are breached) or upon making a withdrawal. If the wagering requirements were met, and the funds were converted to a withdrawable real money balance, the player should be allowed to do anything he wants with them, and there is no justified reason for bonus rules application anymore.

Basically, he even was not obliged to make the $40 deposit if his winnings were more than $100, accumulated from the real money balance of $60." - Just to verify his payment method.

The respective team has reviewed the account and informed that the reason the winnings were capped at a $60 max cashout ($100 together with the $40 deposit) is that they were gained exclusively with the funds that originated from the No Deposit Bonus.

We've been informed that according to the account history, the No Deposit Bonus was claimed at 17:04:04 5/25/2023 and the wagering was completed at 17:24:31 5/25/2023. Upon the wagering completion, the system automatically deducted the exceeding winnings ($10,632) and adjusted the balance to the max cashout ($60) according to the Bonus Terms.

At that time the bonus was ready to be withdrawn and a $40 deposit was needed to meet the conditions (Bonus Terms, No-Deposit Bonuses, 9. In case the maximum cashout limit of the Bonus or the total of associated winnings is lower than the minimum amount allowed for cashout ($100*), the difference has to be deposited). However, my colleagues informed me that you kept playing with the bonus winnings, won $2338.19 more (the max cashout was still capped at $60 as you were playing with the money won off the same No-Deposit bonus), and only after that made a $40 deposit at 20:24:16 5/26/2023 on top of the bonus winnings ($2338.1) meaning to withdraw from the bonus. As we were informed, that was the exact reason why the full $2338 was not withdrawable at the time (only $60 max + $40 deposit), because it was gained exclusively from the No-Deposit bonus, and the same terms were still applied.

To summarize the case, the respective team assured that everything was in full accordance with the Terms and Conditions and informed that Customer Support operators had pointed that out according to General Bonus Terms, Bonus terms, point 5, if the bonus comes with a maximum cashout, it applies to the whole balance until it drops below $0.3 (30 cents) or the winnings are withdrawn. All winnings exceeding the maximum payout will be voided after the wagering requirement is completed or upon withdrawal).

Dear ComicPlay Casino team,

Thank you for your response and explanation. However, it looks the same as the previous information provided by email that I posted above.

Although everything could have been in accordance with the casino's terms and conditions, it does not mean that these terms and conditions are completely alright, or that they are applied by the casino in a correct way.

Let's say the player deposited $40 on top of his already withdrawable balance of $60, cleared from everything over the maximum cashout amount for the bonus in question. What should have been done on the player's side if he wanted to continue playing with these funds? If these funds should have been withdrawn after depositing $40 to the account - where is it stated, please? Was the player informed about it?

If the $60 was a withdrawable balance, were all the player's funds available in the same balance (with $40)? Do I understand correctly that the player decided to play with $100 (after making the deposit), and only then the disputed funds were accumulated?

There are still questions that have not been answered at all. Therefore, I will repeat them once again.

"And main questions – why should the casino apply the maximum cashout limit for any bonus twice? And why should bonus terms apply if the player met the wagering requirements and already had $60, which was, at that point, already real money/withdrawable balance? What is the difference between withdrawing and depositing it back to the casino, and continue playing with such funds?"

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to send some clarification on regards to the situation here.

No-Deposit Bonuses are special bonuses that may be given to the Player so they can try their hand in the games before their first deposit. All No-Deposit Bonuses come with the maximum cashout bonus amount X2. After the wagering requirement of a No-Deposit Bonus is met, at least one deposit should be made to verify the payment method before any cashout is possible. In case the maximum cashout limit of the Bonus is lower than the minimum amount allowed for cashout ($100*), the difference has to be deposited and wagered 1x the amount of deposit. The client has won with the no deposit bonus code $30 that comes with max cash out in the amount of $60. User has deposited 2 times in total $39.81 and was advised that there is a need to wager the amount of the deposits placed to cash out winnings from ndb. ( Max CO from bonus $60, total deposits $39.81, altogether 99.81, almost $100, we would have done exception and added 0.19 cents to round up the winnings to min payout after system deduction) though the client decided to keep playing with the balance and played the funds down.

Please let us know should you need any further clarification on this case

Dear ComicPlay Casino team,

Alright, now it is a bit more clear.

I can see that in a casino account in ComicPlay Casino, there is only 1 balance displayed in the up-right corner. After opening it by clicking on this button, there are 4 types of balance: My balance, Cash, Bonus, and Comp Points. It makes sense that cash and bonus balances are divided according to the balances' names. However, what amount is please displayed in a green button, and what balances are included there prior to opening it?

At the point of conversion and deduction of the exceeding amount for the first time, everything over $60 - fulfilling the wagering requirements - where did the player's balance go and how was it visible in the green button as the amount of available balance? Were those $60 moved from the Bonus balance to the Cash balance, or is it usually in the Bonus balance until it is withdrawn?

If it was moved to the Cash balance after meeting the WRs, was it displayed differently?

If it was left in Bonus balance, did somehow change what the user saw after meeting the WRs?

Are bonus funds after meeting WRs and deducting an exceeding amount available in the same type of balance as the real money deposit?

Let's say the casino would have added $0.19 cents to round up the winnings to min payout after the system deduction, and he wagered the deposit(s) 1x - what would have happened if he continued playing with such $100 and won, please? Could he then withdraw all the winnings, or would it still mean that part of his winnings was accumulated also partially from the no-deposit bonus winnings, so it would have been cut again?

Also, more than a month ago, the casino representatives were informed about the complaint and were asked to provide me with the relevant evidence to support their claims. Therefore, I am repeating my questions.

"Is the casino able to substantiate its claims with relevant evidence? Can you provide me with the player's complete game logs?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

It would be highly appreciated if the casino could provide us also with the player's transaction history if it is not visible in the game logs.

Thank you for understanding. Looking forward to hearing from you.

To support our claim we've attached the player's gaming report. As is evident from the spreadsheet we provided, the disputed funds ($2425.34) were accumulated with the winnings from the No Deposit Bonus, not with the deposit itself. The max cashout was still capped at $60 as the money was technically won from the No-Deposit bonus, not the deposit. To put it chronologically: the player claimed the No Deposit Bonus --> completed the wagering --> continued playing with the funds although it was pointed out in chat about the max $60 cashout upon the bonus activation --> won $2425.34 off the same bonus winnings --> made a deposit of $39.81 --> gradually played the money down.

"Let's say the casino would have added $0.19 cents to round up the winnings to min payout after the system deduction, and he wagered the deposit(s) 1x - what would have happened if he continued playing with such $100 and won, please? Could he then withdraw all the winnings, or would it still mean that part of his winnings was accumulated also partially from the no-deposit bonus winnings, so it would have been cut again"

If the client's intentions had been to withdraw from the No Deposit Bonus, it would've been better to deposit the $40, wager it, and request a withdrawal of $100 from the very beginning. However, in case the client's intentions had been to play with the deposit only, it would've been better to either not claim the No Deposit Bonus in the first place or withdraw from the No Deposit Bonus and then make a new deposit on a clean balance.

"If it was moved to the Cash balance after meeting the WRs, was it displayed differently?

If it was left in Bonus balance, did somehow change what the user saw after meeting the WRs?"

After the user completed the wagering, the funds were transferred to his withdrawable balance, awaiting for the deposit and then withdrawal. It was pointed out in chat that the maximum cashout available from that very bonus was $60. We understand that the outcome wasn't as the player expected, but the Casino acted in full accordance with the Terms and Conditions. General Bonus Terms, Bonus terms, point 5, clearly indicate that if the bonus comes with a maximum cashout, it applies to the whole balance until it drops below $0.3 (30 cents) or the winnings are withdrawn. All winnings exceeding the maximum payout will be voided after the wagering requirement is completed or upon withdrawal).

We can send evidence trough an email. Please advise.

Thank you for understanding. Please let us know should you need any further clarification on this case.

Greetings all,

Thank you, ComicPlay Casino team, for your additional clarification.

So do I understand correctly that if he had made the deposit immediately after bonus funds conversion, wagered it in accordance with the rules (1x), and continued playing, while the entire balance would be in withdrawable balance available for a withdrawal, then still the maximum cashout rule would have been applied, so he could not have withdrawn more than $100 although there would have been any winnings over this limit?

Dear Coleortiz,

Although we are talking about bonuses that are offered to players without making a deposit, it is common and an industry standard that online casinos require a deposit before requesting a withdrawal.

Since it is not clear how you meant some of the claims above, I would like to ask you a few more questions to clarify the circumstances.

You claimed that:

"So I proceeded to add the money that was required and in the meantime off of the $60 I won I decided to play with. well I won another 2,000 plus dollars from it..."

...

"So the money I won the prior day was 11k which was taken down to the 60 then the following day I deposited 30 into the account but while the money was taking its time to deposit into my account through btc I played with the 60 that show it was redeemable." - (Note - it was almost $40)

How did you mean you played and won while the money was taking its time to be deposited into your account, please?

If we are talking about a BTC deposit (or deposits), how long did it take to be credited to your account?

It would be highly appreciated if you could provide me with the following:

• Did you make the deposit(s) before or after winning the disputed funds?
• Confirmation of/transaction statement(s) for the deposit(s) in question made into the casino with visible dates and times of the payments - from the payment method used
• Transaction history from your casino account (deposits/withdrawals with dates and times)

It could be a bit difficult to identify the exact transaction(s) in the transaction history of your payment method, however, as it looks like your casino account is still active, I recommend you check the transaction history in your disputed casino account, and according to the details available there, find the exact transactions in your e-wallet.

Looking forward to hearing from you.

I deposited as it shows on my bank statement but on their account history it doesn't so I'm a bit confused as to why it's not showing up on their side as it is on mine. Maybe my days are off can you verify for me please it was May that this issue was correct? Because I went on my account transaction history and went back up to a year and it only showed two and neither of which shows the amount that I deposited

Yes, Coleortiz, everything happened at the end of May 2023.

There is one screenshot with the Varo Bank Account Statement, where I can see only transactions from May 10 to May 12, 2023, which is irrelevant. Then there are 2 screenshots showing a few transactions made on May 26, 2023, but it is not clear which one is the one made to the casino. Instead, I can see only 1 transaction ("purchase of BTC") that was debited from your account, but it does not match any of the deposited amounts to the casino. Therefore, apart from the screenshot from your casino account, all other screenshots are irrelevant. Maybe you did not check the correct payment method.

However, in the meantime, I was provided with the game history from your disputed casino account.

From the game logs, it is clear that:

• The first deduction was made legitimately by the casino upon meeting the wagering requirements
• At the point of having a balance of $60 that could have been withdrawn if you had deposited $40, instead of making a deposit, you continued playing
• You indeed accumulated $2425.34 from the $60, and only then you made the deposit(s)
• After the successful deposit(s), your game strategy changed significantly, and you lost all your funds by playing in the casino

We try to help players resolve their issues, but I can see that you basically lost all your disputed funds by playing in the casino. So, can you please explain to us what should be paid to you and why?

Each player is obliged to read the casino's Terms and Conditions, and you accepted at least upon registration. Since we are talking about a no-deposit bonus, which is free money given by the casino, we are able to accept that casinos can limit them as they see fit (until it is not against our Fair Gambling Codex and policy). In addition, it is industry standard that online casinos require a deposit before withdrawing the winnings from no-deposit bonuses. Otherwise, everyone could play there and only withdraw the winnings without a chance to lose or risk anything from their real money. If it was so easy, and if players could only win and withdraw winnings from no-deposit bonuses, it would not make sense for casinos to provide their services to players at all. If you wanted to withdraw $60, you should have deposited $40 immediately after meeting the wagering requirements and cleansing the bonus winnings from everything above the maximum cashout amount. This did not happen.

If the circumstances were different and you would have made a deposit immediately after your balance was decreased to $60 upon meeting the wagering requirements, it would have been another story. But you even lost all your funds after the successful deposit(s). To be honest, I cannot see anything we can help you with further.

Nothing was left on your balance, and nothing was confiscated by the casino, only the first time upon meeting the wagering requirement (everything over $60), which is absolutely alright. I see no issue here.

Was my explanation enough for you, and can I consider this issue closed, or is there anything else we could help you with?

And only a few last questions. I can see in your game logs that there were moments with significant winnings made consecutively, each time in several consecutive rows/games. Do I understand correctly that you left some unfinished rounds/features in the games while you played with bonus money, and then, when you thought that it was a withdrawable/real balance of $60, you finished these rounds and collected winnings from them?

If that is correct - are you please aware that it is a prohibited tactic which means another rule was breached?

Dear Coleortiz,

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

Dear Coleortiz,

Based on my explanation and details stated above, we are closing the complaint as unjustified.

I am 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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

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

Best regards,

Branislav, Casino.Guru