24Casino - Player’s withdrawal issue is delayed due to conflicting bonus terms.

I received a promotional email for a 500% deposit bonus. I’ve attached the email I received, and there was no info regarding a maximum cashout other than the max bonus amount was $150, and $150 was forfeited upon withdrawal. Before I made a deposit I checked the Bonus T&C, where it stated that the maximum win for a deposit bonus was 5x the bonus amount. I made a $30 deposit and received $150 bonus amount with a wagering requirement of $6000. I wagered the $6000 and ended up with approx a $1300 balance when I was done. I knew I would have to forfeit some of that because of the max cashout, but I contacted chat support to double check and an agent told me my max cashout was $750, which I had already figured. I went to make a withdrawal and my balance was only $172.80. I talked to an agent and got some long convoluted answers which I completely don’t understand, and I’ve been playing online casinos for a long time. I’ve attached his explanations, and I’ve read them over and over and still can’t understand. I’ve attached them here as well, and I am completely lost. I referred back to the original promotional email and I thought maybe the $150 was a sticky bonus that couldn’t be withdrawn? But the agent told me, as you can see from the conversation, that the max cashout was $150, but $150 is forfeited on withdrawal… what?!?!

Even if this just me, and I completely don’t understand his answers, no where did it say the max cashout was $150. I check ALL terms before making a deposit (I’ve learned the hard way) and the only additional info available for this particular bonus, other than what was in the email, was the general bonus terms and conditions, which I have previously stated.

This seems really shady to me.

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Dear Andee11,

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

I have reviewed the bonus policy; however, I was unable to find the specific bonus you are referring to.

That said, I would like to emphasize that, according to our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#win-limits), we consider an imposed win limit to be unfair and predatory only when it is applied to real money play. We do, however, accept bonus terms and conditions that restrict the maximum cashout from bonus play.

• Could you please share a link to the specific bonus in question?
• Also, did you notice any differences between the terms and conditions mentioned in the promotional email and those stated in the general bonus terms on the website?

If you have any additional information that may support your case, please do not hesitate to share it with me.

Best regards,

Petra