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 I referred back to the original promotional email and I thought maybe the $150 was a sticky bonus that couldn’t be withdrawn?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

The first screenshot I sent to you was the email I received for this specific promotion, I’ve attached it again. My issue is that nowhere in this bonus offer does it state that there is a max cash out of $150. I literally would not have bothered with a bonus that had a $6000 wager requirement to get $150 cash out. In fact, the info that was in that email only stated that I would have to forfeit $150 upon withdrawal. When I hit that bonus link to get to the website, there was no additional T&C’s for that bonus, so I specifically looked at their general bonus T&C and saw there was a max cash out of 5x the bonus amount. So I played through the bonus and had a $1300 balance. I figured I would withdraw $900, forfeit the $150, and receive $750. Instead, most of my balance disappeared and I was left with $172.

When I contacted chat support, I got several different excuses and then this convoluted answer that I can’t make sense of. Can you make sense of this word salad? But bottom line, this offer did not state anywhere there was a max cap of $150.

Dear Andee11

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Andee11,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 24Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Andee11,

Thank you for reaching out!

I have reviewed your case carefully and this is what happened:

• The 500% bonus was setup with the conditions that the maximum win is $150
• Due to this, upon wagering, the bonus funds on your account were automatically cut to $150 as per the bonus setup

I understand that when you came onto Live Chat, you were informed that the maximum win for this bonus was $750. This was a human error by the agent, however as an apology for this and a gesture of goodwill, I have amended your balance to $750. You can withdraw that amount.

I hope that you are happy with this solution and we can consider the matter closed! and apologies again for the genuine miscommunication.

Kind regards,

24Casino Support

Dear 24Casino Team,

That is very kind of you! Thank you!

Dear Andee11,

Please let me know whether you consider this complaint resolved, or if you would prefer to request the withdrawal and wait until the funds arrive before we close the case.

Thank you very much in advance.

I appreciate the quick resolution of this. I didn’t see anywhere that the max cash out was $150 and I always carefully check for bonus terms.

Thank you for the support!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Andee11,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina