The player from Ontario claimed that the casino's 500% deposit bonus was misleading, as it had been deducted from his account balance despite him having fulfilled the bonus requirement. He ended with $133 after fulfilling the requirement but was asked to forfeit $250. The player felt that the conditions of this bonus were not as transparent as those of the 200% and 1000% match bonuses. We clarified that the nature of such bonuses, particularly in North American markets, was generally 'non-cashable' or 'non-withdrawable'. The player's misunderstanding of the bonus conditions led us to reject the complaint.
Casino Extreme - Player disputes misleading bonus conditions.
Closed
Our verdict
Unjustified complaint
Amount: C$133
Casino Extreme
Safety Index 8.1 HighCase summary
Discussion
Public
Public
2 years ago
Their 500% deposit bonus is misleading.
The 200% and 1000% say that the bonus will be deducted but the 500% deposit bonus is very misleading.
Not to mention the casino's games are LITERALLY impossible to beat with bonuses/jackpots paying 1/10th of other providers.
I finished the 500% bonus requirement and had $133, they're telling me I need to give up $250. I feel ripped off
Public
Public
2 years ago
Dear kqphone,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Extreme.
Do I understand correctly you redeemed this bonus? 
Please note the casino is offering 'sticky' bonuses 
If you deposited 50 USD and received a 250 USD bonus, the casino will remove 250 USD balance when a withdrawal is requested. These bonuses are very common in casinos that focus on the North American market. Please let me know if there is anything else I might help you with.
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 years ago
No, the promo is not shown on this site. It's on their promos (500% deposit). I might have misread but I believe its worded different than the other packages where its slightly misleading. It just sounded like that promo wasn't sticky. Maybe my mistake but it was really confusing
Public
Public
2 years ago
From my point of view, the rules about the deposit bonuses being non-withdrawable are specified in the general terms and conditions: https://casinoextreme.eu/terms-and-conditions
"7.BONUSES AND PROMOTIONS
7.1General Bonus and Promotion Rules
7.1.m Upon requesting any withdrawal (regardless of the number of deposits), any amount up to the equivalent value of the deposit bonus will be deducted from your balance or winnings prior to settlement. For example, if you deposit $/€ 500 and receive a $/€ 250 bonus after meeting all wagering requirements, and you wish to withdraw your funds, a request needs to be made for an amount less your bonus amount received."
Please let me know if there is anything else I might help you with, otherwise, I'll close your complaint.
Public
Public
2 years ago
It's just that the 200% and 1000% match actually say that when you click description and the 500% does not, which made me assume that it's not the same as 200% and 1000% by their mis-leading wording.
Asides that RTG casinos are completely garbage with the most scam games.
Public
Public
2 years ago
I can understand this might get confusing, but the bonuses with a match of 100% and low wagering requirement marketed in North America are virtually always 'non-cashable' or 'non-withdrawable'
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
