Casino Extreme - Player's winnings were capped.

Was told my real balance was $550 and when went to withdraw it only gave me $100. I contacted support and was told that I had exceeded my max win potential even though I had met all the wagering requirements. Very misleading. I was told that all bonus's are capped at a max win of 5x your deposit. This is not shown to you anywhere. The amount stays in your "real balance" making you believe that you have the money. You will only find out once trying to withdraw that you never had that money in the first place

Dear munchyclam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, some bonuses have a maximum cashout limit and I found this in the General bonus T&Cs:

"Upon meeting your wagering requirements, any balance in excess of your maximum cashout limit will be removed from your account automatically."

Could you please clarify which bonus you activated? If possible, please post a promotion link or promo code here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear munchyclam,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.