CasinOK Casino - Player’s winnings have been reduced.

I signed up to this website with the welcome offer of 100% on the first 3 deposits.

My first deposit was lost, so I deposited a second time and managed to win £950.

After attempting to withdraw this was then reduced to £250.

The live chat support states that there are max winnings from bonuses of 5x deposit amount.

This is not documented anywhere on the welcome promotion T's and C's page located here WELCOME CASINO BONUS (provided as such by their live chat support)

But their terms and conditions clearly state that this is the case on *certain* promotions, but always to check the promotions terms. The welcome promotions terms state there is a 5x wagering requirement on winnings, but not a 5x max winnings.

Their live chat service were fairly polite and quick in responding but quickly lost patience and started closing their chats while I was mid typing.

Please find attached the screenshots of the relevant bonus terms and conditions.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

8.1. A maximum of 5x the amount won from the welcome bonus can be withdrawn.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Hello, thanks for getting back to me.

i do understand that in their t’s and c’s there is a max winnings stipulation.

I would argue that this isn’t clear, though, considering the bonus terms of the welcome bonus itself failing to mention this. Instead it states a 5x wager on winnings as opposed to a 5x of bonus max win.

I did include screenshots of this discrepancy for you. I even had a support agent admit that it was a "confusion of wording" on the bonus terms.

In any case, they paid out the £250 quickly enough. They should just make their bonus terms more clear in my opinion.

Thanks for looking into that for me.

Have a nice day.

Dear Player,

Thank you for your detailed explanation and for clarifying the issue. I understand why the situation feels confusing and frustrating from your perspective. However, as discussed earlier, casinos often strive to create bonuses that are highly appealing to players. It is quite common for casinos to impose a maximum cashout limit on winnings derived from bonuses.

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. However, we accept bonus Terms and Conditions that restrict the maximum cashout from bonus winnings.

In this case, the Bonus Terms and Conditions clearly state the maximum cap on winnings from welcome offers. Therefore, the casino’s decision to limit your winnings after wagering was in line with the stated rules.

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 any issues with this or any other casino in the future.

Best regards,

Attila