The player from the United Kingdom experiences an issue with winning £950 after depositing with a welcome offer. Upon attempting to withdraw, his winnings were reduced to £250 due to claimed maximum winnings restrictions, which he argues are not clearly stated in the promotional terms. The support team was responsive but their communication deteriorated during the process.
CasinOK Casino - Player’s winnings have been reduced.
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CasinOK Casino
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Public
6 days ago
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.
Public
Public
5 days ago
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Public
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5 days ago
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 A maximum of 5x the amount won from the welcome bonus can be withdrawn.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
