The player from Australia encounters an issue with a $1500 withdrawal from cashback, as she received an email stating a maximum withdrawal cap of 10x the bonus amount. She notes that this limitation is not mentioned in the bonus terms and conditions, leading to confusion and frustration regarding the fairness of the policy.
Goldex Casino - Player’s cashback withdrawal is capped.
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6d 10h 11m 32s
Goldex Casino
Safety Index:Above averageCase summary
Discussion
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yesterday
Hi I got a withdrawal of $1500 from cashback it does not mention anywhere that I can see in bonus terms and conditions that max you can take is 10x bonus amount but I’ve received an email that says max I could take is 10x bonus amount even though nothing in bonus terms and conditions says you can only take that for cash back it says no deposit but surely cashback is not a no deposit and I’m thinking how many people this is happening too after depositing hundreds getting cashback just to not be able to take anything at all is ridiculous with no indication at all in bonus terms and conditions does it say you can only take 10x bonus amount, I’ve asked them to clear it up and tell me where to find this information in bonus terms and conditions but I for live of me can not find anything say it’s capped at 10x bonus amount
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13 hours ago
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13 hours ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- The casino has indicated that an agreement has been reached, and they are prepared to provide additional funds beyond the established limit. Could you kindly confirm the amount of your winnings and the total payout you received from the casino?
- Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
- Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
