HollyWin Casino - Player claims misleading information on cashout limit.

I am submitting this complaint regarding a serious issue I have experienced with Hollywin Casino concerning misleading information about bonus cashout limits.

Before making my second deposit using their "2nd Deposit Bonus" offer, I contacted Hollywin’s live chat support to clarify the maximum cashout limit associated with this bonus. I explicitly asked what the maximum withdrawal amount would be if I completed the wagering requirements. The support agent informed me that the maximum cashout was €4,000. I relied on this information when deciding to proceed with the deposit and bonus activation. I have screenshots of this conversation as evidence.

After successfully completing the wagering requirements and attempting to withdraw my winnings, I was informed that the actual maximum cashout allowed under the bonus terms was only €600. This directly contradicts the information provided to me by live chat prior to my deposit.

Had I been given accurate information from the outset, I would have made a different decision. As a customer, I made a clear effort to verify the terms before proceeding, specifically to avoid misunderstandings. Being provided with incorrect information — especially when I proactively sought clarification — is unacceptable and, in my view, misleading.

I believe that players should be able to rely on the accuracy of information provided by official customer support. If the support agent provided incorrect details, the responsibility should not fall on the player who acted in good faith based on that guidance.

I respectfully request that this matter be reviewed and that Hollywin be asked to honor the €4,000 maximum cashout that was confirmed to me in writing before I made my deposit.

I am prepared to provide the chat transcripts and any additional documentation required.

Thank you for your time and assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hollywin Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Would you be able to share with me any promotional materials for the 2nd deposit bonus code STAR150 that were available to you?
• Do I understand correctly that you contacted the casino support before making a deposit?
• According to the bonus terms and conditions, the welcome bonus second deposit bonus has the following win limit: https://www.hollywin.com/bonus-terms-and-conditions

The maximum win is limited to 10x the bonus amount.

• Could you please specify how much you deposited and how much of the bonus contribution was credited to your player's account?

Post the information here or share it with me via email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

• I got that Promocode from a Website after receiving the following E-Mail about the STAR130 Offer. Also a reason why i contacted the support as i had no specific bonus terms for this promotion.

• Yes, i did that because i wanted to make sure that i am complying with all of their terms.

• Ive deposited 40€ with a bonus contribution of 60€.

I apologize, but from our point of view, the maximum cashout of the bonus was specified in the bonus terms and conditions, and it would be impossible for us to ask more on your behalf.

I am sorry the live chat provided you with inaccurate information. That fact alone doesn't mean we can ask for more than the amount that is specified in the casino's bonus terms and conditions. We accept a situation where the maximum cashout from the bonus is specified in the bonus terms and conditions or general terms and conditions only.

Please let me know if there is anything I might have overlooked or any other issue we may assist you with. Thanks in advance for your reply.

Dear casinosklk,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru