The player from Germany complained about the unjustified withholding of her profits amounting to €4,150 after she had successfully completed sales requirements following the purchase of a bonus. Her payout request was initially accepted but later rejected, with support citing a maximum payout limitation, which she disputed, arguing that the free spins were earned via loyalty points and not a no-deposit bonus. The complaint was resolved as the casino's bonus terms and conditions clearly stated a maximum withdrawal limit for no deposit free spins and bonuses, which was a common practice. The player acknowledged the explanation and marked the complaint as resolved.
HollyWin Casino - Player’s winnings are being withheld.
Resolved
Our verdict
Case closed
Amount: €4,150
HollyWin Casino
Safety Index:Below averageCase summary
Discussion
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4 days ago
Translation
I hereby submit a formal complaint against the unjustified withholding of my profits amounting to €4,150.
Detailed sequence of events:
I purchased a bonus of 100 free spins in the bonus shop using my collected loyalty points. These points were earned through my previous real money wagers and deposits.
I won approximately €70 from these free spins.
I have successfully met the sales requirements of over €4,000.
After the transaction was completed, my balance of €4,900 was automatically converted and displayed as "real money" (cash balance).
I requested a payout of €4,000, which was initially accepted by the system.
Shortly afterwards, the payout was rejected and my balance was manually reset to €50.
Reason for the objection:
Support claims that a "maximum payout" of €50 applies to "no-deposit bonuses." I strongly disagree with this assessment for the following reasons:
No no-deposit bonus: The free spins were purchased with loyalty points that I earned through my previous wagers and deposits. This makes them a reward for active play and not a "free gift" without any effort on my part.
System validation: The casino's system has verified the completion of the wagering requirements and transferred the entire amount to the real money account. At this point, the balance should be treated as unrestricted cash.
I demand the full restoration of my balance (€4,150) and the immediate approval of my withdrawal.
Automatic translation:
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2 days ago
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2 days ago
Dear RoSe4594,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
1.8. The maximum withdrawal limit from no deposit free spins is 50 EUR/USD/CHF, 500 NOK, 75 CAD/NZD/AUD. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.
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
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2 days ago
TranslationThe credit was displayed to me as credit after fulfilling the bonus conditions and was only reset to 50 euros after more than an hour.
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yesterday
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear RoSe4594,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
