HollyWin Casino - Player's winnings have been confiscated.

Hollywin casino stole $19,100 from me citing an irrelevant $0,25 free spin bonus.

Hi,

I won $20,300 CAD at Hollywin Casino on fully verified real-money bets. Support initially confirmed I could withdraw the full amount after a long process of verifying my ID and phone number.

Later, my withdrawals were cancelled and my balance was reduced to $1,200 CAD. $19,100 was gone.

Their explanation: My winnings were capped to $1200 because I was profiting of a "Level 10 free spins" promotion.

The facts:

• During my session, I received $0.25 free spins as part of their VIP progression system.
• These free spins generated only a negligible amount (pennies).
• My $20,300 CAD winnings came entirely from real-money play, including $500 CAD bonus-buy spins, on completely different slot than the one tied to the free spins.
• Additionally, when playing with bonus funds, there is a bet limit of $10. The fact that I was placing $500 CAD spins clearly indicates I was not playing with bonus funds.

I also want to clarify that I never claimed any deposit bonus or wagering bonus (no match bonus, no promo code, nothing).

Terms & Conditions concern:

• Hollywin’s T&C state that maximum win limits apply to bonus winnings.
• In my case, the casino appears to be applying these restrictions to winnings generated from real-money bets, which does not align with how these rules are described.

I have attached a detailed PDF which includes:

• Screenshots of my large wins
• Proof of bet sizes
• Chat history with support
• Withdrawals being cancelled
• Relevant T&C excerpts

I have also contacted their DPO to obtain my full betting history, as I'm 99% sure the "Level 10 free spins" have been played after my winnings were already generated.

At this point, support is refusing to further discuss the situation and maintains that the decision is final and that it's their policy.

I would greatly appreciate Casino Guru reviewing this case and assisting in clarifying whether the bonus rules were correctly applied.

Thank you very much,

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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.

• Could you please specify what your balance was at the time you launched the game Aloha Elvis from bGaming?
• Did the casino specify what the 1200 CAD represents? Could you please specify how much you deposited to the casino at that time?

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,

Tomas

Hello guillaumegamache,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru