NoLimitCoins Casino - Player's withdrawal request is disputed due to unclear rules.

I made 2 deposits on July 23rd. One being 19.99 and the other 9.99. I didn't play again until the 27th. I used the daily wheel and won 2 super coins which coverts to $2. I also had my daily bonus of .20 cent. So $2.20. I won a little over $1000 and got down to $900. I requested a withdrawal and was sent $25 say it was limited by award rule 5.7. I checked the terms and conditions. There is no rule 5.7. I got in the chat and the agent sent me a link to this rule. It's no where to be found on the site. The terms and conditions are easy to find but there is still no rule 5.7.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from the casino.

To assist you further, could you please provide more information by answering the following questions?

• Has the chat support provided you with any screenshots of the promotional rules that allegedly apply to your winnings? I have tried checking the link you received, and the rules did not load for me either.
• Have you made any successful withdrawals from this casino before?
• Can you see any specific terms and conditions for the promotions you activated and played with in your casino profile?
• Am I correct in understanding that you accumulated your winnings with two active bonuses?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

-no there is no screen shot of this rule. When you click on T&C under the wheel promotion page it doesn't take you to the terms and conditions. It's exits you back to the wheel page.

- I have not made any withdrawals. They sent me $25 dollars and deleted my request for the $900

- they told me it goes against Award Rule 5.7 and I checked the terms and conditions. Section 5.7 doesn't exist and there is no Award Rule in the term and conditions

- I used 2 daily bonuses and played well over 200x. Not that there was a play through but I played for at least 1.5 - 2 hours so it's not like I won it real fast and then went straight to the withdrawal request.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello BarcaCSH54, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the winnings. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of NoLimitCoins Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were not paid in full? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hey. I appreciate you and taking the time to do this.

I highly doubt we will hear anything back from them.

So what do we do now?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Unfortunately, if the casino does not respond, there is not much to do. With No Limit Coins being a social casino, they are not officially considered a gambling establishment. Therefore, they do not adhere to any gambling laws, rules or authority, I could ask you to escalate it to. However unresolved complaint will lower the casino rating, which may at least warn other players from signing up with them.

Dear BarcaCSH54,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence as the authorities are not considering this to be gambling, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej