Run4Win Casino - Player’s winnings have been confiscated.

Hello,

I recently finished wagering a VIP cash bonus, ending with EUR 1800. Once I go to my wallet to withdraw, it shows a withdrawable balance of 1800, and I submit a withdrawal request of EUR 1700 successfully. If the amount was not withdrawable, I would not have even been able to make the request. No warning was elsewhere given that there was a max cashout and that the rest would be forfeited once i make my withdraw request. This was very misleading and caused me to believe that the funds were available and withdrawable.

About 1 hour later, I receive an email stating that actually there is a max cashout amount for the bonus, and that the excess winnings have been confiscated, leaving a withdrawable amount of EUR 300. Additionally, during this time my account was disabled and was not able to sign in.

I have withdrawn the available amount of EUR 300 to ensure they do not confiscate that as well, however, I should be entitled to the remaining 1500.

Thank you for your assistance on this matter.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Run4Win Casino.

Please note that the cashout limits for various bonuses the casino offers are listed in the casino's terms and conditions: https://www.run4win.com/bonus-terms-and-conditions

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot of the bonus offer itself?
• Could you please specify how much you deposited and how much was the bonus amount awarded by the casino initially as cash?
• Send the information to my email at tomas@casino.guru, or post screenshots here

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

Dear flasheart,

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.

Thanks for your patience and for sharing your point of view via email.

Please note this particular casino is not designated as 'fair'. In our database, out of more than 7 thousand online casinos, 'fair' and 'fair and safe' online casinos amount to less than a hundred.

Sadly, there is little we can accomplish as the bonus limits are specified in the casino's terms and conditions. We accept the situation when the maximum cashout limit is specified in the general bonus terms and conditions and not in specific terms and conditions, and we also accept the situation when the maximum cashout is enforced only after a payout is requested. We acknowledge your surprise and disappointment, but we are powerless in confronting the casino regarding the situation. Based on the type of bonus that was activated, it was expected that you would receive 10x the bonus amount, as specified here:

We couldn't argue that you are eligible for more than specified in the bonus terms and conditions, given the circumstances you are describing. Since you have already withdrawn the winnings, there is no further action we can take.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.