Trybet Casino - Player's winnings have been reduced without explanation.

Hello,

This will be quite a long explanation but hoping to get something resolved.

-I deposited $20 for a 100% reload, it also came along with 100 spins that you could activate and play seperately.

-Key difference being the free spins have a maximum withdrawal limit of $500.00 and the reload has a maximum withdrawal limit of $5000.00. I chose to not activate the spins yet as i want a chance to get past the $500.

-During my reload wagering i hit a feature on big bass floats my boat on my last 60cent spin. This hit for $108.00 roughly.

-A pragmatic error occured during this and my funds were not credited to my account. I brought this up to the casino and they said they will look into it.

-Since i had no funds left in the account i activated and played the free spins which amounted to nothing and ran the balance to zero while i waited to be refunded on the error.

-5 days later they refunded my the full $108.00 lost and said i had to wager that 35x (my original deposit bonus was $20 so 20 x 35 is much lower than what they now gave me.

-Nonethless i decided to try wager through it and luckily i did. By the time i finished wagering i had $2600 in my account. As soon as i completed the wagering they reduced my balance to $500. After waiting all day for a response they came back saying it was free spin winnings and the maximum win is $500.

-As stated above the money i originally won was during a reload bonus, not during free spin bonus (i had not played these yet until error had occured) The major difference being the withdrawal limit is 5 times lower than what i originally had during reload/deposit bonus.

They have communicated back to me completely ignoring these facts and saying well done you can withdraw your winnings (of just under $500 left in my account) when it should not of ever been reduced in the first place.

I apologise for this long winded message but i am hoping to recieve some help from you guys, I also complained to their license holder hoping it will encourage communication. At the moment they respond to one email every 24 hours, im sure they are hoping i just give up on the process here.

I have uploaded some files which include

-Original win that caused the original error that was (somewhat) sorted.

-Maximum win limits for each different bonus stated in their terms

-The two seperate bonuses in the bonus history (these include times which shows i won the original 108 before i had activated the free spins even though the free spins were reduced to nothing before i recieved refund)

-Screen shot of all bonuses, including the one that was reduced to $500

-In there terms which clearly states that the free spins and the deposit/reload are clearly two different bonuses.

Thank you I look forward to hearing from you.

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Dear Sol321564,

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

To help us better understand your situation and work towards a resolution, could you please clarify the following:

• Do you have any communication from the casino regarding the status of your inquiry about the erroneous credit?
• Could you please post the message from the casino when they refunded the full $108.00 lost and said that it needs to be wagered 35x?
• Have you received any confirmation from the casino regarding your winnings being categorized as free spin winnings?

You can post screenshots here, or feel free to forward them to jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sol321564,

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,

Jean