Eternal Slots Casino - Player disputes denial of withdrawal due to bonus misunderstanding.

I am writing to express my frustration and disappointment regarding the recent denial of my withdrawal request. As a new player, I was not aware of the consecutive coupon limit that your platform enforces. Your sign-up advertisement prominently states "free spins forever," which led me to believe there were no such restrictions.

I was on my 11th redemption when my withdrawal was denied. As a new player, I expected a welcoming and fair experience, and this situation feels both petty and wrong. Your advertising is misleading, and it sets an expectation that is not met by your actual policies.

I urge you to reconsider my withdrawal request and to clarify your promotional terms more transparently to avoid future misunderstandings. A positive resolution to this issue would greatly enhance my experience and trust in your platform. You guys should make it so that if a player has already use the maximum amount of bonuses, you guys should be doing your job diligently and making sure that the bonuses aren’t redeemable at that point because you guys are the only ones keeping track, but don’t offer forever spins for life And then not honor it that’s false advertising. It’s not like I won out of those 11 coupons I used so if I was at my max, why did your system allow it to go through your rule your job to keep track to responsible on whether or not that player can redeem it.

Thank you for your attention to this matter. I look forward to your prompt response.

Dear Player007,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Eternal Slots Casino. I checked the rules of the casino and found this: https://eternalslots.com/terms

6. BONUSES AND PROMOTIONAL OFFERS

6.1. General Rules applying to Bonuses and Promotions

When you accept any bonus provided by Eternal Slots, be it a no-deposit bonus, deposit bonus, bonus chips, free spins, or comp points, you're acknowledging your agreement to abide by the terms specified hereafter.

(d) Access to free bonuses is contingent upon the absence of any pending payout transactions linked to the Player's account. It is not permissible to claim consecutive free bonuses; a deposit is required between each claim, unless otherwise stated in the specific promotion.

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

• Do I understand correctly your winnings come from a no-deposit bonus accepted after 10 previous no-deposit bonuses without depositing between them?

Thank you very much in advance for your reply.

Best regards,

Tomas

As a new customer, I am concerned about the limits placed on bonus redemptions. If there are restrictions, the company should be responsible for regulating these redemptions. Advertising "forever spins" with hidden stipulations is misleading and could be considered false advertising. It's particularly frustrating that on my 11th bonus, the first time I won, I was unable to claim it. If there are redemption limits, why allow the bonus to be redeemed at all? This inconsistency undermines customer trust and satisfaction. As a new customer, I expected a better experience, especially with my first win. It seems customer experience should be prioritized over the frequency of non-winning "fair games."

Interestingly, I now face a restriction on redeeming further coupons until I make a deposit. It appears they might have miscalculated the coupon redemptions. Regardless, the account should only be restricted after reaching the stated "maximum limit." If their system permitted the use of the coupon, it should be honored accordingly. They wouldn't appreciate being subjected to such an experience if the roles were reversed.

Thanks for the reply, Player007

Please understand we can't compel the casino to offer you bonuses.

Casinos might design their bonuses to appear very lucrative, unfortunately, limitations on the winnings often apply. We accept the situation when limitations on the winnings are applied when accepting multiple no-deposit bonuses in a row, as in this situation. It's due to the fact the casino incurs costs for the free spins, while the player is not risking any of their funds.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.