FatBoss Casino - Casino enforced a maximum withdrawal limit.

i have made a few deposits as a new player

i was supposed to receive 100 free spins for my first deposit, those will be available on my account 20 free spins every day. for 5 consecutive days

i played the bonus that gave me less than 2 dollars

then moved around some different slots and made it over 100 usd multiple times

the casino has this sentence in French on the registration page:

"Le gain maximum des tours gratuits sans dépôt est de 100 € " 

"The maximum winnings from no-deposit free spins are €100."

after asking for a 500 usd withdrawal, i was asked for verification... and a few days later the casino removed 400 usd from my balance stating that the maximum i could cash out from a bonus is 100 usd!

they deposit back 100 usd in my account and tell me: now you can play and with the 100 usd and if i win more i will get more

please check the atached file for some emails we exchanged this casino is abusing so much with unclear terms and conditions

they did process my 100 usd withdrawal, i received those yesteday

in their final email i got from them that they even updated their site because of me!

Dear jimtheglide,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please post here a link to the bonus offer you activated? I would like to check the full bonus terms.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina

i have registered and opted in for this offer:

FatBoss - Bonus de bienvenue exclusif! (fatbossmore.com)

bonus terms and conditions here:

https://www.fatbossmore.com/fr/termes-et-conditions-des-bonus/

i can share all the emails we exchanged with the casino support but it's in French, is this ok?

A quick update someone from the support contacted me and recredited back 300 euros to my account

i got someone nice for the casino contact me and explain that indeed i was right, and that the sentence on the site was not clear enough, they are fixing this now, and they credited back my account with 300 euros

that's 100 euros less than the original amount, but that's already great.

i think we should eventually close this case as the casino representative had some really nice words explaining the issue. and credited that amount, what would you advise Kristina?

Best regards

jimtheglide

Thank you for your reply, jimtheglide. I am happy to hear that the casino returned most of your winnings to you and that the casino is now trying to update its terms to make them clearer. If you are satisfied with this result and wish to close this complaint just let me know.

Dear jimtheglide,

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.

Dear Kristina

Thanks a lot for your help, yes indeed i am satisfied, we can close this complaint .

thanks again for your time and effort.

Dear jimtheglide,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru