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Dear roxlopez81120818,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a picture. Could you please elaborate?

Do I understand correctly that your bonus winnings have been reduced?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Sorry for the delay, I'll send you a screenshot of the messages.

On the Casino Players platform they give you a bonus of 52 dollars, the same ones that I was playing began to give me the game and I collected the total of 2580 dollars, suddenly they left me only 112 dollars and the rest they took, my doubt is that they they exaggerated the money they kept for the amount they lent me at the beginning

Disculpa la tardanza, te enviare captura de los mensajes.

En la plataforma de Casino Players te dan una bonificacion de 52 dolar, mismos que estuve jugando comenzó a darme el juego y junte el total de 2580 dolar, de repente me dejaron solo 112 dolar y el resto lo tomaron, mi duda es que se me hizo una exageración el dinero que se quedaron por la cantidad que me prestaron en un inicio

If I understood correctly, you've accumulated your winnings purely from a Registration/Free bonus. Please be aware of the maximum cashout that applies to all free bonuses from this casino (Terms and Conditions):

"NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Could you please advise if you have received any winnings? Thank you.

Dear roxlopez81120818,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.