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I was playing from a bonus that I received and had play through that I finally completed several hours into playing and got ready to cash out the next day and got ahold of someone to walk me through and he said that everything was good once I forfeited an outstanding bonus and I could initiate a cash out after that so I did that and got back with them and then a different person got on and said I couldn’t because I breeched my bonus’s by not making a deposit in between each bonus . I asked why did the person I was chatting with before say I could cash out and they just go back to the same thing over again . I have screenshots of them saying I can cash out

Dear Jeffro888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):

"8.9.1 In order to qualify for subsequent bonuses, the player needs to make a minimum deposit of $20 between the last bonus credited to their casino account and the date of the next Promotion offer."

Could you please advise if you have redeemed any free promotional offer from this casino previously? Ideally, forward your cashier and bonus histories to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela              

PS: I have adjusted the disputed amount from $1,416 to $100 as the winnings were accumulated from a free bonus entirely.

"8.5.4 For free spins offers that are additional to a match deposit offer (ie. offered as part of a match deposit package as an added bonus), the maximum withdrawal allowed is $100 on those particular free spins.

All free spins bonuses carry a cash out multiplier which means that the maximum value that can be converted to cash is 5 times the value of the free spin bonus. A maximum cash-in amount applies to standard Free Money/Free Spins/Loyalty Points Redeemed/Competition or Tournament Prizes where there is no deposit required.

In order to withdraw cash prizes won from tournaments, leaderboards or any other competitions, a deposit must have been made prior to the events’ commencement.

10.6 Players who have previously made deposits and have won using a free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of $100 applies."

Hi , I sent an upload of the screenshot between me and a lucky creek worker about how I was supposed to cash out let me know if you received it . Thanks

Screenshot from the player:

Thank you, Jeffro888, for the forwarded screenshot. Do I understand correctly that it was a free bonus (without any real money deposit to activate it)? Could you please advise if you have redeemed any free promotional offer from this casino previously?

Yes it was from free spins that were given to me when I asked if there was free play but there was like 3500 play through that I completed too

Dear Jeffro888,

Could you please advise when exactly you received Free Spins? Are they visible on the following screenshot of your bonus history?

Dear Jeffro888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I'm sorry but I still can't identify when exactly were Free Spins received. Could you please elaborate?

Dear Jeffro888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.