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This is twice they have took away my winnings from free spins on the house. Once in November of 23 and today February of 24. Both at a 100$ a piece

Dear kevinfarns79,

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 advise if you redeemed any free bonuses from this casino in the past?
• Was your account, including the payment method, fully verified?

I have checked the general bonus rules and this is what I found (here):

No Deposit Bonuses

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus.

If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence 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've changed your profile picture. Kindly avoid uploading images containing graphic content in the future.

So the free spins were on the house on this month's doesn't give criteria on being ineligible to see it says on the house which means is a gift and not a bonus. As for November, it does give criteria of which. Your account has to be under $3. No pending withdrawals. No multiple accounts or free chips. All this isnt a chip. This is a free spin. A chip Includes a value amount spins are bonus. I'm including the flyers of what I played on so you could have an understanding of what it actually says. As I said, on the house is a gift and not a bonus or a chip. On the house does not give you criteria of what is ineligible to receive. Whenever you're an eligible to receive such bonuses or kids or gifts, then internet the responsibility of the casino to make sure that they don't allow you to use multiple chips or bonuses back to back of the same kind. So how come they can't regulate the use of the coupons in the same manner. The casino can't consider on the house as a bonus or chips because it's considered a gift therefore does not qualify for the negligence of payment here is the flyers now

Here is what the casino says when you're not eligible for coupon requiring deposit and both of my coupons didn't give this notice

So if they do this on coupons that's not eligible to the players they neglected to do so on the ones I played and should make them valid

Hi kevinfarns79,

As mentioned earlier, I regret to inform you that if you did not make any real money deposits between redeeming free bonuses, you may not be eligible for any winnings from these bonuses. If you maintain that the casino made a mistake and you did indeed place a real money deposit before activating the free bonus (free spin), please provide screenshots of your bonus and cashier histories. Otherwise, I will be forced to reject your complaint.

Well guess I'm burnt even though I wasn't banned from using the coupons. As I am with other coupons asking for a deposit between fixed amounts. These coupons didn't give the denial because of a deposit issue until I had won money. This should be awarded just on those merits alone. If they don't want these chips to be used then then need to make sure all are denied like shown in picture

These coupons I used were on the house and didn't require deposits or else it would have been denied as shown for example. It's being "on the house" that negates the terms and conditions. Even there own computer doesn't hold it valid reason to deny it and either should I nor you

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.