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Casino is not being transparent with their own terms. I have made successful deposits at this casino. I cashed out a casino provided reward of free spins which prior to that win several deposits were made and that was my only withdrawal from that casino. Several weeks later the casino credited ny rewards profile with a free spins which prior bonus which only required wagering threshold met, per their terms, classic free spins non cash credits do not require deposit in between as long as a one time deposit has been made to the casino, and all wagering requirements have been met. I did not type in any code to receive this credit, and it was not credited under promotions section, but already credited casino provided non cash free spins which prior credit by the casino. And now they are saying I need to make a $15 verification deposit to the casino before cashing out, and I have already made several deposits to this casino. They are treating my bonus like a free cash or no deposit bonus/ promotion, which are separate terms from a free spin bonus credited from the casino as a non cash credit.

They need to stop abusing players by exploiting them when using complimentary rewards bonuses and then slapping the rules of a redemption code bonus when cashout time comes as they apply the same. If the player isn’t eligible, the way this casino is designed and the dynamics of it wouldn’t allow to redeem a code a player was not eligible for in the first place let alone play and meet wagering requirements approval all the way until the withdrawal component of the transaction comes up.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you make your last successful withdrawal from this casino? Can you please confirm whether the winnings you withdrew were from a free, no-deposit bonus?
• When did you activate the last free reward you received from this casino? Have you made any deposits between your last successful withdrawal and this current withdrawal request?
• Could you please provide me with the exact name of the reward you received? If you have any screenshots showing the details of this promotion, kindly forward them to me as well.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Niknakall1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru