Richard Casino - Pelaajan voitot on takavarikoitu.

 am disputing Richard Casino’s decision to apply the maximum cashout limit from a Tuesday Free Spins promotion to winnings that were generated after a separate deposit was made without any bonus attached.

I initially claimed the Tuesday Free Spins promotion and completed all wagering requirements associated with that promotion. After completing the wagering requirements, the bonus funds converted to cash

At that point:

• The wagering requirement had been fully completed.
• The bonus had converted to cash.
• There was no active wagering requirement remaining.

I then made a completely separate deposit using my own funds and did not activate any bonus or promotional offer.

After making this deposit, I continued playing and subsequently won approximately AUD $2,700.

When I later requested a withdrawal, Richard Casino applied the Tuesday Free Spins maximum cashout limit of AUD $150 and confiscated the remaining winnings.

The casino’s position is that because the AUD 

remaining on my balance originated from the completed free spins promotion, the later deposit created what they describe as a "mixed balance." They state that once funds are mixed, the balance remains linked to the original promotion and therefore remains subject to the maximum cashout limit from that promotion.

I have repeatedly asked Richard Casino to identify the exact clause in their Terms and Conditions that expressly states:

A subsequent cash deposit becomes subject to a previously completed bonus.

Winnings generated from a later non-bonus deposit are deemed bonus winnings.

The maximum cashout limit from a completed free spins promotion continues to apply after wagering has been completed and the bonus has converted to cash.

Despite several requests, the casino has not identified a specific contractual clause that clearly states this. Instead, they have repeatedly explained how their system treats "mixed funds."

The only supporting wording provided by the casino states:

"To maintain the integrity of gameplay and prevent potential system-initiated balance adjustments, players are advised to use either real funds or bonus funds exclusively during a single gaming session, rather than combining both."

In my view, this wording advises players not to combine balances but does not clearly state that winnings generated from a later non-bonus deposit remain subject to the maximum cashout restriction of a completed free spins promotion.

I am not disputing that the Tuesday Free Spins promotion has a maximum cashout limit. I am disputing the application of that limit to winnings generated after:

The wagering requirements were completed.

The bonus converted to cash.

A separate deposit was made without any bonus attached.

I am requesting an independent review of whether Richard Casino correctly applied the Tuesday Free Spins maximum cashout limit to winnings generated after a subsequent non-bonus deposit, and I request that the casino identify the exact contractual clause relied upon when confiscating the winnings.

total amount they confiscated was $2550

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Dear Smilii7,

Thank you for submitting your complaint. I’m sorry to hear about your experience with Welle Casino and appreciate you bringing this to our attention.

May I ask a few questions to better understand what happened?

• Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?
• Could you please confirm whether your casino balance was shown as separate 'real money' and 'bonus' balances?
• Can you clarify how much money you had in your casino account after you completed the bonus wagering requirements? Were these winnings transferred to a real money balance or marked as withdrawable?

We hope to resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Kristina