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I have been asked to constantly send verification documents, even thought this has already been done. I cashed out and requested 1000.00 which I was advised this would be processed within 3 working days, once they received further verification documents. I then received an email to advise they have deducted £329 due to bonus restrictions.

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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.

• Are there any documents in your account that are still pending verification? When exactly did you submit your most recent document to the casino for verification?
• Could you please specify which bonus you activated to accumulate your winnings?
• I would also like to clarify that, according to our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#win-limits), we consider imposed win limits to be unfair and predatory only when they are applied to real-money play. However, we do accept bonus terms and conditions that restrict the maximum cashout from bonus play.

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

Hi,

I submitted further verification documents on 23rd April. The bonus was 150% of my deposit which I deposited 100.00 total bonus received was 150. I wagered more than the amount required and my winnings dropped significantly to 600, I then won a further 400+ I find this really unfair after exceeding the wagering amounts.

Thank you for your response.

Am I correct in understanding that immediately after you finished wagering the bonus, your winnings were reduced to the maximum allowed win limit? Was this amount displayed as your "real money balance" or still as a "bonus balance"?

Did you continue playing with the capped winnings, win additional funds, and only then submit a withdrawal request? If so, was your balance reduced again (for the second time) at the moment you requested the withdrawal?

If you have any screenshots from your gaming account showing that the win limit was applied more than once, please share them here in the complaint thread.

I appreciate your cooperation.