Gale & Martin Casino - Player’s bonus winnings have been capped.

I play though out my bonus no one told me that there is a minimum withdrawal on my bonus. They ended up letting me withdrawl £220 well I haven’t received it yet. I talked to number of people on chat and not one person told me about this I play Over £5,000 maybe more and met the wagering requirements wasn’t untill the day my withdrawl was due to be prosessed they said I couldn’t have it all. I wasn’t happy I have won the money so with sent it back to back account but they took it.

Dear Gemma,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found https://galemartin.com/bonus-terms/?lang=en:

"The Welcome Bonuses may be limited to a maximum cash-out, therefore Gale&Martin reserves the right to allow a maximum cash-out of 10x your deposit amount."

Other than Welcome bonuses: "This bonus given by Gale&Martin will allow you to withdraw a maximum of 20x your deposit amount.

In the case of a bonus given to you as token of appreciation, the maximum withdrawable amount will be 20x the bonus amount."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Could you please specify which bonus you have activated and played? Meanwhile, please understand, it is not unusual for casinos to restrict maximum cash out from promotional play. If the casino shares all the relevant information on their website, there is not much we can do, to support this case.

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Petronela

It was the first welcome bonus of 250%+50 free spins that’s was the bonus I received and I deposited £20

Dear Gemma,

Thank you very much for your reply. Sadly, you’re not entitled for the rest of your winnings. Your initial deposit £20 x 10 = £200 + deposited amount itself = £220. The rest of the winnings are voided not put back to your account. Some bonuses don’t have unlimited withdrawals and Casino has full right to reduce your winnings from bonus play. Unfortunately, if the casino shares all the relevant information on its website and none of the important rules are hidden, there is not much I can do for you in this matter. 

I am sorry I couldn’t help you more in this case but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I’m forced to reject this complaint now. Thank you for your understanding.