Golden Pokies Casino - Player’s winnings from a bonus were capped.

Received a bonus of a $200

my final wining was $3000

they only decided to pay me $2000

i was informed that the maximum withdrawals should be x 10x

the part says it’s 15 x

considering play games on this site I’m a VIP how come the I don’t support on these issues

Dear Abraham,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, I would like to check the bonus T&Cs. I would also like to see your bonus history, please.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

Thank you very much in advance.

Best regards,

Kristina

They normally have a VIP

thing that you get if are VIP

im classified as platinum level

when I clicked they $200 bonus

i usually get $200 every 2 to 3 weeks

I get more of free springs regularly

plus some cash bonus from VIP manager randomly

Thank you for your emails, Abraham. I am trying to find the part mentioning that the maximum cashout for a free bonus is 15x the bonus amount, but I have only found 10x. Would you be so kind and clarify where this term is? Could you please post here a screenshot of this condition? Thank you in advance.

I could be wrong but I see everything confusing

when they use a terms casinos discretion

I'm not sure what's confusing here. I clearly see that the maximum cashout from a free bonus is 10x of its amount. Could you please clarify? Am I missing something?

If you look at second attachment on right first and second line

it says 15 times in words not as figures

Abraham, please note that the 15x maximum cashout is applied to a cashback bonus, and not a free bonus. That is not the same type of bonus. Correct me if I am wrong, but from what I have gathered so far, you played with the free bonus.

Dear Abraham,

We are extending the timer by 10 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.