Hallmark Casino - Player’s bonus winnings have been confiscated.

Used 300% match bonus code. Cashed out 500. Waited almost 2 weeks with no email. I contacted support via chat and was told I need to fill out a form and more pictures of ID and front and back of cards. Waited few more days. After jumping through all their hoops. Meanwhile I was receiving txts and emails daily with more bonus codes and free chips to play. I played a free chip that was sent along with the first code I used to deposit. Next morning received email saying my withdrawal cancelled. I contacted support again by chat and they told me I went against their terms and conditions by using free chip! And my balance is zero now. If this is legit this is dirty and nobody should ever play this casino!! This whole site is a scam! DO NOT PLAY THIS CASINO. THEY WILL NOT PAY ANYTHING.

Dear Jeremy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please send me the link to the offer you redeemed?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

no link just txt messages

Jeremy, could you please forward me the email/live chat transcript, in which you were informed that your withdrawal was cancelled and the reason for it? My email address is kristina.s@casino.guru.

Jeremy, thank you for your email. I checked the casino's Bonus T&Cs (https://www.hallmarkcasino.com/bonus-terms/) and I found this:

"You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time. Unless otherwise indicated by the casino management, you cannot redeem additional coupons if you have a withdrawal pending or if you have an existing overdue balance."

"All promotional offers and bonuses can only be redeemed by players when they have no existing account balances and no pending withdrawals unless stated otherwise."

From the conversation it seems that the casino was referring to these terms. Could you please confirm whether you activated any bonus whilst having a pending withdrawal?

Dear Jeremy,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information 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.