Hallmark Casino - Player’s struggling to withdraw his bonus winnings.

They gave me a free hundred dollar chip I never did say that I was able to cash out or not and I was playing with real not demo and I also made a deposit of $31 I've already wagered over $1000000 to top it off they have changed my bet from $200 to $20 because they saw me going up to quick and now they're saying I can cash out I can't cash so I can cash out so I'm not sure anymore what to do if anybody has some answers please let me no

Dear Cornelius,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.hallmarkcasino.com/bonusterms/:

„Unless stated otherwise, all No Deposit Bonuses are subject to the following terms and conditions:

The bonus amount must be wagered a minimum of 20 times; 50 times for All Allowed Table Games and Video Poker.

Wagers placed in Roulette, Craps, Pai Gow Poker and Baccarat, are not allowed with any No Deposit Bonus (unless specifically stated otherwise) and do not count towards meeting the wagering requirements.

Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is $100. All free chips valued at or below $100 will come with a cash-out limit of no more than, nor less than, $100.

Players cannot redeem consecutive multiple free bonuses. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to be made before you are eligible to redeem the second No Deposit Bonus.

All No Deposit Bonuses are subject to the Wager Requirements and Maximum Withdrawal Limits listed above.

Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance, as you will not be able to withdraw these funds.

* Back to back free chip between deposits may limit or void your chance of cashing-out. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, if a Player wants to redeem two free chips in a row, players will not be able to withdraw any winnings generated by playing on said chips. The casino reserve the right to make exceptions on the Withdrawals approvals. For further questions please contact Customer Service.

All Affiliate/Marketing freechips of $100 or more or under $100 will be entitled for max $100 cash-out. For more information review bonus description in your bonus history."

Have you been advised what was the exact reason why you can’t withdraw your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

PS: Since the winnings have been accumulated from a $100 Free Chip, I corrected the disputed amount from $500,000 to $100 as that would be the maximum cash out. 

Dear Cornelius,

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 rejecting 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.