Heaps O Wins Casino - Player is not allowed to withdraw.

I used a no deposit free bonus code and played through the amount I was required. When I tried to withdrawal customer service told me I couldn’t withdrawal because I used multiple free bonus code which I haven’t!!!

Dear naelynnp,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Heaps O Wins Casino. I checked the bonus T&Cs and I found this:

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

Which casino bonuses have you claimed? Do you have access to your bonus history? Which bonus was your win from?

Thank you in advance for your reply.

Best regards,

Tomas

Here’s my history. One told me that it’s only one free bonus per deposit so do I just make a deposit now. I’m so confused

Either way I I only see one free bonus used heapsogold but I could be wrong. Doesn’t it also say no deposit required?

Thanks for your reply.

I can't find the promotion terms and conditions for this specific promotion. Could you please look for the specifics of the promotion as it was presented to you when you redeemed the code? Much appreciated!

That’s all i can find that shows anything about the bonus. It’s not in my redeem bonuses section as an active bonus.

The terms and conditions are the same did that bonus as they are on the web site

Dear naelynnp,

Could you show us the bonus history from the period you opened your account at the casino? Can you please advise when exactly you opened the account at the casino? Looking forward you your reply.

The day it first shows is the day I opened it

Thank you very much, naelynnp, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello naelynnp

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Heaps O Wins Casino to join the conversation.

Dear Heaps O Wins Casino,

Can you please provide some information regarding why the player can't submit a withdrawal? If you have supporting evidence that the player has claimed multiple no-deposit bonuses, please forward it to me at michal.k@casino.guru

Michal,

What is your opinion on all this?

Dear naelynnp

We need to see any relevant evidence before we can make any decisions. Let's stay positive and hope we will be able to successfully resolve your complaint ASAP 🙂

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear naelynnp

Can you please confirm that these details are the same as the ones that you used for registration at Heaps O Wins Casino?

Player ID: Princesspineda

Player e-mail: Naelynnp@icloud.com

Dear naelynnp

I have received evidence from the casino that you have claimed multiple no-deposit bonuses without a real money deposit which is sadly in breach of the casino's terms and conditions as mentioned here

Review of Withdrawal Requests

• Upon requesting a withdrawal from a non-deposit bonus, a verification deposit is required, if the customer doesn't have a prior deposit.

Unfortunately, after gathering all the necessary information, we have to agree with the casino's decision in this case. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this in the future.

I understand this isn't a satisfactory solution to your issue, but after gathering all the necessary information we don't think any further investigation is needed and we are forced to reject your complaint. If there is something I have overlooked or if you might have other information that will shed a different light on this case, please feel free to share them. Otherwise, we are forced to reject your complaint.

Dear naelynnp,

As mentioned previously, after gathering all the necessary information, we have to agree with the casino's decision in this case. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this in the future.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal