Heaps O Wins Casino - Player's winnings from free spins removed.

I received an email for free spins! I played the free spins won little money and had a playthrough of 354. I hit the jackpot and all of the money was removed because I did not make a deposit. This is where the problem is the terms and conditions are conflicting if you can not win off of multiple bonuses in a row then the bonuses should not be given with another set of terms and condition that allows you to win. This Casino does whatever it takes to get you in then they do not honor the bonus that they give you. Very ridiculous, if you see them in your inbox ignore it because your not going to get it they just want you to play.

Dear talishalane1st,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you played with multiple no-deposit bonuses consecutively?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes that is correct. I have just recently signed up and this was the 2nd set of free spins sent.

Thank you for your reply, talishalane1st. I checked the general 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."

Please note that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings. I am afraid that we believe that the casino denied your winnings in compliance with their terms.

I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Dear talishalane1st,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.