Heaps O Wins Casino - Player's withdrawal has been cancelled.

I used one no deposit chip in my entire duration with this casino. All the chips they say I claimed were denied, and when I tried to view my account transaction history, it just buffers and NEVER displays . Also my balance was cleared because after playing the chip, i didn't win. I entered in A free roll tournament (no coupon) with a clear balance and no pending chip. i won first place in a plentiful treasure free roll which was 225. There is an additional hundred on my account after the winnings showed up in my balance that was never there and don't know where it came from. It's not showing up on any history others than added to the tournament winnings. They keep accusing me of using multiple bonuses, and denied my withdrawl, then they cleared my balance. My status for player is depositor. I did t mix any funds or chips or anything, and wanted to d deposit $30 in bitcoin to verify my account and cure their deposit requirement and cashout, and they refused. all of the reps are very rude and don't explain anything. they just say I have used multiple free chips, and cannot collect winnings on a new chip, although i haven't used multiple , and the winnings came from a free roll a lot tournament. they just said i violated terms, and close chat on me every time before explaining. i'm very angry and mislead by this

Dear Nikkilm123,

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. 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 activated one free bonus in the past? Have you deposited any real funds into your account after redeeming the free bonus and before joining the free tournament?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

no i don't make real deposit, but when I won, i was trying to deposit $30 in order to do so and for verification, but they said i can't claim my winnings

Thank you, Nikkilm123, for your reply. I have checked the general bonus terms and conditions, and this is what I found (here):

No Deposit Bonuses (Free Chips, Free Spins)

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

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.

In the event that a Player redeems a no-deposit promotional offer that he/she is not entitled to, any winnings generated from that promotion will be voided.

The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Please understand that if you redeemed a free chip (or a free bonus) and then joined a free tournament (where you didn't pay any fee for the enrollment) it would be considered as you took advantage of two consecutive free bonuses in a row. I understand that you tried to deposit funds, but it was only after accumulating your tournament winnings, is that correct?

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Nikkilm123,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.