Island Reels Casino - Player's winnings were capped.

I got 100 free spins and won 350 usd from them it was in my available balance so I requested a withdrawal of 350 usd but in bitcoin the next day I cancelled it and went on the roulette and won another 2150 on top of the 350 totaling 2500usd and requested a withdrawal of 2500 sent all information requested all got approved email came through at 8:12am on the 16th march saying payment is in next batch of payouts at around 1pm it got declined and changed from 2500usd to 100usd

Dear Justinh80,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found: https://slotswincasino.com/terms-and-conditions

"FREE BONUS TERMS AND CONDITIONS

• The minimum and maximum withdrawal permitted on existing and previous free money bonuses is capped at $ 100.00. Any funds left from free winnings will be immediately removed from the player account after processing the withdrawal. The person who tries to go above this limit will have the funds removed from his/her account.
• Withdrawals from free bonus promotions of $ 100.00 are only processed when a copy of your driver’s license and a utility bill is received, matching the name, DOB and address registered on your SlotsWin account.
• A verification deposit of minimum $10 via Bitcoin or $25 with a card will have to be made and wagered at least once through before a withdrawal originating from a no deposit bonus will be paid to you.
• (...)Wagering of credits/withdrawals originating from free bonus money, free spins and leaderboard promotions, will carry the maximum withdrawal limit specified on the original bonus claimed. All remaining funds will be forfeited and removed from the account at the time of processing."

Could you please clarify whether you started to play the roulette with a balance of 100 or with a balance of 350? Have you deposited a minimum deposit specified in the terms?

Thank you in advance for your reply.

Best regards,

Tomas

Dear Justinh80,

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.