The player from Australia claimed that despite not taking any bonuses, he was forced to play back his winnings due to the casino's assertion that a bonus had been taken. After extensive argument, his balance decreased from $2500 to $500 before he could withdraw. The Complaints Team concluded that the case was rejected due to the player's lack of response, which prevented further investigation or potential solutions. The player was informed that he could reopen the complaint in the future if he chose to resume communication.
Legit99 Casino - Player experiences withdrawal issues due to bonus claims.
Amount: A$2,500
Legit99 Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.7
Legit99 Casino has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
I was made to play all my winnings back because they said I took a bonus. As I never take bonuses on my deposits because I want my withdrawal be quick but I had to argue my point until I thought I was not getting my money and from $2500 down to $500 until I could withdraw
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2 months ago
Dear jstrangaz901,
Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you've experienced with your withdrawals.
From what you’ve mentioned, it seems that your winnings were played back into the casino, leaving you with a reduced balance of $500. Since you played your winnings, the situation becomes more complicated.
As you likely know, once winnings are played and lost, there is very little we can do to retrieve the funds, as the money has already been wagered. Casinos typically require that players meet certain conditions, and if those conditions are not met, the winnings can be forfeited. Additionally, if you were not aware of a bonus being applied, this could be another factor contributing to the issue.
I understand this is frustrating, but given the circumstances, there is not much we can do to reverse the outcome unless there is further evidence of a mistake or unfair practice on the casino’s part.
If you have any additional information or documents, feel free to send them to my email at 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
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2 months ago
Dear jstrangaz901,
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.
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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
