Limitless Casino - Player believes that their withdrawal has been delayed.

I'm in Missouri not Colorado, this form won't let me change it for some reason.

I attempted to play Aztec millions while still having a bonus balance, it was restricted and I could not play it. I played through all of my bonus balance and I had a zero playthrough balance. So I went to play Aztec millions, as it was no longer restricted. I played for quite some time. I started playing on my way home from work. I stopped and resumed playing a few different times. I was also playing Double ya luck. I got up to 4250 and I decided to cash out with just over 4000. I requested my cash out and waited and then I was told I was playing a restricted game and all of my money was taken. I was cheated and I would like my 4000 dollars.

Dear Nottheone,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It's not delayed. They told me I was playing a restricted game and took my winnings from me and left me with only my initial deposit, minus winnings and bonus.

Dear Nottheone,

Have you received your withdrawal from the casino yet?

No I have not

Dear Nottheone,

Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

If I could get it. I would forward it to you.

Dear Nottheone,

Did you try to get it/request it from the casino?

I tried. Would only send me partial transaction log

They would not send me the complete transaction log

Thank you Nottheone for all the information provided. Even if it would allow you to play a restricted game, the casino should not confiscate the balance based on that, especially once you have finished the wagering.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nottheone,

I'm Michal and I have taken over your complaint. After examining your case, I would like to express that while we generally advocate for the enforcement of automatic restrictions on the software level, such as accessibility of games or the maximum bet sizes we, however, recognize that different casinos utilize diverse software platforms, making such measures not universally applicable. I will contact the casino to shed more light on this matter.

We would like to invite Limitless Casino to join the conversation.

Dear Limitless Casino,

Could you kindly clarify whether the player received any warnings or notifications regarding their access to a restricted game?

Hi Nottheone,

Hi Michal,

I hope you are both well and safe.

Thank you for reaching out to us! We sincerely apologize for the inconvenience you’ve experienced. After reviewing the player’s account associated with the provided email address (note: the username is incorrect), we found that a deposit of $99.27 was made on 8/6/2024 at 18:24:17 (Casino time) with a 40% bonus applied, resulting in a starting balance of $139.26.

The rules for the attached bonus were as follows:

https://limitlesscasino.com/terms?class=40nova

-Bonus: 40% (20% on CC)

-Wagering: 1x deposit + bonus

-Max cashout: None

-Minimum deposit: $200

-Allowed games: Non-progressive Real-Series Video Slots only (except 777)

-No Other Games in any category are allowed

-Max bet per hand: No

-Max Bonus: $1000

The wagering requirement was completed on 8/6/2024 at 18:39:28 (Casino time), leaving a balance of $135.77. The player made 206 bets on Non-progressive slots (Alien Wins, Derby Dollars, Double Ya Luck!) but did not achieve any winnings during this play. At that time, the player received a system pop-up message indicating that the bonus rules were still in effect (as per the agreement between Casino and Guru, this message always appears after the wagering requirement is completed).

After fulfilling the wagering requirement, the player proceeded to play the Progressive slot Aztec's Millions, making 255 bets and winning $3,861.00.

Unfortunately, due to a violation of gameplay rules, all winnings were removed, and the original deposit was returned to the player for a fresh start. Since we processed the deposit return as an exception, the percentage bonus cannot be applied to the returned deposit.

For your reference:

https://limitlesscasino.com/terms-and-conditions

7.1. Overall Bonus and Promotion Rules

ac. Unless otherwise stated, a Player is not allowed to play Progressive games or RTG 777 slot with casino bonuses. Should any disagreement arise, the decision of the Casino shall prevail and be considered final.

ad. Terms of the promotion are in effect until all winnings from the promotion have been withdrawn. Depositing on top of existing balance, meeting wagering requirements, withdrawing or having your balance drop below $1 will not void this rule. Please refer to term 7.1.j.

If you have any further questions, please do not hesitate to contact us again!

Kind Regards

George Moore 

Casino Limitless Management 

So there was a hole in your software that allowed bonus money to be wagered on games that could not be collected on. So the casino is accepting bets from people while knowing that they can never win.

I should not have even been playing with bonus money. There was a minimum of $200 to receive bonus and I deposited $99. So I should have been allowed to play progressive slot games

Hi Nottheone,

Hope you are well and safe,

The bonus is still active, but the minimum deposit amount rule has changed. There was no issue in our system. You played your bonus in August when the minimum deposit was $100 and those rules were clearly visible in the Cashier when you redeemed that bonus. The minimum deposit rule for the bonus was changed on September 2nd, and if necessary, we can provide that information from our system to Guru. The Casino reserves the right to change bonuses, rules, etc.

Unfortunately, the gameplay rules were violated, which is why your winnings were removed.

Thank you for your understanding!

Kind Regards

George Moore

Casino Limitless Management

Thank you for the responses, George / Casino Limitless team.

Please forward me the evidence regarding the player's account at michalk@casino.guru

Dear Nottheone,

Although I can agree with you that ideally the casino system shouldn't allow you to access a restricted game and we generally support the idea that all restrictions or limitations associated with bonus terms and conditions should be automatically enforced at the software level to prevent unintentional breaches by players, however, we recognize that this may not always be feasible given the diverse platforms utilized by different casinos. Therefore, we strongly advise players to thoroughly read and comprehend the bonus rules prior to claiming any bonuses. The pop-up message was indeed shown to you and you have ticked the box. Otherwise, you wouldn't be able to play further. It becomes quite difficult for us to engage with the casino team regarding any breaches of their terms when players have been clearly informed that the bonus conditions remain in effect.

I understand that this may not be the response you were expecting, but please note that the casino team has acted in accordance with the established rules to which you agreed. Please let me know if the situation has been sufficiently clarified to you or if I can assist you with anything else.

Hi Michal,

Hope you are well and safe,

The requested information were sent to your personal email.

If you have any further questions, please do not hesitate to contact us again!

Kind Regards

George Moore 

Casino Limitless Management 

Dear Nottheone,

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.

Dear Nottheone,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us, Nottheone if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru