Limitless Casino - Player disputes wagering requirement fulfillment.

Hey there casino guru team, I know that I'm already keeping you guys busy with another matter but this one is absolutely nuts. I will paste the email I sent to the pitboss at limitless casino . In short, they refuse to pay me and claim. I have a bonus amount to pay still, keep in mind I went from a 20$ deposit to paying back over 4k in bets and they still want more, the issue is the balance they claim I still owe is combined with my real balance for one cash amount, they claim I can pay it by betting more but that's an issue, for example if I bet and LOOSE and win back the same amount my balance doesn't change even though I could have just bet 20$!!! I hope this makes sense I don't understand why don't they just take the bonus amount from my earnings, I believe I have overplayed my bonus balance 5x over, they claim my bonus amount is the same even when I bet a little to see if they would change the amount and when I reached out to ask the second time it hadn't changed. I will attach any pictures I have and chats I have requested my gameplay history as I'm only able to view the last couple hrs. If there's anything you need please feel free to reach out to me. Also I wouldn't mind giving my login details privately so that u can test this for yourselves. Also, there's a withdrawal charge for almost 10$ when I was manually rejected,they added the note to my file that I can see. Otherwise all I need is for them to verify my documents which they refuse to do.. Ty p.s.i love what u guys are doing here ty to all the staff.

TheNameIsJay

Forwarded email (copy)

My name is Julian V*** my username is THeNameIsJay my email address is 

L***@gmail.com please feel free to respond by email or phone call or text 559*** thank you

Hi I'm trying to obtain a copy of my full gameplay history. Seeing how your support representatives are unable to grasp the concept of my complaint. I used a code to get a 116$ bonus on top of my 20$ deposit. This coupon also comes with 200 free spins which I have NOT used yet. I want to fix an issue I'm having with your people. My playthrough balance was over 4000k$ and after many hours and constant playing and betting I payed that back, clearly you can see that because my playthrough balance is at 0$ now I also overplayed my bonus amount back of 116$ and if you can provide me with a copy of my game play history I can prove that. The issue I'm having is my real balance amount is 120.37$ it's not much, but compared to the 4k$ I payed back, it's a lot to me. Which is why I can't understand why your team is playing games with me. They are saying I still have a bonus balance of 116$ to pay back, if that is true then you are definitely not keeping track of what I'm paying back, how can you keep track when your team is saying that the bonus and real balance are combined???? Do I need to sit down and ask with a calculator and subtract every bet I make. Even so they will continue to say the balance is 116$. For example if my real balance is 120.37 and I bet10$ and LOOSE it, 10$ just went to paying the bonus off now at 110.37$. Now, if I bet and WIN 10$ my balance will go back up to 120.37$ I can guarantee that I have payed that bonus back 4x over and I think that you guys just don't want to pay me. If that is not the case how come you just don't take the bonus amount off of the real balance. It's because I already paid it. Can you show me how u are keeping track I don't think you are yesterday I was told I had a bonus balance and I played a few games and I call back the next day to see if they would say a different amount and they did NOT say a different amount, so where did the money go that I bet and lost??? I will attach pictures and text so u can see my dilemma.

Dear livsdad2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I might be wrong, but based on your description of the situation, I believe that you played with a sticky bonus. The casino's bonus T&Cs indicate that this is the case too. Please, see here:

"g. The Player understands that deposit bonuses cannot be withdrawn, as they are for wagering purposes only. The bonus amount is defined as extra funds added by the Casino.

l. The Player understands that he or she is not allowed to withdraw the amount less than the bonus amount.

m. The Player understands that once the Player requests a withdrawal, regardless of the number of deposits, the Casino will deduct from the Player's balance or winnings any amount up to the equivalent value of the deposit bonus. Such deduction will occur prior to the settlement."

This is, unfortunately, how sticky bonuses work. The initial bonus value will be deducted from your account when making a withdrawal. If you deposit $20 and get a $116 bonus, $116 will be deducted from your account when you make a withdrawal. Basically, it is the price you pay for very convenient bonus conditions such as very high bonus value or low wagering requirements which both were part of the bonus you played with. I understand your frustration and that this might seem unfair, but as long as the casino states this fact in their bonus terms, there is not much we can do.

Did the casino advise how much active balance you should have in order to request a withdrawal? Also, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

I see, so no matter how much more I bet and loose, I must have 100$ over the 116. So basically I can't request a withdrawal until I have a balance of 216$...

Is that correct

Thank you for your reply, livsdad2020. Basically, you need to have enough funds in your casino account to cover both the value of the bonus plus the amount you wish to withdraw.

Please, let me know if there is anything else I could help you with.

Thank you guys for the hard work. I was able to raise my balance up to 300+ I withdrew 115 and the rest just went away.

Dear livsdad2020,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru