Limitless Casino - Player’s bonus winnings have been voided.

Casino sent an email accusing me of over betting a violation of the terms of the bonus I was playing, alleging I had multiple bets in excess of $10, a violation of the terms of the bonus I was playing. Thus, my request to cash has been refused. I replied to the email, informing the casino that I screen record my game play and requested they provide me with evidence to substantiate the claim. No wonder they don’t have a license, they don't deserve one. Had they just said something like, "We don’t have the liquidity to cash you out tonight, please check back tomorrow," there would not be an issue. Instead the decided to lie and accuse their patron of cheating. It’s disgusting.

Just prior to receiving that email from the casino, I attempted to log into my account, but it was not accessible. The message said temporarily restricted. After the email came I was then able to log in.

The management at Limitless is lying and I want to prove it.

Dear scandling,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„The casino is committed to fair gaming and as such has set maximum bet limits for all bonus promotions. Unless specifically stated otherwise in the promotion itself, this limit is $/€10. Should a player bet over this amount, any winnings will be considered void."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Subsequent to sending my email to the casino, notifying them that I screen record my game play, Limitless wrote back advising they would grant a one-time exception to this policy, and I was cashed out shortly thereafter.

I do actually have the recordings on my phone, but uploading them to a cloud or sending them to CasinoGuru would be a time consuming venture, and let’s face it, who wants to watch 2.5 hours of slot play to confirm that none my bets were above the $10 ceiling? Regardless, let me know if you’d like me to forward the recordings and/or the email from the casino making an one-time exception to their policy in this case. I appreciate that they stepped up to the plate, but reading their email did not feel like a victory the way one might think it would. I felt embarrassed, embarrassed for the casino. I look at gambling like an expensive form of entertainment, it is intended to be a fun and entertaining experience. Clearly it is much more than that for the casinos, it is their business, their livelihood. This is an aspect of gambling that I have no interest in seeing, a distraction from the entertainment I’m paying for. When a casino steals your winnings, they also steal the entertainment experience you paid for and that is the real tragedy here.

Thank you, scandling, for your email. I understood that the casino decided to pay your winnings. Please keep me informed about any further developments. Looking forward to hearing from you.

Dear scandling,

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.

Reject the complaint? The complaint has been resolved. The casino stepped up to the plate and paid the winnings.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, scandling, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru