Limitless Casino - Player’s winnings are reduced due to term changes.

I made a deposit of $198 on the May 25th 2023 and claimed 505INSTANT bonus code.

The terms and condition of the bonus back then indicated max cashout of 10 times deposit (I sent them a screenshot of the terms)

I won $3200 but the system fixed the balance to 10 times deposit exactly as the terms indicated to be $1982

The terms and condition were changed during June and now when I try to cashin they want to apply the new rules of this bonus which is 5 times deposit as max cashout which is of course not fair.

They are willing to pay $991 and they say they can change the terms whenever they want ...."The Casino reserves the right to alter, amend or withdraw any Game from the Casino at any time, as well as to alter prices, features, specifications, capabilities, functions or other characteristics of Services and/or Games. https://limitlesscasino.com/terms-and-conditions"

Of course they can change the terms whenever they want but they have to pay first the players that played the older terms.

Dear Peaches1247,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Limitless Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Did the casino inform you when the change in the terms and conditions of the bonus change?

Would you be able to send me the screenshot of the bonus terms from the time you redeemed it?

Please send me the communication you had with the casino on the issue. My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent an email to tomas@casino.guru with the screenshot

Thank you very much, Peaches1247, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.n@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Peaches1247,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello Matej,

Hello Peaches1247,

Hope you're well.

Please note that we have reviewed your account and established the following.

You have deposited and claimed the 505INSTANT bonus on May 25th. The terms of the promotion, at that time stated that the cashout limit was 10x the deposited amount. In the meantime, 4 days later to be precise, the cashout limit was lowered to 5x the deposited amount. This is the reason our Payment Managers reduced your balance.

Given that at the moment you claimed the bonus, the Terms of the promotion stated that the cashout limit was 10x, said terms will be applied.

Your winnings have been returned to your balance and you may proceed to finalize your first withdrawal.

Should you need any additional assistance, please do not hesitate to contact our Customer Service.

Thank you for your understanding and congratulations on your win!

Kind Regards,

Lucas Bellingham

Limitless Casino Management

Hello Peaches1247,

Please confirm that the issue is solved, and we can close the complaint.

Dear Matej,

Yes, the issue is resolved and you may close the case. THANK YOU very much for your help. I will recommend your website and Limitless Casino to all who will listen!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Peaches1247, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru