Limitless Casino - Player's winnings are repeatedly confiscated.

Played with a $100 free chip . Their was no max cash out restrictions only roll over wich I completed. I had a balance of $400+ and all of a sudden my balance went to $50 . I continued playing and wun $6000 plus . When I tried to withdraw their was a problem . They asked for verification documents wich I provided and finally after 4 days I made a deposit just so they have a return location for withdrawal . They again took all my winnings and only left $50 in my balance .

Dear Rgallo,

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. 

• Do I understand correctly the casino capped your winnings twice?
• Has the casino informed you in a popup or in a different way your winnings will be capped regardless of further play?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Rgallo,

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.

I never made a withdrawal, when I reached $400 they took my winnings and left $50 . That was the end off the coupon . I continued playing, and from my winnings I made 6000 and again they took everything

Thank you very much, Rgallo, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Rgallo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Limitless Casino for their help in resolving this complaint. We would like to know why were the player's winnings reduced twice and what can we do to help resolve this issue.

Thank you!

Hi Rgallo,

Hi Peter,

Thank you for bringing this matter to our attention. 

Upon checking your account, we found that you played with the welcome bonus chip of $100 on 7/6/2024 at 21:01:09. After you finished the wagering requirements, the system removed all amounts above the max cashout limit.

The rules for your bonus were:

https://limitlesscasino.com/terms?class=instant100

- Value: $100 Free chip

- Wagering: x20

- Max cash out: $50

- Max bet per hand: None

- Allowed games: All except Live Dealer, Bonus Restricted games and Progressive Slots

- No multiple accounts allowed

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

7.2. New User Welcome Bonus

d. The Player understands that the Casino will clear the excess funds from the User Account after the Player is paid the maximum withdrawal amount.

Also, the system give the pop-up message after the wagering is finished as reminder that the rules of the bonus are still in full effect until payout is made or new action is started.

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

7.1. Overall Bonus and Promotion Rules

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.

After the coupon reversal happened (system removed the balance above max cashout limit), you continued to play and made the winnings of $5,039.07. 

You successfully verified your account on 7/10/2024 at 02:51:44 and made withdrawal request for $4000. The payments manager rejected that request due to the max cashout rule ($50 was max cashout limit). At the end you again started to play and lost all your winnings.

Unfortunately, every free bonus has a max cashout limit. After you finish the wagering requirements, if you have more winnings on your balance than the max cashout limit, all amounts above the max cashout limit needs to be removed from your balance. 

If we can help you more, please do not hesitant to contact us again.

Kind Regards

George Moore 

Casino Limitless Management 

Thank you for the clarification Limitless Casino representative.

Dear Rgallo, as per our Fair Gambling Codex we recommend casinos implement software features to prevent situations like these, however, if that is not possible we advise implementing pop-up notifications to inform players about the bonus terms still applying. The casino has made an effort and unfortunately, we can't do much in this case to assist. Subsequently, we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter