Limitless Casino - Player's winnings confiscated due to violation of terms.

I used a coupon code of 'fearless' at Limitless Casino - referencing the following rules:

Bonus: 40% (+20% ON CRYPTO)

NO MAX CASHOUT

Wagering: 1x deposit + Bonus

Max bonus amount: $1000

Games: Non-progressive Slots, Keno & Video Poker

Max bet: $10 

I deposited $50 dollars via my credit card and my balance was 80.13 as a result.

I played slot games and won a few bonuses never wagering more than $6.25 meeting the requirements of the no max cashout. I at the time had a real balance of $2,000.00. It even stated withdrawable amount $2,000.00. I requested the withdrawal but had to go through the account verification process. I did this and sent in my documentation. I also followed up with customer service and asked what my allowable amount to withdraw was and was told that I just had to leave the $30 bonus amount on my account, so I did that.

Prior to requesting the verification, I clicked on Black Jack which the system generated a restriction to allowing me to access. Once the verification process started, I was of the impression that the real balance was my balance to use. I clicked on the black jack game and it was now unrestricted so I assumed that I was in good standing with the casino and met all obligations of the coupon rules as well as the terms and conditions. I played black jack as well as slots with my real balance and brought my account real balance down from 2,000 to 1689.

I received another email that I needed to also send my credit card verification in which I did this as well. I then was able to process my withdrawal request to my bitcoin address to which I only requested $1500.00 of the $1689.00 leaving 168.00 on my account.

After making the payout request I received a confirmation email:

Dear Va***** B****,

This email confirms the receipt of your Payout Request via Bitcoin.

To finalize your Instant Withdrawal, please confirm the following Payout Request Details, by replying to this email:

Username: Vbeane825

Amount: $1,500.00

Recipient Bitcoin Crypto address: 1NhEMhdGTsKWF6u2wNJfAKxCU4D6Ex8VgV

As soon as we receive your reply, we will start the Instant Withdrawal procedure. We thank you for your continued patronage and are always available, should you need any assistance.

Kind Regards,

Limitless Accounts

24/7 Customer Support

https://limitlesscasino.com

E-mail: payments@limitlesscasino.com

Verification Code:

1000786253

I sent in my reply to this confirmation.

Shortly thereafter, I received the following email:

Hi Vanessa,

Hope that you are well and safe.

Unfortunately, your payout wasn't able to be finalized.

After reviewing your account and gameplay, we have found that you have a violation while playing in Our Casino.That violation is highly forbidden according to the Casino's Terms & Conditions which you agreed to upon the registration process.

​

Please, check the Terms of your coupon:

Bonus: 40% (+20% ON CRYPTO)

NO MAX CASHOUT

Wagering: 1x deposit + Bonus

Max bonus amount: $1000

Games: Non-progressive Slots, Keno & Video Poker

Max bet: $10 

-You were playing a game (BlackJack) that is not allowed by your coupon terms.

Each coupon has terms that prescribe what game is allowed to play with that particular coupon.

We will provide our Terms & Conditions that you can check by following this link - https://limitlesscasino.com/terms-and-conditions

7.y - 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.

Due to previously stated, the Management had no other option but to void all winnings.

In case anything is not clear about promotions or T&C, You can always contact us on 24/7 live chat, before You start playing.

However, since this was done unintentionally, we have processed the whole deposit back to your balance. Good luck.

We hope that you will find a way to understand us. 

Kind Regards,

Payments Limitless

Your request number: 3614592

Logging into my account; I see only available is $50.00. If I were to take into consideration what the casino is stating was my violation, then why was black jack restricted and then unrestricted? From what I believe I was within my appropriate usage of the gameplay rules and am entitled to the winnings.

I responded to the pit boss as well as management with my concern that I did not agree and was given exactly the same response. I followed up with a potential negotiation to come to an agreement as I do not find it fair gaming practice to void my winnings based the terms and conditions they claim I violated. The casino knowingly restricted the gameplay during the promotional period and then unrestricted it during the verification process. My withdrawal was approved.

Please help!

Hello vbeane825,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Limitless Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the blackjack became available right after finishing the verification? Was the wagering requirement finished when you played blackjack? Is there any way to provide bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi Nicholas - I had met my wager and bonus requirements, started the verification process and black Jack was then open for play. I don’t have bonus or betting history - but I do know that black Jack was restricted up until I requested the payout of 2k via the customer service chat. I then had to start the verification process. During this time I clicked black Jack, because the system lifted the restriction based on my wagering and bonus being met. They stated to me in an email the following:

Hi Vanessa,

Hope that you are well and safe.

Please read our terms and conditions again

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

7.1.Overall Bonus and Promotion Rules 

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 

As a final result, the system managed to record that $4.880 of your bets were played on a game [ Blackjack ] that was restricted from being played by the referred bonus. 

However, it has been taken into consideration that you had no intentions in making such a violation, we have decided to put the initial deposit back onto your account.

You will be restriction-free while playing it. 

Again, there is no satisfaction in being forced to fully remove your winnings, but rules and terms must be followed strictly in such situations.

We hope that we will not be forced into making any similar decisions in the future and hope for even higher-quality collaboration.

Wishing you a great rest of the day!

i have no way to get my gameplay though. I do know that black Jack was restricted and then as soon as I requested the verification it was unrestricted.

Hello vbeane825,

Thank you for all the information provided. As per our policy, the casino should consider the bonus finished once the wagering is met by the player. Additionally, games which are not allowed to be played while having a bonus should be restricted over the whole period by the casino. As the restriction was lifted prior to that, no wonder you assumed that the bonus is finished and you are free to play anything.

I will now forward your complaint to my colleague Peter (peter.m@casino.guru)who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Hello vbeane825,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Limitless Casino to join the conversation and contribute to the resolution of this complaint.

Hello Peter,

Hello vbeane825,

We hope that you are well and safe.

Please note that we have received your grievance and have reviewed the situation in detail.

To start off, as you have stated, you have indeed redeemed the bonus FEARLESS that has the terms you have shared.

Bonus: 40% (+20% ON CRYPTO)

NO MAX CASHOUT

Wagering: 1x deposit + Bonus

Max bonus amount: $1000

Games: Non-progressive Slots, Keno & Video Poker

Max bet: $10 

We do see that you have cleared your playthrough without making any violations in the process.

However, we do have to turn your attention to the fact that according to the Terms & Conditions of Limitless Casino the terms of a promotion remain in full effect even after the playthrough has been completed.

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

7 TERMS APPLIED TO BONUSES AND PROMOTIONS

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"

The Casino considers all players to be fully acquainted with this particular rule, given that all players agree to the Terms & Conditions upon joining.

Nonetheless, as Casino Guru representatives have already pointed out, their stance is that upon completing the playthrough, the terms should no longer be in effect.

Given their recommendation, and the fact that you have only recently joined us, the Management has agreed to return the winnings that were acquired prior to the moment you started playing Blackjack, which is restricted by the bonus terms.

The last bet on Real-Series slots was made at 07:51:56, on 09/09/2023, Casino time. At that moment, your balance was exactly $1,394.38 and afterward, you started playing Blackjack.

Given that the Management already reimbursed your $50.00 deposit which was later spent, and that the bonus amount is not withdrawable ($30.00), the amount of $80.00 will be deducted from $1,394.38.

The total amount that will be reimbursed to your account is $1,314.38. The amount in question will only be eligible for withdrawal and cannot be played with.

Please note that we consider that you are now fully introduced with the Terms & Conditions of Limitless Casino and that should a similar violation occur, the Casino may and will void the winnings.

Thank you for your understanding and congratulations on your win.

Kind Regards,

Lucas Bellingham

Limitless Casino Management

Thank you Limitless Casino team for your help. We appreciate your decision.

Dear vbeane825,

Can we consider the issue to be resolved? I strongly suggest you withdraw your winnings as instructed.

Thank you Limitless Casino - I am utterly satisfied that you have taken the time to review and I see the winnings are in my account. I have requested a payout!

Thank you vbeane825 for the update.

I'm glad to hear that you were able to make a withdrawal. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter