Limitless Casino - Player's withdrawal has been canceled repeatedly.

I deposited $200 under the "FIRST DEPOSIT BONUS- 60 % No Rules" promotion. This means I received a $120 bonus which put my total at $320. I met all the playthrough requirements and ended with $206.85 in my "Real Balance" (NOT BONUS BALANCE). I have tried three times now to withdraw and continue to get cancellations because "the bonus amount is not withdrawable". I have asked over 4 support agents and all of which have ended the conversation without answering my questions. On top of this, after my third attempt they are requiring me to do KYC, likely to attempt to push me away. This casino is VERY sketchy and likely a complete SCAM, STAY AWAY!

Dear b3clawed,

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. 

Could you please send me a screenshot of the bonus you redeemed or provide a link to the bonus and bonus terms&conditions for us to review?

Could you please send the correspondence between you and the casino about the issue to my email at tomas@casio.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

Hi Tomas,

The bonus shows when you make an account for the first time on the home page. I will attach screenshots of the bonus terms, my transaction history, my balance, and my withdraw attempts.

Just a quick update- Tried to withdraw again just now and they fully REMOVED $120 out of my balance.

How is it right for them to claim I cannot "withdraw the bonus" and then fully REMOVE $120 from my balance?!

If anything, they should calculate the % of my initial balance I was left with at the end and take the same % of the initial bonus and then subtract that. AKA 206/320 = 64% so then 120*0.64 = 76.8 is the hypothetical amount of the bonus I still have left. Now 206 - 76.8 = 129.2.

Even if they did this it would still be INCREDIBLY SHADY because the bonus terms do not sound like there are any extra rules regarding the bonus...

Screenshots are attached and email was forwarded to you Tomas.

I fully understand your frustration.

Bonuses of this type we call sticky bonuses. These are bonuses where the bonus amount granted to you at the beginning, will be subtracted from your balance once the wagering of the bonus is complete. These bonuses are common in situations where, either the bonus contribution of the bonus is higher (more than 100% contribution to your deposit); or the wagering requirements of the bonus are low. They are almost omnipresent in casinos focusing on US players.

Take a look at an example below:

The casino describes this rule in its terms and conditions in the bonus section:

7.1 Overall Bonus and Promotion Rules

(...)

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. (...)

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.

Considering this, the 120 USD subtracted from your account seems to correspond to this amount. Please let me know if I overlooked any information or if you have any questions.

Dear b3clawed,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint. The player can reopen this complaint at any time.