Limitless Casino - Player’s withdrawal has been denied.

I received $14 cashback for my recent deposit activity. There was the typical several hundred dollar play-through and a max of $70 I could win. At one point in time I was over $100 before all requirements were met. At the point that all of the requirements were satisfied my balance was reduced down to $70. MY money at this point to choose do with what I please. So I continued to play with my money. I was successful and brought my balance up to $200.65 and decided to cash out. My withdrawal was denied because I was apparently forever capped at $70???? After stealing the difference of 200 and 70 they claim that if I decided not to cash out again and continue playing that I could only ever win $70????? This is a blatant case of unfair t&c's

Dear Johnisenglish,

Thank you for submitting your complaint, and I’m truly sorry to hear about the issue you're experiencing with Limitless Casino. Before we proceed, I would appreciate your help in clarifying a few details.

• Could you please confirm if your account has been fully verified?
• Have you encountered a similar issue in the past?
• Also, when your balance was initially capped at $70, was it correctly transferred to your real money balance?

Please note that once the wagering requirements are completed and your balance is capped, no further deductions should occur, and the winnings at that point should be fully legitimate.

I look forward to your response and will assist you further from there.

Best regards,

Nick

yes my account is fully verified.

I have not had any issues with Limitless Casino up until this point.

I don't believe there is a real money balance only the one balance that you have and if you have requirements to satisfy you can only withdrawal what isn't restricted by requirement if any exist..

And that's my point exactly. If when I meet the requirements and say my balance is $100+ and its then brought down to the max I can win, in this case $70, then that $70 is my money to do with whatever I want. Essentially they're saying that I would have had to cash out that $70 and then re-deposit it in order to win anything over that $70.

Dear Johnisenglish,

Could you kindly forward your deposit, bonus, and betting history to nikolas.b@casino.guru for further review?

I look forward to your response.

Best regards,

Nick

they only provide me transaction history for the last 7 days

Dear Johnisenglish,

As we require additional information to proceed, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you from this point onward.

Regarding your balance, if it was corrected after completing the wagering requirements, it should be treated as real money and should not be subject to further deductions.

Wishing you the best of luck in resolving this matter.

Kind regards,

Nick

Hello Johnisenglish,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Limitless Casino to join the conversation.

Dear Limitless Casino,

I would appreciate it if you could clarify the reasoning behind the capping of player winnings, particularly in cases where the player has previously wagered the cashback bonus and the winnings seem to originate from what should be considered real money.

Hi Michal,

Hi Johnisenglish,

Hope you are all well and safe,

Reviewing the player`s account we found that the player played with the Fortnightly cashback free promotion on 9/15/2024 at 09:09:30 (Casino time). 

The rules for the Fortnightly were:

https://limitlesscasino.com/rewards

Terms & Conditions

1. Fortnightly Cashback is calculated based on a percentage of players' Fortnightly Net Loss, which is calculated as Deposits minus Withdrawals.

2. The Minimum Allowed amount for Fortnightly Cashback is $10.

3. Wagering requirements: 30x.

4. Max Cashout is limited to 5x the Cashback amount.

5. Allowed Games: Non Progressive Slots, Video Poker and Blackjack Games

6. Net Loss Calculation by Player Class level (During the Fortnight):

a. Bronze/Apprentice/Journeyman: $200 minimum net loss.

b. Artisan: $125 minimum net loss.

c. Master: $111 minimum net loss.

d. Grandmaster: $100 minimum net loss.

7. Cashback percentages are determined based on the Player's VIP Level. Please refer to the table below for the specific percentages.

Fortnightly Cashback TABLE

VIP Level Cashback 

Bronze     5% 

Apprentice 5%

Journeyman 5%

Artisan     8%

Master     9%

Grandmaster 10%

The cashback amount that the player received was $14.00.

After the wagering requirements were met, the system automatically removed $52.94, leaving $70.00 on the balance (the maximum cashout limit for the player's Fortnightly Cashback).

At that point, the system notified the player via a pop-up message that the bonus rules remained in effect until a withdrawal was made or a new action was initiated. Without agreeing to these rules, the player could not continue to play.

After agreeing to the rules in the pop-up message, the player continued to play and earned additional winnings. At the time of the withdrawal request, the player's balance was $200.65.

On 9/15/2024 at 10:10:37 (Casino time), the player requested a withdrawal for $200.65. However, the payment manager rejected the withdrawal due to the maximum cashout limit. The excess balance of $130.65 (above the max cashout limit) was removed, and the player withdrew $70.00 on 9/15/2024 at 10:18:30 (Casino time).

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.

Thank you for your understanding in this matter. Should you have any further questions or concerns, please don't hesitate to reach out to us.

Kind Regards

George Moore

Casino Limitless Management

Normally there is a pop up message. During this playtime no pop up message was displayed. The only indicator that any requirements were satisfied was the reduction in balance.

Thank you for the response, George / Casino Limitless Team. Please forward me evidence that the Pop Up message was shown to the player at michal.k@casino.guru

Dear Johnisenglish,

Although I can agree with you that ideally all restrictions or limitations associated with bonus terms and conditions should be automatically enforced at the software level to prevent unintentional breaches by players, however, we recognize that this may not always be feasible given the diverse platforms utilized by different casinos. Therefore, we strongly advise players to thoroughly read and comprehend the bonus rules prior to claiming any bonuses. Maybe you don't fully recall the Pop Up message but it most definitely was shown and you must have ticked the box otherwise, you wouldn't be able to play further. It becomes quite difficult for us to engage with the casino team regarding any breaches of their terms when players have been clearly informed that the bonus conditions remain in effect.

I understand that this may not be the response you were expecting, but please note that the casino team has acted in accordance with the established rules to which you agreed and the $70.00 you received seems to be the correct amount. Please let me know if the situation has been sufficiently clarified to you or if I can assist you with anything else.

Hi Michal,

Hope you are well and safe,

The requested information were sent to your personal email address.

Should you have any further questions or concerns, please don't hesitate to reach out to us.

Kind Regards

George Moore

Casino Limitless Management

Thank you for your email with the evidence, George / Casino Limitless Team.

Dear Johnisenglish,

I have reviewed the evidence, which confirms that the pop-up message was indeed displayed, and you would have needed to tick the box to proceed with your gameplay.

I understand this may not be the outcome you were hoping for, but please note that the casino team acted in line with the rules to which you agreed, and the $70.00 you received is the correct amount you should have received. Please let me know if the situation has been sufficiently clarified to you or if I can assist you with anything else.

Dear johnisenglish,

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.

Dear johnisenglish,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us, johnisenglish if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru