Limitless Casino - Player's withdrawal is confiscated after bonus terms issue.

Hello,

So i played with a bonus at limitless casino (50 free spins) and very carefully read the T & C, regarding all the info about max bet, country restrictions and for example restricted games with bonus money. I found it quite odd that the maximum AND minimum withdrawal was 50€ from this promo. I played through the bonus wager requirement without breaking any rules at all, i had to make a verification deposit of 10 (i did 12 usd approximately).

So.. then i requested a withdrawal of 50.15€ and at first I thought it was because the amount exceeded 50 that it got cancelled.

But from what i found out from support the reason was "Bonus terms violation". Since I read the terms carefully because I was considering starting playing here frequently due to various promotions, I certainly did not violence any bonus terms.

*please see attached image* of which they stated the main terms/rules in the promotion. It makes perfect sense that players are not allowed to use bonus funds for playing e.g progressive slots. But they are not telling anything about that every table game or progressive slot is not allowed even after completing wager, which is very misleading.

But when my bonus balance was all converted to real money balance, i had 40 usd something in balance.. so i did 2 hands of black jack (not live games or anything, not that it should matter). and then i requested a withdrawal.

they confiscated the whole funds (inc my deposit) and referred to:

7.1.ad) Terms of the promotion are in effect until all winnings from the promotion have been withdrawn.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.

7.1.j ) The Player understands that in order to claim any coupon, free promotion, or make a new deposit, the Player needs to play through the current deposit, bonus or free promotion, and the balance on a Player's account must be below $/€/AUD 1.

I been in the industry myself and this cant be legal... policies of not being able to withdraw not just maximum 50 but minimum 50 (also known as EXACTLY 50) is one thing. BUT then referring that the bonus t & c is also applying to real and playthrough/wagered balance when the bonus is gone is mad. Not even being able to cashout the initial deposit that was made.

I asked my friend for some advice (she works with legal at a large casino company). She said what they do is not really legal but since the amount is only 50€ its not worth the fight.

For me its not about the money, i just want justice and that casinos like this cant continue operate the way they do..

Thanks in advance!!

Hello Timbotheprinter,

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 your account is already verified and if yes, since when exactly?
• How many bonuses did you claim in row and when was the last time you deposited?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hej!

• Ja mitt konto är verifierat med KYC
• Jag gjorde bara anspråk på 1 bonus, och efter avklarad omsättning så gjorde jag en insättning (verifikationsinsättning).
• Jag har pratat med casinot över email och förklarat min ståndpunkt och orimligheten i deras agerande. De svarar bara och hänvisar till att deras regler appliceras även efter att bonusen omsatts, oavsett om det inte längre är bonus saldo. Låter helt sjukt enligt mig. Att man ska behöva göra en instättning, gå igenom KYC för att dem sedan ska hävda att de spel som är "restricted" vid bonus pengar även gäller efter att bonusen inte längre är kvar...

Hello Timbotheprinter and thank you for all the information provided. If the bonus violation was due playing restricted games, the casino definitely should not confiscate your balance but instead should ensure that non of the restricted games are playable.

To further clarify the situation with the casino, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Yes i agree that casinos that have restricted games should make them "not playable" otherwise i see it as a way for the casino to review afterwards wether they wanna payout the player or not..

in this case i did not play any restricted games at all during the bonus. It was after the bonus was completely wagered. though, they are telling me that the bonus terms and restricted games are still valid even after the bonus is fully completed and you are playing with "raw balance". That is just wild if you ask me

Hello there,

Thank you Timbotheprinter 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 confiscated and what can we do to help resolve this issue.

Thank you!

Hi Peter,

Hi Timbotheprinter,

Hope you are all well and safe,

Thank you for reaching out to us.

Upon checking the account with the provided login info, we found that the player played with the free spins promotion on 10/20/2024 at 16:36:37 Casino time. 

The rules for the free spins bonus were:

75 Free Spins on Cubee

Wagering: 10x

Max cashout: 50$

Allowed games: Non-progressive slots (777 excluded)

Max bet per hand: No

Only one payout available from the coupon

Other General Terms apply

After the player finished the wagering requirements he had $31.73 winnings on his balance and started to play with the Blackjack game which was not allowed per the bonus rules. Although, the player made only 2 bets on the Blackjack he won $20.00. Unfortunately, due to gameplay violation all winnings were removed from the balance. 

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

7.1. Overall Bonus and Promotion Rules

a.d. 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.

Also, the player received pop-up message after the wagering was met that the rules of the bonus are in full effect until the payout is made or new action is started. Continuing play required acknowledging this message.

Please let us know if there's anything else we can assist you with.

Kind Regards

George Moore

Casino Limitless Management

Its funny though, cause when my wager was completed and before i made a withdrawal you told me i cant because first i need to make a "verification deposit" which i did.

Afterwards you telling me that the rules of the bonus are still there even after completing the bonus, and therefore the balance and deposit could not be withdrawn..

I also find it odd that the bonus terms that you are highlighting above and what you can see when you click on the "info box" you cant find any info about the fact that the bonus terms is still valid after the bonus. very misleading as a player.

75 Free Spins on Cubee

Wagering: 10x

Max cashout: 50$

Allowed games: Non-progressive slots (777 excluded)

Max bet per hand: No

Only one payout available from the coupon

Other General Terms apply

Dear Limitless Casino representative, could you provide me with an example of the pop-up the player would receive after finishing the wagering requirements? You can either post it here or you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

Hope you are well and safe,

The requested information were sent to your personal email address.

Please let me know if there's anything else I can assist you with.

Kind Regards

George Moore 

Casino Limitless Management

Dear Timbotheprinter, the casino has provided me with evidence that you have received the notification about bonus terms and conditions still being in effect until you withdraw your balance. As they have implemented this according to our recommendations we believe you have been informed about the situation and therefore the blame falls on your side. I advise you to not disregard any warning in the future to prevent situations like these. With that in mind, the casino operated according to their terms and conditions and we will unfortunately have to 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