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7.1.ad) Terms of the promotion are in effect until all winnings from the promotion have been withdrawn.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