Limitless Casino - The player's withdrawal disappeared.

The casino says i canceled the withdraw when i never did, and I never received the funds back in the account and they cant show me where or when it was done. They instead blocked me from viewing my account history.

Hello thertz961,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? What do you mean by that the casino blocked from viewing the account history? Are you able to see the betting history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I just logged into the account and like in the picture, the account tab is no longer available to click for access. I just happened to screenshot the account when I made the withdraw. I was verified at the beginning of the account creation as I’ve been through the routine enough to know the steps.

Hello thertz961 and thank you for the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello thertz961,

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.

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

Dear Limitless Casino,

Can you please provide some information regarding the player's (Non) canceled withdrawal?

Thanks Michal

Dear thertz961,

I'm sorry to ask this quite pointless question, but I still have to ask it. Are you 100% sure that you have not canceled the withdrawal? Sometimes it is a good idea to contact live chat to help you properly submit a withdrawal request and save the chat transcript or make screenshots, this can be used as proof that you have really submitted the withdrawal request.

For now, I have not heard back from Limitless Casino yet, so I'm still awaiting evidence about this, but from the screenshot you've provided, it really looks like the cancellation was done from your side.

Anyway, in the mean time, as long as you still have the funds in your casino account, you can try to submit a new withdrawal request and try it the way I described above.

I absolutely did not cancel the withdraw....i wouldnt have requested it be withdrawn if so. Idk how you can determine it was cancelled on my side beyond the note they wrote on it. The screenshot i provided of my account activity says not one thing about a cancelled withdraw....but it does show where i requested the withdraw and where it was declined by them. The only thing that shows anything about a cancellation is the lil insert they wrote on the Memo on the declined withdraw "cancelled by customer".

Ive been speaking with them on this matter today and they still say i cancelled and played the money back but cannot show the actions they speak of. I ask for the account history to prove their allegations, they end the chat with nothing more than blame on me. It CLEARLY shows my request for Bitcoin payout at 9:19am and the payout was DENIED at 9:27am 8 minutes later. I had to go through the rigorous process of verifying myself to get this to payout to even process. and if the case was like they say and i cancelled it....I wouldnt have been redeeming coupon "feeless" at 10am...30 mins after I "cancelled" the payout and the coupon "100INSTANT, 30 mins after that. It makes absolutely zero sense. What theyre saying and the account history doesnt match for the allegtions to be accurate.

Hello thertz961,

We hope that you are well.

Please note that your account has been reviewed and it has been confirmed that the withdrawal request was canceled from the player's side.

You may see the screenshot of the event log below, where it clearly states that the transaction was canceled by the player. Also, the initial screenshot that the player provided also shows the same info.

The funds were then returned to your account and you have continued playing with said funds. Unfortunately, Lady Luck was not on your side, so the funds were spent. However, the Casino has then provided a free bonus, 75 free spins - FEELESS bonus and you may see that the bonus was claimed once your balance was $0.97.

Additionally, we must state that the withdrawal request, even if it hadn't been canceled at the time, could not have been finalized as the bonus amount hadn't been removed.

When playing with any bonus at Limitless Casino, prior to the payout, the bonus amount has to be removed as it serves for wagering purposes only and it is not withdrawable.

The terms can be found at all times on our official website:

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

7 TERMS APPLIED TO BONUSES AND PROMOTIONS

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."

Thank you for your understanding and if any additional information is needed, please do not hesitate to contact us.

Kind Regards,

Limitless Casino Management

The screenshot has a typed in memo by an agent that says it was canceled by the player. There is nothing on my account activity that says I canceled the withdraw. It’s does however say it was requested and denied. no where does it state the funds were placed back in my account and played out like you say. I had an agent tell me what games it was I supposedly played, I asked to see the history and they told me to message support@limitlesscasino.com for the account history and then ended the chat immediately. I don’t understand why it’s so difficult to get see the history if I played it out, it should be documented as every other action is. You should be able to show me where from 9:27am when I made the request to withdraw $189.55, then (the supposeed cancellation) the denial of withdraw at 9:32. 10am when I requested a different coupon FEELESS that was approved, meaning that I would have had to be below $1 balance to receive. So I’d like to see where I received and played out the $190 you say was put back in my account in a 28 minute window. That’s a lot of things to take place in LESS than 30 mins….just saying.

I need to see the timeline you suggest happened between 9;33am to 9:59.

thats the window of time available for what you say happened, if it happened.

why would it say denied by you…on your side as well FIRST? Then says player canceled the COUPON, Not the dang withdraw. The coupon that was requested between the withdraw request and the withdraw denial I requested a coupon and then I canceled the COUPON I REQUESTED.

Dear Limitless Casino,

Can you please forward us the full-player game log where we could see that the player has played and lost the $189.55 prior to claiming the FEELESS coupon bonus? You can send it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Casino now says I have multiple accounts and im not allowed withdraws. Limitless is not a casino that should be trusted. Its always another excuse after another excuse.

Hello,

Hope you are well.

Please note that the requested evidence has been provided directly to michal.k@casino.guru.

If any additional documentation is required, please do not hesitate to contact us.

Kind Regards,

Limitless Casino Management

Thank you for the response and evidence Limitless Casino team.

Dear thertz961,

We have received your game log from the casino, which is strong evidence that you actually played and lost $189.55. From the evidence we have received, the withdrawal request of $189.55 has been canceled by you and we have no reason to dispute this. Why else would it say "Cancelled by Player"? Once the withdrawal was canceled, it was available back in your balance and as I mentioned above, you continued to play with it and lost it fair and square.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. We're sorry we couldn't help you with this, but please don't hesitate to contact us in the future if you run into any issues with this or any other casino and we'll try to help.

Best regards,

Michal