Dear whitneypaulos,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings? (here):
The maximum individual wager permitted using any portion of an active bonus is $2.00 on any single pay-line on any slot game and a maximum single wager of $10.00 on any game. Players placing wagers using any portion of an active bonus in excess of this maximum will forfeit any winnings earned from the session.
Could you please confirm that you have activated a bonus when depositing funds into your account?
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If these winnings were accumulated with an active bonus, I’m afraid there’s not much we can do for you. Looking forward to hearing from you.
Best regards,
Petronela
Dear whitneypaulos,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings? (here):
The maximum individual wager permitted using any portion of an active bonus is $2.00 on any single pay-line on any slot game and a maximum single wager of $10.00 on any game. Players placing wagers using any portion of an active bonus in excess of this maximum will forfeit any winnings earned from the session.
Could you please confirm that you have activated a bonus when depositing funds into your account?
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If these winnings were accumulated with an active bonus, I’m afraid there’s not much we can do for you. Looking forward to hearing from you.
Best regards,
Petronela