Mad Money Casino - Player's winnings have been reduced.

I deposited 20 euro and got 25 euro match bonus and 62 euro bonus from free spins.

During withdrawal Mad money casino confiscated 163 from 538 euro telling that maximum win from first deposit bonus is 15xBonus.

But this first deposit bonus consits of match bonus and free spins bonus. Money received after finishing free spins are bonus money. So I consider maximum win from first deposit bonus must be 15xBonus (match and free spins). Mad money casino terms and conditions do not deny such position.

Also, in Casino Guru's rewiew of first deposit bonus of mad money casino is stated that free spins from welcome package have maximum win of 300 euro.

So I think that Mad money casino wrongly confiscated 163 euro.

Please help me to return them.

Dear kilabee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that it seems like the casino didn't take into consideration your free spin winnings? Also, do I understand correctly that after you completed the wagering requirements for the free spins, you were left with winnings of €62?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, Kristina!

Yes, you are right, casino didn't take into consideration free spin winnings (62 euro) when calculating maximum withdrawable amount of welcome bonus.

After completing wagering requirments of both deposit match bonus and free spins bonus I had 538 euro.

And I was paid out 375 euro only.

Hope this info will help.

Thank you very much for your reply, kilabee. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, Kristina!

I just forwarded e-mail conversation with casino.

Thank you.

kilabee, could you please clarify which part of the bonus you used first - the match bonus or free spins?

Hello, Kristina.

I used match bonus first.

Thank you for your cooperation. We have contacted the casino and the casino has explained, that your winnings were capped automatically after completing the wagering requirements. The maximum withdrawal limit from the whole welcome package bonus is 15x the bonus amount and free spins do not have a separate maximum cashout limit. The maximum cashout limit of €300 only applies to Store Free Spins, which is a different type of bonus.

Since your winnings have been limited in compliance with the bonus T&Cs, I am afraid that there is not much more we could do here. Please, let me know if there is anything else we could help you with, otherwise, we will be forced to close this complaint. Thank you very much for your understanding.

Hello.

This is untrue about atomatically capped winnings.

So If their system indicated that maximum wins that I should have after welcome bonus wagering 375 euro only my balance should be reduced automatically from 538 euro. But they reduced balance manually with strange notes about free spins had not been wagered (screenshot from bank history ).

And once again - their rules do not suppose that welcome package free spins winnings will not be included in total bonus wit max win 15 times. As I already said their rules suppose max win from bonus money, and both match bonus and free spins winnings are bonus money.

So I still see they manipulate with rules and do not want return money.

All of the casino's match bonuses that include free spins are considered 1 bonus with 1 max win. By completing the full bonus, you are wagering the bonus money and the free spins before submitting a withdrawal. By doing so, wins from both are combined and then limited to 15x.  And the bonus settings do this automatically.

Unfortunately, what you did was complete the wager on the deposit money but not the free spins. You then proceeded to submit a withdrawal for the completion of the bonus wager and save your free spins for later, effectively bypassing the 15x limit and violating Bonus Terms.

The casino canceled the withdrawal so that you can finish the wagering requirements, but unfortunately, by this time the bonus was expired and all your winnings of around €500 were supposed to be canceled. However, the casino let you withdraw at least these winnings that you previously accumulated.

I am afraid that at this point, there is not much we could do if the bonus was expired. I can only recommend that you always play with free spins first and never request withdrawals before you finish the wagering requirements for the whole bonus.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.