Nevada 777 Casino - Player's winnings were deducted due to unclear bonus conditions.

I rejoined here recently after constantly losing at the beginning of this year, I took a match bonus and deposit $105. This coupon came with a x20 max cash out. I played it and after completing my play thru I finally won. The casino automatically removed the bonus and I was left with a small win of $1761. I then made a withdrawal for a bank wire for this amount. I then received an email that they need my documents. 90% of casinos allow me to block my ID numbers on my drivers license. I really don't like giving that info out so it kind of made me mad. On the withdrawal page it allows players to reverse their withdrawal and play again. That is what I did. I reversed the $1761 and played it and surprisingly I won an additional $1250. So that brought my total to $3011. I then made a new withdrawal for my new winnings. $3011.

It was in my account as requested. A day later I was able to make a deposit even though I had a pending withdrawal. I even asked chat if that was ok. I made a deposit of $150 and won an additional 500. That brought me up to around $3600. I then reversed the withdrawal again and added up my new total and made a new withdrawal. You can only have one withdrawal at a time. I sent all the documents in that they wanted and I was approved. On Sept 9th I received an email that my request for payout has been sent. The total out of $3600 was only $2205. Apparently they paid my original win of 1761 plus the $444 from my deposit. The numbers really aren't adding up for some reason but I have all the documents. I contacted them immediately and they said that since I reversed my initial withdrawal and played the money then the original bonus gets reactivated to any new monies won with that money. They said it is in their T&C's. I asked Sally to point me in the direction where I can see this in your T&C's. Sally said I will have to find them myself. Well I looked and could not anything that has to do with my situation. They offer you to reverse your winnings. That original win with a bonus match was finished and the casino's bonus was removed already. They should say if you won this money with a bonus and you decide to reverse your withdrawal then the bonus will reactivate to the rules of the bonus. Well it doesn't say anything about this. Today I finally after 8 business days received my $2205. They took the $1250 plus out of my winnings.

This is my complaint.

Dear zena5755,

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 the bonus winnings have been reduced twice? Could you please clarify which bonus you played with? If possible, please post a link or promo code of the bonus offer you redeemed here.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

The first bonus I took was called Loyalty 1. which was a 250%. My deposit of $105 x 250% = 262.50 gave me a total playing balance of $367.50. After playing for several hours I finished the play thru requirements and had a winning balance of $1999.99. Then after submitting the withdrawal the casino removes the bonus given to me of $262.50 which left me with a winning balance of $1,737.49 In my account submitted for payout request. So as far as I am concerned that bonus was completed. The next step was getting approved for withdrawal.

The casino then sent me document needed for withdrawal. After reading the documents that they needed I did not like that I couldn't block my ID numbers on my drivers license, These numbers are sensitive. I don't understand why most other casino do not need my id numbers but places do. Why? I am worried about Identity theft. This made me a bit upset. On the withdrawal page it allows every player with a balance to reverse their withdrawal and keep playing without making another deposit. Since I was a bit unhappy with their document requirements I decided to reverse my pending withdrawal and play the money.

So I started out with the winnings from the prior completed bonus. $1,737.49. Since this was considered cash in my account waiting to be sent for payment (previous bonus completed) I was make bets on various games and then I got lucky and hit 1250.00 plus on one games Great Temple. I then had a total balance in my account of $3168.49. I then made a replacement withdrawal of $3168.49. I decided to send all documents in that they wanted.

After doing so I decided to play while waiting so instead of reversing my withdrawal again I made several deposits and I got my account up to 500. So then I decided to reverse the withdrawal and add the additional 500 into the total. The new total was $3600.00. I initiated my final withdrawl with a total of $3,600.00.

I will send documents to you

Thank you for your reply and emails, zena5755. Do I understand correctly based on your last email that you do not wish to proceed with this complaint?

Disregard last email. Let's proceed.

Thank you very much, zena5755, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi zena5755,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Nevada 777 Casino to join the conversation and contribute to the resolution of this complaint.

Thank you for your email. 

This case has already been explained extensively to the player. The maximum winnings for the bonus he redeemed on his deposit were paid as per the Terms of the site. All information is available on the site and is accessible for everyone which you can also check. From our side the player was paid correctly as per the Bonus Rules and the case is closed.

Kind Regards,

Nevada777 

Yes I agree the information of the bonus was available to see on your website but the reversal of your winnings that reactivates the previous completed bonus is not.

Please show me where it says this in your Terms & Conditions.

" If you reverse your winnings from a pending withdrawal and you used a bonus to win that money then the bonus will be reactivated and the rules of the bonus will apply to any additional money won"

Dear Nevada 777 Casino team,

As the wagering of the bonus was finished, the balance was turned into real money, correct? My question is: why would the max cashout be applied for real money play? Please explain.

I can't believe that Nevada777 is willing to lose a loyal player over $1250. They would get it back. I have deposited more than that with my small win this year. I deposited deposited deposited over and over and got nothing out of it but boring slot play when I first joined at the beginning of this year and I closed my account. You know I deserve the $1250 from the reversal of my finished funds. Do the right thing here pay me and lets move on.

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.

Hi zena5755,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license (the license presented on the website is fake) and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter