Online Casino Games - Player's withdrawal is delayed and account support is unreachable.

Just like the other person's complaint I've sent in all the documents they have asked after they have asked me to resubmit, but keeps on delaying the payout. Last communication with them was telling me that everything looked good and I would get paid no later than yesterday morning, but I still have not received payment. Now when I log on to their website the chat button for the customer service which was floating at the bottom right of the screen is not there, so I can't even reach anyone. I've email them but no response. It has been over two weeks since my initial payout request.

*I was trying to attach screen shot of chat button missing, but it failed.

Dear mcjoo78,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly was your last identity document successfully verified by the casino?

When was the last time you communicated with customer support?

Kindly send me the link or a screenshot of the bonus you played with.

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

Best regards

Veronika

I got a reply from the OnlineCasinoGames today. They denied my withdrawal because

"discovered multiple breaches of the bonus terms, specifically the $5 max bet rule"

As new customer I didn't know $5 rule and bet more than $5. I read the Term and conditions about quarter way into clearing bonus wagering requirement and contacted the customer service. I was told that the spins, which I made more than $5 wager might not count toward the wagering requirement. So I continued playing making sure I didn't bet over $5 and cleared the requirement. However, now I am told if I made a single bet over $5 it doesn't qualify and voids all winnings. here is the long version.

Chat transcript

Name: KENNYUsername or Email mcjooQuestion: WithdrawalGwen

Wed, 09 Oct 2024 00:39:47 PDTHello. How may I help you?

KENNY

00:40Hi, I have a quesion about bonus play through requirement

Gwen

00:40Hi Kenny!

Gwen

00:41Sure, what's your question?

KENNY

00:41So I got denied withdrawal becasuse discovered multiple breaches of the bonus terms, specifically the $5 max bet rul

KENNY

00:42so during the bonus play through I can't make a single bet that is over $5?

KENNY

00:43because I was told the play that is over $5 and the winnings will not count toward the play through

Gwen

00:43The maximum bet while a bonus is active is €/$5 / 50kr or 10% of total balance, whichever is lower.

Gwen

00:43Yes, you cannot make a single bet that is over $5 or 10% of total balance, whichever is lower.

KENNY

00:46because it was my very first deposit with tyou guys I wasn't familiar with the terms... but later during the play I found out about it... and I contacted the customer service and I was told that the bets I made which is over $5 will not count toward my play through. So I replied I understood it and I didn't make bets over $5 afterward

KENNY

00:47if you look through the chat history, you will see it

Gwen

00:50I'm sorry Kenny but it's not only the bet for that round that you breached. All winnings for that deposit with the bonus will also be forfeited.

Gwen

00:51It is clearly stated on our terms and conditions.

KENNY

00:52yes.. but I wasn't told that by the rep. I was told that those bets won't count toward the wager requirement. When I told your rep about I didn't know and I was betting over $5.

Gwen

00:53My apologies if you were informed that the bets you made that was over $5 will not be included but again it is clearly stated on our terms and conditions.

Gwen

00:53Per our Bonus Play Through Requirements (found in our Terms and Conditions, section Bonus Play Through Requirements), the following rule applies: "Maximum bet during a bonus is $5.00 or 10% of the balance, whichever is lower, to avoid voiding the bonus and winnings."

KENNY

00:53if I knew that deposit play wasn't going to get me anything, I would of forfeited the bonus right then,. what is the point of playing if I can't cash out any winnings? right?

KENNY

00:55but I kept playing because I was told that my plays with over $5 bet will not count toward the wagering requirement.. so I kept playing and made sure to not bet over $5 afterward

KENNY

00:55You can check the chat time stamp and my betting amounts..

The chat was transferred.00:57Henry

00:58Hi Kenny!

Henry

00:59Sincere apologies that my colleague got disconnected.

KENNY

01:00Plus one more thing, it is impossible to not violate your terms when you can only bet $5.00 or 10% of the balance, whichever is lower, to avoid voiding the bonus and winnings.... because let's say you get down to last cents in your balance... let's say.. 90 cents... left.... 10% of that is 9 cents... and it is lower than $5 so I must bet 8 cents, but since I can't bet that amount I bet 20 cents.. then I'm breeching the terms... you know?

Henry

01:01I understand your point, however if the game's minimum bet doesn't permit you to do 10% then it will not apply.

KENNY

01:01may be I was getting too harsh on him... hehe... my apologizes... I just wanted to tell you my side of story

Henry

01:02Sorry to say this but understand that the decision is final and not reversible.

Henry

01:02Your original deposit of $150 has been returned to your real money balance.

Henry

01:02If you don't want any restrictions on your bets, you can play and not claim any bonus.

KENNY

01:04I know but I was given a wrong information... I would of forfeit the bonus and did that if I knew that I had violated terms that day... can you jsut check the my chat history for the 9/16?

Henry

01:05I have checked your chat with my colleague Aether and she also gave you the Terms and conditions when playing with a bonus. "Thank you for waiting. Upon checking, it seems like you're playing with a bonus. Yes, the maximum bet during a bonus is only $5.00 or 10% of the balance, whichever is lower, to avoid voiding the

#Too long so to paste the whole conversation. If you'd like I can send you second part.. Thanks..