Paradise 8 Casino - Player faces unexpected changes in withdrawal policy.

The welcome bonus was very generous. But I needed to play through over three thousand dollars in credit in order to check out with a hundred dollar win. I followed through with every requirement. And then even confirmed with customer service what i needed to do. I confirmed what my maximum cash out was using the bonus prior to completing the task needed. Once I was done I was unable to cash out. It said I was I exceeded the withdrawal amount. Upon talking to customer service a second time within a one hour. I was then informed that no, now I could only check out with fifty dollars and I had to deposit another fifteen in order to even make that first withdraw. I asked how that would change in just 1 hour and why on their website it still clearly states that the minimum withdrawal was in fact one hundred dollars. He said it was a new policy that had just started. Apparently right as soon as I won it seams a bit shady. So I asked for him to be very precise because I would be doing a review of this casino. And he very clearly stated that I now was only allowed to check out with $50 in winning profit. But had to pay them $15 to even get that. So my now supposedly won profit of $100 is going to only net me a profit of $35 (due to the sudden decrease in allowed withdrawl and now required deposit). Out of which my bank will charge me $22 to have the money wired. So in the end, my net profit would be $13 for 8 hours of playing on this casino.

I feel that this was very shady and back handed and that they should honor what was given to me as information at the beginning of my introduction to this casino and at the beginning of my using the bonus code provided.

I would definitely say this casino is all about bait and switch. I would not recommend it unless you're going to just want to be playing for fun. If you're just there to play the games they are fast. They are quick and they are not glitchy. If you actually expect to receive anything in the form of an actual payout for winning, I would look elsewhere.

Hello ShonnaLColeman,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Paradise 8 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was this the first bonus you used in the casino? Was it a free bonus or a deposit bonus? Where does the casino states the new max cash out from it? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

here is my full history

see above for where it gave the requirements.

as for being verified...im unsure but i believe it was as i was allowed to withdrawl if i chose to do so. But only at the extremely discounted new rate of half.

Oops sorry i missed the last question. im on chat now.they sent additional free credits accourding to the email. The amount was almost as much as I was supposed to get you to withdrawal from earlier so I was pretty excited and of course, when I went to go see the credit and to use it. It wasn't there, so I'm asking customer service. Why would they send it especially knowing it was not there.

Hello ShonnaLColeman,

Would it be somehow possible to forward the terms (the old and the new ones) of the free spins you used as from the first screenshots you provided, it is not clear which bonus the terms belong to. Also please note that many casinos does not allow multiple free bonuses in row and may cause even troubles withdrawing.

Please forward the requested information to nikolas.b@casino.guru.

Regards,

Nick

not a problem ty!

Hello ShonnaLColeman and thank you for the information provided so far. Once you accept a bonus, the casino should not change it terms and they should apply only for the new bonuses. As it is also still a little unclear how the case escalated I will 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 ShonnaLColeman,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Paradise 8 Casino to join the conversation.

Dear Paradise 8 Casino,

As long as the player was eligible to claim a bonus and claimed the bonus under the "old" bonus rules, where the maximum winnings from a free bonus were $100, and has fulfilled all the bonus requirements, the player should receive the maximum winnings according to these rules. If, in the meantime, there was an update in regards to the maximum winnings from a bonus, these rules should not be applied retrospectively. Can you please double check when the player gained the winnings and, alternatively, reconsider your initial decision?

ty nick and nice to meet you michal

have they responded at all even once? if so ive missed seeing it. you can see how odd the whole convo was with thier rep.

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.

So they can ignore you and just get no consequences whatsoever?

Hello everyone,

While it is true that the max cashout rules from a free chip for new players were modified, and while the customer did not place a cashout before the rules were changed, we understand this is a unique situation and we are willing to place back 100 in her balance for her to cash it out. Note that the customer will still need to make a verification deposit and provide the required verification documents for us to be able to process it.

Thank you and have a good year,

Paradise8

they did put the money back in tje acvount but the withdrawl with bicoin says 100$ is exceeding the limits

Dear Paradise 8 Casino,

Can you please clarify the situation?

Dear ShonnaLColeman,

I haven't received any response from the casino. Were you able to complete the verification deposit and submit the necessary documents for the withdrawal process?

it said that 100 was above the withdrawlable amount using thier bit coin checkout. my bank will not allow a direct deposit because they think it's a scam to steal information

if I can still only withdrawl 50 then what good is them putting it back

Hello,

We see no reason why the customer should not be able to cash out her current balance. Please provide us with a screenshot of the error so we can understand the issue better.

Note that after the cashout is requested, verification documents will be required as well.

Thank you for your understanding,

Paradise8 Support

Dear ShonnaLColeman,

Could you kindly provide an update on whether you have successfully completed the verification deposit and submitted the required documents for the withdrawal process?

no because now it's saying That my bitcoin address is invalid. I use venmo it's very much so valid.

And this is the response I got when I requested help

followed by this

and ending like this

Dear ShonnaLColeman,

Thank you for the screenshots. Just to confirm, do I understand correctly that you have used 3 or more free bonuses and haven't made a real money deposit yet?

No I actually did make a real deposit of $30 to the account.. the only free play I have used have been the ones that they send with no limitations such as a required deposit. They frequently email these. I have continued to receive them every couple days from this casino. Even as my withdrawal is still pending and this issue having not been resolved.

I believe if you look at the first few sets of screenshots, you will see where the deposit had been made into the account

Dear ShonnaLColeman,

The promotional emails you referenced are standard advertisements sent by most casinos to their players. While it would be ideal for casinos to implement systems preventing players from claiming ineligible bonuses, unfortunately, this is not yet an industry-wide standard. Therefore, it is crucial for every player to carefully read and understand the terms and conditions of each bonus before claiming it. I've thoroughly reviewed the provided screenshots and cannot determine when the $30 deposit you mentioned was made. Could you please clarify whether the $30 deposit occurred before claiming the free bonuses, in between the bonuses, or after claiming the free bonuses as a mere verification deposit?

Dear ShonnaLColeman,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.