Punt Casino ZA - The player's winnings were cancelled after playing with a bonus.

good morning
 

herewith I want to lay a complaint against PUNT ONLINE CASINO 
 

On 8/09/2019 I was busy playing with my coupon and won the jackpot of R8300 and something on the Triple Twister game during my play.  I had money on my game that exclude the jackpot money and cash out R9000. See attachedment as proof.  This morning when I check it shows only R600 and I contacted punt consultant which inform me that they rectified it because I won it during my coupon. I explained to them that it was the Jackpot and not the money that I had toe play through as part of the wager bonus. Normally it the wager bonus amount are not played through it shows there nothing to pay out.  I cash out my jackpot money and it cash out.
 

Now PUNT casino says it can’t be pay out because it was part of the coupon.  If that was the case the why did it pay out when I withdrawn the money.  See attachment 
 

I have proof and herewith it is that I cashed out and it shows that I did. 
 

I want my jackpot money of R8300 and something on triple twister and it shows that it was won because it was on R8300 and something and know it’s on R1000 otherwise I will open a fraud case against punt casino.
 

Dear Wanda,

Thank you for contacting Casino Guru and letting us help you with your withdrawal issue. I would like to ask you for more information concerning your complaint. What bonus exactly did you play with? Could you also try to upload the screenshot again? It did not get through the first time.

Best regards,

Peter

 After all my complaints they pay out only 3000 and that still not fair and I want my full amount of 9000

Its not about the type of bonus or the max payout that jackpot pop out while I was playing and if it was on n max payout of 500 why did it withdrawal my R9000!  Why did they pay out 3000 because they know they are wrong and if u look at the screenshots that came that I was was not the bonus came and the whole R8300 and something jackpot is know on R1000.  Indicating that it was win

Hello Wanda,

Thank you for the reply.  I looked at all the screenshots. Did the casino explain why you were only able to withdraw R3000 instead of R9000?

Best regards,

Peter

Yes they just cancelled it and as per screenshot said I’m only able to withdraw a R600 because the Jackpot was win during my play through and As u can see I did cash out and the following day after a few hours they cancelled my R9000 and say I’m only allowed to get R600 because the jackpot was win during my play through of the free bomus that had a maximum of R500 to pay out...  but if that was true normally if u don’t f play u wagger bonus amount through and u wane cash out it send a red message that the amount is incorrect t and u can cash out.  This did not happen why suddenly they change it and paid out R3000 they know they are wrong and own me my res of my jackpot because that was a pop up jackpot of another game and not of credits I build up with the free bonus games 

The managers and the chat consultant went to the finance departime t and also felt that I deserve my bonus because he phoned me and said they argued with finance and then they made and agreement that they willing to only pay out R3000 because even though I cash out R9000 

So they refuse to pay out my res of my jackpot I made it clear to The consultant that they can pay out the 3000but I will not leave it and is busy With a complaint

I’m still waiting for feedback regarding my complaint.   

Hello Wanda,

thank you for the additional information, we are still waiting for the casino to reply.

Best regards, 

Peter

will they reply because they deliberately delay know all my other withdrawal also since the 13the and don’t want to pay out my other winning of 2200

Dear Punt Casino,

we gave you another seven days to reply. Please, be aware that in case you fail to response in the given time frame, we will leave the complaint unresolved.

Best regards,

Peter

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

Hi Wanda, 

Thank you for your patience; I see in our system that you won R9K from the Daily free spins which has a maximum cash out of R500, this is why we approved  R500 in winnings+R100 fees (R600). 

That once the CS team informed you about Max Cash out terms you were unhappy and as a gesture of goodwill our team Manager approved R3000 as an exception. 

Please contact the Casino support if there are further issues to arrange a case manager to reach out to you. 

"

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Firstly I won a Jackpot of more that R8300 on the Twister game after i finished my free spins on the spree spin game. All I have to say is after months of playing punt Casino with free games and payouts I check several times during my playing if I can cash out and every time I check with the cashiers hoe Must I must still play before I can cash out or I try to cash out then it shows in red that I can not cash out because the amount that a want to cash out is more that the amount available and I had more that R1000 credits on when the Jackpot went of Flashing JACKPOT several seconds I the cashout R9000.  My argument is and here’s the proof that I did cash out the system allowed it and if that was not allowed by the system it would not cashed out.  As per image of Twister game it shows after payout that the jackpot amount was then R1000 and something.  If that was a fault why was that Jackpot not rectified back to R8300 and something?

I’m glad to be advise on this request from Punt Casino.  The Casino finance decided on the R3000 payout without giving me any change to discuss that amount And to come to an agreement.  

I will settle on a additional R3000.

Only If the Casino aggree on this, the matter can be close

See your feedback on 3/10

see my feedback on 3/10

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion

We would like to ask the Punt 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.