Rebellion Casino - Player struggles with deposit bonuses rules.

Upon making my initial deposit, I received a 100% bonus and 100 free spins, which I activated immediately and began to play. After playing through my first deposit, my account balance was between $140-160. I then started to play the free spins and, having used these, my balance remained at 10000 rubles. According to the rules, the maximum winnings for free spins is $100. However, this leaves me wondering, where are the winnings from the deposit itself? Their rules suggest that no matter how large your deposit - even if it's $1000 - you are only able to withdraw $100. I have been waiting for a response from their support team for two days, both via instant chat and email, to no avail.

Dear dxlive86,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered regarding your deposit, bonus, and free spins at the online casino.

To assist you further, I would like to gather some additional information:

• Could you please provide the name or URL of the bonus that you redeemed?
• Have you received any communication from the casino regarding the terms and conditions associated with the bonus and free spins, particularly concerning withdrawal limits and maximum winnings?

Your cooperation in providing these details will help us investigate and work towards a resolution.

If you agree, we can forward any relevant communication to petronela.k@casino.guru for further review.

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,

Petronela

https://www.rebellioncasino.com/ru/promotions/rbw1

No response from support for more than 3 days

Hi dxlive86,

• Having reviewed the bonus rules, I'm interested to know if you engaged in any games other than those designated for Free Spins play (Lady Wolf Moon, Elvis Frog in Vegas, Bonanza Billion)?
• Would it be possible for you to request and subsequently forward your game history to petronela.k@casino.guru?

Thank you.

What is the history of games for? I used free spins in one of these games, but after that I played many games. It’s just that according to their rules, it doesn’t matter what deposit you made, if you activated free spins, then the maximum you can withdraw is $100, even if the deposit was more than $100. I think such conditions are not fair, but the casino considers this normal.

Thank you very much, dxlive86, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear dxlive86,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear dxlive86,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru