Slot Madness Casino - Player’s winnings from a VIP bonus have been denied.

I redeemed a cojpon naned ACESSVIP that was for 100$ free play and max cash out 100 with a wagger of 4000 this coupon in the descriptions says clearly that free chips and spins in a row are allowed. Its was a special bonus given by all inclave casinos to vip players. When this coupons are not allowed to certain players they dont let you redeem it. This was a special one that was allowed to all vip and did not matter if you played a free bonus before. When i made the wagger after various days i requested cash out and they deny it because i redeeme a free bonus before offering bonuses that then they not want to pay. Here i will leave the screenshots

Dear alyshamr0917,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slot Madness Casino.

I checked the website and found this clause regarding winnings from multiple consecutive no-deposit bonuses: https://www.slotmadness.com/terms-conditions

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you activated multiple bonuses from the casino without a deposit in between?
• When was the last time you deposited to the casino before achieving your winnings?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes i redeemed no deposit bonus before that but in the description i send in the screenshot says free bonus and chios where allowed to that vio bonus.

I understand your concern.

Have you received any explanation from the casino as to why your payout was void?

Upon reviewing the screenshots again, each of the screenshots appears to refer to a different casino.

The transaction history is from Slot Madness, while the rest are different brands. Could you please explain the discrepancy?

Yes are dieferent casino but its the same bonus i have the screenshitt of slot madnes they voided vecause i played before free chip but there says they are allowed. I will upload this casino screenshot and the response of the agent

Thank you very much, alyshamr0917, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, alyshamr0917!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I have reviewed the situation and unfortunately the win in question was the result of the 6th consecutive free chip without history of deposit in the account. The terms and conditions of the casino as well as the free chips themselves state that only one free chip is valid between cash deposit/play sessions, for that reason the requested withdrawal was denied.

Hopefully this clarifies things. Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slot Madness

alyshamr0917, we have received the evidence that supports casino's claims. Therefore, I must reject your complaint. Do you have anything to add?

Dear alyshamr0917,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.