Home Complaints Space Lilly Casino - Player’s winnings from bonus play have been cancelled.

Amount: A$1,100

Space Lilly Casino - Player’s winnings from bonus play have been cancelled.

7.5/10 Good reputation Submitted: 19 Oct 2019 | Case closed: 29.10.2019
Our verdict

Unjustified complaint

REJECTED

Case summary

15 days ago - 29 Oct 2019
The player from Australia played with a reload bonus. After the player has requested a partial withdrawal, he continued to play with the bonus and accumulated even more winnings. Unfortunately, the rest of the player’s winnings were cancelled after 4 days due to a rule of the maximum cash out. The player breached bonus T&Cs. We closed complaint as ‘rejected’.
Written by Petronela
Casino Guru admin
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Jay czislowski

I chose a reload bonus then I started to win and I done a $300 withdrawal and keep 100 in casino to play with then I do more withdrawal s till I had 1100 in withdrawal then I went to live chat to see what was happening with my money  . But this 4 days later . They wipe my 1100 back to 200 said it 10* deposit can be withdraw..my argument if it is cap at 200 when I done my first withdrawal of 300 they should have wiped it then back to 200 but they wait 4 day later and I had 5 withdrawal I think  this site is a scan 

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Petronela

Dear Jay,

Thank you very much for submitting your complaint through our website. I’m very sorry to hear that you didn’t succeed to withdraw all the winnings that you have accumulated during the bonus play. I checked the General Bonus T&Cs and this is what I found: "Unless otherwise stated, players are only allowed to make a one-time withdrawal for a maximum amount of 10x the original deposit when the winnings result from playing with an active deposit / reload bonus. Any additional winning credits will then be forfeited." 

I understand that you would prefer if the casino capped your winnings after first withdrawal request, but, unfortunately, this is not a common practice. The system that accompanies every withdrawal and verification is not automated, and it might take few days. This is what happened in your case. You were not stopped or blocked when you have decided to continue your bonus play, as at that time casino was processing your first withdrawal request. Sadly, there is not much I can do, to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

I am sorry I couldn’t help you more in this case. Thank you very much for your understanding.

Best regards,

Petronela

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Petronela

Dear Jay

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Jay czislowski

What do you want me to say you haven't helped me out I want the world to know that that the space Lilly is a fraud like if you play with jokaroom casino have you placed with your requirement is yours space Lilly casino the only one that does this maximum 10 times your deposit it's f****** bulshit

Public
Petronela

Dear Jay,

I’m very sorry about this situation. I understand how frustrating it might be for you. Additionally, I have to say, that it is nothing unusual for the casino to limit or restrict player’s winnings from the bonus play. Please understand, that if the casino shares all the relevant information about bonus play on their website, and the player breaches these T&Cs, casino has all the right to cancel the winnings. I wish I could do more for you at this time. Sadly, I am forced to close the complaint as ‘rejected’.

Best regards,

Petronela

The request to reopen the complaint has been submitted. We will review the situation and inform you about the outcome of this process.