Space Lilly Casino - Player's winnings have been reduced.

Good night casino guru,

So i had a problem id Space Lilly casino, i have use the week code of Lilly50+50, wich give you 50% the amount of your depposit more 50 no wager free spins,

I depposited 20€ and i receive 10€, however after i talk to the chat support, they told me to use first the bonus and then the spins, because id i use the spins while i have a active bonus the amount that i win on spins would go for bonus balance.

I listen to the agent and i play fist id the bonus and i lose, my balance was on 0.

So i decided to play the 50 free wager free spins and i win about 12€,

Id that money i win 1040€ and ask to witdrawal 820€.

However now casino said that i can only witdrawal 10x the amiunt of my depposit wich is 200€, but the reality is that i didn t use any bonus because my balance was 0 when i start to play the 0 wager free spins like the agent told me,

I really think i should receive my winnnigs in full,

Pls help me to resolve my problem,

Dear Jorge,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. I've also checked the casino bonus terms (https://www.spacelilly.com/content/terms-and-conditions)and found this:

"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."

In this case the free spins were part of the deposit bonus, so the 10x withdrawal is also applied on them. In case you deposited 20€, you are allowed to withdraw 200€ by the casino terms. I'm really sorry we can't help you more with this issue. Can we assist you in anything else? Looking forward your answer.

Best regards,

Nick

Dear Jorge,

We haven't receive any answer from you. Please note, if you will fail to respond to us within the next 7 days, your complaint will be rejected.

Best regards,

Nick

We are now rejecting the complaint as the player did not respond to us.