Space Lilly Casino - Withdrawal of player's winnings has been delayed.

Hello. I made deposit 315 eur and got bonus about 370. Then my balance shows as 315 real money and other bonus money, Like i understand after terms bonus money have restriction with games and bets max limit. So i put 315 in roulette ( like i think that was real money) and got win about 1800. After that all money became bonus ( i asked about this incident in chat, but they said that it is okay).

I didn't argue and made all wager and put on withdraw. Now i see that winnigns are cutted to 315 amount.

Reason: that i played in roulette with bonus money. But how i think

1. I played with my deposit amount
2. No rule that deposit amount became bonus after some bonus claimed.

Dear ivanbest,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ivanbest,

Have you received your withdrawal from the casino yet?

no, they took all my money, saying that i played with bonus money. But i win from real balance. scam casino here

i write all information about this accident. you can read one more time in my first post. casino do not want to speak about this situation, also , they can not show term where write that deposit money become bonus.

Thank you for your reply, ivanbest. I checked the bonus T&Cs and I found this:

"16.15 If not otherwise stated, maximum bet when playing with a Bonus is 7,50 USD/CAD/EUR/AUD"

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance.

Dear ivanbest,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.