HomeComplaintsThebes Casino - Player’s bonus winnings have been capped.

Thebes Casino - Player’s bonus winnings have been capped.

Amount: €1,003

Thebes Casino
Safety Index:Below average
Submitted: 23 Apr 2020 | Case closed : 11 May 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Portugal had his winnings from No Deposit bonus capped at €100. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago

Everything else. I completed the playthrough, tried to withdraw but couldn't. I contacted the assistant by chat, and I was told that the reason for not being able to withdraw the money was that the address was not the same as the document, they corrected this and said that I could already do the withdrawal, I did. After 5 days I saw that the money returned to the account and when I asked what happened, they said that I needed to make a deposit, which was not the reason they gave me the first attempt. Then they said I could only withdraw $ 100 of the bonus money, if I made € 1003, did I have to deposit $ 25 to make a withdrawal of $ 100? What about the rest of the money I made? Whose pocket will it go to? It makes no sense.

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4 years ago

Dear Ruben,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from Sign-up Free Spins? I have checked bonus policy, and this is what I found:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100."

"In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Edited by a Casino Guru admin
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4 years ago

Dear Ruben,

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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4 years ago

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

The player can reopen this complaint anytime.


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