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.
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.
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