Thebes Casino - Player’s free bonus winnings have been reduced.

I won 30,000 dollars on my free spins just to finish my play threw and only get 25 bucks that's kinda not right is it? I tried speaking with sone one about it but they just don't think it matters

Dear Mary,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.thebescasino.com/en-CA/bonus-rules:

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

"Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding C$100 will be forfeited. The said amount, C$100, will be available for withdrawal."

Could you please advise if you have deposited any funds into your account and how much is your withdrawable balance now?

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 predator, 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, especially when it comes to No Deposit bonuses.

Looking forward to hearing from you.

Best regards,

Petronela

Dear Mary,

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.

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.