This Is Vegas Casino - Player's winnings have been limited by bonus terms.

Terrible, I accepted a bouns for a free £5 bet, done all the wagering, managed to get it up to (£20,000) then to be told that i can only have £50 of that and the rest will be erased. So i can have £50 of £20,000, so they get to keep £19,950 unbelievable!!!!…. Spoke to live chat the operator i got was rude and was no help at all, and told me that i should of read the terms better, i explained that ive been cheated because the bouns should have a cap of £50 so you cant exceed over it because it is unfair that you can get your balance above that just to be told you cant have it. Honestly the worst casino experience ever! and to top it all off it’s a day after Christmas. Totally disgusting.

Dear Llou9886,

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 (here):

6.8. Free bonuses (Comps, Free Chips, converted Comp Points or any other non-deposit bonuses) are playable bonuses awarded to players so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 50 Credits (50 $,€,£,AUD, or 500 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager.

I would like to emphasize, that according to our Fair Gambling Codex, 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.

Please understand that it is nothing unusual to have maximum cash out applied to any promotional winnings and to remove the bonus amount at the time of the withdrawal.

Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear Llou9886,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.