The player from Germany had used a deposit bonus to play slot games and won money from free spins, which were obtained through missions that supposedly had no withdrawal limit. Despite being informed by live chat that there was no limit, the casino reduced his balance to €25, stating that non-deposit free spins had a limit of €25. We requested additional information and documentation to investigate, but the player did not respond within the given time frame. Consequently, the complaint was rejected due to lack of response.
Touch Casino - Player's winnings have been reduced.
Amount: €500
Touch Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello,
I used a deposit bonus (with no maximum withdrawal limit) to play slot games.
There are missions you can activate to receive free spins and additional deposit bonuses. In my case, I won free spins. I then activated these free spins and won some money. I contacted live chat to ask about the maximum withdrawal limit. I was told that winnings from missions have no withdrawal limit. I wanted to withdraw €500, but the next day, my balance was reduced to €25, and I was told that non-deposit free spins have a limit of €25.
I contacted live chat again and was once more told that winnings from missions have no withdrawal limit. However, they still refuse to give me the money, saying it was from normal non-deposit free spins.
Automatic translation:
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3 months ago
Dear DerKoenig,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced with the online casino.
To help us investigate your case more thoroughly, could you please provide the following information:
- The exact date and time when you activated the free spins and won the money.
- Any screenshots or documentation showing the terms and conditions of the deposit bonus and missions.
- The full communication you had with the casino's live chat support regarding the withdrawal limit.
Any additional details or documents that could help clarify the situation, including the specific mission you completed and the messages you received about the withdrawal limits.
If you have any relevant communication or additional documents, please forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 months ago
Dear DerKoenig,
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.
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3 months ago
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.
