True Blue Casino - Player’s winnings were confiscated due to maximum cash-out.

I was playing on a true vip bonus which had a no wager requirement attached,nothing else.when I asked why they won’t pay me they say there is also a 20x Deposit maximum cash out so they will only payout 2000 AUD as my deposit was 100AUD.Surely they can’t get away with this crap!nowhere in the terms and conditions does it specify this and there is no "i"information button on the bonus to check the conditions either.I won this money on the feature playing the samba machine and confirmed the winnings on the chat site straight away.i have the transcript and screenshots also.please help me guys this is completely ridiculous.ive had no problems with other withdrawals I’ve made.I really hope this can be settled without further action.thankyou for your time.

Hello Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the General T&Cs, and this is what I found:

"Maximum Withdrawal (Cash-out) Rules: Maximum withdrawal amount is determined solely by the amount of the deposit. e.g. if the Player deposits ($)100 and uses a bonus with a 10x maximum withdrawal limit, then the maximum amount that may be withdrawn is ($)1,000."

Unfortunately, some bonuses feature maximum withdrawal limit. In this case it should be even less according to the General T&Cs. I understand, that you would preffer if you were able to read the Bonus conditions directly next to it, but you should always check the General T&Cs as well, or, alternatively, ask the support beforehand, in case you aren't sure.

I apologize, but we aren’t able to help you in this situation. The only thing I can do for you is to recommend you carefully reading the General and Bonus T&Cs, in order to avoid disappointment like this. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Kristina

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.