Vegas Rush Casino - Player’s winnings were cancelled due to a breach of Bonus T&Cs.

Ich habe mit einem Bonuscode ohne Einzahlung  Gewinn erspielt und davon 2000.-$ zur Auszahlung beantragt.. Dieses steht noch aus, ist im Prüfverfahren. Danach hab ich einen zweiten Bonus in Anspruch genommen und habe mittlerweile einen Gewinn von über 11000.-$ erzielt. Da ich kein Englisch spreche hab ich  mittels Googleübersetzer erst Jetzt die Bedingungen lesen können. Hab ich wirklich keinerlei Chance den erzielten Gewinn zu erhalten? 

Dear Peter,

Thank you for contacting Casino Guru and bringing the issue to our attention. I’m sorry to hear that your winnings were cancelled. It is very common for casinos to limit the winnings from bonuses and implement other restrictions. The casino can form their own T&Cs and set their own rules for the game play. I looked at the casino Bonus T&Cs and found the following: 

"Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Coupons or promotional offers cannot be united. If at any time this should occur, winnings may be voided.

The Casino will occasionally offer Promotional Coupons as "Free Chips". The maximum withdrawal amount for any free chip given is 2x the value of the free chip. For example if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $200.

Free Chips cannot be used in succession by the Player. If a player redeems a free chip, regardless if the offer was sent to the Player via the Casino or they redeemed it via Customer Support, they cannot redeem a second Free Chip and be eligible for a withdrawal on that Free Chip’s winnings. It is the sole responsibility of the Player to ensure they are following the Free Chip rules. Withdrawals will be denied at the approval stage with the Payments team if this rule is broken."

To sum this up, it means, you can’t activate a new bonus while you have a pending withdrawal. The casino rep in the picture you sent us mentioned you played with free chips. According to the Bonus T&Cs, you can only redeem one free chip. And lastly, there is a maximum win restriction of 2x the value of the free chip. If you broke these rules, I’m afraid we will not be able to help you. What was the value of your free chip? 

Best regards,

Peter

Der Wert war 100.-Euro.

Momentan sind in meinem Konto noch 2000.-Euro  in der Auszahlunganforderung zur Prüfung. Diese sind  von mir vom Gewinn aus den ersten Freichips von 100.-Euro beantragt wurden. Erst danach habe ich den zweiten Code eingesetzt. 

Hi Peter, 

I see, but I am still convinced the casino will only pay you the maximum amount of €200. Let's give it a few more days and we will see what happens. Let me know if you received any winnings from the casino.

Hi Peter,

Is there news from the casino?

Nein.. Noch nicht.. Sowie ich mehr weiß melde ich mich.. 

Hi Peter,

Any progress with your payment?

Noch immer nicht... Werde aber gleich noch mal nachfragen.. Melde mich wenns Neuigkeiten gibt. 

Hi Peter, has there been any news?

Dear Peter,

We are extending the timer by 10 more days. Please, be aware that in case you fail to reply  in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.