The player from South Africa had his bonus winnings capped. We rejected the complaint because the player didn't respond to our messages and questions.
I won more than R5000.00 and when I submitted a withdrawal request the system indicated that only R5000 is available as withdrawable cash.
I submitted a withdrawal for R4500.00 and I was told that the withdrawal was succesful and that it will be processed.
All I received was R100.00
How is that possible,
Awaiting to hear from you
Dear Charles,
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.zarcasino.co.za/terms-and-conditions:
„Where a player has won using their first free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of R100 applies."
"All Free Spins will have a maximum withdrawal of R100. This would apply to all regular casino offers, free spins that are offered as part of any other deposit match offer; and all free spins awarded by the casino where no deposit is required."
Do I understand correctly that your winnings have been accumulated solely from a Free/No Deposit bonus?
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.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela