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I won $2300 and been fighting with them for over 5 months. First my documents were not good enough, two months later finally approved and now they were supposed to pay 1k and $1300. I only got $967 from the 1k. And the other $1300 they took it back saying it from the bonus. Thats some BS. They are quick to take our money but no return. Im so disappointed. I will not recommend this casino to anyone. I contacted them again and they said oh well its from a bonus and youre not getting it. Really, i played for that money and made lots of deposits. Now i just want my money.

Dear Vchong71181,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino informed you that the bonus had a maximum cashout limit?

Could you please advise which bonus you activated? Did you activate the bonus with a deposit? If possible, post here the link to the bonus you redeemed.

Looking forward to hearing from you.

Best regards,

Kristina

I made a deposit with coupon SPIN220. I was informed yesterday 7/20/22 when i chatted with a rep.

Thank you for your reply, Vchong71181. Please note that promo codes very often do have a maximum cashout limit. If that is the case, we cannot force the casino to pay winnings over this limit.

Could you please clarify how much money you deposited when using this promo code? Also, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

I sent the emails. I deposited $50. I also sent screenshots of how they approved it then rejected it.

I checked the general bonus T&Cs and I found this:

"All Deposit Bonuses: 

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if the Player deposits $100 and uses a bonus with a 10x maximum withdrawal limit, then the maximum amount that may be withdrawn is $1,000."

I would like to emphasize that a lot of bonuses do have a maximum cashout limit and casinos are allowed to confiscate all winnings that are over this limit. I am afraid that if the casino limited your bonus winnings, there is not much we could do.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to close this complaint.

Dear Vchong71181,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I also made a deposit of $80 with a coupon 260BOOST

I am sorry, but I am not sure how this relates to winnings accumulated with the "SPIN220" coupon that you mentioned previously. Could you please elaborate?

Dear Vchong71181,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded 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.