Was told all week last week that my withdrawl was approved and scheduled for next day. I talked to someone once a day to check on it. Its the first time withdrawing from this casino. They kept telling me it would be next day. Then this morning when i talked to them and they said would look into it and send email. So i recieved email stating thst i had bet over 10 before i should have and they voided my payout. I wasnt aware that i had done that. At other casinos when there has been a oversight on my part they have always given me a warning not to do it again but they make a one time exception to the rules. Thats just good customer service. I wasnt aware i had messed up. And i was expecting that payout especialy since i had been told multipal times it was coming. Ive been playing here for 5 yrs i believe and this is the first time i had tried to withdraw. How you have handled it has not been very profesional at all.

Dear whitneypaulos,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings? (here):

The maximum individual wager permitted using any portion of an active bonus is $2.00 on any single pay-line on any slot game and a maximum single wager of $10.00 on any game. Players placing wagers using any portion of an active bonus in excess of this maximum will forfeit any winnings earned from the session.

Could you please confirm that you have activated a bonus when depositing funds into your account?

I would like to emphasize, that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, 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.

If these winnings were accumulated with an active bonus, I’m afraid there’s not much we can do for you. Looking forward to hearing from you.

Best regards,

Petronela

Dear whitneypaulos,

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.

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.