I received the email to offer $75 to play . After that I won $3440 , suddenly the money disappeared and back to $75 . I had asked for the reason why ? And this is the answer:

You have experienced what is called a coupon reversal or bonus balance conversion.

This happens when you are playing on a bonus code and have successfully met play-through or wagering requirements.

Every code has a wagering requirement that you must complete before you can cash out. The moment you complete that requirement the system automatically eliminates the excess balance and leaves only the maximum amount you're entitled to cash out.

I ‘d been play with many casino but never have this problem. With another I can keep my balance and play until I meet their requirements

i need the answer from the management. Thank you

Dear Cindy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Unfortunately, some bonuses have a maximum cash out limit. I would recommend you checking out our article about bonuses, where we explain the maximum cash out limit and many more facts about bonuses http://www.kpvfaw.com/casino-bonuses:

"Some bonuses, especially no deposit bonuses, but sometimes also deposit bonuses, feature maximum withdrawal limits. If, for example, a no deposit bonus comes with a 100€ maximum withdrawal limit and a player wins 300€, he can only withdraw 100€ and the remaining amount will be voided."

Could you please forward me the bonus offer your received? I would like to check out the Bonus T&Cs.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Kristina

I received $75

Can I have your email where I forward the bonus please ?

Of course, you can forward it to [email protected]. Thank you very much.

I’d forward the email to you . Thank you

Thank you very much Cindy for your reply and email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

After making some investigation of the casino's terms I found this information:

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is (1) time the face value of the bonus, with a minimum of ($) All free chips valued below ($)50 will come with a cash-out limit of no more than, nor less than, ($)100."

In this case the bonus amount was 75$ which means the maximum cash-out of this bonus should be 75$. However, the player has sent us the promotional e-mail of this bonus which is a little confusing while it states the bonus amount is 75$ but the information on the footer of the bonus says the bonus amount is 50$ with a maximum of 100$ cash-out limit - which could lead to think the player that his maximum withdrawal is 100$.

I would like to ask Raging Bull Casino to join us this case to tell us if there is any way to pay out the 100$ which the promotional mail offers.

Hey all,

Here are the advertised rules for the free chip in question:

$75 Free Chip

Slots & Keno Only!

$100 Min/Max cash out

30x playthrough

Just to clarify, $100 is the minimum withdrawal amount for the casino. In cases where the bonus amount times the max cashout multiple is less than $100 ($20 with a 3x max cashout for example), $100 is still considered the min/max. I see in the account history that when the coupon reversal occurred and the non-cashable amount was removed by the system it removed all but the last $100 which was eligible for withdrawal.

Unfortunately in this situation you decided to play the balance down to $0 Cheryl, in normal circumstances it would be my pleasure to assist in getting you paid but in this particular instance there is nothing left in the account.

I hope this helps shed a little light on the situation.

Best,

Nick and Raging Bull

Dear Cindy,

Could you please confirm that you have decided to play and your balance is now 0€? Please note that if you did, there is nothing else we can do for you in your case. You are not entitled to a refund if you lost your money in casino games. Is there anything else we can help you with?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.