I started on a 230% match bonus that included 35 free spins. During the free spins I won around $150 and wanted to withdraw, but was told by the agent that I must first complete the play through amount of $66, I deposited $20 initially. After losing most of that $150, and finishing the play through ( I knew it was over because my credit was then withdraw able) I played A few games of blackjack once it was unlocked, it was locked previously, I'm assuming it was because I was still playing on the bonus credit. With my last $9 I played Max bet on a Pokie and won nearly $1400, I tried withdrawing but the email address to which I had to send details and documents kept bouncing back. I logged on today and my credit has been reduced to the initial $20. The agent said that I breached terms by playing a non-allowed game and that the winning are forfeit. I would really like to understand if I am in the wrong.

Dear Aidan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.888true.com/terms/ :

"Restricted Games

The games Roulette, Craps, Baccarat, Pai Gow Poker, War, Sic Bo and/or 'Shooting games' -e.g. Fish Catch may not be played with any funds from a coupon code (e.g. all bonuses). Any winnings from coupon codes on these games will be deemed void."

"If the Player plays any games different than the allowed games as indicated on the coupon, winnings will be void."

Could you please advise which exact bonus you have played? Please forward its specific link, bonus name or the activation code as most of the bonuses I have found were for Pokies & Keno only (no Blackjack allowed).

Could you please advise if you are aware of placing bets on any of these restricted games while wagering your bonus? Please understand that until you place a request for a withdrawal your bonus is active; hence, all the bonus rules must be followed.

We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet.

Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

Hi Petronela,

I dont think I have the link to it, but I’m sure it was the Welcome230 code that I used to start. I was not aware of the restrictions of the bonus at the time of starting, no. And I also did attempt to make a withdrawal prior to winning, during my free spins from the bonus I had accrued over $150 and wanted to withdraw already, but the support agent stated that I had to finish the bonus credits first until it became withdraw able. After playing a while then all of my credits became withdraw able and the blackjack was then unlocked (it was locked in the start). I hope this helps.

kind regards,

Aidan ***

Dear Aidan,

If your account is still accessible, could you please forward your game history? My email address is [email protected]. Thank you very much in advance. 

Hi Petronela.

I sent you the history. I hope you have received it well.

Kind regards,

Aidan

Thank you very much Aidan for providing all the necessary information via email. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Aidan for all provided information, I did receive your game history.

I would like to ask the casino what’s their standpoint in this situation. Is the player entitled to his winnings? Thank you in advance for your reply.

Greetings Aiden, Petronela, Zuzana,

The Welcome230 code is indeed valid for Slots and Keno only Aiden, by using this (or any) code you are indicating that you have read and understand the terms and conditions of the bonus and the casino itself.

In the interest of fairness, in cases where you have played games not allowed by the bonus the deposit amount is often refunded to the player's account as cash as it was in your case. This allows you the opportunity to redeem a different coupon or to play the balance as cash with no restrictions.

Since you opted to play the refunded deposit balance down without restrictions there is very little I can do in this situation Aiden.

In the future if you have any questions regarding bonus or casino rules you can check the terms and conditions page on our website, or just ask! Our customer support staff is available 24 hours a day via livechat.

Best wishes,

Nick and True Blue

Hi Zuzana,

I do not feel like that is fair at all, as I depleted the bonus and in my point of view, I was playing with my own funds and was capable of playing blackjack. The win should therefore be legitimate and I should receive my winnings. I also do not feel that the mere returning of my $20 even comes close to the $1400 that they have taken. Please tell me that you understand? I hope that I am not in the wrong.

Kind regards,

Aidan

Dear Aidan,

I am very sorry but you need to understand that until a withdrawal is requested and approved the terms and conditions of the bonus apply.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter otherwise, we will be forced to reject this complaint. Thank you for your understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified