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Hi there, I had made an account a while ago under the basis of the No deposit bonus, I had completed all the wagering under the requirements and in turn had the account balance after wagering set to the $90 maximum payout as intended, as this was lower than the minimum withdrawal amount I had begun to wager the said $90 to a more adequate amount now that I have hit $507 I am now being told to make a withdrawal I will need to add another deposit of $60 to only make a withdrawal of $150 and the other $350 will become unplayable although the entire funds are listed as currently withdrawable

Dear Sleathy,

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 (here):

„"No Deposit Bonus" is a free trial promotion that may be given to a Customer on a one-off basis, upon registration, so they can try the games before making their first deposit.

...

The payout limit for no deposit bonuses is either 3 (three) times the initial bonus amount/free spins number or $150; whichever is lower. In case the progressive jackpot is hit, the payout limit will not be increased.

...

In order to make a payout from a no deposit bonus after the wagering requirement is met, there should be at least one deposit made. If the maximum payout limit of the bonus is lower than the minimum amount allowed for payout ($150), the difference has to wagered 1x deposit amount."

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 us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Yeah it seems the issue I was under belief, I had completed the wagering at near $1000 and then set back to the agreed $90 max payout, I then begun to wager the winnings to $500 and it's now listed as Withdrawable, even though I'm being told it is not.

You have completed the wagering but continued playing with winnings from the No Deposit bonus. Hence, the maximum cashout would apply to your entire winnings.

Please request a new withdrawal of $150 and keep me informed about any further development. Looking forward to hearing from you.

Hello Sleathy,

Have there been any developments since our last conversation?

Dear Sleathy,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.