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so I made a couple of deposits in this casino ($500) lost it all and then they gave me cashback , with the cashback I was able to win and max it out ($1050) so I requested an withdrawal, the withdrawal was taking for ever and I decided that I wanted to play some more so I made a couple more deposits of $500 and even a deposit of $1000. I lost it all and I decided to reverse my winnings that were pending for withdrawal, with those I won $1000 and made a total of $2000 , so I requested an withdrawal for $2000.

Today I got this email:

"Dear Antonio ,

Please be informed that your withdrawal for amount of 550 USD out of 2000 USD has been approved and it was sent to your bank account.

Please allow up to 7-10 business days for the funds to reach your account.

Please note that you won with 210 free chip bonus. According to our Terms and Conditions, the maximum cash out of this free chip bonus is 5 times of the bonus amount. Hence, the maximum cash out of this bonus is $1050. Rest of the winnings has been deducted."

so they took half of my money and they only payed $550 at a time after I made deposits of $1000

today I’m trying to solve this on the chat and no success, I ask for my account manager and they don’t even know who he is

Dear AAlmeida,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am sorry, but I am not completely sure - could you please clarify, whether the issue is that your winnings will be paid out in installments, or that part of your winnings has been confiscated?

If there is any other relevant communication between you and the casino, please send it to kristina.s@casino.guru.

Thank you very much for your reply.

Best regards,

Kristina

My issue is both the fact that they deducted my money and the fact that they pay me $500 at a time

I made deposits of $1000 in this casino now they wanna pay me half of that at a time .

AAlmeida, unfortunately, if the bonus has a maximum cashout limit, there is nothing we can do with it, as that is very common. What is the time span between the withdrawals, please? Have you already received the first installment?

I placed a withdrawal from my cashback winnings of $1050 which was the max allowed , after that I placed many deposits ($500 and even $1000)

and lost it all , then I reversed those winnings and I won an extra $1000

so that money is not attached to the bonus no more .

I have received the first payment and now they put the rest ($500 since they deducted $1000) back into my account balance and they blocked my account from doing withdrawals, so currently my money is being hostage in the casino balance

I might not be explaining well so I’m gonna be more specific

-Deposit $500 (with match promo)played lost

-deposit $500 (clean) played lost

-asked for cash back $210 CB chip played won $3000 (played it out to $1050) requested an withdrawal for $1050

-made another deposit $500(with match promo) played lost it all

-made another deposit $1000(with match promo) played lost it all

-reversed the $1050 on withdrawal played won $950 , requested an withdrawal for $2000

after that just read my first comment

Thank you very much AAlmeida for your reply. 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.

I would like to ask Free Spin Casino to join us and help us resolve the player's issue.

Dear Antonio,

Please be kindly informed that yesterday our team was activly trying to assist you with your withdrawal request and eventually they decided to submit withdrawal payment from their side, our manager informed you of it via live chat

Please be advised that your winnings were gained with 210 free chip bonus which has maximum cashout limit of $1050. Any winnings gained from bonus chip carry the maximum cashout limit with it. Even If you reverse these winnings and gain more using it, maximum cashout limit still applies and exceeding amount will be removed upon withdrawal approval.

My winnings were not from the $210 cashback chip , I did max that chip and placed an withdrawal I then placed many deposits after that (deposits of $1000) and later I reversed the cash I had on withdrawal and won some more ($950)

the casino should be ashamed of paying $550 at a time to a player that makes thousand dollar deposits

also the casino restricted me from doing withdrawals after they send the rest of my winnings back into my balance account

it’s all on purpose for me to lose it all

Dear Free Spin Casino,

Could you please send us some kind of proof that the winnings were generated from the bonus and the withdrawal was still related to the bonus? Please send it to nikolas.b@casino.guru.

Hello. Hope you are well.

Please, be kindly informed that A******** stated by himself that he:

-asked for cash back $210 CB Chip, played. won $3000 (played it out to $1050), requested an withdrawal for $1050;

-made another deposit $500 (with match promo), played and lost it all;

-made another deposit $1000 (with match promo), played and lost it all;

-reversed the $1050 on withdrawal, played and won $950, requested an withdrawal for $2000;

As you see, he made deposits but he lost it all, therefore they have no connection to the withdrawal.

And they were not deposited on top of his Free Chip winnings, they were pending at that time and were not on his balance.

P.S. I just sent proofs that the winnings were generated from the bonus to Nick.

Dear AAlmeida,

We have received your gaming history from the casino as proof. As you also mentioned in your previous post here, you canceled your withdrawal of your first $1050, which was generated from the bonus with the maximum win amount. However, that money was still generated from the bonus so it doesn't matter if it was a reversed withdrawal or you made a few deposits since than. That concrete amount is still counted as bonus winnings so the max withdrawal limit will still apply even if there was some other transaction made. I'm really sorry that we could not help you with your request but in this case the casino was acting by their terms and conditions. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru

Ok I thought once I cashout out that money would become cash but that’s ok , living and learning

so and what’s the reason why the casino was paying me installments of $500 after I made a deposit of $1000?

And why did they restricted my account from doing withdrawals when I still have money on my balance ?

We haven't receive any information about the restriction but as per their terms, the weekly withdrawal is limited to 2000€ so it may be one of the reason. The reason behind your account being blocked may be because of this ongoin investigation of the case. It's a common procedure during verifications, withdrawals or unsolved cases and complaints.

To satisfy the player's last request I would like to ask Free Spin Casino to give us a specific explanation of the limited withdrawal and account block.

Hello,

We can confirm that the customer had a problem submitting the request on 9th of March, therefore we asked our tech team to look into the matter ASAP. Unfortunately, the customer has left the chat before the matter has been fixed, so we decided to create his withdrawal request from our side, it is pending at the moment on his account, player is welcome to log in and check it.

Please, take into consideration that as per our terms and conditions Casino reserves the right to send out the player’s winnings in installments, his current withdrawal payment is planned to be approved in full amount.

Dear Aalmedia,

Is the answer from the casino satisfying for you? As the withdrawal is pending and the casino also answered your previous question, we just want to be sure that all your issue have been resolved.

Dear Aalmedia,

We haven't hear from you in a while. Please note, if we won't get any respond from you within the next 7 days, the complaint will be rejected.

I am not satisfied with this casino at all

it’s outrageous that I spent 2 or 3 k within hours and had to wait weeks for 1k

because the casino reserves the right to do whatever they want

I give them 1 star for all the headaches I had to go thru and not one apology or email

LESSON FOR BIG SPENDERS :THIS CASINO RESERVES THE RIGHT TO PAY YOU CLOSE TO NOTHING SO YOU CAN KEEP SPENDING LIKE AN IDIOT

AND IF YOU WIN BIG YOU MIGHT DIE OF OLD AGE BEFORE YOU GET ALL OF YOUR WINNINGS

Dear Aalmedia,

I'm sorry that you find it unsatisfiying. However, I can assure you that it mostly takes much longer to withdraw any money from the casino specialy if it's the first withdrawal request or there are some problems with verification like in your case. As per payments in istalments, the casino has right to do it per their terms which you agreed to when you were creating your casino account.

Yes , you can closed the case now and thank you for your help

I will definitely never deposit there again

The complaint will now be closed as resolved as the player received his winnings.