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I made a deposit using the code SECONDGREEN where the terms are in the attachment sent. The code would entitle me to a 75% bonus + 65 free spins "WAGER FREE". The problems already start there, due to the fact that you cannot withdraw the bonus, which makes no sense and configures false advertising. I was pleasantly surprised when I made the withdrawal, the bonus was simply withdrawn from my balance. I didn't complain, I continued to play anyway, but now without the bonus balance. As soon as I reached R$1,400.00 I checked the account to try to withdraw again, when to my surprise the attendant claimed that I could only withdraw 620.00 claiming that the bonus terms limited my withdrawal to 5x the bonus amount. Like this? I contacted the chat several times, but they wouldn't listen to me, they would only fear that the terms of the bonus were the same and that nothing could be done. I went to read the terms again, I saw that the terms of the free spins also gave me the right to Acará up to 5x the amount won with them. I HAVE PRINTS!!! I spoke with the chat again, the justification they gave me was that they didn't usually include free spins in that calculation, but in the rules it was very clear that I could withdraw 5x the amount won with free spins. Finally, they decided on their own without my consent to credit 92.50 to my account. After that it was just downhill, I tried contacting them via WhatsApp, email and they didn't answer me, they simply blocked me on both. I was surprised by a change WITHOUT PRIOR NOTICE to the bonus terms on the site, they changed the terms, CHANGED THE TERMS!!! In the hard face!!! I have proof that this site is unreliable, has no credibility. I got what they let me get, but I'm still looking for my rights!

Fiz um depósito utilizando o código SECONDGREEN onde os termos estão no anexo enviado. O código me daria direito a 75% de bônus + 65 free spins "WAGER FREE". Os problemas já começam aí, pelo fato de que você não pode sacar o bônus, o que não faz sentido e configura propaganda enganosa. Tive uma bela surpresa na hora fazer o saque, o bônus simplesmente foi retirado do meu saldo. Não reclamei, continuei a jogar mesmo, mas agora sem o saldo de bônus. Assim que cheguei aos R$1.400,00 fiz verificação da conta para tentar sacar novamente, quando para minh surpresa o atendente alegou que eu só poderia sacar 620,00 alegando que os termos do bônus limitavam meu saque em 5x o valor do bônus. Como assim? Entrei em contato com o chat várias vezes, mas eles não me ouviam, somente temeriam que os termos do bônus eram aqueles e que nada poderia ser feito. Fui ler os termos novamente, vi que os termos dos free spins também me davam direito de Acará até 5x o valor ganho com os mesmos. TENHO PRINTS!!! Tornei a falar com o chat, a justificativa que me deram é que eles não costumavam incluir os free spins nesse cálculo, mas nas regras estava bem claro que eu poderia sacar 5x o valor ganho com os free spins. Por fim, resolveram por conta própria sem meu consentimento creditar 92,50 na minha conta. Depois disso foi só ladeira à baixo, tentei contato por WhatsApp, e-mail e nada de me responderem, simplesmente me bloquearam em ambos. Fui surpreendida por uma mudança SEM AVISO PRÉVIO dos termos do bônus no site, eles mudaram os termos, MUDARAM OS TERMOS!!! Na cara dura!!! Tenho provas de que esse site não é confiável, não tem credibilidade nenhuma. Saquei o que me deixaram sacar, mas continuo buscando meus direitos!

Dear Sirlenybritto2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the bonus terms and conditions for 2nd Deposit bonus, and this is what I found (here):

"MATCH BONUS TERMS:

Minimum deposit: 30.00 USD, 30.00 EUR, 3,450.00 RUB, 2,900.00 NOK, 60.00 AUD, 4,000 JPY, 60.00 NZD, 40.00 CAD, 140.00 PLN and 165.00 BRL.

Maximum deposit: 300.00 USD, 300.00 EUR, 34,500.00 RUB, 2,900.00 NOK, 450.00 AUD, 39,500 JPY, 450.00 NZD, 420.00 CAD, 1,400.00 PLN and 1,650.00 BRL

Wager requirement: x0.

The bonus is "sticky" and will be forfeited once you make a withdrawal request.

The max cashout of the bonus is x5 of the bonus amount.

For successful withdrawal of funds, the conditions for wagering the deposit from the T&C of clause 6.2 are preserved.

FREE SPINS BONUS TERMS:

Free Spins Maxwin: 50 USD, 50 EUR, 4500 RUB, 500 NOK, 80.00 AUD, 6700 JPY, 80 NZD, 70 CAD, 220 PLN.

Free Spins wager requirments: x0."

I would like to emphasize, that according to our Fair Gambling Codex, 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.

Could you please advise how much was the amount of your deposit? How much were the winnings credited to your account, please?

I hope we will be able to help you to resolve this problem as soon as possible.

Best regards,

Petronela

This after they changed the terms. But I have a full print that shows the terms before they change.

Isso depois que eles alteraram os termos. Mas eu tenho um print completo que mostra os termos antes deles mudarem.

Dear Sirlenybritto2,

Thank you for the screenshot. Please understand that even there, on your screenshot, it is written that the maximum cashout from Free Spins will be 50 USD, 50 EUR, 4500 RUB, 500 NOK, 80.00 AUD, 6700 JPY, 80 NZD, 70 CAD, 220 PLN.

I truly believe that the sentence about the maximum cashout being x5 of the bonus is a genuine mistake as there is no true value of Free Spins. Casino fixed the issue and corrected their bonus terms and conditions not because they wanted to cancel any players' winnings but because the sentence didn't make any sense in the paragraph related to Free Spins.

I understand how it may look but please understand that 5 x 65 FS is not something that would suggest any countable cashout. It doesn't say 5x the amount won from FS, as you suggested.

Could you please advise how much you have withdrawn from your bonus? Was it 5x the awarded bonus + maximum cashout from Free Spins?

Maximum win is the maximum amount I could win with the 65 free spins which was €50, nothing to do with withdrawal. They did change the rules in bad faith and even told me in the chat that they would never change the rules without previously informing the players. All lie. The fact is that 5x Max cashout was specified in the rules for free spins as well. This is my dissatisfaction. They can't override information for their own benefit, how am I going to trust that the rest of the information is correct? Problem of who "wrong", why do I have to be harmed by wrong information or not from the casino? If I didn't make a claim I would have received only 620.00, they didn't even add up the free spins. I insist, I want my money. They canceled my bonus balance and then claimed I was playing with a bonus! Apart from the offer of free spins without rollover, but which you can't withdraw? What a useless thing, so it's better not to give any bonuses!

Ganho máximo é o valor máximo que eu poderia ganhar com as 65 rodadas grátis que era de €50, nada tem haver com saque. Alteraram sim as regras de má fé e ainda me disseram no chat que jamais alterariam as regras sem informar previamente os jogadores. Tudo mentira. O fato é que estava especificado nas regras a informação de 5x Max cashout também para os free spins. Minha insatisfação é essa. Não podem anular uma informação para benefício próprio, como vou confiar que o resto das informações estão corretas? Problema de quem "errou", pq eu tenho que ser prejudicada por uma informação errada ou não do casino? Se eu não faço uma reclamação teria recebido só 620,00, eles nem se quer tinham somado os free spins. Eu insisto, quero meu dinheiro. Cancelaram meu saldo de bônus e depois alegaram que eu estava jogando com bônus! Fora a oferta de free spins sem rollover, mas que você não pode sacar? Que coisa inútil, então é melhor não dar bônus nenhum!

Let me get this straight, so when the 100% bonus terms say the maximum cashout is 5x I have to accept it, but the free spins that say the same thing was that a mistake? How convenient! Who decides if this is a mistake? The casino? Oh for God's sake!

Deixa eu ver se entendi, então, quando os termos do bônus de 100% dizem que o máximo cashout é 5x eu tenho que aceitar, mas os dos free spins que dizem a mesma coisa foi um erro? Que conveniente! Quem decide se isso é um erro? O casino? Ah pelo amor de Deus!

I was just implying that the 5x 65 Free Spins cashout doesn't make any sense. Therefore, it looks like a genuine mistake from the casino's side. Simply, it is not possible to count how much would be the maximum cashout with this description.

Could you please advise how much you have withdrawn from your bonus?

I cashed out R$712.50, after much complaining. It's not 5x 65 spins, it's 5x R$92.5 which is what I won with the free spins. Did you understand? Maximum spin win is different from maximum cashout. Those of you who work with casinos should know this.

Eu saquei R$712,50, depois de muito reclamar. Não é 5x 65 rodadas, e sim 5x R$92,5 que foi o que eu ganhei com as rodadas grátis. Entendeu? Ganho máximo de rodadas é diferente de máximo cashout. Vocês que trabalham com casinos deveriam saber disso.

With all due respect, bonus terms do not say 5x winnings from Free Spins as you suggested. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

The bonus is the whole set from 75% to free spins. I don't expect you to understand, since you work with this type of site, since you weren't the person harmed by them. The terms prior to the amendment made by said casino clearly say "FREE SPINS BONUS TERMS". In which it is quoted "The max cashout of bonus is 5x of the bonus amount". Do you want me to send you the print again before the change? At the very least, I expected a neutral assessment of my situation, but I have already seen that this is impossible.

O bônus é todo o conjunto desde os 75% até os free spins. Não espero que você entenda, já que trabalha com esse tipo de site, visto também que não foi você a pessoa lesada pelos mesmos. Os termos anteriores a alteração feita pelo tal casino dizem claramente "FREE SPINS BONUS TERMS". No qual é citado "The max cashout of bonus is 5x of the bonus amount". Quer que eu te envie novamente o print antes da alteração? Eu esperava no mínimo uma avaliação neutra da minha situação, mas já vi que isso é impossível.

Did you read what you wrote out loud and did it make sense to you? Just below "FREE SPINS BONUS TERMS" is written "THE MAX CASHOUT OF THE BONUS IS 5x OF THE BONUS AMOUNT". I would like to emphasize the word ==BONUS== which refers to both the 75% and the free spins. I didn't "SUGGEST" anything, it was written there! And I'm not speaking with all due respect! You can reject it if you prefer, because for me that doesn't mean I'm wrong, I'm pretty sure I'm right! Attached is the PRINT because unfortunately it is not possible to draw here.

Você leu isso que escreveu em voz alta e pra você fez sentido? Logo abaixo de "FREE SPINS BONUS TERMS" está escrito "THE MAX CASHOUT OF THE BONUS IS 5x OF THE BONUS AMOUNT". Gostaria de enfatizar a palavra ==BONUS== que se refere tanto aos 75% quanto aos free spins. Eu não "SUGERI" nada, estava escrito lá! E eu não estou falando com todo respeito! Pode rejeitar se preferir, porque pra mim isso não quer dizer que eu esteja errada, eu tenho plena certeza de que estou certa! Segue em anexo o PRINT porque infelizmente não dá pra desenhar aqui.

If my complaint is public, I would like other people to see the PRINT I sent. People who go through and went through the same as me and feel cheated and aggrieved by biased casinos and changing and unfair terms.

Se minha reclamação é pública, gostaria que outras pessoas vissem o PRINT que eu enviei. Pessoas que passam e passaram pelo mesmo que eu e se sentem enganadas e lesadas por casinos tendenciosos e termos mutáveis e injustos.

• "The maximum cashout of the bonus is x5 the bonus amount."

Your bonus amount was 65 Free Spins. I'm trying to explain to you that it seems like an honest mistake is it is impossible to count 5x 65 Free Spins. It would be 325 Free Spins and that doesn't refer to any countable amount.

• "The maximum cashout of the bonus is x5 the bonus winnings amount."

This is what you wish to cash out, but unfortunately, it is not (and it wasn't) stated in the terms and conditions. I hope this explanation helps.

Dear Sirlenybritto2,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.