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I received a link (attached)

where I was offered free spins. The message said this:

"Get DOUBLE travel points for every deposit completed by midnight and enjoy your VIP complement in Free Spins, code: FLY30 bit.ly/3DJCbVs"

I played the free spins and received a win of 2000 euros

I made the withdrawal request correctly, also paying the transfer costs of 10 euros.

Now I get an email where he announces that the payout can be a maximum of 100 euros as specified in the message received ... ... but the message does not report anything !!!!

Ho ricevuto un link (in allegato)

dove mi venivano offerti delle giocate gratis. Il messaggio riportava questo:

"Ottieni DOPPI punti viaggio per ogni deposito completato entro mezzanotte e goditi il tuo complemento VIP in Giri Gratis, codice: FLY30 bit.ly/3DJCbVs"

ho giocato i giri gratis ricevendo una vincita pari a 2000 euro

Ho effettuato la richiesta di prelievo in modo corretto pagando anche le spese di bonifico di 10 euro.

Adesso mi arriva una mail dove mi annuncia che la vincita può essere al massimo di 100 euro come specificato nel messaggio ricevuto……ma il messaggio non riporta nulla!!!!

Dear Tony82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Tony82,

Have you received your withdrawal from the casino yet?

Dear

the casino as anticipated by email, has credited 100 euros instead of 2000.

In the message (which I published) it is nowhere highlighted that the maximum withdrawal is 100 euros.

I made bets for an amount of 2000 euros in winnings, made a duly processed withdrawal request, paying also 10 euros in costs .... and now I am told that I can withdraw a maximum of 100 euros. I find all of this anomalous, not fair and rather misleading.

Gentilissimi

il casino come anticipato tramite mail, ha accreditato 100 euro invece di 2000.

Nel messaggio (che ho pubblicato) non viene evidenziato da nessuna parte che il prelievo massimo è di 100 euro.

Ho effettuato delle giocate per un importo di 2000 euro di vincite, effettuato una richiesta di prelievo regolarmente elaborata pagando anche 10 euro di costi….e adesso mi viene detto che posso prelevare 100 euro al massimo. Ritengo tutto questo anomalo, non leale e piuttosto fuorviante.

Thank you for your reply, Tony82. I checked the Bonus T&Cs and I found this:

"7.13 Any promotional free spins are subject to a 100(€) maximum cashout unless otherwise stated."

This means that even though you won much more money, you can withdraw only a specific amount, which in this case is €100. Casinos try to design their bonuses to be as attractive as possible, but the casino can set the maximum cash out for their bonuses. This isn’t anything unusual, especially when the bonus was in the form free chip or free spins.

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.

Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

good morning. In this message sent yesterday we note that the bonus that is given has no limit to the maximum withdrawal.

that time the casino says that it was written that the withdrawal was instead of 100 euros maximum instead there was nothing written

buon giorno. In questo messaggio inviato ieri si nota che il bonus che viene dato non ha nessun limite al prelievo massimo.

il casino quella volta dice che era scritto che il prelievo invece fosse di 100 euro massimo invece non c’era scritto nulla

Tony82, I see in the message 2 separate bonuses. The first is 25 free spins that players can activate with the code (which is the one you used) and the second one is a cashback bonus for your deposit. I am sorry, but I still believe that the casino capped your winnings rightfully, therefore we are not able to proceed with this complaint.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.