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I got their cash back bonus which said that I can withdraw 5x the amount. Cash back was 84 so 420. I played and managed to hit the requirement and they showed the bonus as having been completed with all terms and conditions been met. The amount was around 500 at the time and it never changed. I thought that they had adjusted the amount as I kept playing and won a few rounds on the slots thinking the balance was auto corrected. Once I ran the balance up to 850 I made a withdrawal of 800 which was never rejected due to insufficient funds and was being processed for about 5 hours. In the meanwhile I still had 50 pounds and the bonus showing as completed. I ran that 50 pounds to approximately 4000 (3560 and some change`). Then they rejected my withdrawal my balance showed 4300 something and then they took away 3980 and some change. I contacted them without any proper reply just terms and conditions and I explained to them they should have taken precautions like auto adjusting balances and immediate rejection of withdrawal due to insufficient funds. That would have stopped me for playing for hours and running up the balance for them to take it all away.

Dear kostaskoutsovoulos,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I’d like to ask a few questions for clarification.

• Could you please provide a link or a screenshot of the cashback bonus you received?
• Were your winnings capped immediately after finishing the cashback bonus playthrough, or did this happen only after you submitted a withdrawal request, which was then canceled by the casino?
• Am I correct in understanding that the casino confiscated any winnings exceeding the maximum allowed amount for the cashback bonus? Have you been able to withdraw the permitted sum?

I appreciate your cooperation and hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

No the winning were never capped. The balance never self adjusted and it never told me im unable to withdraw the amount because of insufficient funds.

I have been able to withdraw the permitted some, however my argument is not that I didn’t get the 420 but i was robbed out of 4000. It is absurd that im penalised for their mistakes. As far as im concerned i met the bonus terms and conditions i hit the amount and from there i was playing with my own money. They decided it was not my own money when my balance was in the region of 4000

Is there even a possibility of chasing any of that ?

Thank you for providing all the details regarding your issue.

Ideally, online casinos should have a feature that automatically adjusts the player's balance once the wagering requirements are met. However, this is not always the case, and many casinos apply the maximum win cap only when processing a withdrawal request.

Since you continued playing with funds exceeding the maximum allowed winnings, the additional amount was technically "virtual" money that should not have been available. While we find this approach less player-friendly, the casino's decision to enforce the maximum cap aligns with its terms and conditions.

Unfortunately, based on our assessment, we must conclude that the casino’s decision is justified, and we will be unable to take further action regarding your complaint.

Thank you for your understanding.

Best regards,

Veronika