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Won 1700 on a non deposit bonus, played the required amount to be able to withdraw it all which was 1400 or over and when I went to hit the button to withdraw BOOM it disappeared. I looked at the transaction and it says reversal deposited- transaction approved! I’m at a loss to be honest and I have emailed them for days with nothing abck about verification or to answer any of my questions. It’s alot of money I won- I played over 1400$ to end up with 1700, I got lucky and now I feel they will now pay. It has been over 5 days without an email back from them or any sign I will be seeing the winnings I won fair and square!

Dear jessnapo37,

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):

7.10. General bonus rules for free chips

The player understands that unless otherwise stated in the promotion, the player must wager 40 times the value of a free chip bonus.

Unless otherwise stated in the promotion, the player can withdraw a minimum of $/€/AUD 20 and a maximum of 2x the value of the free chip bonus. The player understands that after the player has received the maximum withdrawal amount specified in the free chip promotion, the casino will delete the excess funds from the user's account.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, 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.

Do I understand correctly that your winnings have been accumulated from a free bonus entirely? Could you please advise how much was the rewarded bonus?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hi thank you again for helping with this, I’ve emailed them like three times a day for almost a week and have heard nothing back. It was a non deposit 100$ and I read through the entire thing and as I was winning, the play through amount I had to play was 1400$ which I did. I had over well over 2 grand by then. When I went to cash out at 1728 it said the whole thing was available to be withdrawn but when I clicked it, poof it said coupon reversal- withdrawal- transaction approved- coupon reversal. I won fair and square, I made sure I played all I had to that the site itself sand now since I went to withdraw the money they have completely ignored me. I played and wager over 1400 to make sure I could take that out. Please help me this is unfair that they can do this to people

So the winnings were from the bonus and I was tracking the play thru amount and when I got it down to 1400 I was able to withdraw a little over 900 so when it hit zero they just took it. I played for hours, and honestly nothing was on there about only being able to withdraw 2x the bonus amount. I was fairly given the bonus as a new player and I won on their dime. Taking my winngings away is wrong- I played alot to get that amount and I need it.

So I just went and checked and the whole transaction is not there anymore- I have screenshots

Limitless messaged me on the site which btw I’m not allowed to use anymore, when I asked for the terms and conditions for that promo they ended the chat and I have screen shots of it all! I explained I won over two grand played thru the 1400 required and was able to withdraw but then they took it- the rep tried to tell me the bonus said 50$ max pay out on my 1700 winnings and when I said no I have details they ended chat and closed me out of the site and which 10% is in the details

Thank you for the clarification. Could you please advise how you activated the bonus? Was it available inside your casino account or you received it as a promotional offer from the casino via email or SMS?

I went online and it was on with others for a no deposit new player bonus

any news?

Thank you very much, jessnapo37, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: Since the rewarded bonus amount was $100, I adjusted the disputed amount from $1,728 to $200.

Hello, jessnapo37!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello jessnapo37,

We hope that you are well.

Please note that your account has been reviewed regarding the incident you described.

On July 25th, you have redeemed your No-deposit Welcome bonus, INSTANT100. Upon meeting your wagering requirements, the system automatically deducting balance that was above the Maximum Cashout limit for the bonus, which is $50.00.

This is normal system behavior and it is stated in the Official Terms & Conditions of Limitless Casino.

https://limitlesscasino.com/terms-and-conditions

7 TERMS APPLIED TO BONUSES AND PROMOTIONS

7.10. Common Free Chip Bonus Rules

b. "Unless otherwise stated in the promotion, the Player may withdraw a minimum of $/€/AUD50 and a maximum of 5x the value of the free chip bonus. The Player understands that the Casino will clear the excess funds from the User Account after the Player is paid the maximum withdrawal amount stated in the free chip promotion."

After your balance was set to the max cashout limit, you have continued playing and, unfortunately, had no luck and lost the winnings.

Below, you may see screenshots of the player's event log and also the games that were played after the wagering requirements were met and the reversal occurred.

We hope that the explanation provided is clear and understandable enough. Please let us know if any additional information is needed.

Kind Regards,

Lucas Bellingham

Limitless Casino Management

Thank you for your response, Lucas!

Do I understand correctly, that the maximum cashout from the free chip bonus is five times the bonus amount? And the 50$ is the minimum possible cashout from it?

Hello Pavel,

Please note that this specific bonus has a $50.00 max cashout limit.

Please let me know if any additional information is needed.

Kind Regards,

Lucas Bellingham

Limitless Casino Management

Thank you, Lucas!

jessnapo37, unfortunately, I could not find any sign of the INSTANT100 bonus on the casino page, so I cannot check its terms and conditions. Therefore, there is no proof that the maximum cashout for this bonus is not 50$, unless, maybe, there is a way for you to try to search your casino account history and check if there is a way to get to these terms. Please, let me know if you will find anything!

I have screenshots I’ll send over

So if the payout is 5x the free chip- that would equal 500$ not 50! How does that make sense you have that right in the terms and conditions and then only pay out 50$ which I never was given the chance to play bc you took everything

jessnapo37, according to General Terms and Conditions payout is 5x the bonus amount, but in conditions of that specific bonus that you have played with, it is stated that the max cashout is 50$. Once more, we only know this from terms that the casino team has provided us, so, to know if there had been such term at the time when you have activated the bonus yourself, we need any information that shows us so. Please, send screenshots to my e-mail: pavel.k@casino.guru.

Dear jessnapo37,

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’m going thru everything to send the screenshots and things I have from them and emails.

jessnapo37, have you found any proof of the fact that the maximum cashout amount was stated as other than 50$?

Dear jessnapo37,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.