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I received my winnings of 1,800 PLN, but the next day my account only had 300 PLN. I contacted support, and they replied that it was a 'system adjustment.' Without any explanation. I feel cheated.

Otrzymałam wygraną 1800 zł, ale następnego dnia na koncie było już tylko 300 zł. Napisałam do supportu, a oni odpisały, że to 'system adjustment'. Bez żadnego wyjaśnienia. Czuję się oszukana

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Dear maciejewska777,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your winnings.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• If so, what method did you use to withdraw your winnings?
• Have you received any further communication from the casino regarding the 'system adjustment'?
• Can you provide a screenshot of your account balance before and after the adjustment?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

I use a bank card to withdraw funds. I contacted support regarding this balance adjustment, and they informed me that I had received winnings from a bonus that had withdrawal limits because the bonus was free. I was unaware of the rule that if you activate a free bonus, you cannot withdraw more than the amount specified in the bonus.

There is probably no point in continuing to investigate after this.

Dear maciejewska777,

Thank you for your update and for your cooperation. I am sorry to inform you that your complaint will now be marked as rejected, as the winnings were legitimately capped (as you have already mentioned). To be absolutely certain, I reviewed the bonus policy once again and found the following:

"7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit."

I would like to emphasise that, according to our Fair Gambling Codex, we consider an imposed win limit to be unfair and predatory only when applied to real-money play. However, we accept bonus terms and conditions that restrict the maximum cashout from bonus play.

I will now, regrettably, have to proceed with rejecting your complaint.

Thank you for your understanding.

Kind regards,

Petra