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LIARS, LIARS, LIARS. THEY HAVE BEEN PLAYING ME SINCE MARCH 29 CONFIRMING ALL MY INFORMATION FOR MY BANK AND NOW THEY ARE TELLING ME I ONLY WON $120, BULLSHIT LIARS AND SCAMMERS. NOBODY TIL TODAY TOLD ME I WAS NOT GOING TO BE ABLE TO WITHDRAW $10,000. I GOT 9 OUT OF 10 NUMBERS ON KENO. THEY ARE NOTHING BUT LYING COWARDS. NOTHING IN THE DAILY EMAILS SAID ANYTHING DIFFERENT OR THAT I WOULD RECEIVE ANYTHING LESS THAT THE $10,000 I WON.

Dear patmac8654,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? If you played with a bonus, could you please specify here which offer you activated?

Have you received any explanation from the casino regarding this situation? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, patmac8654. Please note that if it was "self-explanatory" I wouldn't ask such questions. And I’m very sorry but you haven’t answered any of them. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

OK, I PLAYED AND MET ALL THE REQUIREMENTS AND THEN WON 9 OUT OF 10 NUMBERS IN KENO, IVE SENT PICS TO YOU, AND NOW IM WAITING FOR MY WINNINGS AND THEY WONT PAY ME.

If it was that kind of coupon why didn’t they tell me the very first day instead of outing to n their own account page"withd away requested, withdrawal approved and $10,000 out beside both of them. They have used every excuse possible and say I only won $120. It’s a lie and they are scamming liars.

Do I understand correctly that you played and accumulated these winnings with a $20 free chip?

Truthfully, I can only go by the coupon I played on the 29th, the same day I won, but I also made a deposit. If I was playing with the kind of coupon that restricts winnings, why did the casino account history page indicate that I had met all wagering requirements and post "Withdrawal requested - $10,114", as well as "Withdrawal approved - $10,114"???? I'll tell you why, because as soon as I met all wagering requirements, the system automatically indicated I was a winner and changed to the next step which was withdrawal. If I hadn't won, the computer wouldn't have put me as a winner and would have also indicated I had coupon restrictions. ALSO, THE COMPUTER SHOULD HAVE NEVER INDICATED THAT I WON PERIOD, EXCEPT FOR ONE THING, I DID WIN, THESE BASTARDS JUST DONT WANT TO PAY OUT.

NO ONE SAID ANYTHING ABOUT THIS BEING A RESTRICTED COUPON UNTIL 10 DAYS LATER AFTER ALL MY DOCUMENTS WERE CONFIRMED AND EVEN MY BANKING INFO WAS CORRECT, THEN ALL OF A SUDDEN WHEN I PUSHED FOR A DATE MY WINNINGS WOULD BE DEPOSITED, THIS CAME UP!! 10 DAYS LATER, CMON, WHAT A RIPOFF!! AND TO ADD INSULT TO INJURY, THEY'RE NOW SAYING I DON'T EVEN GET THE SUPPOSED $120, BUT NOW ARE SAYING I PLAYED IT BACK AND LOST IT ALL. LIARS! I WON, LEGALLY, AND I WANT MY MONEY. THERE ARE CONSEQUENCES FOR THIS SHIT AND JUST BECAUSE YOU'RE OFFSHORE DOESN'T MEAN A DAMN THING. IF THEY DON'T PAY ME IMMEDIATELY A CAMPAIGN TO HAVE THEM BANNED FROM THE UNITED STATES WILL BE MY NEXT STEP SO THEY CAN'T DO THIS TO ANYONE ELSE.

I checked the T&Cs and I found this:

"12.4. No-Deposit Welcome Bonuses in the amount of $39 or less carry a maximum withdrawal of $50. Bonuses in amounts of $40 and higher have a maximum withdrawal of $100 except where explicitly stated otherwise."

Please understand that the vast majority of free chips (No Deposit bonuses) have a maximum cashout limit. I completely understand your frustration, but this is an industry standard and we cannot force casinos to pay bonus winnings that exceed such a limit. I apologize, but I am afraid there is not much more we could do for you in this case.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Dear patmac8654,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Why, if I did NOT win, did their own computer register me as requesting the payout of $10,000 AND and the casino approving said withdrawal? Why didn’t it just say $120 maximum withdrawal requested and approved? I’ll tell you why. I WAS NOT UNDER ANY RESTRICTIONS WHEN I WON THAT MONEY AND THE COMPUTER REGISTERED THE WINNINGS CORRECTLY. WHY DOESNT ANYONE GET THAT!??? Yes I won the money to gamble on a coupon but all wagering requirements were met so that coupon and it’s governing rules ended when these requirements were satisfied. After that, it was my money not theirs. What part of that don’t y’all understand? If people knew they were going to have to wager 50x or 100x just to win $120, who would be stupid enough to do that? DAMN!

Some casinos check the amount that the player should receive only after requesting the withdrawal. The player requests the withdrawal and then the casino reviews the gameplay and how these winnings have been accumulated. Whether the casino deducted the winnings before or after you requested the withdrawal, it doesn't change anything about the fact that you have accumulated these winnings with a free chip that has a maximum cashout limit. I am sorry, but if the casino paid your winnings in accordance with the Bonus T&Cs, there is nothing we can do.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.