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Hello, I hope you can assist me. My issue is that the casino has nullified my winnings and any other balance amount. I had initiated a withdrawal of $700.00, but the casino rejected and wiped out my earnings. The reason given to me was that I used one free chip following another. I understand that the terms and conditions do not allow this in cases where wagering requirements are met. However, the terms and conditions also clearly state that if the balance falls below $1.00, any requirement is automatically waived and the player wins any amount obtained from a balance falling below $1.00. I hope you can help me because it is unfair to lose something you have won without any prerequisite. Moreover, it is not the players' fault if the casino allows multiple consecutive bonuses. I believe they should have a restriction in place like many other casinos do. I hope you have a good day, and blessings to you all. Thank you.

hola espero puedan ayudarme, vea mi problema es que el casino anuló mis ganancias y cualquier cantidad en balance, yo inicie un retiro de $700.00, explicó el casino rechazo y eliminó mis ganancias la razón que me dieron fue que utilice una ficha gratis seguida de otra, entiendo que los términos y condiciones no lo permiten en casos de completar los requisitos de apuesta, sin embargo los términos y condiciones también dejan claro que si el saldo caí ah menos de $1.00 se rompen automáticamente qualquier requisito y el jugador es ganador de cualquier cantidad obtenida a partir de un saldo caído ah menos de $1.00, espero puedan ayudarme ya que no es justo perder algo ganado sin algún requisito, además no es culpa de los jugadores que el casino permita múltiples bonos consecutivos, creo que deberían tener un bloqueo como muchos otros casinos, que pacen buen día y bendiciones para todos gracias.

Dear Sanjlugo,

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

Hello Kristina, I appreciate your collaboration and I am afraid to tell you that my winnings were not approved that is why I am here, they were denied by the casino and deleted as well, that is why I started this complaint to receive the necessary help, I understand that the terms and conditions They say that they cannot redeem one coupon after another, but the same terms and conditions specifically state that when the player's balance falls below $1.00 there are no longer restrictions and the player is the winner of all winnings without limit, this is precisely my If I redeemed one bonus after another and when my balance reached below $1.00 I started winning until I reached the amount of $700.00, now that's why I'm here to enforce the rules of the game and if the casino does not allow multiple coupons to be redeemed followed by each other this would not be happening, in addition they themselves send the coupon codes by email, I hope they can help me in advance, thank you and blessings.

Hola Kristina, agradezco su colaboración y temo decirle que mis ganancias no fueron aprobadas es por eso que estoy aquí, fueron denegadas por el casino y eliminadas también, es por eso que inicie esta queja para recibir la ayuda necesaria, entiendo que los términos y condiciones dicen que no pueden canjear un cupón tras otro, pero los mismos términos y condiciones señalan que específicamente que cuando el saldo del jugador cae por debajo de $1.00 ya no hay restricciones y el jugador es ganador de todas las ganancias sin límite, precisamente este es mi caso yo canje un bono tras otro y al llegar mi saldo por debajo de $1.00 empecé ah ganar hasta llegar a la cantidad de $700.00, ahora por eso estoy aquí para que se hagan cumplir las reglas de juego y si el casino no permitiera canjear múltiples cupones seguido uno de otro no estaría pasando esto, ademas ellos mismos envían los códigos de cupón por correo electrónico, ojalá puedan ayudarme de ante mano gracias y bendiciones.

Dear Sanjlugo,

Have you received your withdrawal from the casino yet?

Hello, no the casino eliminated my winnings since I used one bonus after another, according to them they are following the terms and conditions, but following the terms and conditions I requested a withdrawal because my balance fell to less than $1.00 and according to the same terms and conditions when If the balance fell less than $1.00, any bonus oh restriction is automatically canceled and the players are automatically winners of the winnings since there is no restriction, that is why I started this complaint, because my winnings from falling less than $1.00 reached more of $700.00 and the casino canceled my withdrawal and eliminated my balance that also already belongs to me to continue playing and perhaps there could be more winnings, thank you in advance and I hope you can help me with my case.

Hola, no el casino eliminó mis ganancias ya que utilice un bono tras otro, según ellos están siguiendo los términos y condiciones, pero siguiendo los términos y condiciones solicite un retiro porque mi saldo cayó a menos de $1.00 y según los mismos términos y condiciones cuando caí el saldo ah menos de $1.00 automáticamente se cánsela cualquier bono oh restricción y los jugadores son automáticamente ganadores de las ganancias ya que no hay alguna restricción, es por eso que inicie esta queja, pues mis ganancias de caer ah menos de $1.00 llegaron ah más de $700.00 y el casino cánselo mi retiro y eliminó mi balance que también ya me pertenece para seguir jugando y quizá podría haber más ganacias, gracias de antemano y espero puedan ayudarme con mi caso.

I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint. I checked the general T&Cs and I found this:

"5. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus."

Please note that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings. Therefore, we believe that the casino denied your winnings in compliance with their terms.

I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Hello Kristina, you are right about what the terms and conditions say, but here is one in my favor, the bonus was not active at the time I started winning, the same terms and conditions say it and if we adhere to the terms and conditions, the casino must release my winnings because there was no longer an active coupon, oh isn't it like that when the balance fell below $1.00 there is no longer an active coupon? According to my knowledge, this is it, thank you for taking care of my case, I hope you can help me.

Hola Kristina , tiene razón en lo que dicen los términos y condiciones, pero aquí hay una a mi favor, el bono no estaba activo ya al momento de que empecé ah ganar, los mismos términos y condiciones lo dicen y si nos apegamos ah los términos y condiciones el casino debe largar mis ganancias pues ya no había un cupón activo, oh no es así cuando el saldo caí por debajo de $1.00 ya no hay cupón activo? Según mi conocimiento así es gracias por atender mi caso, espero pueda ayudarme

The point is that you played with two no-deposit bonuses without playing with a raw deposit in between. The funds that remained in your account were still a result of the bonus play and it is not equal to a real money deposit. Furthermore, if you read the term about the balance below $1, you would learn that it is only applied to situations in which you make a deposit and use a free chip (mixing funds), which is not the case here. It doesn't say that all bonuses are no longer active if you have less than $1 of the bonus balance. Please, see here:

"8. While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply. Once you have completed your play with the no deposit bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like."

I apologize, but we believe that the casino acted in compliance with their bonus terms.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.