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I deposited 200 on the 30th July and played quest of the west and got the jackpot 3571.00 I continued to play and also check what my cash withdrawal was on the 1st August I checked and it told me I could withdraw my money my cashbalance was approximately 3200 I withdrew 2700. And was not told I did not have enough money in my account my withdrawal went if you do not have enough cash they usually tell you the balance is too low I just got a message to say withdrawal successful and the funds came out my account. On Tuesday morning when I looked to see if my withdrawal had been processed it said 200 had been transferred then I looked at my balance and 830 had been taken out my account. I queried this and they said I won with my bonus money and because I had withdrawn I voided my winnings that is in incorrect as it said my cash balance was approximately 3200 when I withdrew. There is no way I would have withdrawn funds if I was going to void 3300 to get 200 they answered my first 2 emails but I feel they are just standard answers to fob people off can you please help me the withdrawal was done on the 1st August 7.45am and shows as a real cash withdrawal on my transaction summary thank you

Dear Neryl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am not sure I understand correctly whether you activated a bonus or not. If yes, could you please specify which bonus you redeemed?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Neryl, thank you for your reply. Would you be so kind and specify which bonus you played and won with? This information is essential for us.

it would had been my deposit bonus or maybe the free chip i received in their promotion for that time in July, but as i have said many times it you do not have enough cash balance to withdraw it tells you you do not have sufficient funds to withdraw where as they let me withdraw the amount, who seriously in their right mind would withdraw money if they knew they were going to forfeit that much money, and if they look at my playing pattern i do not withdraw until i have at least 2000 in my account i would not bother with 200.00 only after you pay fees and have to wait for a least 7-10 business days until you get your funds thanks you

I checked the casino's Bonus T&Cs (https://www.thebescasino.com/en-AU/bonus-rules) and I found this:

"2.1.9. Free Bonus/Spins withdrawal limits

Maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum A$100,

(ii). Silver maximum A$100,

(iii). Gold maximum A$200,

(iv). Platinum maximum A$300,

(v). Titanium maximum A$400,

(vi). Master maximum A$500."

I would like to point out, that many casinos deduct the amount above a maximum cashout upon withdrawal, and this might be the reason why part of your winnings disappeared and only $200 remained.

Is there any chance that you played with free bonus money or free spins?

I really do not understand this as my balance was made available to withdraw if i did not have enough funds in my account to withdraw it tells you you do not have enough to withdraw why would anyone withdraw that amount but only receive 200.00 of it. if i could not withdraw that amount i would have kept playing instead of voiding my funds. i am positive i checked my available balance and saw that my cash balance was approx 3200 that is why i withdrew that amount and unfortunately i cannot verify that now but it does say on my withdrawal it is a real cash withdrawal would it not say bonus funds withdrawal if that was the case. They have not answered my last 3 emails and i am getting really frustrated now as that is a lot of money to me. thanks

Unfortunately, some casinos do the review of your winnings after you request a withdrawal and only then they find out whether your winnings have the maximum amount that you can withdraw. Therefore you saw the whole amount as withdrawable, but received only $200.

It would be really helpful if you could tell us which bonus you redeemed. Do you have access to your account? Would you be so kind and post here screeshot of your bonus history?

No I do not know what bonus it was as it does not tell you it just says cash play and I do not know to screen shot I am a oldie but as I have said before bonus balance was nil and cash balance was approxinately 3200 and they do not allow to withdraw at all if you do not have enough cash balance it gives you an error message and you cannot continue the withdrawal also it 10 working days since they transfer the 200 and I have not received that either I am getting totally frustrated with whole process

The bonus history is only current and not showing old bonus history on my account but I have screenshot my withdrawal transaction and it shows as real cash withdrawal how can they review it after you have made the withdrawal and then void it if they don't tell you it is bonus

Thank you very much Neryl. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Neryl,

I am very sorry to hear about your issue. I will do my best to help you.

Thebes Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Hello,

Thank you for reaching out to us!

Kindly note that the winnings originate in a free chip of 15 claimed from our Join the Raid - Vikings promotion. This promotion offered several boxes that could be opened daily and would award prizes ranging from free bonuses and spins, to cash amounts.

The bonus in question was claimed on the 29th of July, and the wagering requirement for it was completed on the 31st of July, with 3,296.51 being transferred to the cash balance.

Once a bonus is wagered, the balance is transferred from the bonus balance to the cash balance. However this does not change the origin of the winnings themselves, rather makes the balance available for a withdrawal request. The origin of the winnings is then determined by our Accounting department at the time of review of the cashout request.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Thebes Casino

How can they change it after you have withdrawn when it says cash balance and then you forfeit your winnings to have lost 3300 dollars and I feel this is completely wrong I would have kept playing I'd this was the Case they cannot tell you your balance is cash and then change it after you have withdrawn. I spend a lot with them and I feel as a good will gesture they should give me my 3300 back thank you. And how do they determine what was spent it could have been my money winning the jackpot

Dear Neryl,

allowed me one more question, just to be sure, did you have any active balance on 30th July when you made your deposit or your account was zero?

I would had at least a dollar or two I tried to find my deposit history for that day but nothing comes up I still do not understand how they can change it when it says cash balance and then take your money off you after they allow you to withdraw thanks

Dear Thebes Casino,

may I ask you to provide us with Neryl's game history, please send it to my email address zuzana.r@casino.guru. Thank you in advance for your cooperation.

Have you heard anything from Thebes as yet. Thanks

Dear Neryl,

yes we have received the evidence from Thebes Casino. I am very sorry Neryl but based on your gaming history it seams you were playing with the bonus money.

As per Bonus Rules item 2.2.2. You will play with the funds that you have deposited first and then the bonus money that has been added to your account. 

Unfortunately, there is not much we can do and I am forced to reject this complaint as unjustified based on the evidence from the casino.

That is totally wrong they cannot tell you it is cash balance then change it when you make a withdrawal it is ethically wrong considering how much I have spent and why not give me the money to play with instead they take it off you. I have asked them to check cause I have 3000 showing as a cash balance again but am scared to withdraw again in case the same thing happens. They told me to withdraw then they Will check it that is so wrong and there is no way I can check myself could you tell me a way I could check and if they even gave me 50 percent 1600 as a gesture of goodwill would be nice

I am very sorry Neryl but the casino sent you the explanation per email. We have received the evidence from the casino and came to the conclusion from your gaming history that the money was won from free bonus. There is a limit for withdrawal while playing with the free bonus, as it is written in terms. I am sorry there is nothing more we can do then reject this complaint.