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I won more than R5000.00 and when I submitted a withdrawal request the system indicated that only R5000 is available as withdrawable cash.

I submitted a withdrawal for R4500.00 and I was told that the withdrawal was succesful and that it will be processed.

All I received was R100.00

How is that possible,

Awaiting to hear from you

Dear Charles,

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 https://www.zarcasino.co.za/terms-and-conditions:

„Where a player has won using their first free money offer/no deposit bonus (i.e. no deposit was made), a maximum withdrawal amount of R100 applies."

"All Free Spins will have a maximum withdrawal of R100. This would apply to all regular casino offers, free spins that are offered as part of any other deposit match offer; and all free spins awarded by the casino where no deposit is required."

Do I understand correctly that your winnings have been accumulated solely from a Free/No Deposit bonus?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, 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, especially when it comes to No Deposit bonuses.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Charles,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.