posted on Monday, 28. October 2013
I won 20,000 dollars through this casino and now they refuse to allow me to withdraw the winnings. When I spoke with live help I was told I needed to play another $3000 play through then I would be able to start withdrawing the winnings at 1500 a week. I played this and once processing the withdrawal I had a question regarding the numbers they were requesting and was told to contact Angela. This is a copy of the message she sent back to me today: Hi Gwen,
You are not eligible to withdraw your balance since the entire balance was
accumulated from almost two years of free chips.
I have adjusted your balance to $150--- which is how much you ARE eligible
to withdraw from a free chip.
Also, you must deposit in the current calendar year in order to make a
withdraw from a free chip, so keep that in mind as well.
If you do decide to deposit and then withdraw the $150 in your account, the
fee will only be taken once and you will just need your account number and
Please let me know if you have any more questions. I apologize for the
surprise but these rules are stated clearly in our Terms and Conditions.
I have made screen shots of my winnings and of conversations with the live help. I was never once told that they would take the winnings away. How disappointing this is to have won over 20,000 and to have them say nope sorry you can have $150. This is beyond unfair and dishonest. I hope someone will see how dishonest this casino is and save their time and money. Thank you. Gwen
I understand how devastating it can be to reach such a large sum in your balance and to discover it was not withdrawable, obviously.
However, it is one of the main rules of the terms and conditions of the casino that ALL free chips, given as a courtesy by the casino, have an upper withdrawal limit of $150. This takes effect whether you won $151, $20,000, or $1,000,000.
As a precondition for opening an account and playing, players must agree to read and abide by all terms and conditions as displayed on the terms and conditions page. The fact that you did not choose to read these terms is not the fault of the casino, and while I can certainly understand how hard it was to find this term out, it should have been read and understood before playing, and therefore there is nothing to be done in this case to change the amount eligible to be withdrawn, I'm afraid.
posted on Saturday, 2. November 2013
Still have not released my money. The customer service is horrible, the live help made jokes about me playing their casino.
posted on Wednesday, 6. November 2013
About the CS, I doubt that very much. Regarding your withdrawal, you will need to wait the required withdrawal processing time.
I have the screen shots of the quality of your CS if you would like me to post for everyone to read. I don't mind. I can also post where your CS told me I could cash out. To anyone thinking of putting money into this casino DON'T!!! Even their CS thinks this place is a joke!! Have yet to see $1 from this crooked casino.
I know the Casino takes such things very seriously.
I invite you to send me these screenshots to [email protected]
I can assure you that if they were found lacking the casino would deal with it immediately and harshly. They put great emphasis on correct service.
I still haven't received an email from you with the details...
my email: [email protected]
posted on Wednesday, 13. November 2013
Emails have been sent regarding Matt. I'm unsure as to why this is causing a delay in my money??
Please send me your details.
posted on Sunday, 17. November 2013
I don't know what additional details you are wanting. My only question is ..... Are you going to release my winnings?
Listen, I don't know your user name or the details of your case, unless you give them to me. I am a mediator between the casino and players. If you would please give me your details I can query the casino on your behalf and get this issue resolved.
So, once again with feeling - please send your details to [email protected] with the details of the issue.