I made a deposit of $25 with the intention of only playing in the live dealer casino and that was all that I did. I only played in the live dealer casino and did not touch or use any bonuses of any sort. I played with just the $25, the money that I deposited. I did not play any bonus money or anything like that and from the $25 that I deposited, I won up to about $180. Then the live dealer casino went offline because of their daily maintenance so I was back into my account. While waiting for the live dealer casino to be back up, I went to look at the options in my account and clicked on withdraw. I got an error saying that I had some bonus that I needed to clear. Then I saw that my balance from the main page was reading $225 instead of the $180 I had earned. I figured it was some bonus or something. So I contacted customer service asking if that bonus could be removed because I would like the option to cashout my winnings if I do win. Then the customer service rep removed the entire balance of $225, leaving my balance to be $0.02. How could this be possible? All the hard work I did all night to finally win $180 and you guys just take it all. Then he put back $25 in the account which of course I still did not agree. Then he put in another $135 which still doesn't equal to the $180. Now my balance reads $160. When I went to the live dealer casino again, my balance still only reads $0.02 then I went under my account statement and discovered that the $160 that he just put in my account was "offer bonus" money. This is driving me nuts. And even after chatting with a different representative who was also rude. I hope to find someone who can actually understand what I was saying or someone who can look into my account and go over the transaction history. I'm somewhat glad that I didn't deposit much and a winning of $180 is not very much either and I CANNOT believe the casino just took it from me like that.
Bottom line is that prior to contacting customer service for help, my account balance had about $180 that could be played in the live dealer casino which I believe it has no bonus money attached because bonus money cannot be played in the live dealer casino, am I right?
And after contacting customer service for help, now my account shows a balance of $160 of just "BONUS MONEY" and when I went back to the live dealer casino, it reads my balance as $0.02 which was the amount before I made my last deposit.
I was having a good time playing in the live dealer casino and having a $180 balance now it's $0.02
and I didn't even lose it to gambling. A lot of online casinos appear to be scams and this made me feel like I just walked into one.