Delayed payment going in circles

I received free spins no deposit bonus and I ended up winning $3000. However, under the terms of the bonus, I could only withdraw a max of $180. Disappointing, but totally understandable.

I chatted with an agent named Haven who explained the process for withdrawing the $180. I had to make a deposit of at least $25 and play through it, as well as get verified by sending in documents. I screenshotted the conversation and within the next couple of days, I made the $25 deposit and played through it.

I also sent in by email all 4 of the requested documents to get verified. I followed all instructions and then waited a few days before attempting to make the withdrawal of $180. When making the request I received an error message saying the amount requested exceeded the amount available, which was shown to be $0, despite my balance of $180.

When I contacted support again, a different agent told me that my withdrawal had been denied because it was winnings received from a no-deposit bonus without a deposit made. I explained that I had in fact made a $25 deposit using Bitcoin from a wallet registered to myself and I had played through the $25. The agent repeated that they reserved the right to deny a withdrawal from a bonus without a deposit and then they abruptly ended the chat while I was in the middle of typing a response.

I have the screenshots from the agent named Haven who confirmed to me that I was in fact entitled to withdraw the $180 after making a deposit and being verified.

I think it's really unfair and feels like a scam that I was told one thing, I did it as they instructed, and then someone else decided no, they were going to deny me my winnings.

Comes across as shady not to mention the rude customer service from the second agent who denied my withdrawal and ended our chat while I was typing a quick response to them.

Hopefully, a manager or supervisor can fix this and at least honor what their first agent said to me as evidenced in the screenshots.

Hi I have just had an experience with desert night casino and thought you should know about it I claimed a $5xmas bonus and was very lucky or not so lucky depending how you look at it any way was able to make a withdrawal of the maximum allowed $100.00 I did this thinking that this was now my money. Anyway I decided to do a reversal on this and play again big mistake I then go on to win a reasonable amount this went up and down got to $500 and thought I would take it out I have now found out I was still playing the $5xmas bonus and could ony take out the $100 dollars I have never heard of this before if I had had the money put into my account then redeposited would have been no problem
I am not sure if this is the norm with all casino's I know I will be finding out before I reverse a withdrawal again

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Hello,
the casino set the status of my payment to Aprooved.
8/7/2013 7:00:19 AM Manager Withdrawal Approved! ($46.00

Since this day i did not get my money , and it is scamm.
Cause when its Approoved i should get my money.

But since 5 days i did get nothing. I will warn evry body, they do not pay out !

I requested a withdrawal on the 19th and 21st. I was told before the withdrawal that it would take UP to 72 hours to process. It is day 5 now and neither withdrawal is processed which is delaying the 7 business days to receive the funds. All of my documents were approved before my withdrawals (I checked with CS several times). Customer service has responded quickly to my emails however I am waiting on the finance department which I have not heard from yet. I am posting my complaint early in hopes to fixing this problem. I am a US player and have read several complaints about the wire transfer and am getting worried that I may never see the funds owed to me. I will post updates.

I made a withdrawal over two weeks ago. After the "up to 7 business days" had passed and I still hadn't received the wire transfer, I contacted CS. First, I was told that the wire had been sent. Then when I inquired further I was told there was a short delay. I've now questioned them 4 times as to how long the delay was and why, but still haven't received an answer.