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.
