My $1200 withdrawal request was wrongfully denied. I spoke with a CS REP and The reason I was given is that I played a bonus on a game that wasn't allowed. I explained the playthrough required from the bonus was met. I asked "are you aware the system "Locks" access to any table/dealer game until you have played through and met the bonus requirements so it wasn't possible for me to play blackjack with a bonus . The rep then said the rules of the chip still apply even after the playthrough was met. I quoted the rule they have stated :
Rule #20 in terms and conditions States (including NO DEPOSIT BONUSES) may not be used to play live dealer games. Live dealer games may only be played with funds from your withdrawable balance.
I also spoke with a representative prior to this occurrence to be certain I understood the rules properly. I played within the terms and my rights. I only played blackjack with my withdrawable balance once the bonus balance read $0.00 as stated in rule#20. I want to reiterate "live dealer games have a lock on them which isn't removed until you have met your obligation". The agent still said my withdrawal was denied. I asked if a manager could give me a call. I signed in again got another agent, this time the agent said they will look at it again and have a manager call me in a few hours. Someone called me right back. He said he couldn't do anything and I needed to email a manager. I sent in an email 2x no reply. I logged in to live chat again and they had someone named Steve call me. He was immediately rude and refused to let me talk. He kept ranting about how I played blackjack on a bonus, I asked if he looked at my email to See the screenshot and he said there's no need they already saw my account. Then he said they gave me back a courtesy credit of $100 which they didn't have to do. I asked how much money was in my account when I started playing blackjack, he said he didn't know but he claimed I played "roulette" I said Ive never played roulette. He argued a few more times then he said blackjack during the bonus. (Remember the first rep admitted it was after the bonus but tried to claim the chip rules still applied even after I met the playthrough requirement. Once I stated rule #20 Steve claimed I played blackjack during the bonus (impossible the system has locks on all ineligible games until the bonus requirements are met).
I emailed 3 times no reply. I called all day trying to get another "manager on the line" Steve kept answering and never connected me with anyone else. I even left a voicemail, no returned call. The fact that he said my email was irrelevant and my call has gone unanswered tells me they are avoiding handling this properly. I don't know what else to do, I just want my $1200 that's owed to me.
Below I've attached some screen shots so that you can see that it's impossible to play blackjack during a bonus. (Your site won't allow the attachments to post)
I sent screenshots to Prove I didn't play blackjack on any bonus. I played with my withdrawable balance which was within my rights.
"Rule #20 in terms and conditions States (including NO DEPOSIT BONUSES) may not be used to play live dealer games. Live dealer games may only be played with funds from your withdrawable balance".
Razsha < surname removed >