Deposited $25.00 with deposit bonus and after meeting playthrough requirements requested payout for $500.00, after bank wire fee deducted was ($440.00). While my requested payout was being reviewed and my available account balance was $0.00, I used a 50 free spins loyalty bonus sent to my email from Slotocash Casino for a chance to win up to $350 on the Santastic slot (valid for all who have deposited in month of December). So as a depositing customer in the month of December I used the free spins bonus and after meeting playthrough had won ($350.00) sitting in my available balance. Meanwhile my previous winnings are still under review so I decide to cancel my current payout request under review of $440.00 (fee deducted) and create a new payout request with the $350 max winnings from loyalty bonus added thus creating a payout request of $790.00 (bank wire fee deducted). In documented time, being from the time I cancelled the previous payout request of $500.00 to the time I entered my information for new payout request of $790.00 (bank wire fee deducted), 6 minutes had passed. I was told that I breached Rule#9 which is follows
Unfortunately, this payout was denied as you broke Rule #9 from our Terms & Conditions:
A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account. All promotional offers are only available to those players to whom the offer was issued directly by the casino. Promotional offers by email are for the intended recipient only and cannot be transferred.
The fact is I didn't use any promotion in conjunction with another. I had legitimate winnings that were under review for payout and a current available balance of $0.00 dollars in my account until winning $350.00 from loyalty bonus. I explained this to Slotocash but in the end was told " Sorry but an exception cannot be made for your denied withdrawal request". I have been a loyal depositing customer at this casino for 2+ years and only started winning these last couple months have been paid out via bank wire a couple times with no issues. There is no clear explanation and believe that they try and make their Terms and Conditions misleading in order to refuse paying legitimate winnings. I feel like I have been cheated here spending hours upon hours of playing at this casino accepting a loyalty bonus for being a December depositing customer only to be voided from both winnings. Happy Holidays to me!