I have redeemed a coupon in VIP Lounge casino and before having reached the playtrough requirements, I have deposited 10$, in order to not be accused of witdrawing without depositing (in their rules page, Portugal players, as it is my case “may not cash out from free chip offers if they have not previously deposited”). I have met the playtrough requirements and managed to win some more to a total ammount of 282$. Once I reached this value (not a fortune), I tried to withdraw 166$. Well, the casino refused my 166$ withdrawal and the manager retrieved the entire ammount won (272$), leaving just my 10$ deposit and 0,28$ that I have no idea why they are there - a little bit inconsistent with what they have told me in the following...
They have told me I have "mixed free chips and deposit", and what did they did? They had withdrawn all my fair winnings and made a fool of me (as I have wasted a lot of time, firstly on the playtrough compliance and then on the time I have spent winning a little bit more money. So, all in all, by depositing 10$ I have lost 272$ without even playing! Makes you think if depositing in this particular casino really pays off!!!
Well, there is nothing on their Free Chip and 'No Play No Max' bonus Rules page that configures a situation like this, adding the fact that Portugal players “may not cash out from free chip offers if they have not previously deposited”, and so I believe they legally can't do this.
This is an unbelievable position, totally unjustified even by their own rules, and as I am a fair player I hope that my winnings are restored and that this complaint would help others like me to see their rights as players consolidated.