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I have had over $500 on my account and just 15 minutes ago had $810 and next thing I know I only have $49.80 and a notice saying that I had a coupon reversal and it took everything but $49.80. They said that any balance in excess of your maximum cashout limit will be removed from your account automatically. It is not right

Dear melissaray663,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you accumulated your winnings from a free bonus entirely?I have checked the general bonus terms and conditions, and this is what I found (here):

Guidelines for Common Free Spin Coupons.

The Player may withdraw a minimum of $/€50, unless otherwise specified in the promotion.

The Player agrees that the Casino will take any extra money out of the User Account after he receives the maximum withdrawal amount.

I would like to emphasize, that according to our Fair Gambling Codex, we consider the imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash-out from a bonus play.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I have had several bonuses and did all my playthroughs and the money I've been playing in is what I've had for the last 2 weeks on there.

Hi melissaray663,

• Do I understand correctly that you accumulated your winnings from a free bonus entirely?

Please understand that if that's the case your winnings were capped justly based on the maximum cashout rule attached to a free bonus.

Thank you.

Dear melissaray663,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.