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Formal Dispute Regarding Reversal of Winnings from "Free15" Coupon

Hello,

I am contacting you to formally dispute the reversal of my winnings connected to the Free15 coupon.

After completing the wagering requirement, the system converted my balance into cash, and the $75 appeared in my cash balance, not my bonus balance. At no point during redemption of the Free15 coupon was I shown any terms, max cash‑out limit, or restrictions attached to this promotion. The coupon page displayed no MCO, no wagering details, and no link to general bonus rules.

Because the funds were converted to cash and no terms were presented at the time of redemption, I continued playing under the reasonable assumption that the balance was unrestricted real money. The subsequent reversal of my winnings as "Promo Credit Withdrawal Approved" and "Coupon Reversal Withdrawal Approved" contradicts the way the system represented the funds to me.

I am requesting the following:

1. A clear explanation of why winnings were reversed despite the balance being converted to cash.

2. A copy or screenshot of the exact terms that were attached to the Free15 coupon at the time I redeemed it.

3. An explanation of why those terms were not displayed on the coupon page or linked during redemption.

If no terms were presented to me at the time of redemption, then applying hidden or undisclosed terms after the fact is not acceptable. In that case, I request that my winnings be reinstated.

Please review this matter and respond with clarification.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Terms and Conditions of Mr. O Casino, and this is what I found:

7.1. Standard Free Chip Bonus Rules

(a) You are required to wager the value of any free chip bonus 20 times, unless otherwise specified in the promotion.

(b) The minimum withdrawal amount is $/€ 50, and the maximum withdrawal is 5 times the value of the free chip bonus, unless otherwise stated in the promotion.

(c) After meeting your wagering requirements, any balance exceeding your maximum cashout limit will be automatically removed from your account.

6.5. Validity Of Bonus-Applying Terms

Once a bonus is claimed, its terms immediately take effect and remain valid until a new Fund Action (Deposit or Bonus) is processed to your account and the bonus is cleared from your balance. These Bonus Terms continue to apply even after meeting the wagering requirements and processing a withdrawal. Adding a deposit on top of your existing bonus balance does not negate the Bonus Terms. Violations of these terms while they are in effect may lead to the voiding of all winnings, as stipulated in the Terms & Conditions. These promotion terms cease to apply when a new fund action (deposit or bonus) is made, provided that the playable balance is below $/€ 1.00.

• Am I correct in understanding that after you finished wagering the free bonus, your balance was automatically capped at $75?
• Did you continue playing with the $75 that was transferred to your real-money balance, or did you make a new deposit in between gameplay?
• Have you received any pop-up notifications or warnings informing you that you are required to withdraw your winnings and make a new deposit because the bonus rules remain applicable until a new deposit is made?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Jixer88,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru