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After losing money several times, as a VIP member, I was able to access a bonus of 20 free spins. The requirement was to wager the winnings 45 times, with no restrictions on money or withdrawals. After playing the 20 free spins, I won a very small amount, but I continued playing until I reached a million and a fraction. As soon as I reached the minimum wagering requirement, they took the aforementioned amount. Their response was that, according to the wagering requirement, they couldn't give me that amount, but rather 59 euros. However, the bonus description didn't mention anything about this. When selecting a bonus, there's an option to view the description and requirements, and the information customer service gave me wasn't there. I attached screenshots, but they still didn't resolve the issue. They then sent me an email saying I should contact them. I'm a VIP member on that site, but this isn't the first time something like this has happened to me. I've played no-deposit bonuses before, and this time they took away my jackpot, which isn't fair. I have documents that support my claim; I would like to send them to you.

Luego de despistar dinero varias veces como soy vip puede acceder a un bono de 20 giros gratis, en donde el requisito era jugar lo ganado por 45, sin restricción de dinero y retiro, entonces cuando yo ya había jugado los 20 giros gratis, gané un monto bajísimo y bueno seguí jugando hasta poder ganar el monto de un millón y fracción, en donde apenas cumplí el límite de los roller me quitaron la cantidad antes mencionada y luego la respuesta que me dieron fue que según el requisito de término no me podían dar ese monto, sino que 59 euros, donde el término en la descripción del bono no aparecía nada de eso. Ya que al escoger un bono da la opción de ver la descripción y requisitos y no salía en ningún lugar lo que servicio a cliente me dijo. Le adjunté los pantallazos y aún así no me solucionaron. Me enviaron luego un correo de que debía contactarme con ustedes, yo soy vip en esa página, pero no es primera vez que me sucede algo así y yo he jugado bonos sin depósito y esta vez me lo quitaron el premio mayor y no es justo. Tengo documentos que respaldan mi reclamo, quisiera enviarselos

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Dear elita,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount not exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra