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I received «100% No Rules Bonus» on deposit, completed wagering requirements and requested for withdrawal. Withdrawal was cancalled and support said that the reason is that I haven't left the bonus amount. So support mean that bonus amount is not withdrawable.

Before I claimed «100% No Rules Bonus» I clearly asked in the support chat if I can withdraw the bonus amount and was told that yes. 

Also in «100% No Rules Bonus» individual terms it's not said that bonus amount is not cashable.

And also in general Bonus Terms it's said that only bonuses over 100% are not cashable and «100% No Rules Bonus» is not over 100%, it's 100%. 

I think it would be rightfully to let me withdraw the entire amount.

Dear Lilililya,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered with the «100% No Rules Bonus» at the online casino.

To better understand your situation and assist you effectively, could you please provide us with the following additional details?

• Can you confirm the date when you claimed the «100% No Rules Bonus» and made your deposit?
• Could you specify the exact amount of the bonus and your deposit?
• Did you receive any written confirmation or chat transcripts from the support chat where it was stated that the bonus amount was withdrawable?
• Could you provide the specific terms and conditions that were provided to you for the «100% No Rules Bonus» and where it states the bonus is not cashable?

Additionally, please forward any relevant communication or documentation, such as chat transcripts or screenshots of the bonus terms, to petronela.k@casino.guru.

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

If not specified in the individual bonus terms, all bonuses are non-cashable, meaning they cannot be withdrawn. The amount of the bonus will be deducted from the winnings at the point of withdrawal.

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

Best regards,

Petronela

• The date when I claimed the bonus and made a deposit: 21.06.2024

• Bonus and deposit amount: 29.99$ + 29.99$

• Yes, in the support chat I was told that I can withdraw bonus amount.

• Here are individual terms of the bonus and it's not said that the bonus amount is not cashable in it:

Hi Lilililya,

Even if the specific bonus rules for this promotional offer don't mention that the bonus amount is not cashable, the general bonus terms clearly state this.

• Could you please let me know your balance after completing the bonus wagering and if you received any winnings at all?

Thank you.

After wagering the bonus, the balance was $59. And that's how much I was trying to withdraw.

Hi Lilililya,

According to the general bonus rules, you should be able to withdraw $59 - $29.99 = $29.01.

• Have you been informed why you are not entitled to these winnings at all?
• Could you please request a new withdrawal in this amount and keep me updated about any further developments?

Thank you.

• Yes, Slotheist support said that I can't withdraw the whole amount because I havent left a bonus amount of 29.99$.

• I'd still like to withdraw the whole amount because before I claimed a bonus Slotheist support definitely said that I will be able to make it. I think it matters much what support says, right? Then why do we need support? May be you could ask Slotheist to provide you with my support chat history to see this fact? I think it was on 21 of June 2024.

Hi Lilililya,

I regret to inform you that despite what the support team may have communicated about withdrawing your entire winnings, the general bonus rules stipulate that you are entitled only to winnings minus the bonus amount awarded.

• Could you please initiate a new withdrawal request for the amount of $29 and keep me informed of any updates?

Thank you.

The minimum withdrawal for available for me methods is 50$. But. I increased my balance and then withdrew the winnings.

So, this compliant can be closed.

Thank you for your participation and best regards)

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lilililya, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru