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Use a 25 free spins casino bonus, with the win 4000 dlls of which according to the casino rules I can keep and get 100, I understand that the rest is lost but suddenly everything disappeared and that is theft.

Use un bono de casino de 25 free spins, con el gane 4000 dlls de los cuales según las reglas del casino puedo conservar y sacar 100, entiendo que lo demás se pierde pero de pronto desapareció todo y eso es robo.

Dear Myriam,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the Bonus T&Cs and this is what I found:

" 2.1.9. Free Bonus/Spins withdrawal limits

·       Maximum withdrawal amount from free bonus money are as follows:

·       (i). Basic maximum €100,

·       (ii). Silver maximum €100,

·       (iii). Gold maximum €200,

·       (iv). Platinum maximum €300,

·       (v). Titanium maximum €400,

·       (vi). Master maximum €500."

Unfortunately, some bonuses have maximum cash out limit. I would recommend you checking out our article about bonuses https://casino.guru/casino-bonuses:

"Some bonuses, especially no deposit bonuses, but sometimes also deposit bonuses, feature maximum withdrawal limits. If, for example, a no deposit bonus comes with a 100€ maximum withdrawal limit and a player wins 300€, he can only withdraw 100€ and the remaining amount will be voided."

Do I understand it correctly, that all your winnings were confiscated, even those $100?

Thank you in advance for your reply.

Best regards,

Kristina

That's right, miss, all the winnings disappeared including the 100 dlls that you could withdraw as a prize. In fact, I kept playing no matter if the surplus was taken from me, but the $ 100 € also went away as I show in the evidence photos

Así es señorita todas las ganancias desaparecieron incluyendo los 100 dlls que podía retirar como premio. De hecho yo seguía jugando sin importar que me quitaran el excedente, pero los $100 €también se fueron como lo muestro en las fotos de evidencia

Thank you very much Myriam for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Myriam,

I looked at your complaint and will do my best to help you. I would like to invite Casino Moons into this conversation. Can you please specify why you confiscated player's winnings from free spins?

Hello,

Thank you for reaching out to us!

Kindly note that our Bonus Rules item 2.1.4.1. states that if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of 25 cash.

The free spins in question were claimed via email on the 13th of August as part of our regular promotions. Since the winnings did not originate in the Sign Up bonus, and there was no deposit made, as soon as the wagering requirement was completed, the system debited the bonus balance and credited the cash balance with the amount of 25.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Casino Moons

Dear Myriam,

As Casino stated, in order to withdraw your winnings you need to make a deposit. Note that if you'll make a deposit you can get $25 in cash.

Is there anything else I can help you with?

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.