Hallmark Casino - 플레이어의 보너스 상금이 무효화되었습니다.

Got a text and I called talked to Lady who straighten up my account for me I specifically ask if the 300 free chip she was giving me was cashable after playthrough she said yes and I won up to almost 6000 and tryed to withdraw and now they saying I used free chips a month apart and no deptin between they knew that when I asked her and they lied to me now I can't withdraw sure something can be done about this

Dear Charly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.hallmarkcasino.com/bonusterms/:

"Players cannot redeem consecutive multiple free bonuses. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to be made before you are eligible to redeem the second No Deposit Bonus."

"Back to back free chip between deposits may limit or void your chance of cashing-out. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, if a Player wants to redeem two free chips in a row, players will not be able to withdraw any winnings generated by playing on said chips. The casino reserve the right to make exceptions on the Withdrawals approvals. For further questions please contact Customer Service."

If you are aware of redeeming more than one Free bonus without placing a deposit, sadly, there is not much we can do to support your case at this time.

However, please do not hesitate to forward your cashier and bonus histories to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Lastly, I have corrected the disputed amount since the maximum cash out from a $300 Free Chip would be capped at $100.

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is $100. All free chips valued at or below $100 will come with a cash-out limit of no more than, nor less than, $100."

"All Affiliate/Marketing freechips of $100 or more or under $100 will be entitled for max $100 cash-out. For more information review bonus description in your bonus history."

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Charly,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.