Big Dollar Casino - Výhry hráčů byly omezeny.

I made a deposit and got a bonus with my deposit, i played through their 50 x wager and tried to withdrawl $690, finally after waiting weeks on it i see in my account it says $590 processed. So I'm thinking why did they take $100 off ? and I contact casino to ask and they inform the $590 was voided and my max cashout was $100. that is not true I was under the impression only no deposit bonus and free spins were max cashout $100. Needlesss to say i lose out on $590. and it should not surprise because the fact their sister casino Lucky Creek had done the same thing to me when I tried to cashout $1,500 and they only gave me $1000 and said the other $500 was voided.

Dear lauren,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, I would like to check the bonus T&Cs.

Also, would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. (or you can post it here).

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina thank you so much for your help I will submit you the documents I have, I wanted to let you know this morning as I was gathering my evidence to send to you and looking through my playback and statements I saw it clear as day the proof that they owe me $590 so I contacted them by phone and got ahold of a supervisor and together we looked through my playback and I showed her the money I had won was on a progressive (cash only) slot therefore there shouldn't be any terms and conditions regarding bonus because it was won with cash. It took awhile but I finally got her to see my point. So she is resubmitting it to their their finance dept and hopefully they make it right if not then I guess I will need you guys to try to try to make it right but I will keep you posted. I will email you the attachments

Thank you for your reply and email, lauren. Let's see if this can get sorted out without our intervention. I will leave this complaint opened, so please, keep us updated in the meantime.

Thank you so much, they said it would take about 48 hours so as soon I hear something I will let you know. Thanks again

They replied back to me saying the finance teamed reviewed and came to the conclusion that my money was won with a bonus or whatever but they are wrong. i will send you my emails with them and then i will send all my evidence and playback statements to prove what i am saying is true. thank you so much for your help.

I am sorry, but I am not able to open the pictures attached to your email. Could you please forward them to me as regular screenshots?

Sure I will send them as screenshots

When I do screenshot you can hardly see anything

Do I understand correctly that you activated a free spin bonus? Could you please clarify if this bonus was still active when you played those 'cash only' slots?

Yeah after I deposited the cash I used a bonus code for free spins and won $17 with the free spins but that $17 went to my bonus not my cash the money was won on cash only slot then before I was able to cash out they subtracted the $17 from my winnings. Did you receive my emails with the screenshots?

Thank you very much laurenschofield87 for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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 laurenschofield87.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Lauren.

Great news, this is the message we received from the casino team.

Morning Jozef, the team has reviewed the account and it was correct. the bonus that she claimed was higher by $1 then her deposit so we have decided that out of good faith and this is her first complaint with the brand we will be paying her the $590. The finance team has made this exception. The payout will be issued today and someone from our CS team will reach out to the player as well.

Please, could you confirm their statement?

Yes thank you so much casino guru the money has been deposited. You guys are amazing I tried for weeks to get that money and they just kept telling me lies. You guys really are amazing thank you so much

Hello.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards, Jozef