Crypto Thrills - Winnings not paid in full

Hi bestie10 - welcome to ThePOGG.com!

To be clear you were not allowed to withdraw 5x the bonus?

Thanks,

ThePOGG

Hi,

That's correct. The bonuses taken both had a max cashout of 5 x bonus amount.

It is clear in their casino lobby plus within the bonus itself that non redeemable bonuses can be withdrawn in full after wagering is met and the bonus amount will be deducted upon cashout.

I was given a 26mbtc bonus with a max cashout of 5 x bonus that was the terms of that specific bonus when clicking into the bonus and the cashier had automatically transferred the correct amount specific to that bonus to my cash balance after wagering.

The balance that was transferred was 102mbtc and only 10mbtc was paid.

Please note that the casino keeps mentioning max cashout was 10mbtc but the bonus applied had a specific max cashout of 5 x bonus.

The amount can be seen in my statement after the sticky bonus was deducted.

Thanks

Hi bestie10,

Reviewing the CryptoThrills website I can see the following term in the general terms and conditions:

6.3. Deposit Match Bonus claims on deposits that have been wagered in full (to a zero balance), will be subject to the sole discretion of the Casino and a maximum withdrawal rule of 10 mBTC."

Do you have any supporting evidence for an over-riding promotion specific term?

Thanks,

ThePOGG

Hi bestie10,

I'm following-up on the above?

Thanks,

ThePOGG

Thank you for the response and my apologies for the delayed response.

The bonus given to me was not a match bonus but a 26mbtc bonus which was non redeemable.

The non redeemable bonus terms are as follows:

"Non redeemable bonus are not redeemable for cash"

You may play and win with non redeemable bonuses and ANY winnings from the bonus may be withdrawn once playthrough is met however the initial bonus amount will be deducted.

The bonus given was not subject to the standard wagering but had a 40x wagering with a 5x max cashout upon clicking into the bonus.

As it was a non redeemable bonus specific terms supersedes the general terms.

I cannot access my acc as it is locked but if you request my account history you will see that the cashable balance was 102mbtc that was transferred to my withdrawable balance after completing the wagering.

The casino is refusing to send me my acc history but I have a screenshot of their non redeemable terms.

Hi Bestie10,

Specifically which url did you take the above term from?

Thanks,

ThePOGG

Hi, The URL is as follows: cryptothrillscasino-webapps.altech.io/Public/HelpPages/NonRedeemableBonus.aspx?Locale=en-US This is the screen within the terms of the non redeemable bonus. Thanks for your response. If you need screenshots I can provide those as well. I have sent you an email with the actual screenshot.

Hi Bestie10,

That page would not be considered 'terms and conditions' and as such would not supersede the terms and conditions. It could be considered mis-leading advertising, but I'm struggling to find any way of locating that page from the Crypto Thrills site. Specifically how have you managed to navigate to that url?

Thanks,

ThePOGG

Hi Sir,

That page is located upon clicking the help section within the specific bonus.

The bonus itself upon clicking into it,clearly showed that 5 x bonus amount would be transferred to the cash balance after wagering and deducting the bonus itself.

That was the specific term of the bonus and not subject to the standard wagering but an exclusive wagering of x40.

The bonus itself showed what amount would be transferred to the cash balance and that non redeemable bonus screen is located upon clicking the bonus.

If you register an account with them and enter the code CHAC40 in the bonus section. When you start wagering the bonus u will see the question mark and upon clicking it it will lead you to the non redeemable bonus terms page.

I will email you further screenshots.

Thank you for your help.

Hi Sir,

Any update on this complaint.

Do you need anything else from my side and have you been in touch with the casino sir?

Thank you once again for your help.

Hi POGG,

Have you managed to navigate to the bonus screen as provided by the URL and have the casino responded with regards to this misleading advertising?

Is there a way I can file a complaint for this casino to be fined to prevent further players from encountering the same issues in future.

Thank you for the help thus far

Hi Bestie10,

I've claimed the specific bonus code you quoted above. Sadly we cannot support your claim. After playing the no deposit free spins this information is displayed in your account:

As can be clearly seen above, a maximum withdrawal is explicitly and unambiguously defined in this information. By clicking the 'More Information' link you do indeed arrive at a page containing the below information:

While this does state that winnings from non-redeemable bonuses are withdrawable, it does not place any over-riding requirements that these winnings cannot be capped as is defined by the promotional specific terms. And that's exactly what has happened here. While the information you have looked at is general information about non-redeemable bonuses, the promotion specific terms do clearly define what the maximum allowed withdrawal is.

Sorry we cannot be of further help.

ThePOGG

Yes I agree with you...the promotion specific terms clearly state that.

In your case it was 5 x bonus amount 1.94 × 5 = 9.70 as per your bonus.

My bonus was 26mbtc which showed that the maximum amount to cashout was 26 x 5 = 130mbtc but only 10mbtc was paid.

Can you assist me please.

The promotion specific terms was not adhered to...my bonus was 26mbtc with a 5x max cashout.

I even cashed out the bonus and an amount of 102mbtc was transferred to my cash balance.

THE POINT I AM MAKING IS THAT THE PROMOTION SPECIFIC TERM WAS NOT ADHERED TO AS UPON CLICKING INTO THE BONUS IT SHOWED THAT AN AMOUNT UP TO 130MBTC will be transferred to my cash balance after alwagering as my bonus was 26mbtc.

Please assist as you are right,the promotion specific terms are correct but I was not paid out based on that but was only paid 10mbtc.

As per your bonus it clearly shows that after wagering a maximum of 9.70 will be transferred to your cash balance but the bonus will be deducted.

So after I completed the wagering of the 26mbtc bonus, a balance of 102mbtc was left which was transferred to my cash balance and that should have been withdrawable.

The terms of the bonus were the same as shown above. Because your bonus was only 1.94 mbtc your max cashout was 9.70mbtc which was 5x bonus amount.

I had a 26mbtc bonus and the max cashout wss 130mbtc,was left with a balance of 102mbtc after wagering and that was transferred to my cash balance but they only paid out 10mbtc.

They are refusing to provide me with my account history otherwise I would have shown the proof to you. Can you request the transaction history from them please.

Can you please look at the comments above and relook into my complaint please.

Thank you for taking the time to assist me.

Any feedback sir?

Why is there no response here?

Can you kindly update this thread to atleast inform me that you are looking into this matter.

Thanks

Hi Bestie10,

I'll contact the operator and see what we can find out.

Don't open multiple complaint files about the same issue. It does not get your claim attention any quicker.

Thanks,

ThePOGG

Thank you for your assistance as the casino is not responding to my emails and on live chat. I will eagerly await your reply.

Hi,

I am following up on the above?

Thanks

Just following up on the above?

Can I login to my casino account and withdraw the balance that should have been paid?

Is there a way I can have this complaint looked at as a matter of urgency...I do not mind paying for the assistance as this is going on for over a month now.

Thanks

Hi sir,

Could you kindly advise if you managed to contact the operator and can provide me with some feedback please.

Thank you and your assistance is highly appreciated

I wish someone could assist me with this matter. I don't mind paying for the service,its been over a month and I just do not understand what the delay is.

Thanks

Just following up on the above, any news from the operator?

Any update on the above?

Is there a quicker way to have this resolved.

I appreciate the assistance but it's almost two months

It's been over two months now, kindly advise if there is any feedback?

I do not understand why getting feedback from the operator would take so long.

Please assist or can you please provide me with some feedback.

Thanks

Hi Bestie10,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no relevant response. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

I do not understand as players have been getting regular responses from the casino re on the lcb forum etc.

What is the way forward as I trusted to reach a resolution here.

Hi Bestie10,

As stated, the operator are non-responsive to us. If they feel that other services are a better fit with their business model, we could not comment on that.

This is an entirely unlicensed operator and as such there is nothing further we could suggest.

ThePOGG