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I joined this casino a few months ago and won with a free chip. It then took until just about two weeks ago (6 months after I won the money) for them to even accept my documents. They kept providing email addresses that would always return whatever I sent. So I finally got the withdrawal…and I deposited $10 to confirm my address (??). I played it and lost it. Then, I noticed the nightly tournaments that they promote nonstop were no longer visible to me. I then got an email with the code to a free chip. I used it and won $100 again. They then denied my winnings saying I used two free chips in a row. I politely reminded them that i actually deposited and played $10 between the two chips. I also reminded them that their software forbids the use of multiple chips, but it didn’t forbid me. They then came back and said to me because I had participated in free tournaments that those counted as free chips. So I responded saying so if someone plays two tournaments in a row, and wins the second one, then they are breaking the rules? And basically they told me they can change the rules how they want on a case by case basis and that it’s in the terms. Which is ludicrous. They should not be allowed to do that and I want my money.

Dear coreytacoh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"Free Roll Tournaments

Free Roll Tournaments are Tournaments which do not require that players pay a registration fee.

The Player may not consecutively play in Freeroll tournaments. Should a Player play in one Freeroll tournament, the Player must make a real money deposit into his account to be eligible to play in a second Freeroll tournament.

Prizes won in a Free Roll Tournament are added to cash balances and may be withdrawn from the casino.

Any winnings from Free Roll Slot Tournaments may be used to play in real money casino games. These winnings are subject to a minimum withdrawal amount of $100 and a maximum withdrawal amount of $1,000."

Do I understand correctly that you didn't make a deposit between two (or more) tournaments? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear coreytacoh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.