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Additional screenshot from the player:

Dear crusher19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found:

"IMPORTANT! The maximum allowed bet for bonus wagering is $2, unless otherwise specified in the bonus description.

Unless otherwise specified in the bonus description, bonus offers are subject to restrictions on the amount of funds credited from the Bonus to the Main balance and on the amount of withdrawal after wagering. If the amount after wagering exceeds X15 of the deposit amount, the balance above is canceled. The maximum withdrawal amount using bonus offers can be limited to X15 of the deposit amount."

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please understand that it is nothing unusual to have a maximum cash out applied to any promotional winnings and to remove the bonus amount at the time of the withdrawal.

Could you please confirm that you have received the payment of 3,750 UAH? Unfortunately, since your additional winnings, after requesting the withdrawal, were accumulated from the same source (deposit+bonus), I'm afraid you won't be entitled to them.

Looking forward to hearing from you.

Best regards,

Petronela

Dear crusher19,

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.