Avantgarde Casino - Os ganhos do jogador foram anulados.

I was playing a bonus and i played it through and then decided to go to a different game. It just so happens that the game was keno. Well i was betting 2 dollar bets and hit 9 out of 10 numbers for ten thousand dollars. I was so excited because we need the money so badly. Well they made all but 100 dollars disappear. I have screen shots of the conversation that took place and the amount.

Dear Jeremyj5150,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? I have checked the forwarded screenshots from you and this is what I found:

Could you please advise when you have activated the promotional offer?

Do I understand correctly that after completing the bonus wagering requirements you didn't request a withdrawal but continued playing?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No i did not ask for a withdraw right away. I went over and played keno and hit 9 out of 10 numbers betting 2 dollars. And then i kept playing and was then making 25 dollar bets and tried to only get half the money out when I was done.

Why in the world would i void or cancel over 9000.00?

They deducted about 9000.00 to much.

I even tried several times just withdrawing 100 like the lady told me I could. And it wouldn't let me do anything

And by the way yesterday I started that promotion

The owner of this casino is trying to rip me off. He must be broke. Especially to be preying upon me. Im really broke. I just wish that there was more honesty and peace in the world. Greed makes the world a dangerous place.

Dear Jeremyj5150,

Could you please upload a screenshot of your bonus history here when replying? Thank you very much.

Every time that i log in and go to the cashier's this is the only screen that I can get.

This is the only picture that i get when i go to receive my bonus history.

Thank you very much, Jeremyj5150, for the screenshot. Do I understand correctly that your winnings have been accumulated from consecutive Free Spins bonuses purely? Have you deposited any funds into your account?

No i have not, it was a no deposit bonus.

And it was only 10 free spins. So when i was done with my play through i went and played keno and won there.

I see. Please understand that any No Deposit bonus carries a maximum withdrawal limit. In this case, it would be $100 (see T&Cs):

"4.8. Free bonuses (Comps, Free Chips, converted Comp Points or any other non-deposit bonuses) are playable bonuses awarded to player so they may play free of charge. Free bonuses have a different wagering requirement than other bonuses, and have a fixed withdrawal limit of no more than 100 Credits (100 $,€,£,AUD, or 1000 ZAR). Any remaining or extra balance is 'Non-Withdrawable' and is to be cleared from a player's balance. Each player is allowed to withdraw winnings from a free bonus only once during his/her gaming lifetime unless specifically approved by the casino manager."

Additionally, every player can withdraw winnings from a free bonus only once. You have activated multiple consecutive free bonuses which is in direct breach of general bonus terms and conditions. Even if you have activated one No Deposit promotional offer only, you would be entitled to $100 as per the maximum cashout rule. I'm afraid we can't help you to resolve this case.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Wow. Then why have two seperate buttons one say play fro real money and the other say practice?

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.