CandyLand Casino - O jogador sente descontentamento com as restrições de retirada.

posted this elsewhere, but not sure if I posted in correct section. Today I signed up as new user at candyland casino with no bonus code and deposited $170 and quickly lost it..then I saw they offered a new user 200% bonus so I deposited $113.23..I ended up hitting a few good spins and had a total of around 2400..went to live chat and was told it was casino policy that you can only withdraw 10x your previous deposit unless the deposit is over $250, and the remaining balance is voided. So I can withdrawl $1132.30 (at 500 a week) and then the remaining balance is voided. So they basically keep my remaining 1300 or so..I don't see any posts discussing this. Even though I deposited over 250 in a matter of minutes, it cost me 1300. Is this a standard casino policy. I have made withdrawls at around 14 other online casinos and have never heard of a policy like this. This casino rep has not been active for 18 days so I won't hold my breath for a response but it seems like shady business practices. I will attach photos of terms and conditions for bonus and there is no mention of this 10x max rule

Dear locoryan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the casino's Terms and Conditions, and this is what I found: 

WITHDRAWAL TERMS AND CONDITIONS

5.1. All Deposits of 249 USD/EURO/GBP/AUS or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal.

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. Do I understand correctly that you accumulated those winnings with an active bonus?

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Veronika

Dear locoryan,

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.