Goldex Casino - Сумма возврата денежных средств игроку ограничена.

Hi I got a withdrawal of $1500 from cashback it does not mention anywhere that I can see in bonus terms and conditions that max you can take is 10x bonus amount but I’ve received an email that says max I could take is 10x bonus amount even though nothing in bonus terms and conditions says you can only take that for cash back it says no deposit but surely cashback is not a no deposit and I’m thinking how many people this is happening too after depositing hundreds getting cashback just to not be able to take anything at all is ridiculous with no indication at all in bonus terms and conditions does it say you can only take 10x bonus amount, I’ve asked them to clear it up and tell me where to find this information in bonus terms and conditions but I for live of me can not find anything say it’s capped at 10x bonus amount

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. The casino has indicated that an agreement has been reached, and they are prepared to provide additional funds beyond the established limit. Could you kindly confirm the amount of your winnings and the total payout you received from the casino?
2. Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
3. Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear HSkeen5789,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru

We’ve reopened this complaint at the request of HSkeen5789. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player, could you please address my previous message?

Thank you in advance for your reply.

I won $1500 real money they allowed me $1000 to take although nothing on site said anything about max 10x withdrawal all real money and said I could withdraw it all there was absolutely no mention of the 10x on website when I messaged they said it was the part that said the casino has right to cancel any funds but no mention where it said it was limited to 10x I searched everywhere and could not find anywhere where it said 10x max

Thank you very much for your reply. I checked the Bonus T&Cs and I found this:

The maximum withdrawal limit from welcome package free spins is 100 EUR/USD/CHF, 1 000 NOK, 150 CAD/AUD/NZD. The maximum withdrawal limit from no deposit free spins is 50 EUR/USD/CHF, 500 NOK, 75 CAD/NZD/AUD. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit. The maximum withdrawal is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. This means that the maximum withdrawal is calculated as the bonus amount received multiplied by a coefficient of 10 (x10 by default). The maximum withdrawal from deposit Free Spins cannot exceed 10x the bonus amount received from the Free Spins play.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila