Quote from: Bitcoincasinocom on May 27, 2019, 09:36:00 AM

After reading Lemur's response, we'd like to add the following.

The gambling limits were lifted at the player's request, as noted in the first sentence at the top of his latest post.

Whats the point of gambling limits if they can be lifted at a player's request.

"Hey Lemur, Sandy here. I cancelled your play limits according to the request above. If you'd like to set them in place again, or adjust them, you are free to set them at any amount you choose."

Sandy then informs the player that by lifting his gambling limits, he was free to play his deposit bonus of 100 FREE Spins. She goes on to ask for clarification on how to proceed. Does the player wish to make a withdrawal? If so, he should drop by the Live Chat and it will be processed right away. "Otherwise, you're free to play." The word "otherwise" implies that if the player did not opt for the withdrawal, he was free to play. Those were his two choices - withdraw or play.

The player says no, he needs the funds now, and then requests that the withdrawal be processed.

"Done," says Sandy. The full amount of his .320 ETH deposit was processed for withdrawal immediately.

Again, since the deposit bonus was attached to the .320 ETH and wager requirements were not met, the bonus was cancelled at the time of his withdrawal. Cancelling a bonus before wagering requirements are met negates all play associated with the bonus. In this case, the wager requirements are 35x rollover on winnings associated with both sets of 50 FREE Spins credited to the player's account over a 24-hour period. This is clearly stated in our Friday FREE Spins rules.

His complaint regarding a bonus being cancelled for no reason seems a bit unreasonable. He is also mistaken to believe that by merely activating his bonus, as he states a few lines down, that he would have been entitled to keep it without completing the rollover. Neither activating nor rolling it over three times would have changed the scenario once the withdrawal was processed. A deposit bonus is attached to the deposit that triggered it. It cannot be "kept" or transferred to another deposit.

Its funny how they keep trying to change my complaint despite how many times i state that my problem is with them badly informing and also lieing to me. Also im not sure how a bonus that was never activated can be cancelled. and again i never asked for it to be transferred. Again if i was told that the bonus would be removed unless i wagered my deposit 3x then i would have postponed my withdrawal and tried wagering it 3x.

Bitcoin Casino wants also wants to make it very clear that the player requested, in writing, that his player limits be lifted. There was never a "suggestion" that we wait 7 days or a concern that we would "look bad."

I guess you think i dont have proof showing where i said this, but suprise!

The player insists on receiving 100 FREE Spins on a deposit that was immediately withdrawn. The request is unreasonable. Such an exception would be unfair to other players who follow the rules. We have an obligation to treat every player who participates in the games offered at BitcoinCasino.com equally and fairly.