Quote from: Blockchayne on Today at 05:59:54 AM

Rather than go through all the transaction info and calculations I will provide a summary of the total amounts and outcomes:

I deposited 2 MBTC for this BATMAN Promo and was advised that I won a wheel spin.

Prior to making my depo I opted OUT of the 50% deposit bonus that is pre-selected for you in their cashier. I said no thanks.

But after the depo was confirmed, I then was offered spin on the wheel for this BATMAN promo.

I spun the wheel and got 10 spins yayy (the lowest amount possible on the wheel) which I was fine with.

Okay 10 spins. And the winnings have a 40x playthrough. Okay sure.

But here's where it becomes strange.

Free Spins begin, I have 10 spins total.
Fast forward to the end, I finished with winnings of 0.000302 BTC or 0.3 mbtc!

Hardly any winnings at all. But okay. X40 playthrough gives me a wagering requirement 0.012 approx or 12.3 MBTC
These numbers are confirmed in the promo section of my account. It shows these numbers in their respective columns.

So remember I had deposited 2 mbtc so now I have 0.002302 BTC OR 2.3 MBTC TOTAL. Wow. Not exactly what I had hoped for but that's fine. Maybe an unlikely set of freespins. It happens. No problem. Moving on.

So now I take my 2.3 MBTC and play for a while and while.
My lowest balance was only 1.3 MBTC and to my surprise I worked my way all the way through that playthrough.

With 99% of the playthrough completed my balance was 8.7 MBTC. A nice amount I thought.

So at this point there is only a few spins left until I hit the 100% and finally clear that playthrough to unlock my free spins winnings which we recall from earlier was 0.000302 BTC or 0.3 mbtc.

100% achieved. Yayyy. I made it right? Nice day of wagering. 8.7 MBTC nice little come up right? WRONG

I look up and suddenly my balance has changed from 8.7MBTC to 3.3MBTC. Wait whatttt? Certainly there was some error or miscalc?!? So I open live chat and explain and the agent says:

"as I can see you were using the batman promo which has a maximum of 3.3MBTC for the freespins"

"....For the freespins" were her exact words.

I didn't see that listed anywhere prior but ya know what, I accept it as they say. Maybe there were some fine print, not the most ethical practice but I've seen it many times Plus I only won a small amount on the freespins of 0.3mbtc so the Max of 3.3 MBTC WINNINGS on the freespins should not affect me anyways.

So I stand my position that there is an error.

The support agent says "no sorry thats the Max win for this promo"

At this point I see that they are fully aware of my balance details and are miscategorizing my funds as being from the freespins which had a hidden maximum winnings restriction.

This is one of the sleight of hand type of shady behavior that I wouldn't normally expect from what appears to be a reputable website.

Hi there once again.

Our customer support team picked up your query and we were working hard to resolve this.

Firstly, we do want to apologize for the inconvenience this has caused you. We will try our best to improve any future promotions we have.

Secondly regarding the query, our team picked up that your win exceeded the max win we clearly state in our terms and conditions. This can be seen on the Batman landing promo page at number 5.
https://trustdice.win/promotions/sept-promo

Once players hit our max win, anything after does not count and this is what happened with your query.

To resolve this, we would like to refund your entire deposit you made. Please give us your TrustDice username and your consent to do so and we will proceed.

We thank you for your feedback as this helps us figure any confusions regarding our promotions we offer.

We hope you have a fantastic week further.

TrustDice Team