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I made a win equal to 10000 EUR with 100 EUR deposit .... I sent all required documents for cashout ... 2000 withdrawal limit by wire transfer after they have scaled 200 EUR claiming that they are the bonus after 6 days they inform me that 2000 transfer was made ... the remaining 7800 disappeared

Ho fatto una vincita pari a 10000 EUR con 100 EUR di deposito ....ho mandato tutti documenti richiesti per incasso ...limite di prelievo 2000 tramite bonifico dopo che hanno scalato 200 EUR sostenendo che sono il bonus dopo 6 giorni mi informano che bonifico di 2000 e stato fatto ...i restanti 7800 spariti

Dear Marco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://eu.jackmillion.com/terms-conditions/:

"For the welcome package related bonuses, to withdraw your winnings you will have to wager a minimum of 40 times your deposit and the bonus amount. Maximum withdrawal limit for these bonusses are x20 the deposit amount, e.g. if the Player deposits (€)100 and uses a bonus with a 20x maximum withdrawal limit, then the maximum amount that may be withdrawn is (€)2,000."

Could you please confirm that you have activated a bonus from the welcome package when depositing funds into your account?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, 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, especially when it comes to No Deposit bonuses.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. 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.

Best regards,

Petronela

I played exceeding the bonus limits in fact several times I tried to withdraw lower amounts and I was not allowed because I had not made enough plays ... so I went on until in the cashier area I was shown my withdrawable balance . ... I have screeschot of all chats with operators and of the game account ... only when I asked for a withdrawal was it reset

Ho giocato superando i limiti del bonus infatti più volte ho cercato di ritirare cifre più basse e nn mi era permesso perché nn avevo fatto sufficienti giocate ...quindi sono andato avanti fino quando nell' area della cassa mi è stato illustrato il Mio saldo prelevabile. ...io ho screeschot di tutte le chat con operatori e del conto gioco ...solo quando ho chiesto prelievo è stato azzerato

So I wonder why my account was with a balance of 9800 EUR because 200 had already taken them claiming that they were those of the bonus ... but the system should have calculated immediately the (for 20) only after they validated me. 2000 was reset operation made by a manager nn from the system as they said ... for me it is a scam

Quindi mi chiedo perché il mio conto era con un saldo di 9800 EUR perché 200 li avevano già presi sostenendo che erano quelli del bonus...però il sistema avrebbe dovuto calcolare subito il (per 20) solo dopo che mi han convalidato i. 2000 si e azzerato operazione fatta da un manager nn da sistema come hanno detto ...per me e truffa

Dear Marco,

I’m afraid your winnings have been capped rightfully. It is nothing unusual for the casinos to restrict players’ action during the bonus wagering or pose limits on the maximum withdrawable amount and allowed bets. Your active balance has been displayed to you in full right after completing the bonus wagering requirements, unfortunately, all the bonus play is being checked afterwards, and this is when the maximum cash out is applied.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Lastly, if all the relevant information is displayed on the website, there is not much we can do for you in this matter.

Could you please advise if you have successfully withdrawn the amount of €2,000?

Yes, the 2000 euros withdrawn .... thanks for the work done ... I'll be careful next time

Si i 2000 euro ritirati ....grazie per il lavoro svolto ...la prossima volta farò attenzione

After a closer examination, we ended up rejecting this complaint as unjustified. The winnings from a promotional play have been capped according to a maximum cash out rule which is listed clearly in the T&Cs.

Marco, please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.