withdrawing from free spins

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    Last post ago almost 3 years by shanelfc31
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    jessie1eye

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        jessie1eye

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        Hi there, i wondered if anyone can answer my query regarding a friend of mine who is a depositer at casinoUK.  They were given 50 free spins and won approx £40 from them but amazingly managed to turn that into £2,000 with the bonus fund showing £0.00.  Upon requesting a withdrawl they were then informed that because the winnings resulted from free spins they would be capped to just £100.  My friend told me this and i then checked on the casinoUK website at their terms and conditions and this capping of winnings is not stated for this bonus only winnings from the freeplay promotion.  I then went to live chat where i asked the operator if i had been given free spins, won £40 ended  up with £2,000 with no bonus balance showing could i cash out? and the operator said that i could so long as i had wagered the initial winnings 80 times and cleared the bonus balance.

        What i would like to know is whether or not the operator is correct and what my friend should do as they reversed the withdrawl and had the £2,000 put back into account because they knew that this was the only way to keep hold of it untill the query was resolved.  They are frightened to do anything lol because they are frightened that if they argue the case they will suddenly find themselves locked out and lucked out (as so many do).

        Any advice would be gratefully appreciated and i hope to resolve this for my friend soon. 

        Thanks guys x 
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        drtheolen

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        Hey jessie1eye, here is the quote from general bonus rules that is valid for those free spins as well:

        "Because NO purchase is required, and the winnings returned could be sizable, the total winnings on all NO-DEPOSIT bonuses are limited to $200/£100/€150 maximum. Should the Player win in excess of $200/£100/€150 the excess will be removed from the Players account before fulfilling the cash-in"

        So, sadly, maximum that can be cashed out is only £100, whether it is free play or free spins or any other type of bonus that does not require deposit. Customer support was not exactly informed very well. All specific bonus rules always work in conjunction with general bonus rules (unless its stated otherwise), so my advise is to always check both specific and general bonus terms.
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        jessie1eye

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        Thank you so much for taking the time to reply to my query it was much appreciated indeed even if the outcome is sad lol.

        Regards, jacqueline x
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        shanelfc31

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        i open casinouk got some free spins i was winning i met my wager was chuffed with my self was playing for like 20 mins then my casino shut down so i went to log back in to find my acc had been locked...i went on to live help to see why this had happen they told me im a risk to them lol they want me to send off a lot of my info to get my acc unlocked but they can stick it...im finding a lot of casino i download and join all was lock me out and i am all ways told im a risk so i dont downlad casino and i join them in my wifes name lol

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