Limitless Casino - プレーヤーが不要なボーナスを受け取りました。

I made several deposits within a 3 hour time frame. I've asked customer service to remove the bonuses consistently. The casino automatically placed a bonus at the same time I made a deposit before midnight pst, therefore I lost.

Dear Audrennab101,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please advise if you have tried to communicate the possibility to opt out from any promotional offers with the casino prior to any bets being placed? Would you like to clarify how the added bonus caused the loss of your funds?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Yes I've continuously asked to remove the bonus in the chat. I asked to stop altogether. Last night I was making monetary deposit and the bonus was put it at the same time. I was not expecting a bonus while I was making deposits. I ended up losing like I always do.

I've played all week & did not even win 100 usd like I did while playing with the bonus. I made 5 or more deposits last night. The bonus was inputted while I made a deposit. But I've asked since my very first day not to give me any bonuses. I invested alot of money to what I could have gained. I consistently have to go inside the chat to ask them to remove the bonus.

I sent a communication from my transcript to the email displayed above.

Why is that made public?

Thank you, Audrennab101, for your reply. I can see that you asked to have your active bonus cancelled but didn't request to be excluded from any further promotional offers. I still do not understand, I'm sorry, why do you believe that you lost your funds only because an unwanted bonus was added to your real money deposit? Could you please elaborate?

The post is marked sensitive. Therefore visible to you, the casino, and us only.

I have made requests to permanently remove bonuses. The casino should have the transcript. On 12/23/22 I made about 5 litcoin deposits, but prior to my deposit around 11pm pst a loyalty reward was inputted without my notice.

Petronela please explain; if I am making monetary deposits in hopes to win, why would I want a bonus with a max cash out of $80? If the casino had not blocked my incoming deposit I would have been able to withdraw the funds.

Petronela please not I have never made any winnings with limitless until that bonus on 12/23/22. If you search my chat history, many times I have told the representative I dont play with bonus. I've asked for it to be permanently removed. At this point I feel I'm being scammed. I'm considering closing this account because this is not right.

Petronela nonetheless I did request to permanently remove all bonus but I'm not sure if I have a copy of the chat transcript.

I'm Moreno highly upset with the casino. The casino inputted a bonus & restricted my deposit. I've never won anything. I only one with the bonus which I did not know I was using. Horrible service.

I can email you the last 3 crypto deposits I made. Because your bonus came in between my deposits. I lost my money due to your random bonus.

Also Petronela, if you check the time frame, you will see that I did not start playing the game until after each deposits. But the casino withheld my funds & I was unaware because I have already been playing a few hours

Petronela I tried reaching out to spin gaming but they don't have a website. Please do understand I did request for no bonus from your staff in general. I did ask them to remove me from all bonus. Yes it was an unwanted bonus while I made a deposit. Because of the unwanted bonus my monetary deposit was withheld from me to play with.

Hello?

Is anyone there?

I'm sure you understand, Audrennab101 that we have seven days to reply. The timer is visible in the upper corner of each complaint. We try to reply to each player in a timely manner and ask for your patience while we do so.

I have created an account to check how promotional offers are activated. Players can choose if a Deposit bonus is added or if they wish to play without any bonuses.

Could you please advise if the added bonus was a cashback or if it was automatically added when you placed a real money deposit? Thank you.

Petronela I really want you to understand I did not ask for this bonus. I made several deposits before the bonus. It was automatically inputted in my account. Petronela please note I have never requested nor accepted any bonus offers. Petronela I don't use bonus because the wager is high & cashout is low.

Petronela I placed real money therefore I thought I was playing with real money. Petronela please note I will cease all business and referrals to your casino until you honor my request.

Thank you for clarifying the 7 day waiting period.

I reached out to spin logic gaming but they do not have a website. I am a new player here & I've lost far more than the 600

Limitless casino doesn't ask anything as long as your giving them your hard earned money. I'd recommend casino that asks for nothing at all.

Dear Audrennab101,

Could you please upload a screenshot of your bonus history? We still didn't identify the bonus that the casino added to your playable balance. Thank you very much in advance.

Petronela, why would I have a bonus history; that's your job.

It was a loyalty reward, isn't that a bonus?

I didn't request any bonus or any additional money of any sort, the casino automatically input in the extra money.

Petronela I'm continuously asking limitless to remove the loyalty rewards. I've attempted to email my chat transcripts but the casino never sent a number of my chat transcript requests. I have never took any of the casino offers at any bonus because the wagers are too high & payout too low, similar to the loyalty reward. I can't opt out of those.

I won that money unless you prefer that I leave due to limitless lack of credibility, fairness, & valuing paying players. Can I please have the 600 I won?

I do not have access to your casino account, Audrennab101. As I clarified earlier, I do not work for Limitless Casino but for Casino.Guru and in order to mediate your complaint I'm simply trying to collect as much information as possible before we'll contact the casino directly.

Could you please forward a screenshot of your bonus history to petronela.k@casino.guru? Thank you.

Petronela do players normally have pictures of their bonus histories? How does 1 do that? The bonus is called a loyalty reward

The loyalty reward is automatic from limitless with a high rollover & low payout. If I'm not mistaken it's given with each deposit & I've tried to opt out. I have to go in the chat & request it for it to be removed consistently.

I've noticed I tried to request chat transcript via email but it never came. But the one you posted above that I emailed you is an example.

That day I made consistent deposits when the casino simultaneously put money the same time I deposited.

I don't know the time or why they put money back in players account or the percentage, that you'd have to ask them.

Casino guru I've been going in circles with this representative I don't think she is here to help. Please intervene. This is not right what is happening.

I agree that we are going in circles, Audrennab101. You say that you do not have a screenshot of your bonus history but your account is still accessible, correct? Could you please go inside your casino account a take a screenshot of your bonus history? Afterwards, we will contact the casino directly. Thank you.

There is no such thing.

Could you be more clear & explain how a customer from limitless casino can find that?

Customer service doesn't know & they do not email Chay transcripts.

Again Petronela there is no such thing. Can I have a customer service agent that will help me?

Is there any transaction record inside your casino account for the last 31 days, please?

You have a different setting from my account

I've already told you that Petronela I can't see my transaction history. I'm not going to get anywhere when you're not reading. I really need casino guru assistance and I'm not getting it from Petronela

Thank you very much, Audrennab101, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Audrennab101,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Extending?

This is ridiculous I want my account with limitless casino permanently closed. It's rigged and I'm losing money. And they are unprofessional

Hello Audrennab101,

Hope you are well.

Please contact our support team directly and please try to present your grievance in a concise way. By reading the previous messages you had with Casino Guru and their representatives, I was unfortunately not able to determine what the exact problem is.

The player is allowed to opt out of Loyalty rewards, which is in our opinion not something a player should do as it lowers the chances of a potential win. Of course, if you are determined to do so, we will oblige to your request.

Thank you and we are looking forward to hearing more from you.

Kind Regards,

Limitless Casino Management

Limitless casino management whom can I contact customer service has not replied to my emails?

Hello Audrennab101,

We hope that you are well.

Please note that we have checked and double-checked our inbox and other than a payout request email, no other email has been received from your email address.

Please note that you can contact us directly by email at pitboss@limitlesscasino.com.

Thank you for your understanding.

Kind Regards

Limitless Casino Management

Yes I have proof I have emailed pit boss but not payout request. The last email I sent was to customer service as your customer service Chat directed. I will email pitboss right now.

I emailed pitboss again today & payout. No response.

Hello Audrennab101,

We hope that you are well.

Please describe what issue are you experiencing exactly.

The correspondence so far was regarding unwanted bonuses, however, you are now mentioning payout request emails.

Please let us know what exactly are you requiring assistance with, and if possible, contact us directly either by email or through live chat.

Thank you for your understanding.

Kind Regards,

Limitless Casino Management

Limitless casino you are causing confusion & I feel its deliberate. I will send another email today February 6, 2023. You guys are finding excuses to prolonged responding to me. After this email I will reach out to casino guru management because you guys are fabricating information to not answer me. The email will be sent to pitboss today

Dear Audrennab101,

We hope that you are well.

Once again, we are asking for detailed information about what the grievance is exactly. If you are unable to reach us by email for any reason, please explain your issue here on the thread.

We will do our best to assist you, but we are unable to do so if we do not know what the exact issue is.

Thank you for your understanding.

Kind Regards,

Limitless Casino Management

1.Limitless casino you stole 600 dollars from me by restricting my deposit.

2.Limitless casino you restricted my deposit by placing a loyalty reward.

*Pitboss replying to emails should be a priority.

Dear Limitless Casino team,

if I understand the player's statements correctly, the player automatically received bonuses althout he did not wish to get them. Please, could you explain the situation from your side?

Hello Jozef,

Hello Audrennab101,

We hope that you are all well.

The player is correct, Limitless Casino does have a Loyalty Reward program where free bonuses are automatically added to a player's account given the player's past day activity.

Should any player express the desire to be excluded from this program, the Management will oblige and proceed with removing the player from said program. What we can see is that the player hasn't expressed such desire so far. Of course, if the player does so, we will honor the request.

What we must also emphasize, just as you mentioned before, free bonuses in no way affect the player's deposit winnings in a negative way. On the contrary, they actually improve the player's chances of winning.

Should any additional information be needed, please do not hesitate to contact us.

Kind Regards,

Limitless Casino Management

Dear Limitless Casino team,

based on the player's evidence, he did request it to be canceled. Could you tell us what has happened?

Yes limitless, I've several times. & no the reward is not to my benefit. I'd like the $600 I won.

Hello Jozef,

Hello Audrennab,

We hope that you are well.

The chat screenshot that you have sent shows that Audrennab requested her bonus to be removed, a specific one, not free bonuses entirely. Upon player's request, this bonus has been removed and you may see the player's event log from August 14th in the screenshot below.

Once again, the player is not being clear in what the issue appears to be as now, apparently, free bonuses that the Casino provided somehow affected the player's winnings in value of $600.00. Something we have no record of.

We are very much interested in aiding the player with any issue, however, this thread is becoming pointless as after two months, we are still determining what the exact issue is.

We hope we can find a conclusion to the thread in a timely manner.

Thank you for your understanding.

Kind Regards,

Limitless Casino Management

Jozef, again please intervene again & explain again.

Jozef, it's been obvious this casino will not Cooperate. They are prolonging the conversation to avoid you updating their rating.

Jozef, I doubt they will Cooperate with you because they are not license.

Jozef, on their website they state they are licensed by spinlogic. I attempted to reach out to spinlogic, I'll be more than happy to email you what happened.

Jozef, this has been going on for far too long & they will not Cooperate with you nor I, they will continue to fabricate their story as long as you allow them. Can you get their authority to intervene? That is the only way they will respect anyone.

Jozef, one more thing to assist limitless casino & their many lies, I'd like email you my request to management to stop these rewards. They will not Cooperate; like management says this has been going on for months. Management does not reply to any emails even after they asked me to explain on casino guru platform. This is why they don't have a licensed, how will management handle self exclusion emails if they purposely ignore them.

Jozef, can I email you? What is your email address?

Jozef, one more thing to assist limitless casino & their many lies, I'd like email you my request to management to stop these rewards. They will not Cooperate; like management says this has been going on for months. Management does not reply to any emails even after they asked me to explain on casino guru platform. This is why they don't have a licensed, how will management handle self exclusion emails if they purposely ignore them.

Jozef, can I email you? What is your email address? I sent it to Petronela to forward to you Jozef.

Dear Limitless Casino team,

thank you very much for your cooperation. I fully understand that this case is long and quite uncertain, but I really want to close it, so it is clear what has happened. May I kindly ask you to provide us with full player's account history and the chat transcript player had with your support (the one when the player has asked clearly asked to permanently remove the bonuses)?

I think this casino is just stalling to not lower their ratings.

If the pitboss will reply to my email it may help to close this case, there is no number to call.

& according to lcb.org Spinlogic is virtually nonexistent; so how does limitless have a license?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Jozef, casino guru is enabling limitless in it's deceptive practices. Other players have reached out to my thread on casino guru. They will keep ripping us off

Hello Jozef,

Hope you are well and safe.

Can you please confirm that you have received the required information on your personal e-mail address? The information that you have requested is sensitive and it cannot be fully posted here.

Of course, should we be required to provide any additional information, we will gladly do so.

We hope that the information provided is evidence enough to support the Casino's claims so we may finally close the complaint.

Thank you for your understanding.

Kind Regards,

Limitless Casino Management

"Limitless casino management" if this is how you respond to paying customers, it explains why you have so many negative reviews on casino guru.

Dear all,

I have received the documents from the casino team. I am extending the timer by 7 days, but I will get back to you as soon as I finish with the evaluation.

Casino guru you are not helping the online community by allowing limitless to do whatever they want.

Dear Audrennab101,

my evaluation of the case has reached its end. I would like to quote a description from the casino team that explains the situation quite clearly. 

In the attachment, you may find two screenshots that show the player's event log from 12/23/2022 and from 1/1/2023. Also, we are providing the chat transcript that shows the player's complaint regarding a deposit made on the 23rd of December that was supposedly not credited. In the screenshot, you may see the deposit credited and played. The player was then asking about a different deposit and stating that the payout was blocked because of bonus funds, which again, was not true and in the second screenshot you may see the time and date that the withdrawal request was approved. We have also highlighted the comments made by our payout managers as the player was not replying to the payout confirmation email, one of the mandatory steps required to successfully finalize a payout.

Additionally, we provided a chat transcript of one of our agents actually making a mistake by not crediting a Loyalty reward that the player requested. The mistake was immediately rectified, however, this is just an example of a chat where the player not only accepted but requested a Loyalty reward. Once again, an explicit request not to receive bonuses was not made at any point.

Audrennab101, I am very sorry about the situation, but I am forced to reject your case. I can confirm that I have received full evidence from the casino team that sustains their claims. I understand that this case took quite long, but it is understandable since you have made multiple accusations in one case, however, the casino team managed to refute all the accusations (including proofs). Although I would love to help you more, so you would be satisfied with the outcome, it is not always possible. Usually, I would recommend you contact the licensing authority of the casino, but the authority is absent.

If you have any questions or need assistance, feel free to reach me at my email address mentioned below.  

Kind regards, Jozef

jozef.k@casino.guru