Warning this is going to be a large post but received an email today from True Fortune support letting me know they are basically stealing $7000 in winnings from me as well as a portion of my deposit off of a bonus I fully followed their terms and playthrough requirements on. I have sent 4 emails to them saying why this is unfair and after I realized more of what happened so I provided them additional information on each email why it was unjust. Basically the targeted me by email along with their sister sister sites (Tradition Casino, and 21 Grand Casino) to offer me a 555% no wager requirement bonus a few weeks ago. I'm assuming they targeted me because I had created an account with each casino recently but had not made deposits as I just wanted to check out what bonuses they were currently offering. As well as the fact I had deposited at their other sister site AvanteGarde Casino in the past. I have been using online casinos on and off the past 20 years or so and not to brag but I guess some people would consider me a high roller or Vip. I took advantage of the promotion on all 3 sites fully expecting to gamble for a little while just to test out the site, games, and withdrawal process on each to possibly add one or more of these casinos to the rotation of casinos I like to play at each month. I usually make many deposits per month on various casinos. I deposited $1500 on True Fortune and received $8325 in bonus money. I ended up mostly losing on True Fortune and after a while noticed that it did let me withdraw the $1500 I had deposited so I figured since it did allow for a withdrawal then perhaps the bonus wasn't "sticky" and I could withdrawal. To be honest if they had denied the withdrawal and said that my withdrawal was insufficient after bonus money was removed I wouldn't have been surprised and would have been ok with losing the money as I didn't win and that's ok. To be clear when this withdrawal was made the promotion disappeared from my promotions page and that should be the end of it as it then let me claim other promotions if I wanted to and they were emailing me other promotions. If I get paid the $1500 so be it, if I'm not eligible because they withdraw bonus money then so be that to. Now my balance was $0 excluding the pending withdrawals. This past weekend they sent me an offer to get Cashback for every $1000 wagered I would receive $10 Cashback and this was on top of all other promotions. The Cashback was for all wagers made March 25th - 27th. Since I thought this was a good promo I claimed a DIFFERENT 555% bonus that was offered on my account and had a playthrough of 35x the deposit and bonus. I deoosited $500 using this bonus and began playing. Again my account was $0 before this deposit and promotion as my other withdrawal was pending the entire time and I only wagered with the $3275 from this promotion ($500 deposit + $2775 bonus money). Over the next few days I got lucky and managed to win around $7000. I met the playthrough requirements of 35x and my promotion page said I was now eligible to cash out (it didn't say eligible to cash out before I hit the 35x). My account was at $9977 and I stopped playing and I attempted to withdrawal $1000 as this was the max that can currently be withdrawn on my account per week. This morning which is 2 days after I met all the playthrough requirements and made the withdrawal on my account with this promotion I received an email from VIP support stating congrats on my withdrawal (ironic) and that since I had bonuses of $8325 and $2775 that all of my withdrawals have been canceled and the amount that's left over of $386 is mine to keep but everything else has been removed. So basically what happened is because I won $7000 off the second deposit they then tried cancelling the first withdrawal from the first promotion and instead of saying no there's nothing left here for you to withdrawal as you tried to withdrawal $1500 but after bonus money is removed you would have nothing here so that $1500 is gone but for your other promotion you won meeting every requirement so we are going to remove the $2775 bonus from this promotion that you are not eligible to withdraw as bonus money can't be withdrawn and you are eligible to withdraw $7200 which is what it would be after the bonus was removed. Instead they combined both withdrawals and said that I had $11487 in withdrawals and $11101 in bonus money so I get $386 and that's it. How in the world is that fair. That's exactly like saying ok you have us $1500 and lost that $1500 now you have a balance of $0 and the next time you deposit and if you win a large enough amount we are going to take $8325 off of it because we once gave you that bonus money to play with and now we are removing it from a different promotion you won on. Completely unfair. Not to mention the fact that I went into my promotions history on my account and they completely deleted the history of the first 555% no wager bonus which on 3/16 and are only showing the other 555% (35x playthrough bonus) as being activated on 3/16 and completed on 3/27 which is completely false, it was activated on 3/25 and completed on 3/27. So basically they combined the bonuses together after I won to make it look like it was one bonus when it never was. Again my question is, if I deposit, lose , then deposit again with another promotion, and win , how is it right to deduct bonus money from a previous promotion. That makes no sense. I can provide any proof that is needed. I'd like a fair resolution to this which is that they removed the $1500 from the first promotion I wasn't apparently eligible to withdraw (even though they let me) remove the $2775 of bonus money from the second promotion and honor the $7200 I should be eligible to withdraw from meeting all requirements of the second promotion and removing the funds of the first promotion which had no rules other than apparently bonus money can't be withdrawn. So again I lost on the first promotion, take my $1500, but don't remove that bonus money from the winnings of my second promotion. That makes no sense.
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