Hello darksun64,
I hope this message finds you well.
I have looked into your case and according to your account, the withdrawal has been declined due to the fact that the winnings were issued from a free chip received before making the first deposit.
While the Sign Up bonus is cashable for $100, you have received 3 more free chips consisting of 25 free spins, and won from the third one. Your first deposit has been made only after the winnings from that third set of free spins have been issued, which unfortunately makes those funds non withdrawable.
Please refer to the following rules from the Bonus Rules page:
- 1.1.2. Any winnings from the Sign-up free spins have a maximum withdrawable amount set to $100.
- 1.1.7. Only the first free spins/free bonus applied on the player's account are part of the Sign-up offer. Any subsequent free spins or free bonuses received before making the first deposit are not considered withdrawable and winnings will be voided.
I noticed that you managed to claim 2 more free chips since then, but we have added one more to your account in case you want to give the games another try. Please keep in mind that, since you already made a deposit on the account, any winnings from free bonuses/spins are now cashable ($100, the amount can vary according to your VIP Level).
I hope you will give the games another try and I am at your full disposal for anything you need or any questions that you have regarding your account.
Sincerely,
Emily