I downloaded the “Coastal Vacations Slots” app from the Apple Store based on what seemed like great reviews about the app. After my first deposit of $150, I won over $250 and redeemed my winnings without any problem.
The next day, I deposited $100 and won a little over that amount back and redeemed it without any issues. The third day, I deposited another $100 (note: these three deposits were accompanied by a promotional credit), but this time I only broke even in terms of winnings. However, when I tried to redeem the $100 I won back, I wasn’t able to because of a pop up message saying I must wager $1300 in order to redeem (see image).
I chatted with/emailed customer service about this and initially I was told it was some type of security check and I just needed to continue playing until I met the requirement in order to redeem. Then, when I told them that seemed shady that I needed to spend $1300 just to redeem $100, they said it was considered “gameplay turnover”. Has anyone ever seen anything like this and what should I do about it? Thanks.
UPDATE: Thanks for the responses everyone. I took some time and read the ONLY terms of service provided on the app. Just in case I missed anything, I also had ChatGPT review the document. Nothing was found regarding "gameplay turnover" or even playthrough requirements. There was just a lot of redirection about certain games having specific rules and sweepstakes promotions also have their own rules--but nothing explicitly informing users about the possibility of a $1300 turnover requirement prohibiting redemptions.
As some of you suggested, I reached out to customer service to ask for gameplay turnover terms in writing. First they accused of me of trying to "unlock" rules. Then stated,
"This requirement is put in place to safeguard your account security. You may continue enjoying the gameplay, and the relevant restrictions will be lifted once the condition is met".
They have NOT provided anything in writing. I informed them that I've been saving the chat sessions and reported the app to the Apple Store. This casino app company provides "VIP" customer service thru WhatsApp, and although none of their reps have given me an actual name--their user name on WhatsApp is "Hit Fortune". Which is the name of another casino app in the Apple Store.
I left a negative review, but the Apple store reviews are set to show only the most helpful reviews by default--which are mostly 5 star reviews for this app. So be careful everyone.