Some months ago I signed up at betcave casino and I made several deposits and withdrawals and everything was fine. The other day I converted my comps into 109€ and I requested a withdrawal of these funds without playing with them. However, the withdrawal was not processed for a long time. So I emailed them asking why the withdrawal is not processed. They replied that it would be processed soon. So I waited some days but I did not receive my funds. Then I logged into my betcave account and I saw that the pending withdrawal had been cancelled and the 109€ were back in my account. I asked the live support rep why it had been cancelled and the rep said:
„I am sorry to inform you that your withdrawal has been denied due to having irregular play on your account.
The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings for irregular play. 'Irregular play' includes but is not limited to the following types of play: Placing single bets equal to or in excess of 30% or more of the value of the bonus credited to the account prior to the play-through requirement for that bonus having been met. „
I told him that does not make sense because I had not deposited and not claimed a bonus but I had converted comps and I had not played with these funds. He replied he would send a message to the accounting department and they would contact me and that I could withdraw my balance of 25€. I asked him why he talked about 25€ but not about 109€ and he said my winnings were confiscated and I could withdraw only my last deposit of 25€. I explained to him that he was confusing something because I had converted comps into 109€ and I had not deposited. The rep replied they would look into it and get back to me soon.
Then they locked my account and when I asked them to reopen it and to send 109€ to me they replied:
„Im afraid that managements decision stands because the comps you
received were accumulated from funds that were removed.
Your 25 has manually been withdrawn and your account will remain
the statement that my comps were accumulated from funds that were removed is absurd because they had never removed any funds before.
So they confiscated 84€ without having any justification for doing so and since then they ignore me and keep my account locked. They sent only 25€ to me even though that does not make any sense at all. So they should send 84€ to me now instead of keeping them and ignoring me.
I can prove that I am telling the truth because I have made screenshots and I have got all of the emails and a transcript of the live chat.