Casino Cruise has stolen my winnings

UNRESOLVED
posted on December 8, 2015.

I signed up at Casino Cruise and managed to win a huge £10,473 from a £5 bet on one of their slots. Was obviously thrilled and went about withdrawing. I was asked to send my documents which I did and they were accepted. I cashed out £2300 which they paid me soon after. The trouble began when I tried to cash out a second time. I received the following email:
Dear Rebecca,

We hope this email finds you well.

The Risk & security department have reviewed your playing pattern, together with identical playing patterns of additional players.

Such a review has led us to an undeniable conclusion that you have acted in bad faith and attempted to abuse our system.

We cannot accept such activities, and therefore, in accordance with our bonus terms and conditions, have decide to confiscate the winnings generated from the abuse of such bonus.

We will continue to use our best efforts to provide our players with the best pastime experience, and will prevent any person trying to take advantage of such efforts.

Sincerely,
Tanja

I have no idea what they're talking about but I can assure you that I never strayed from their bonus terms and conditions while playing. My betsize never went above the £5 maximum in the terms and the games I played were not disallowed. The reasoning they have used for voiding my payment is vague and broad enough to be an excuse for avoiding paying anyone who was won more money than they're comfortable paying. And even if it is true that I won playing the same game as someone else that is completely out of my control. The casino can't justify stealing (not using that word lightly) my winnings just because some other person also won playing a similar style to me. They have then accused me of abusing their bonuses: More vague nonsense since I never deviated from their terms. What constitutes abuse? Winning!? I'd like to reiterate that despite claims of similarity between my game play and that of others, I have not breached any of their actual bonus terms.

I am currently abroad on holiday but will do my best to follow this and reply to any of your questions promptly. Any help in resolving this would be greatly appreciated. Thanks in advance for your time.

Rebecca

posted on December 11, 2015.

Hello AskForAsprey, we are looking into this and will get back to you ASAP.

Kind Regards,
Casino Cruise

posted on December 11, 2015.

Hello AskForAsprey, we kindly ask you to put everything in writing and send an email to Casino Cruise support to be reviewed by our legal team. Thank you!

Kind Regards,
Casino Cruise

posted on December 14, 2015.

I have now sent everything in writing to Casino Cruise. Thank you.

posted on December 15, 2015.

We have received your email. Thank you!

Kind Regards,
Casino Cruise

posted on December 18, 2015.

Hi,

I'm still waiting to hear back from Casino Cruise. I put everything in writing to them as instructed.

Thanks

AskGamblers
posted on December 22, 2015.

We are still in communication with casino management regarding this case.

posted on January 2, 2016.

Hi,

Quite some time has passed since I sent the email to Casino Cruise. Is there any update?

Thanks

posted on January 6, 2016.

Hello Everyone,

After reviewing the case over and over again, we have decided that this case should be closed as unresolved.
The case was reviewed by our legal team in conjunction with the EveryMatrix legal team and the players activity was related to abusive and fraudulent activity.

Kind Regards,
Casino Cruise

AskGamblers
posted on January 9, 2016.

Since the player and the casino did not reach mutual agreement and we did not receive any evidence from the casino that could back up their statement, we have decided to close this case as unresolved.