Osiris Casino - €1000 confiscated due to wrongfully applying their own terms

RESOLVED
wiekos Netherlands
posted on July 16, 2016.

My complaint consists of three parts.
1) they didn't respect my choice of closing account immediately, but stalled it, so lost more. Asked it on chat which is possible according to their terms but she said had to mail, so I did, but then stalled it
2) suddenly I started winning more than €1000. I tried to withdraw but the chatperson told me I had to wager first. (She didn't tell me I already violated their rule with bonusmoney on which they later based the reason not paying me) So obviously I had been given a bonus. So checked my email and they had been given me a 15% deposit bonus casino gave me a deposit method bonus of 15% which is €7,50 automaticly of which I wasn't aware cause in their rules was no explainable bonus for me. So kept on and thought only had to wager. Finally I could withdraw and I did. But 2 days later it was conficated due to illegal play! So tried to find out what they mean by the 30% bonus of deposit method, which the manager told me as te reason not to pay.
But the rule doesn't apply to my deposit method! I played with ideal, and they still gave me deposit bonus. Secondly the deposit bonus method should be given only once according to their terms, but I have got it more than once but you don't notice when you deposit the small amount of bonus.
I know you agree with the terms and conditions when you sign up, but they just give the bonus even when it's not appropriate to you according to their own terms. So how can you know? In my opion they always give it to you, so they never have to pay. They know they have a lot of trouble with customers with their rules, cause the chatperson told me another reason immediately, namely I had bet more than 30% of my deposit, but suddenly the manager took the conversation over and told me a different reason, namely I had been given a deposit method bonus of €7,5 and bet more than 30% of the bonus in a bet.
3) rule nr 8, if the bonus balance has touched zero balance his bonus balance and wagering balance will be reset. So in my case starting when i did my first withdrawal of €300 the balance was zero on juli 9th. A day later lost it all. Then I have had 15 bonus, without depositing, then €5,25 of depositing €35 and then €7,5 for depositing €50. Total sum of bonus €27,75! The balance was never zero during that time and they made me wager €85 plus 27,75 x 25= €2818,75, which I did! But now it comes: the 30% of the total bonus is max bet of €8,3 and I have never overcrossed that!!!! If you read their rules the bonus is the total of bonusses and deposits when you have not had zero balance! They count the wagering as a total sum so it is also reverse!

They should pay me at least the money back which i deposited after asking immediate closure on 9th of july, but actually I am entitled to the fair won money of €1000, cause they violate their own rules.

Please help me here!

posted on July 20, 2016.

Dear wiekos,

Your issue is being investigated and we will contact you shortly.

wiekos Netherlands
posted on July 21, 2016.

It seems like we have reached an agreement, I'll wait. Greetz!

AskGamblers
posted on July 25, 2016.

Dear @wiekos,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.