Majestic Slots Casino - Not paying legitimate €10,000 winnings

UNRESOLVED
posted on September 2, 2016.

I have registered at Majestic slots over a month ago.
I took their welcome bonus offer which they grant upon registration; only part 1.
I had a livechat with them about the Terms, just to feel them out as well as to ask a bit to see if they bury Terms around (typically that can be things like restricted slots, countries, betsizes etc., which at times aren't laid out as clearly as one would expect), and they seemed like a professional organization at first. That has, unfortunately, changed abruptly later on.

I happened to win over 15 000 euros at one point, and end up with a bit under 10 000 euros when I completed all requirements (and then some).
I completed all their verification procedures, a phone chat (they again seemed curteous and professional), ID scans, and so on. I requested a withdrawal.

So now one should be exhilarated, right? You gamble, you lose, you gamble, you lose, then you gamble and happen to win!
Just one thing has remained, though. And that's where they stopped being professional and curteous.


Here is the only e-mail they sent me upon me requesting a withdrawal, and my reply to them. They sum up the entire issue.

"You have been identified playing with a system that was meant to leverage the bonuses given by the Casino, ensuring the winnings on the long run from the Casino. This system is against our terms and conditions and purely taking advantage of the bonus generosity of the Casino. Casino bonuses were meant to enhance the enjoyment of our players and indeed increase their chances of winning, which is why, in cases where players winning in normal play style, Majestic Slots Casino is one of the fasted paying Casinos when it comes to withdrawals of winnings.
This system and gaming pattern was built to abuse the Casino bonus system and we will do our best to ensure our Casino is not being attacked by this level of abuse.
We decided to block your account and refund the deposits made on the Casino. Majestic Slots Casino registered in Curacao and oblige to the license agreement of the Curacao government.
Please refrain from opening any other accounts with Casino Majestic Slots, or any deposits made or winnings will not be refunded."

Here is my reply to them.
...
"Thank you for your message.

Please note that I have not broken any Terms and conditions stipulated by you in any way.

The murky "playstyle" and "system" qualifications must have some kind of concrete Terms and facts attached to them, otherwise you could tell that story to anyone. However, as anyone will see from my playhistory, no "system" whatsoever was used unles you consider hitting "spin" button repeatedly a system.
And no abuse whatsoever has appeared unless you consider simply getting lucky as "abuse".

It is surprising - and a bit disappointing - to have to now go through some kind of ordeals after getting lucky.
I broke no Terms, and I expect to get paid, as is the industry norm in any legitimate online casino."


Now, I have no idea what they mean by playing a "normal playstyle" (the only "style" they'd supposedly tolerate) if my playstyle was not "normal", and what's the point in "bonuses that increase your chance to win!" if they just - don't pay you in the end. And what is this long run when I had just registered.
Overall, no idea whatsoever. I just played slots and kept spinning. That's it.
And, to reiterate, I am 100% certain I did not break any Terms stipulated by them; as you can see from our correspondence there is nothing to pin on me in that regard, otherwise it would've been mentioned.


I hope they will, with a nudge from mediation sites, make amends and treat me fairly.
If not, at least the story will be heard.

AskGamblers
posted on September 6, 2016.

Dear @Eagle,

Please let us know if there's some update on your issue.

posted on September 6, 2016.

No updates. Nothing new. I assume they got notified of this complaint/topic.

posted on September 7, 2016.

Dear Customer,

If you are willing to send us a written approval, we will share your gaming pattern with the forum management, so we can prove the legitimacy of the actions taken on your account. If you agree to this, please contact us so we will send you a confidentiality waiver to sign. Once we receive the signed waiver we will be able to proceed.

Best regards,
Majestic Slots Support

posted on September 7, 2016.

Dear support,
I am happy with my history being shared.
I would also like a copy of that mail when it's sent/shared.

posted on September 8, 2016.

Dear customer,

We sent you the confidentiality waiver form by email. Please sign it and send it back to us.

Best regards,
Majestic Slots Support

posted on September 9, 2016.

I have received, printed, signed, photoed and then sent the waiver back.

posted on September 12, 2016.

I have not received any (non-automated) correspondence after sending the waiver.
I would like to get the carbon-copy of the email that includes my playing history.

I would like that just so that I can check whether what they've sent is indeed my playing history.

posted on September 14, 2016.

Dear customer,

Thank you for sending your signed confidentiality waiver, we received it.
We are now gathering all the relevant information and we will send it and our analysis to Askgamblers within the next seven business days.

Best regards,
Majestic Slots Support

posted on September 16, 2016.

Your statement said as quoted above -
"You have been identified playing with a system that was meant to leverage the bonuses given by the Casino, ensuring the winnings on the long run from the Casino. This system is against our terms and conditions and purely taking advantage of the bonus generosity of the Casino. Casino bonuses were meant to enhance the enjoyment of our players and indeed increase their chances of winning, which is why, in cases where players winning in normal play style, Majestic Slots Casino is one of the fasted paying Casinos when it comes to withdrawals of winnings.
This system and gaming pattern was built to abuse the Casino bonus system and we will do our best to ensure our Casino is not being attacked by this level of abuse.
We decided to block your account and refund the deposits made on the Casino. Majestic Slots Casino registered in Curacao and oblige to the license agreement of the Curacao government.
Please refrain from opening any other accounts with Casino Majestic Slots, or any deposits made or winnings will not be refunded."


Since I very well know how I played and what my playstyle was, as well as that I most certainly did not break any Terms & Conditions, I very much would like to receive this gameplay information you are mentioning above as well.

Just to avoid any possible confusion.

AskGamblers
posted on September 24, 2016.

We are still waiting for evidence to be presented by Majestic Slots Casino management. 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 Unresolved and it will be closed accordingly.

posted on September 24, 2016.

Just to remind both parties, Majestic as well as AskGamblers -

"Since I very well know how I played and what my playstyle was, as well as that I most certainly did not break any Terms & Conditions, I very much would like to receive this gameplay information you are mentioning above as well.

Just to avoid any possible confusion."

posted on September 24, 2016.

From what I can see, 7 business days have now passed, too.
Picking up gameplay info is doable in about 3 minutes.