Mega Casino - Unfair cancellation of my withdrawal

RESOLVED
Carly Tindall United Kingdom
posted on October 1, 2015.

Hi I sign up to mega casino and they gave me 100 free spins on witch I won nothing, so I deposited £20 and won over 4.000 where I played sum and wanted to withdraw £3,800 I later received an email saying congratulations on you winnings and that sum one would ring to verify my details on witch they did, I provided a photo copy of my bank card and asked the bloke on the fone if everything was in order and how long it would be before I received a payment, he said yes everything was ok n that I would receive a payment in 3 working days, but not long after I got an email saying my withdrawal had been cancelled as I had breached there bonus policy but had returned my £20 deposit that I had first deposited I've taken screen shots of my winnings when I won them and kept all emails what should I do?

AskGamblers
posted on October 6, 2015.

Dear @fb_10­204­506­187­163360,
Any update considering your complaint? Thank you.

Carly Tindall United Kingdom
posted on October 6, 2015.

No not yet sorry

AskGamblers
posted on October 14, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on October 14, 2015.

Hi ,

Please be advised that we cancelled the withdrawal request and returned the original deposit back to the user, as she was in high breach of our Bonus Policy after claiming a 100% Bonus with her first deposit.

It is important to note that the terms of use and bonus policy are always available for all members to view at any time.

The terms in question mention that if your deposit bonus/offer is 100% or more, the maximum bet is 5, or 10% of the deposit bonus/offer amount (the lower of the two amounts apply).

More specifically she was in breach of clause 6.2 of the terms in question, by making a series of bets that were much higher than 10% whilst having an active bonus.

Our accounting department, which conducts regular game log checks, established this upon verifying her withdrawal request.

As a consequence and fully in line with our terms, her winnings were removed and her deposit returned to her account for her to try again whilst complying with our Bonus Policy.

Best regards,

MegaCasino

AskGamblers
posted on October 17, 2015.

Dear @fb_10­204­506­187­163360,

Are you satisfied with the casino's reply and explanation, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we would consider this case as resolved and officially closed. Thank you.