Osiris Casino - Confiscated 950$ in bonus winning citing terms violation that never happened

RESOLVED
Max Mustermann Germany
posted on September 14, 2016.

I had played through my 300 Euro bonus and when I requested a withdrawal I was informed after a couple of days waiting and lots of mails advertising their second bonus that I had violated the bonus conditions and therefore my winnings were confiscated and I was left with 100$ (my initial deposit) in my account.
They state specifically (in German) :

"Im Verlauf unseres regulären Überpr­üfu­ngs­ver­fahrens bei Auszahlungsanträgen haben wir festgestellt, dass die Bedingungen des Bonuses, den Sie erhalten haben, nicht eingehalten wurden.

Die Bonus-Bedingungen untersagen das Platzieren von Einzeleinsätzen, die 30 % oder mehr über dem Wert des Bonus liegen, der dem Spielerkonto gutgeschrieben wurde, bevor die Anforderungen an den Spieleinsatz für diesen Bonus erfüllt wurden."

So the first paragraph is a statement that i violated the bonus conditions. In the second paragraph they state:
Bonus-conditions prohibit placing single bets, that lie 30% or more above the value of the bonus that has been credited to the account before the requirements for this bonus have been met.
As the bonus granted was 300$, I would have had to place bets amounting to 130% of the bonus value, 390$, to violate this term.
The maximum amount I have bet while playing has been 25$ per round far less than the allowed minimum
So I asked on what specific ocasion I had violated the terms and the live support looks at it and says that he can't find it and maybe a mistake had been made. I return to the chat a day later (today) and I am told that my bonus was confiscated for "irregular play" without any elaboration.

posted on September 18, 2016.

Dear Max,

We will review the complaint and will provide an answer very soon.

Max Mustermann Germany
posted on September 18, 2016.

alright, looking forward to seeing it

posted on September 19, 2016.

After reviewing the case, we have concluded that a technical issue with our automated system which recognized your comp points and a bonus caused this error to occur.

The issue has now been resolved and we have re-instated your winnings.

Should you have any queries or issues you wish to discuss, please feel free to contact Customer Service.

Max Mustermann Germany
posted on September 19, 2016.

That sounds good, although I like to keep the case open until I have actually received my money.

posted on September 22, 2016.

Dear Max,

Please make sure to send all of the required document so we can complete your withdraw.

Max Mustermann Germany
posted on September 22, 2016.

All necessary documents had and have been supplied.

posted on September 26, 2016.

I am pleased to inform you that your withdrawal has been approved and will be on its way shortly. Please confirm when this happens. Thanks for your understanding! We wish you all the best of success in your future.

Max Mustermann Germany
posted on September 28, 2016.

alright, I will confirm the withdrawal when I see it.

AskGamblers
posted on October 1, 2016.

Dear @MrrXXCasino,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Thank you for your cooperation.

Max Mustermann Germany
posted on October 3, 2016.

I have received the money, the complaint can be viewed as resolved. Thanks askgamblers for the support.

AskGamblers
posted on October 3, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.