WinPalace casino refuses withdrawal

UNRESOLVED
posted on August 29, 2012.

I feel I have been given extremely ambiguous information here.

I played a no-deposit welcome bonus, and subject to all the playthrough t&c's, managed to find myself with a reasonable amount in my 'withdrawable' pot.

I further complied with t&c's by providing a faxback form.

I also made a deposit as they requested.

Now when I come to withdraw, I am told it's not all withdrawable, and indeed they have removed $315 from my account.

Please can you tell me if this is correct or common practice.

I have had numerous 'live chats' with Rupert, Hanny and now Kyle. (transcripts available), who have all been very difficult to deal with.

Please could you assist