1. I deposited 50 on July 26, 2011 and received a bonus of 50.
2. With a balance of 100, I finish playing with a balance of around 1000.
3. Didn't withdraw
4. Logged in on September 12, 2011 and found an extra 100 in my account.
5. Started with 1100 and reached an amount of 1214.67
6. Made a withdrawal
7. Received an email saying "The Casino reserves the right to limit cashins/withdrawals from any free chip/bonus/free games/free spins added to a players account to $/€/£100 or, in the case of other currencies, the equivalent of $100. This limit will apply should a bonus be granted with no deposit being made unless specifically stated otherwise in the promotional offer."
8. Went on live chat and talked with a live chat agent named "Leroy". Explained to him/her about the situation, and telling him/her the 1000 wasn't won on the 100 "free" money that they gave me.
Basically, I deposited 50 for 50, won 1000 2 months ago. Then they added 100 to my account. And will only limit my withdrawal to 100.
Below is a transcript of the chat with the operator, I try explaining to him/her that they made a mistake, but they don't seems to understand.
Leroy: My name is Leroy
Leroy: How may I assist you today?
me : hi
me : received an email
me : Following a review of your account, we have identified that you are in breach of the casino’s standard Terms. Please refer specifically to the following clause: The Casino reserves the right to limit cashins/withdrawals from any free chip/bonus/free games/free spins added to a players account to $/€/£100 or, in the case of other currencies, the equivalent of $100. This limit will apply should a bonus be granted with no deposit being made unless specifically stated otherwise in the promotional offer. Please be advised that only $100 of your withdrawal will be issued and the rest of the funds has been confiscated.
me: is wrong
me: i deposited 50 in july
me: and won 1000
me: loggin yesterday there is 1100 on my account
me: dunno when that 100 is added
me: but i withdrew 1200
me: why it say i won on a non-deposit bonus?
Leroy: Let me have a look for you
Leroy: You won those funds from a bonus which was credited
Leroy: So that term does apply here
me: I deposited 50 in july
me: got a bonus of 50
me: started with 100
me: reached balance of 1000
me: didn't play until yesterday
me: someone put 100 in my account
me: started with 1100
me: played and won around 100
me: have around 1200
me: in my account
me: now u say i can only withdraw 100?
Leroy: The most recent funds were won from a bonus you received a day before
Leroy: So the deposit made in July does not apply
me: So am I allow to withdraw 1100, or 100?
me: I think there is some confusion
me: Do u know what i mean?
me: Ok, let me make this clear
me: how much is being process to me?
Leroy: You will be receiving a withdrawal of $100
me: Do u understand what I mean?
me: I deposited 50 and received a bonus of 50 in july
me: I won 900
me: in july
me: my balance was 1000 for 2 months (because i i didn't withdraw it)
me: someone added 100 to my account ( i don't know when)
me: so My balance is 1100.
me: I played and won around 100
me: in September
me: so balance = 1200
Leroy: the decision by our Operations Department is final, and as per our terms and conditions, the amount to be released in such a case will be $100
me: Do u understand what is wrong?
me: I don't want to put this case for complaint because I know it is wrong for sure
Leroy: Your withdrawal of $5,000 was released on the 13th of September
Leroy: And will take 3-7 business days to reach your card
Leroy: Sorry, please ignore that
me: Are you sure that only 100 will be processed? if it is, I will go ahead for the complaint
me: I hope you can confirm with management before i go ahead with the complaint
Leroy: The decision that has been reached is correct and you will be receiving a withdrawal of $100
me: Ok thank you
Leroy: It has been confirmed
me: 100 right?
me: did u tell management about the whole thing?
Leroy: They have already reviewed your account
me: I will sumbit the complaint then
Leroy: You are welcome to do so
me: Ok thank you
Leroy: Not a problem
me: No thank you, Leroy
me: Have a nice day
I really don't want to put in this complaint because I know Betway is a great casino, and that they will always pay out. But they have made a mistake in this situation.