Thank you for raising your concerns.
We have investigated your case and the activity on your account and confirm the following:
• You signed up with Casino.com and received the £20 sign-up bonus
• Your game play, when wagering the funds, exceeded the maximum bet limit amount as per the sign-up bonus T&Cs - which can be found following this link: http://www.casino.com/uk/promotions/20freeplay/
• According to the relevant term : “When you’re playing with a no-deposit bonus in your account, please do not bet more than 10% of the bonus amount in a single bet, spin or round. If you do, your bonus and winnings may be voided”.
• In addition to the above, the Terms and Conditions of the sign-up bonus also state that “Customers are required to register their credit/debit card and make a successful minimum deposit before being able to withdraw any funds. Only deposits and withdrawals made by credit/debit card will qualify.”
• You then made a deposit of £10, registering your Paypal account to allow yourself to withdraw the winnings you believed you had earned.
• The winnings were not paid out due to your breach of the rules – as mentioned above. You were therefore entitled to have your £10 deposit returned, in accordance with our T&Cs.
• We noticed an error in that you were not returned your original £10 deposit – this has now been corrected and the £10 have been refunded.
• In total, you made £30 (3x£10) worth of deposits using Paypal (not £50, as you stated on the AskGamblers Forum).
• The additional £20 were not returned because they were lost in casino sessions.
We consider all of the above to be correct and believe that we have acted fairly and in accordance with our Terms and Conditions at all times. We therefore consider the incident closed.
Should you wish to appeal against our decision, you can refer to our complaints process, as detailed in Section 17 of our website T&Cs .