I joined up with Casilando at 11am on 16th October, and utilised the Welcome Bonus.
At 11:57 am , i made a Withdrawal of 1100 euro . To this point in time, none of my Bets had been over 1 euro in Value.
As confirmed by their support team, triggering this withdrawal at 11:57am cause the Welcome bonus to be forefeited, and it was no long on my account. (attached Image). I have also attached excel format of my Gambling history right up to my Withdrawal at 11:57 from the beginning of my activity on the site (apologies for the breaking down into sheets as i could only export 20 records at a time, so the sheet numbers are in increasing chronological order, with the winnings and withdrawal on the final two sheet).
I continued to gamble for the rest of the day, and at roughly 8.11 pm and 8.12pm that night, i bet 10 euro on a game. These were the only event that the stake went over 5 euro, but the welcome bonus was forfeited over 9 hours previously and was no longer active.
This bet, made when no active bonuses were on my account, is being used as reason for confiscate my winnings , citing Clause 7 (vi) of the promotional Terms and Conditions (Attached image of Email received). With this evidence at hand, its clear i was not in breach of the T&Cs, and would kindly request my winnings, 1100 , to be returned to the account, and my withdrawal be completed.
I have a livechat script from a following conversation with Support, citing that a withdrawal forfeits the bonus, and no wagering restriction apply.
Id very much appreciate you to action this, as it is a considerable amount of money for me,