Here's my situation:
I signed up with this casino and received a free chip by email. After completing the wagering requirements I had some 700 euro listed as withdrawable in my account. I verified my account and requested a withdrawal, which was promptly declined. I checked through their terms, which stated that I would be able to withdraw max 100 from a free chip, and I had to make a deposit in order to do so.
So I did that (didn't opt for any deposit bonus), and lo and behold, I managed to win another 198 euro using my deposit of 13.92. Happy with my winnings, I decided to make another withdrawal.
This is where my problems begin. Not only was my request for the 100 from the free bonus denied, with accounting claiming that no winnings from a free bonus are cashable, even though their own T&C say otherwise, but my winnings originating from my DEPOSIT were also denied.
The person I've been speaking to (Lucy) claims that all my winnings come from a free bonus and therefore none of those funds are withdrawable. Her claim is that I used up my deposit funds and that my additional winnings of 198 come from using the bonus balance (700) already in my account.
This statement simply isn't true, because I combed through my transaction report showing my betting history, and it clearly shows that my 198 came from my deposit. I hit some nice bonus rounds on slots shortly after my deposit, which is why their statement immediately raised some red flags. According to their own gaming report, at no point did my deposit funds drop below zero, meaning no free bonus winnings were used for those additional 198, only my deposit.
Even if I were to accept their claim of no winnings from a free bonus being cashable, even though their T&C state otherwise, I should still be able to withdraw those 198 euro from my deposit. I provided them with the screenshots of my gaming history validating my claim (which they also have access to through my account), but they still refuse to pay, repeating their false claim that all my winnings come from using a free bonus and none are therefore withdrawable.
I'm sad to have to turn to a third party in order to resolve this issue, but I see I'm not the only one having problems with this particular casino. Should they continue to refuse to pay out my winnings, even when their own terms and documents contradict them, this casino should be considered rogue and blacklisted immediately.