I won at Castle Casino and them they removed my winnings, saying that I did not withdraw in a timely manner and they sent me the following email :
I hope you are well.
Unfortunately due to the winnings you’ve accrued from a bonus provided at Castle Casino not being withdrawn the full balance will now be reverted back to the original deposit. You can view information on this in our terms and conditions which I’ve listed below for convenience:
11.8. Unless otherwise stated, all bonus money needs to be either used or the complete balance withdrawn within 21 days after being credited to the customer’s account. If these credits are not used, the full balance, including any winnings accrued, may be removed from the players account. No claim shall lie against the CastleCasino.com in the event the balance is forfeited in these circumstances.
If you have any questions please do not hesitate to get in contact.
Thanks and best regards,
I notified the casino that the system would not let me withdraw until they received my documents. And they sent the following email:
Apologies for my slow response in this case.
I see your point here and in this case agree that the KYC delay was the reason for overstepping this timeframe which is fairly new, we need to refine our terms to ensure cases like this are taken into consideration. Given this circumstance, your account will be reinstated with its previous balance shortly and you should be able to withdraw without issues.
Enjoy the winnings and I hope to see you back at Castle Casino soon, we owe you a bonus on the house for the misunderstanding!
After a few days my money was not returned to my account, I sent an email "Hi Robert
When can I expect my winnings placed back into my account? You said I would not have any issues with my withdrawal and yet the money has not been put back."
A few days later Robert Dunn emailed me with another excuse not to pay me. This was his email:
Thanks for your patience with my response.
The reason for the delay was that I noted your account was under investigation from our software team in a completely different scenario, therefore I had to delay this until it was concluded.
The investigation, which was to identify a group of players who have a set strategy to take advantage of special bonuses in order to cash out large amounts, has identified your account as that of a bonus abuser and therefore under term 11.1 all winnings will be voided and your deposit returned. You can see this term below:
11.1. All our promotions are designed for genuine players who may be interested in continuing membership and play at the casino and are happy to wager with and risk their own money. Promotions may be deemed void at any time to individuals or groups who are suspected to abuse or have a record of promotional abuse or fraud (charge backs) at CastleCasino.com or any of our affiliate merchants. Any winnings accrued by such individual or groups will be deemed void and withheld.
As you’ve previously mentioned complaining to the websites we partner with to provide these bonuses I’ve provided them with an outline of the game strategy used across yours and several similar accounts in advance. I’m happy to provide you directly with further information on our case if you’d like this.
They closed my account. This is a mistake and completely unfair!