I started playing at this casino the other day and claimed their first deposit bonus right away. I made bets of SEK50 until I lost my whole balance which removed the active bonus from my account. Then I made a second deposit and received another bonus.
I started with SEK 5000 and started betting SEK 70. I continued playing and ended up having SEK 31800 that I managed to wager before I made a withdrawal. Everything was great, they congratulated me, asked for my documents, thanked me for sending them and told me to standby for further contact with the Finance Department.
Then I got the email from the Finance Department saying I had breached their terms by betting over 10% of my total balance and they had confiscated all my winnings! But that is not true! I logged into my account and reviewed all my bets during playing with the second deposit bonus (the one leading up to my winnings and withdrawal). And I found no faults done by me. My balance was NEVER even under SEK 2500 and therefor I wasn’t even close to breaching the 10% rule since the highest bet I made was SEK70.
So I contacted support and told them so and that I hade proof for that. Then they actually admitted that it was true that I hadn't breached any terms when playing my 2nd bonus! I thought: Great, now it will all be solved. But then they claimed that I had bet more than 10% while playing with my first bonus. But that bonus was already lost, I didn’t win anything from that one, the balance went to zero, and I was allowed to take a new bonus and try again. I understand that if I would have won while playing with my first bonus they would have the right to confiscate the winnings but I didn’t. And they do not have the right to confiscate winnings from a bonus where I did nothing wrong! Especially since they even admitted that I had done nothing wrong during that play! This casino just don’t want to pay my winnings and is trying everything!
AskGamblers could you please help?
I have made copies of my whole gameplay during the second bonus which proves that I played by the rules every single bet. It is too big to upload but I would be more than happy to sent it to you if you would like to review it?