Unfair confiscation of legitimate winnings due to misleading and contradicting bonus terms and false information given by live chat

I want to say in advance: I've been playing at Rabbit Entertainment Ltd. casinos for years and never had any problems. ElCarado is the first exception and I hope for a solution.

I registered on April 27th, 2020 on ElCarado-Casino and made my first deposit of EUR 48.00. I used the bonus code "WELCOME-DE".

I was informed via live chat that I need a bonus code to get the 100% bonus on my first deposit in the casino.

Here is an excerpt from the LiveChat transcript (translated from german):

-Edith < surname removed > :

Hello. How may I help you?

-Dumitru < surname removed >:

hey i have to enter a bonus code when making the first deposit

to get the 100%?

-Edith < surname removed >:

Yes

The following legally binding declaration is listed in the bonus conditions of ElCarado casino:

-

http:/­/ww­w.e­lca­rad­o.c­om/­de/­bonus

MAXIMUM WITHDRAWAL FOR DEPOSIT BONUS (USING A DEPOSIT BONUS CODE)

There is no maximum withdrawal for using deposit bonus codes. After fullfilling the wagering requirements you can convert your bonus into real money and withdraw it.

-

Since I was informed by Live Support before my first deposit that I needed a bonus code "WELCOME-DE", I verifiably proceeded from the above statement that there was no maximum withdrawal.

On April 28th, 2020 I fulfilled the bonus wagering requirements and converted 2426.11 euros into "real money" in my account. After the conversion to "real money" I contacted ElCarado Live Support again to inquire if I can now use the converted "real money" to place any bet amount and play live casino with my 2426 Euro "real cash".

The live support assured me that after the conversion of the bonus money into "real money" every bet and also live casino can be played.The Live-support even asked me if I didn't want to pay out all the money. For this reason I have used / risked my "real money" (2426.11 euros) several times until April 30th, 2020. I risked my money and could have easily lost!!!

Here is an excerpt from the LiveChat transcript (translated from german):

Chat started: Tue, 28 Apr 2020, 12:35 am

Pre-chat survey

Surname:

Dumitru < surname removed >

What can we help you with:

Based on a bonus

-Edith < surname removed >

Hi. How can I help?

-Dumitru < surname removed >

another question

So can you look into my account and tell me if I have finished the bonus?

-Edith < surname removed >

yes you have it

To access the account overview, please use this link:

https:­//w­ww.e­lc­ara­do.c­om­/de­/ka­sse­?ta­b=o­verview

-Dumitru < surname removed >

So can I now play anything I want with the money?

live casino

and on every bet?

-Edith < surname removed >

Yes. don't you want to pay this out :)?

Dumitru < surname removed >

my account is not yet virified

I'm waiting for the verification

-Edith < surname removed >

OK

-Dumitru < surname removed >

I have an account with lapalingo

it's not a problem right?

one account per casino

and i can get a welcome bonus at every casino in your group?

-Edith < surname removed >

Yes

its no problem

12:40:53 am

-Dumitru < surname removed >

thank you

12:42:52 am

Edith < surname removed > closed the chat.

On 04/30/2020 I applied for a payout of 4000.00 euros (200 euros remained on my casino account). The payment was canceled and 3950 euros were !confiscated! from my account. As a result, I had 250 euros left in my casino account. The live chat relies on the bonus condition of the "welcome bonus":

This bonus carries a wagering requirement of 50xB (B= bonus amount) and NOT 50xD+B (D+B = deposit and bonus amount) and a Bonus Winnings Cap of €250 meaning the maximum withdrawal of winnings is €250.

I ask ElCarado to refund the canceled "real money" credit of 3950.00 euros to my player account:

1. I used a bonus code when making my first deposit on April 27th and the necessity of a bonus code was confirmed by the live chat when making the first deposit. So I demonstrably did not assume a maximum withdrawal limit when betting in your casino because According to your statement above, deposits with a bonus code have no maximum withdrawal limit.

2. After my deposit i checked my account and for transactions the bonus was booked as a "deposit bonus-WelcomeDE" and not as a "welcome bonus", so i don't assume a maximum payout when betting in your casino

3. After the conversion of the bonus money to "real money", I was assured by the live support on April 28th, that my money could be used / risked!!! further (even on live Casino) to generate more wininngs to withdraw. Therefore i risked my money and could have easily lost!

I ask for the fastest possible solution. Otherwise, I am forced to hire a lawyer and submit my complaint to the relevant gaming authority, the Malta Gaming Authority.

I hope Askgambler will help me, because I always trust the site when choosing my casino and have only tried new casinos through Askgambler for years.