Failed to pay welcome bonus

I want to make a complaint regarding Mr. Mega account for unlawfully confiscating my withdrawal which I had withdrawn on January 22nd 2023 of £600. I had Withdrawn this from my account and shortly asked for my account to be closed because I do not want to gamble anymore my request was accepted and I was assured that my withdrawal will still be processed. I have requested documents which I provided I was asked to provide information that did not exist I had to come online to the chat service every day to ask if my documents are the right ones that they requested every time I was told you'll get an email if we are missing anything but I used to never get an email I had to go on the chat to find out how long it will take for my documents to be approved, it took three weeks and finally they had requested the correct documents which I provided then which I was told my documents have been approved. At that time if there was anything suspicious they should have closed my account but I was still able to deposit and bet as normal and lose my bets. Even when my documents were approved so there were no issues. I had never taken any bonuses or free bets from the betting site so I cannot violate any terms and conditions nor have I made huge profits, in reality, I have lost a lot of money on the site which I do not complain about. My withdrawal was taking a long time so I was every day on chat asking for information about my withdrawal every time I was told it is sent for processing your withdrawal will be processed soon, I was told in one instance that Friday I will get my withdrawal and that If I don't please contact us back. Friday the 17th of February I was sent an email stating the business relationship has ended we have confiscated your funds and we will not discuss it anymore, I spent the whole day seeking help, and every time I was told the same thing which is lawfully wrong because you have had no issues with my deposits no issues with my documents then why wrongly confiscate my funds knowing I have not made a penny of profit of the betting site. I had requested my account to be closed on 12 February and I was assured my withdrawal will lawfully be returned to the payment method that I had deposited from I have only used one deposit method on the account, therefore, there is no unusual activity. I simply request the company to not violate my customer rights and rightfully return my funds to me given I haven't committed an offense I have stayed within the terms and conditions and respected the website I was gambling on. I had deposited £499, £50, £150, and £150 in which I have lost money. I have also gambled with sister sites such as Bettarget and Mr. Play but I have never experienced something like this I have completely satisfied that I have no wrongdoing and I have always respected the betting sites I use and always never take any bonuses or free bets I just bet with the money in my account that I have deposited and withdraw to the same payment method I have used.

I request that my withdrawal of £600 is processed and lawfully returned to me and understand that I had closed the account and requested this a long time ago and within a business, I was assured by the advisors that my withdrawal will be processed. I have provided evidence underneath this is just the bit that I have provided which clearly shows everything was okay with my account with my documents I was assured that my withdrawal will be processed showing there was no issues and showing that my withdrawal is lawfully being kept without my consent also showing that I had requested my account to be closed with immediate affect and my withdrawal to be processed.

My account was closed and I had confirmation from customer support that by deposits would be returned as I had an account balance greater than my deposit value.

2 weeks have passed since Mr Mega closed my account but I have not received any email communication or received my deposits back. I have requested to raise a complaint but keep being told by live chat that someone will contact me by email but this never happens. I’ve also been told they can’t provide a complaint reference.

I've still not received my $200 withdrawal since 25/08/2016. I received a cheque on 21/09/2016, deposited it on the 22nd of Sept 2016 and it bounced on 22/09/2016. I've contacted the casino support team and no one seems to do anything about it.