I signed up and deposited £100 and received a £200 bonus, I played the game 'Retro Reels Extreme Heat' spinning at £4.50 per spin, which is below the £6 limit in the T & Cs.
I withdrew two days ago and got an email today saying.....
Hope you find this e-mail well.
We would kindly like to let you know that our relevant department has noticed that you have breached our Terms & Conditions regarding the bonuses and due to that they have cancelled your pay out and withheld the winnings.
We apologize for the inconvenience as we know that this information is not pleasant for you, but you have breached our rules and this is our relevant department decision for your act.
Should you require any further assistance please do not hesitate to contact us.
Have a lovely day and all the best!
Mr Smith Casino Customer Service.
When I went onto live chat to ask exactly what the problem is they simply quoted terms and conditions at me, and refused to provide any more information, term 12 is below:
12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address.
I simply have no idea what they are talking about and can't help think it's just a way to refuse to pay a player his winnings, I also can't help think that they would have gladly taken my £100 if I had lost.
I hope you can help as this was a great win right before Christmas.