I was hoping you could help with my case. On the 26th October I was given an offer where I deposited £400 and got a £200 bonus. I was lucky enough to finish the wagering requirement and cash out a win on this. I made sure I stuck to all the terms and conditions - particularly I was wary that the maximum stake was £5. I did not place any bet over this amount.
There were significant delays in getting my winnings. Eventually some days later I received an email that my cashout had been declined, and my deposit had been returned to my account. The reason given was that I breached a term that stated I cannot bet more than 50p per line. I was a bit confused as this term was not there when I had my win. I then saw that the terms and conditions were in fact updated on the 30th October with this, after my win. So, I see there has been a mixup from the casino.
In submitting this complaint I hope that the casino will handle this fairly and pay the rightful winnings which were taken by mistake, and we can put this error behind us.
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