On the 2nd November I deposited $80 into my online account and played several games from about 9pm to 2am.
I won an amount of $5,000 and withdrew $4,500 but then I played a further $1,000 and withdrew $3,500 which was to be transferred via bank transfer and I had provided a copy of my bank statement assuming that I would be paid out what I had won.
My winnings were accumulated over the period of several hours and I received those winnings off the back of playing several different games including jackpot games, betting up to $12.50 per bet at times and the credits increased dramatically awarding me $5,000 in total which I withdrew $3,500 after playing back $1,500 on the same night.
I requested a withdrawal of $3,500 and provided my bank statement then emailed GW Casino asking roughly how long the bank transfer is likely to take.
After I had requested a withdrawal, I emailed GW Casino asking how I redeem my bonus and free spins that they emailed me I had access to.
I then received a response from GW Casino advising me that the auditors have checked my history and it would seem that I have in fact breached their bonus terms and conditions. They had the right to withhold my winnings but as a gesture of goodwill they would credit my online account with $80 which i originally deposited plus $20 which needed to be wagered 30 times in order to cash in my winnings.
I emailed GW Casino back and asked them if they were going to give me my $3,500 winnings and explained that my winnings were not won on a bonus or through free spins, they were won over the period of several hours.
I checked my account and it had been closed.
I then emailed GW Casino asking for clarification as to why my account was closed and told them how dissapointed I was that this has happened. I received no response. I tried logging into my account and realised that they reopened my account and I continue to receive emails that I have free spins in my account.
They want me to spend more money but they won't pay me what I won fairly.
I have been a member of the GW Casino for a number of years and in March this year, won $10,000 which I provided my bank details for and was paid this amount without issue.
I really hope this is resolved because I have spent in excess of $10,000 on this site.
I have screen shot all my evidence including the emails I sent back and forth to them which I will email to the email you have provided to me as I can't attach it to this complaint.
Thanks in advance.
Donna < surname removed >