I will try to describe my issue and confirm the problem as clear as possible while going through my own troubleshooting steps taken to try and resolve this.
I Made a deposit on Hello Casino last week with a normal welcome bonus of 100% and deposited 1000 NOK. I was granted the bonus and was well known with the bonus T&C as they are a part of the same group of other casinos i play at. What baffles my mind is the clause i have allegedly broken. They claim i have at a point during my welcome bonus bet over 50kr bet on a spin which is over the Max bet of 50kr. What should stand out here is i never have ever in my life Made a single bet of over 30kr a spin in my whole life, i am a small low stakes gambler.
I got lucky and ran my initial deposit of 1000kr upto 20000kr and managed to complete the wager. Mainly playing normal games like book of dead of either 20/30kr spins.
Once the wager was completed i went ahead and bought a bonus as this was prohibited beacuse the system stopped me from buying while on a bonus. I ended up playing down to 10000NOK on real money balance on several games and had no bonus balance.
I Made a withdrawal and got requested for documents.
Documents was sent in and approved two days later.
The day after i was approved i got the email from Hello casino stating my wins have been confisicated and my original deposit have been returned to my gaming account.
I sadly don’t have any access to my account right now to show my betting history to backup my part that i have never bet over 50kr on a spin, due to self-excluding myself for 5 days so i would not mess with my withdrawal. I have been in contact with Hello casino on livechat and Mail with no help to get and automated responses.
This is my first time ever being in a situation like this because i always hold up my end of the bargain when it comes to T&C in a casino. I feel shocked and sad at the same time, because I have seen several times people make this mistake and the casino without it being on purpose and the casino have in goodwill returned the winnings as a good gesture.
Hopefully since this is my first time we can come to a resolve in this case with Hello casino and both parts can be happy.
Thanks in advance to both Hello Casino and AskGamblers for any help.