Cancelling withdrawal multiple times and not responding in Chat

Long story short:

Registered 2nd November using your link. Within 2 days, I lost about 1600 euros. With the last deposit of 50, I won 1000 and made a withdrawal request via bank transfer which was approved within 20 min (4th November).

Money not received up to date.

I contacted support multiple times and provided a bank statement up to 11th November. Support kept telling me: to wait "5 days", then wait "7 days", now "wait for email as long as it needed" and closed chat themself every time I asked for the update.

I have screenshots of everything, conversations, withdrawal requests, bank statements, etc. But not sure if you need the dozens of files attached. I hope you are helping your affiliates with negotiations when the casino's fault is so obvious.

Regards

After taking a deposit bonus and successfully clearing wager I have now managed to have funds of INR49300. My withdrawal was accepted but returned to my account later. Then I was asked to wager more money. Live chat is not giving proper answers and constantly ignoring my questions regarding my withdrawal. I am verified at this casino and have had successful withdrawals in the past.

On march 14th I received a promotional-offer from Loft Casino for "St. Patrick's Day". Please note that the offer is not declared as a "welcome-bonus" or a "reload-bonus" - the promo clearly says "St. Patricks Day"

the offer contained a deposit-bonus and additional freespins after entering a certain promo-code while depositing.

Before I made the concerned deposit I studied the sites/casinos T&C's (https://www.loft.casino/de/bonus-terms-and-conditions), which were last updated on July 28th 2022, to make sure I fully understand the conditions which are attached to the previously received promotion.

I was not able to find a max. Cashout for this certain promotion. nor in the e-mail I received, neither anywhere on the site itself.

Only the following were mentioned in the promo-mail:

* bonuscode

* slot (freespins)

* wager (freespins)

* wager (deposit)

* duration (bonus/wager)

* duration (promo)

At first I received a deposit bonus which was lost further on. Afterwards i received 100 Freespins, like it was advertised to me earlier. I managed to wager the amount i previously won in those freespins.

Wagering requirement was a little over 3.5k, which I managed to achieve. At this moment my balance was up to approximately €2k - after the last spin to fulfill the wagering-requirement was done, my balance was reduced automatically to €500.

I approached a support-agent via live chat for clarification. The agent acknowledged that the promo-mail did not have all the necessary information included in the email itself and that he will forward this to his superiors for improvement. At the same time i was told that my previous balance can not be restored.

A user needs to be informed about the particular conditions of a promotion within the promotional-mail itself or the websites t&c's. This was obviously not the case, so I have to consider this as false advertising.

I kindly ask the management of Loft Casino to reply to my complaint, respectively to re-credit the deducted funds.

chat-transcript, wager/promo-info and promotional-mail are attached (private).