Removed winnings 15489 from account

Dear @Mihid,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hi Mihid,

Thank you for your response.

As requested, we have provided the second screenshot clearly showing the relevant gameplay rounds and the point at which the bonus-related funds were returned to your balance. At that moment, your confirmed real-money balance amounted to 511.35 NZD, which is also reflected in our internal records.

Please note that the total account balance is always visible during gameplay, and once bonus funds are involved in wagering, the applicable bonus rules — including the maximum cash-out limit — continue to apply to all resulting gameplay, regardless of subsequent deposits made while bonus-derived funds remain active in the balance.

Even if gameplay had continued under different circumstances, the final withdrawable amount would still have been limited by the bonus maximum cash-out, and the payable amounts would not have materially differed from the outcome already applied.

At this stage, we have provided all relevant explanations, evidence, and account breakdowns available from our side. As such, we have nothing further to add and will await AskGamblers’ final decision on this matter.

Thank you for your understanding.

Hi there

The second attachment you have uploaded is not readable i am unsure what it says. It is unclear on your website for a player to see bonus credits and real money play separate, when i withdrew twice it said fully withdrawable and not locked by bonus. How can your players be aware of this if you are not displaying this clearly on your website. It is very misleading. I am still wanting to review my gameplay, yes you have uploaded my deposits and withdraws which I already have access too but I had requested my gameplay and account balances from the 4th onwards to have a better breakdown.
I fully understand your terms and conditions, but my issue is I made a second deposit with no bonus. Even if my bonus money from my first deposit somehow got mixed in with my real play money that is not my fault. There's no way to see this on your website.

1.10. Bonuses are automatically cancelled upon active balance reaching the amount of 0.06 EUR or less (or its equivalent). This term only applies to the balance tied to a bonus, i.e. deposit + bonus, or a bonus only (in case of a no deposit bonus), and it doesn't apply to funds on the player's balance gained from other deposits or bonuses.

1.11 Deposit-related bonuses do not stack.

Thank you for your message

Hello Mihid and thank you for your detailed message. We understand how frustrating this situation must feel, and we appreciate the opportunity to clarify the sequence of events and the final outcome.

On 4 December, you deposited 100 NZD and received a 150% bonus, resulting in a total playable balance of 250 NZD. With this balance, you generated winnings of approximately 700 NZD. A withdrawal request was submitted but was unsuccessful, as additional verification documents were required. At that stage, you were notified to contact us so that alternative withdrawal options could be discussed. This did not occur, and gameplay was resumed instead.

When the bonus-related winnings were reverted back to your balance, you had already accumulated 511 NZD in real-money funds, bringing your total balance at that point to 1,211 NZD.

Subsequently, on 4 December, you made a second deposit of 100 NZD without any bonus attached. Over the following days, gameplay continued using a balance that included both real funds and bonus-related funds. During this period, your balance increased to approximately 18,000 NZD.

As outlined clearly in our Bonus Terms and Conditions, once bonus funds are involved in gameplay, all resulting winnings remain subject to the maximum cash-out limit of 1,500 NZD. Continuing to wager with bonus-derived funds after the maximum cash-out threshold has been reached is not permitted and may result in winnings beyond this limit being forfeited.

Following a full internal review of your gameplay and transaction history, the balance was adjusted accordingly. You were left with 2,011.35 NZD, which consists of:

1,500 NZD — the maximum allowable cash-out from the bonus, and

511.35 NZD — confirmed real-money funds accumulated prior to the bonus winnings being returned to your balance.

This outcome reflects a correct application of the applicable bonus rules and does not involve any loss of eligible real-money winnings.

Regarding verification, we would also like to clarify that the requested card was not previously submitted before 12 December, and therefore the verification request was valid and necessary. This contradicts the statement that the same documents had already been provided.

We understand this is not the outcome you were hoping for, but we can assure you that the account has been handled in accordance with our Terms and Conditions, which were agreed to at the time of registration and bonus acceptance.

At this moment in time we have nothing else to add from our end.