Cancelled withdrawal and removed balance

I am writing to formally lodge a complaint regarding the handling of my account by [Company Name] (the operator), who has recently cancelled a pending withdrawal of €1,504.70 and removed this amount from my balance. I strongly dispute the grounds for this action and seek your assistance in investigating and resolving this matter.

I had successfully requested a withdrawal of €1,504.70 from my account balance after engaging in what I believe was entirely fair and compliant gameplay. On [date], I received an email from the operator stating that the withdrawal was cancelled and the funds were confiscated, citing an alleged breach of their Terms & Conditions, specifically Clause 5.9.5.

The operator’s message claimed that one or more of the following may have applied:

Use of VPN or disguised IP address

Use of forged documents

Bonus abuse

Fraudulent or collusive activity

However, the email failed to specify which of these alleged violations they are accusing me of. I find this extremely concerning for the following reasons:

"i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”)

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

Request:

I respectfully request that:

The operator provides clear evidence and specific details of the alleged breach.

If no concrete evidence is provided, the confiscated amount of €1,504.70 be returned to my balance and made available for withdrawal.

An independent review of this case be conducted by your body, as the operator appears to be acting arbitrarily and in violation of fair treatment standards expected in the gambling industry.

I am prepared to provide all relevant communication, identification documents, and activity history to support my position.

Thank you for taking the time to review my complaint. I trust that you will approach this matter with the seriousness and impartiality it warrants.