Nummus Casino confiscated real money from my account 6300$, I made a deposit of $480 and received a 100% welcome bonus non sticky $480, I started placing sports bets using real balance and bonus balance, but only bets from the bonus balance contributed to the rollover bonus conditions, when I placed real balance the bonus indicator is in the same place, rollover does not count towards the bonus requirements, winnings from real funds and winnings from bonus funds were transferred proportionally to the real and bonus accounts, i.e. winnings from bets with real money were not included in the bonus rollover and went to the Withdrawable account, winnings from bonus bets went to the bonus balance account, I correctly selected many coupons in a row and obtained a Withdrawable balance of $6,300 and a Bonus Balance of approximately $5,000. two balances total approximately $11,000
Then I entered the LIVE CHAT and talked to the Fortuna agent, asking what would happen if I withdrew funds from the real balance, I received the answer that I could withdraw from the real balance and thus cancel the bonus balance, generally I could withdraw real funds always because the bonus is a separate balance, I have a transcript of this conversation via e-mail.
After talking to the FORTUNA agent, so I decided to withdraw the funds from the real account, losing the bonus funds, although the rollover ending was missing by about 10%, so very little, I clicked withdraw, the system asked if I wanted to withdraw and cancel the bonus, I confirmed, then all bonus funds were cancelled and the bonus balance was $0, my Withdrawable account balance was $6,300 (all these funds came from the real account and were not related to the bonus, wagering these funds was not included in the rollover)
On January 24, a few minutes after talking to the Fortuna agent, I will be sure that I am doing everything right, I have withdrawn funds from the Withdrawable balance, I sent the documents for KYC.
I did not receive a response for days, it seems that Nummus was looking for a way not to process the withdrawal and confiscate the funds.
However, today I received a message from the same person with whom I talked on January 24 in the live chat that my winnings were cancelled (my winnings from real funds which did not contribute to the rollover bonus requirements).
It's incredibly sad for me that first the same person in the live chat assured me that real funds can be withdrawn at any time regardless of the bonus, and today I received an e-mail from her that my funds from the real balance are confiscated because I cancelled the bonus.
They wrote that as a gesture of goodwill they would refund my deposit, I felt as if someone had spat in my face.
I have read the regulations of the welcome bonus as well as the general conditions of the bonus and I still don't understand what I did wrong and what point of the regulations I broke, and why Nummus Casino treated me this way.
Isn't the idea of a non-sticky bonus that the real and bonus balances are separate and not related to each other??
Nummus Casino did not provide me with any regulations that I broke, I found a provision in the regulations
9.7. Players can cancel non-sticky bonuses from their account, which will also cancel any related winnings. For sticky bonuses, please contact customer support.
I think that there can be no question of breaking this point of the regulations, because I canceled the bonus and the bonus and winnings related to it were deleted ($5,000 bonus balance), so why did they even take away the winnings from my real account?
The Welcome Bonus regulations include the following:
Withdrawable Winnings
The maximum withdrawable winnings from the bonus are capped at ten times (10x) the deposit amount. Any excess will be deducted from your balance. This withdrawal limit also applies if you cancel your bonus.
which would clearly indicate that when canceling the bonus, you are allowed to withdraw a maximum of 10x deposit amount.
I am adding screenshots from a conversation with a Fortuna agent who assured me that I can withdraw with an active bonus at any time, screen e-mail from the same person Fortuna who informs me that winnings from the real money account have also been confiscated, screen regulamin Nummus casino bonus.
I am asking AskGamblers to look into this matter because I believe that I have been treated very unfairly, and such behavior by gambling companies is highly unethical.
I wrote a long complaint to precisely describe the problem.
