Dear AskGamblers Complaints Team,
I won a legitimate €500 prize in a competition hosted by AskGamblers. The prize was subject to a 5x wagering requirement, which I successfully completed.
After receiving the prize, I continued playing with my winnings. My balance increased to approximately €800 and eventually reached €1,287.06.
Before my account was permanently closed, I submitted a €50 withdrawal request, which was never processed.
My total outstanding claim is therefore €1,337.06, consisting of:
- €1,287.06 remaining cash balance.
- €50 pending withdrawal request.
I have screenshots showing my account balance before the closure. They clearly show that my entire balance was classified as Cash Balance, while my Bonus Balance was €0.00.
However, Rapter subsequently sent me an email stating that, following an account review, its Risk Department had identified alleged "bonus abuse".
Based on this accusation, they permanently closed my account and blacklisted my registered email address and phone number.
What concerns me most is that:
1. They have not provided specific evidence of any alleged bonus abuse.
2. They have not identified the exact Terms and Conditions clause I supposedly violated.
3. They have not explained why my legitimate competition winnings are being treated as bonus abuse.
4. They have not processed my €50 withdrawal request.
5. They have not explained what will happen to my remaining cash balance of €1,287.06.
I strongly dispute their accusation. I won the competition legitimately, completed the required wagering conditions, and accumulated my balance through subsequent gameplay.
I respectfully ask AskGamblers to investigate this case, contact Rapter on my behalf, request evidence supporting its decision, and help me recover my outstanding funds.
I can provide screenshots of my account balances and the official email confirming the permanent account closure.
I believe players should not lose legitimate winnings without a clear explanation and supporting evidence.
Thank you for your time and assistance. I sincerely hope AskGamblers can help me resolve this dispute fairly.
Kind regards,
<full name removed>
