Thank you for bringing this matter to our attention.
Firstly, in respect of the Terms and Conditions of the Casino, we must inform you that they are available to all players when creating an account and come into force the moment the player clicked accept when the account was created. This is your agreement and turns into a fully functioning, legally binding contract upon creation of the account.
We see that you created your account on the 25 of April 2019, and we can confirm that your account was closed due to Self-Exclusion on another affiliated sister casino.
We understand that you have made a complaint regarding the decision made by the Casino and your voided winnings. Please be advised that your winnings were voided due to irregular play.
The Casino also expects all potential players to read all the terms and conditions. Your winnings were voided for breaking the 30% Rule.
16.1. You must bet according to the specific rules of the game you are playing.
16.2. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.
16.3. "Irregular play" includes, inter alia:
Placing total bets equal to or greater than 30% of the value of the deposit currently in play.
In your case, the deposit in played is deposit ID 117960 of 50 EUR
Therefore, according to the Terms and Conditions of the Casino you are unable to bet more than or equal to 15 Euro.
According to your game-play, you made 457 over-bets ranging from 15 Euro to 25 Euro on the games Trendy Skulls and Dragon Pearls: Hold and Win - this is the reason why your winnings were voided.
We understand your frustration, however, since you broke Terms and Conditions, therefore, your winnings have been voided.
The finance team has already refunded your non-lost deposit of 50 EUR according to the terms and we confirm the deposit was refunded successfully.
We wish you all the best in the future.