Wagering Requirement Incorrectly Applied to a New Deposit
I am submitting this complaint because I believe the casino is incorrectly applying a wagering requirement from an old deposit to a completely separate, new deposit
Approximately one month ago, I made a deposit at the casino when the applicable wagering requirement was **2x the deposited amount*. Unfortunately, I lost the entire balance from that deposit\. My account balance eventually reached **$0.00. I had no remaining funds from that deposit
Last week, I contacted the casino’s support team and was informed that their wagering policy had since been updated. I was told that the requirement for deposits under the new policy was now **1x wagering** before the funds could be withdrawn
Based on this information, I made a **new and completely separate deposit on September 12*
At the exact time of this new deposit, my account balance was **$0.00** There was no remaining balance from my previous deposit and I had no funds available to continue wagering on the previous deposit\I had already lost the entire amount
I then wagered with my new deposit, won, and **completed the required 1x wagering requirement applicable to this new deposit”
However, when I attempted to withdraw my funds, the casino informed me that I still needed to complete the **2x wagering requirement associated with my previous deposit
I do not understand how this can reasonably be applied to my new deposit
The previous deposit was completely lost, and my balance had already reached $0\.00\. There was therefore no remaining balance with which I could continue fulfilling the old wagering requirement\. The new deposit was made separately, on September 12, under the casino’s updated 1x wagering policy, and I have completed that requirement
It appears that the casino is effectively carrying forward an unfinished wagering requirement from a deposit whose entire balance was already lost and applying it to a completely separate deposit made under a new policy
**I am therefore requesting that the casino review my account and remove the old wagering restriction from my new deposit and allow me to withdraw my funds
I would also appreciate a clear explanation from the casino as to:
- Why a wagering requirement from a previous, fully lost deposit is being applied to a new and separate deposit
- Why the new deposit is not being treated according to the 1x wagering policy that was in effect when it was made
- How I was supposed to complete the previous wagering requirement when the entire balance from that deposit had already been lost and my account balance was $0\.00\.
I am happy to provide screenshots, deposit records, wagering history, and correspondence with support showing the policy change and the relevant transactions
I hope this can be resolved fairly and that my completed withdrawal requirement for the new deposit will be recognized
PS : I never withdrawn from this website before
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