Casino.com uses every excuse not to pay out on winnings obtained via a bonus. I recently signed up for a no deposit bonus of £20. I then realised that there were wagering requirements, however this was explained and although I never expected to win anything, I was lucky enough to be £100 in credit once wagering requirements were met. I then was told that I needed to make a deposit to enable me to withdraw my winning. I then did this and played through my deposit but also won a further £20. I then requested the withdrawal of my £80 (£100 from bonus winnings minus £20 non refundable) along with the other £20 I won from deposit. I was then told that I needed to send documentation to verify my identity. Was a little bit cautious but provided what they required. I have today received an email stating that my £20 request has been processed but £80 declined! I have apparently breached section 13b of terms, although they refuse to tell me which bet has breached this term, only to refer me to a code where I can check my bets online.
I feel that casino.com have looked for every excuse possible not to pay out on winnings gained from bonuses. The small print on the terms and conditions have not been explained.
I thought that this company would do everything possible to keep customers however I cannot see how they can with the service they provide. The terms are far too complex and not made clear enough!
Casino.com allowed me to make instant deposits but made it impossible to withdraw. Seems like they are quick to take your money but don't like paying out!!
Would appreciate any support possible to get the money that I won fairly. I regularly use other online accounts and have never experienced anything like the experience at casino.com.
I have also attached the following screen print where the adviser states that everything looked good for my withdrawals.