My withdrawal was declined and account locked by Grand Rio Casino. At first I was vary about playing with them, but seeing them having the trusted tag here along with 8.5 stars, I decided to try them. I lost multiple deposits before finally winning small. That's where my troubles started.
First they claimed the defining reason that justified the removal of my funds, not paying me and locking my account was making a too big of a bet size with a bonus.
But I did not win with a bonus. I lost all my bonuses. I won without a bonus in my account.
Here is their original verbatim email:
"April 23 you were given a bonus of 150 €
According to the rules of the casino is your single bid can not be more than 5% of the active bonus (7.5 €)
multiply your bets exceeded the limit of the rules.
In accordance with the rules of your winnings canceled and the account is blocked.
This decision is a casino in the case of such violations"
After that I told them that I did not win with a bonus, but rather with a fresh new deposit that did not have any bonus attached to it, they gave another excuse.
"In this case, you made the game by increasing the dispersion of higher bonus rates.
This is a flagrant violation of the use of casino games"
I dont know what this means, and I have now asked them twice, and they fail to answer.
Could you please help me? I followed their rules, and should be paid.