ExclusiveBet Casino - Casino has not paid me in nearly 2 months

Hello AskGamblers Team,

I am submitting a complaint against ExclusiveBet regarding the removal of my remaining balance after I made a partial withdrawal.

I won €6731, which was reduced to €2,440 under their maximum win / cashout rule. I then attempted to withdraw my balance, but due to their withdrawal limit I was only able to withdraw €1,000. The next day, the remaining balance was gone.

When I contacted support, they told me that I was only allowed to make one withdrawal request and that the rest of the balance was seized. They cited this term:

“Players will only be able to make a one-time withdrawal for a maximum amount of 10x the original deposit when the winnings result from playing a match bonus. Surplus winning credits will then be forfeited.”

However, this wording does not clearly state that if a player makes only one withdrawal and does not withdraw the full balance, the remaining funds are automatically confiscated. It refers to a maximum withdrawal amount in bonus-related cases and says surplus winning credits are forfeited, but it does not clearly explain that a partial withdrawal causes the rest of the balance to be seized.

I also was not informed that I needed to submit multiple withdrawal requests to preserve the balance. Their own platform only allowed me to withdraw €1,000 at that time, so I followed the withdrawal process available to me. I do not believe it is fair or transparent to remove the remaining balance afterwards and then justify it by saying I should have known to make several withdrawals.

I am asking AskGamblers to review whether this term is being applied fairly and transparently, and whether ExclusiveBet is improperly using a bonus withdrawal clause to justify confiscating funds after a partial withdrawal.

Please also note:

My original win was €6731.

It was capped at €2440 under their max win rule.

I withdrew €1,000.

The remaining balance was then removed.

Support now claims this was because I did not withdraw the full amount in one or more requests.

I am requesting that the remaining balance be restored or that ExclusiveBet be required to provide a clear contractual basis for the seizure.

I will attach screenshots of terms provided by casino. They told me to refer to term 8.

Thank you.