Yesterday, I received an email stating that I had won an award in a recent tournament in the amount of $31,02
I started a gaming session on Conquest Era and was having a pretty successful time.
I was in a chat with support double checking what the maximum bet amount that was allowed during the bonuses playthrough when I noticed that my balance had gone from $518.87 down to $71.02.
I was told that this was because I had cancelled off an older bonus that I'd previously received (the LUCKY50 promo) and that the winnings that had just been deducted were subject to this bonuses playthrough requirement and therefore forfeited upon the said bonuses cancellation.
How is this possible? Before the tournament bonus was added to my account my balance was $0.00 and after being credited the bonus I started this latest gaming session with a balance of $31.02 and went from there.
Shouldn't all my winnings from that session be attached to the requirements of the tournament bonus?
In the casinos Bonus terms and Conditions, it states that an active bonus is automatically cancelled when the active balance reaches $0.05.
The LUCKY50 bonus should have nothing to do with what money I had won during my latest session. I ended my previous session with a balance of $0.00 before the tournament bonus had been credited.
Even by trying to follow the support peoples logic, I can not understand why I would have still been left with the $71.02 in my active balance.
I've unsuccessfully tried to resolve this issue with support and conversations have just ended up as back and forth arguments that were going nowhere, so I would like Askgamblers to please have a look at the situation and help us resolve things.
I don't believe the amount of $447.85 should have been taken from my account and I'd like it returned please.
I have attached the relevant chat history and emails with GS support, a snap of the email I received regarding the tournament award win, the bet history log I received from them ( snips with the important bits highlighted as well as the full pdf ), a highlighted snip of the terms and conditions clause I referred to above and a snap of my recent bonus history with the casino.
Thank you very much for your time, I really appreciate it. If there's any more information you require of me please let me know.