The casino added an unclaimed bonus to my account and confiscated my winnings afterwards

In the section BONUS TERMS AND CONDITIONS of Playouwin is said:

1.10 Players from certain countries are not entitled to receive any type of bonuses: Armenia, Azerbaijan, Bangladesh, Belarus, Bosnia & Herzegovina, Brazil, Bulgaria, China, Croatia, Dominican Republic, Georgia, Kazakhstan, Kyrgyzstan, Macau, Malaysia, Mauritius, Mexico, Moldova, North Macedonia, Peru, Romania, Russia, Serbia, Tajikistan, Thailand, Tunisia, Turkmenistan, Ukraine, Uzbekistan. We reserve the right to limit players from other jurisdictions from being eligible to any type of bonus at our sole discretion.

I attach a file with a screenshot of this paragraph of the rules.

I am from Bulgaria and as you can see I cannot take advantage of ‘any type of bonuses’. But as I am not a ‘bonus hunter’, Askgamblers’ high evaluation was enough for me to confide Playouwin and open an account with them on August 26th 2021. For five days, I made 3 deposits of 300, 200 and 300 (€800 in total) that I eventually lost and zeroed my balance (€0.64). When logging back in on September 1st, I saw that my balance was €60.64, i.e. €60 were added. I perceived this amount as a gift for my loyalty and that was an incentive for me to keep playing with this company. Subsequently, I saw that this amount of €60 was mentioned in the account as a ‘bonus’.

I attach a file with the parameters of this bonus and you can see the following:

You Have Reached Zero Out Clearing Balance, Your Bonus Rollover Requirement Has Been Removed. At 01.09.2021 21:48:13

WAGERING REQUIREMENT: XN/A

I.e. whatever the idea of this €60 bonus was, whatever the requirements, they were ‘Removed. At 01.09.2021 21:48:13’.

In the next two days, I made 2 deposits of 200 and 300 (€500 in total) and the turnover of my account was €2-3,000.

I had success in play and increased my balance. On September 6th I requested a withdrawal of €500.

I attach a file with this withdrawal request where you can see that I have no blocked bonus balance and all my cash is ‘withdrawable’.

I also apply a screenshot with my transaction history where all my deposits and this withdrawal are visible.

Playouwin's financial department required from me some documents, I sent them and my account was verified. The withdrawal of these €500 was realized. Along with this withdrawal, €1,020.42 were confiscated from my account.

I apply a screenshot where my balance after the latest game session is clearly visible (rounded in red): €1,320.42 and the total balance of my account after the confiscation: €300, i.e. €1,020.42 missing.

In my inbox I had an email with an explanation of their actions and why my balance is decreased to €300. I apply a file with a screenshot of this letter. I also post the part of the email with the explanation as a text here:

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Kindly note that you have claimed our Cashback Bonus and certain rules are tied to it, as per our Bonus Terms.

'1.16 With any active bonus (unless otherwise stated for a specific bonus) following games are strictly forbidden to play: Virtual Sports, Sportsbook, Jackpot games, Table Games,...

In case of breach of this term, the bonus and all winnings generated from the bonus will be forfeited.'

Since you have claimed mentioned bonus and compounded it with three of your deposits, we had to retract any generated winnings from them and leave your deposits on your gaming balance (300€, 200€ and 300€).

As 500€ have already been withdrawn to your Skrill e-wallet, we left the remainder of funds on your balance (300€).

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Please take a note that the quoted by me point 1.16 of their rules speaks about an ‘active bonus’ and settles the order of forfeiting players’ winnings when bonus rules are not kept. But as I do not have an active bonus (and never had), I objected with an email to their Financial department and I apply here a screenshot of the email. To support my objection, I applied to my email to the Financial department a file with my bonus history (already described and applied to this complaint) and it is visible there that I in fact I have no active bonus and no engagements at all related to bonuses.

On the next day, I had a new email from the financial department that I apply here as a file-screenshot. As it is visible from this letter, they hold on their thesis that I have broken their bonus rules in spite of the obvious lack of any bonus engagements. They quote their rules. Yes, the same rules according to which I am 'not entitled to receive any type of bonuses’ due to my location. It is obvious that their position is diametrically opposite to mine. I think that examining my case on Askgamblers will lead to its objective and fair decision.

Here I summarize the facts that I have already pointed and explained in details in the current complaint:

1. I am not ‘entitled to receive any type of bonuses’ according to the company’s rules.
2. I have not requested any bonus I cannot in fact request as I am not ‘entitled’.
3. No matter the reason these €60 had been added to my account, accounted as a ‘bonus’, there was a note along with them: ‘You Have Reached Zero Out Clearing Balance, Your Bonus Rollover Requirement Has Been Removed. At 01.09.2021 21:48:13’. It is clear to see I have no active bonuses.
4. When I requested the withdrawal it is once again visible that I have no active bonuses and my entire balance is ‘withdrawable’.

To visualize my words, I apply to this complaint 8 files: screenshots from Playouwin’s website, from my betting account with them and from my personal gmail where we’ve had the correspondence. All the files attached to this complaint are 'public' and according to Askgamblers requirements I have hidden all the personal information on them.

So, I am asking the representative of Playouwin to check carefully my account, to assure himself I have no bonus engagements with his company and according to their rules – I cannot even have any. After this, I am asking to have the amount of €1,020.42 restored back to my account.