Declined my withdrawal with no valid reasons
Hello
I deposited 300 EUR got their welcome bonus, played and won and cashed out, no problem.
Second time I deposit 300 EUR get their second wager-free bonus. I win and cash out. No problem.
Third time I deposit 300 EUR. Won in my first few spins and made it to 928 EUR (628 real money plus 300 bonus). I opted to cash out which means I forfeited the bonus. Day after they tell me I have to at least wager through my original deposit. Fair enough I think. I check the account and see that I have real balance of 628. I continue playing the same video slot that I was playing before, having in mind that I have to play for another 280 EUR. I keep playing with 4 EUR. I complete the playthrough. Played more than needed. But I was not happy with my result so I decided to gamble further and lose it all or cash out a good sum. So I switched between 3, 4, and 5 EUR bets. I finally won with a 5 EUR spin and cashed out 820 EUR.
The day after they tell me this:
"While using a bonus, or playing with funds which have been gained from a bonus, you are playing in accordance with the T&C for a fair play."
They are pointing to the fact that by playing with 5 EUR bets I violated their bonus terms. (their maximum bet is 4)
1) They returned the money to my account and it said I had zero bonus and 628 EUR real balance. All I had to do was to play for around 280 EUR (to play through my original 300 EUR deposit) and then I would be able to cash out. I understand the bonus terms and I have read and adhered to them. I had no active bonus when I played with 5 EUR bets. I was playing with real balance with no relation to any bonus whatsoever (The bonus has been taken away by them already when I asked for a withdrawal). They TOOK AWAY 300 EUR bonus when they declined the 628 EUR withdrawal (I had total of 928)
I would totally understand if I was playing with 628 real balance plus 300 bonus balance. But it was not the case. With due respect, They cannot expect to take away the bonus and still require me to play as if I had an active bonus until forever (!?) What is the logic here?
2) What they wrote in the email is definitely not in their "Terms & Conditions" and "Bonus Terms". I screenshotted both of those pages! Specifically the part about "FUNDS WHICH HAVE BEEN GAINED FROM A BONUS". That phrase is non-existent there. It is completely made-up.
The term says "while having an active bonus". That is a very clear moment. Is there a bonus? then one should play according to bonus terms. Is there not an active bonus? Then one is free to play how he would like to.
3) I clearly had no active bonus when I was playing with 5 EUR bets. And I have played for more than my original deposit.
So I am asking Viggoslots to process my 820 EUR withdrawal.
Alternatively, they can return my 628 EUR PLUS 300 EUR bonus and then I play with maximum 4 EUR bets. Does that sound fair to you? But please include that new "rule" that you just created to avoid paying me in your bonus terms to avoid future confusion.
All the best
Sajjad
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