Betsio Casino - Player's winnings have been confiscated.

So here's my story using this casino..

So here's my story using this casino... I revived a email saying that I was eligible for a £45 bonus. Which I used and won £1200 which was then deducted back to £45 after the wagering was completed. I was told I the live chat that the £45 was mine to use as real money. So from that I won £400 I tried to withdraw it after a hour it bounced back to my account and they took away £365 and left me with £45 again and I was told it was because I didn't withdraw the £45 and deposit it back into my account my winnings where invalid absolutely baffled 😲

Dear Mcqueen1314,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please forward me the email offer?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

so I completed the first wagering requirement and the max I could win was £45. And they told me that £45 was mine as real money so I played and won £400 but they took £365 and said it wasn't real money I could only withdraw £45

Hi I have also passed all kyc verification

Dear Mcqueen1314, I just want to make sure I’ve understood your situation correctly. You received a £45 bonus and completed the wagering requirements. After that, you were told that the £45 was yours as real money. Instead of withdrawing it, you decided to keep playing and eventually won £400. However, when you tried to withdraw the £400, the casino took away £365 and said that only £45 could be withdrawn — effectively applying the maximum win limit a second time. Am I correct in understanding?

To better understand and support your case, kindly request your game history in Excel format from the casino.

This information can help us review the timeline of your gameplay and bonus usage more accurately, and determine whether the casino’s actions were in line with their terms.

yeah that's a perfect summary

The casino is not giving me my history on excel format