Hello Hansenboss,
Thank you for confirming the details.
I completely agree that the remaining amount should have immediately been removed from your balance. If you had been left with the 3 EUR in your balance, made a deposit, and then tried to withdraw winnings there would be all kinds of problems. If this had been the case, we would have definitely agreed that the winnings should be paid to you.
However, on this occasion, you have not made a deposit and have played only with bonus funds. While I can appreciate that it may be frustrating, I believe the casino has acted in accordance with its terms and conditions by confiscating the extra winnings, even though you should not have been given the opportunity to gain them in the first place. I hope that the casino will address this to avoid further issues in the future.
Due to the above, I believe there is nothing we can do to help you any further with this case, so it will now be rejected.
I am sorry we could not be of more help on this occasion.
Kind regards,
Adam
Hello Hansenboss,
Thank you for confirming the details.
I completely agree that the remaining amount should have immediately been removed from your balance. If you had been left with the 3 EUR in your balance, made a deposit, and then tried to withdraw winnings there would be all kinds of problems. If this had been the case, we would have definitely agreed that the winnings should be paid to you.
However, on this occasion, you have not made a deposit and have played only with bonus funds. While I can appreciate that it may be frustrating, I believe the casino has acted in accordance with its terms and conditions by confiscating the extra winnings, even though you should not have been given the opportunity to gain them in the first place. I hope that the casino will address this to avoid further issues in the future.
Due to the above, I believe there is nothing we can do to help you any further with this case, so it will now be rejected.
I am sorry we could not be of more help on this occasion.
Kind regards,
Adam