BronzeCasino - Player's winnings confiscated due to T&Cs violation.

hi

I submitted a withdrawal request of €68000 on the 17/06/23. on the 19/06/23 I received an email to submit documents, I've done this and received email that i had passed verification process.

on the 21/06/23 i emailed vip dept about timeframe for withdrawal and got the following reply.

Thank you for getting back to me.

Look all withdrawals are in pending processed between 3-5 business days.. Allow our team to check the winnings please and when there is a change in the status you will be immediately updated.

Keep it up , good job again - you are on fire!

Sincerely,

Sebastian

on the 23/06/23 I received the following

Dear Ollie,

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

We have therefore cancelled your withdrawal request and removed the winnings.

Should you have any questions please contact our customer support via live chat on our site.

Kind Regards,

Verification Team

I then contacted live chat and was told to contact vip dept which i have and am getting no response.

this seems to be a pattern from looking a various forums.

have you any advice

cheers

Dear omealy11,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. Could you please advise if your winnings were accumulated with or without an active bonus?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hi

thank you for looking at this for me. I'm pretty sure I was playing with deposited funds as I had a number of deposits that week. i used to get a €15 bonus most days which usually was followed by a deposit or deposits.

when i go in to game history it only shows me last 100 spins, with no stake, win or loss identified. and just an option to play that game now. not like other casinos where you can view a replay or at least see what your stake was and amount of win if applicable.

cheers

Dear omealy11,

Could you please forward screenshots of your bonus and cashier histories to petronela.k@casino.guru? Thank you in advance.

Dear omealy11,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.