BonusBet Casino - Player's withdrawal has been denied.

First, my withdraws were being stalled by asking multiple kinds of documents and verifications one after another. Even after I delivered everything they asked for, suddenly they claimed that their Terms Of Services were broken, so they cannot pay me anything but my original 1,5k deposit back. I am confident that I have not broken any rules, so I tried to ask them spesific reason for this denial, but they refused to answer that and only told me that their decision was final.

The only message i get from them is:

"12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

Key statements:

1 - IP disguising (VPN)

2 - Forged Documents

3 - Bonus Abuse

4 - Fraud, fixing

Answers to these statements:

1 - I have not used VPN or tried to hide my IP-address or location in any way.

2 - All my documents have been legit and they have been verified.

3 - I have not abused any bonus, and haven't even claimed any bonus winnings. All winning were raw money.

4- I have not been part of any fraud or fixing.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which games you played in order to accumulate your winnings? From the history you uploaded with your complaint, I can see that most of your bets were on baccarat. Did you play any other live casino games?
• Am I correct in understanding that your account was fully verified before your winnings were voided?

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

Best regards

Veronika