Cristal Poker Casino - Player's winnings have been confiscated.

Hello,

I deposited 200 EUR and received a 100 EUR deposit bonus.

The bonus had 0x wagering requirement.

I started playing and all my bets were made only with my deposited funds (200 EUR). The bonus funds were not used, which is confirmed in the bonus history showing:

Wager: 0

I won 2227.60 EUR from a 4 EUR spin while still playing with my deposited balance.

After that I requested a withdrawal of 1000 EUR.

At that moment the system automatically cancelled the bonus, which indicates that the bonus had not yet been used.

Later the casino manually reduced my withdrawal to 500 EUR, claiming that the maximum withdrawal is 5× the bonus amount.

However, according to their own bonus terms:

"The deposited funds and winnings can be withdrawn at any time."

Since my winnings were generated before using any bonus funds, the bonus withdrawal cap should not apply.

The casino confiscated 1749.60 EUR from my balance.

I believe this is an incorrect application of the bonus terms because the winnings were generated with real money funds before the bonus was used.

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Dear vienalga,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

b)Bonuses that comes with a deposit requirement (clause 10.2,10.3; Sports Bonuses and Live Casino Bonuses) have limits on withdrawal of 5 times Bonus amount received, and are wager FREE. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cash out limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila