GOPLAY365 Casino - Player's winnings are confiscated unfairly.

I am filing an official complaint against GoPlay365 Casino regarding the wrongful confiscation of my winnings due to a technical glitch and an absolute misinterpretation of their own Bonus Terms by their compliance team.

On June 25th, I activated a no-deposit free spins promotion using the affiliate partner code "CHIPY50". From the 50 free spins, I generated a starting bonus balance of exactly €8.69. The wagering requirement for this promotion was 40x. Therefore, my required total turnover to complete the wager was exactly €347.60 (€8.69 × 40).

According to my official game history logs (which I have secured directly from my profile and attached to this complaint), I fully and successfully completed the €347.60 wagering requirement at exactly 05:23:52 (Transaction ID: 70373450238) on the game "Age of the Gods". At the exact millisecond the wager reached 100%, my account balance was €251.58.

At this precise moment, the wagering requirements were met, and the funds officially converted into my Real Balance. I temporarily closed the slot game and opened my account wallet, where I verified that the system had indeed moved the money into my Real Money section.

I resumed playing 4 minutes later, at 05:27:54, using my approved real funds. My first bet exceeding €5.00 occurred much later, at 05:37:41 (Transaction ID: 70374302160) at a stake of €6.25. This was 14 minutes AFTER the wagering requirement was already finished and all bonus restrictions (including the €5.00 Max Bet Rule) had legally ceased to apply. I finished my gameplay session at 05:38:27 with a final balance of €318.68.

When I requested a withdrawal, the system experienced a critical glitch and wiped my balance to exactly €0.00 under the label of a "cancelled promotion." I sent an email on June 25th, which was completely ignored for over two months.

On September 1st and 2nd, I confronted the live chat support. The casino team provided contradictory and technically absurd statements. First, they claimed that €8.69 was my maximum payout, confusing the starting bonus with the max cashout. Today, their compliance team sent an email claiming I breached the Max Bet rule during the active bonus period based on the €6.25 spins placed at 05:37—completely ignoring that the wager ended 14 minutes prior.

Furthermore, the support agent stated on live chat: "The conversion is not automatic but it needs to be confirmed by our team", and later argued that the bonus is active "during the time you were playing". This is a massive compliance breach. In any modern online casino, the completion of a wager triggers an automatic conversion. If GoPlay365 requires manual verification, they are obligated to lock the winnings as "pending review"—NOT to confiscate the entire balance and leave the player with €0.00.

The casino explicitly confirmed in writing that the maximum cashout limit for this promotion is €100.00. They also attempted to settle the matter by offering me a €20.00 bonus "as a sign of goodwill" to make me drop the case, which I strictly rejected.

My identity (KYC) is now fully and officially approved ("Identity Verified" status on my profile), so there are no verification issues remaining. GoPlay365 has absolutely no legal or regulatory grounds to hold my funds. I request the mediation team to review the server logs and compel GoPlay365 to restore my rightful €100.00 max cashout balance.

OFFICIAL MATHEMATICAL BREAKDOWN OF THE SERVER LOGS:

• Free Spins Winnings: €8.69

• Wagering Requirement: 40x (€8.69 × 40 = €347.60 required turnover)

• Wager 100% Completed: 05:23:52 (Transaction ID: 70373450238)

• Balance at Wager Completion: €251.58 (Converted to Real Money)

• First bet of €6.25 placed: 05:37:41 (ID: 70374302160) — 14 minutes AFTER completion.

• Final Balance: €318.68

• Rightful Promotional Cap: €100.00

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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.

• Can you see the balance in your account divided between a real-money balance and a bonus balance, or was your balance shown as a single balance when you activated the free bonus?
• Did you receive any notification or pop-up informing you that the wagering requirements for your bonus winnings had been successfully completed, that your balance was now considered real money, and that the bonus rules no longer applied?
• Were your winnings from the free spins capped at the maximum allowed win amount immediately after you completed the wagering requirements, or were you informed of this cap only later by customer support?
• Have you made any deposits into your casino account?

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