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I am submitting this as a formal complaint regarding the confiscation of €5,306.43 from my account.

I strongly dispute this decision, as I believe the confiscation is not supported by the published Bonus Terms and Conditions applicable to my promotion.

Timeline and evidence

I accepted the 350% Double Casino Bonus after making a €25 deposit.

According to my account records:

The bonus was activated on 21 July 2026 at 16:13:02

The wagering requirements were fully completed.

The bonus status changed to "Closed" on 21 July 2026 at 18:39:00.

The bonus system shows:

Won: €75.00

Balance: €6,558.93

Current wager: €3,980.00

Target wager: €3,937.50 (102%)

Immediately after the bonus was closed, your system automatically removed €6,483.93, leaving a balance of €75.00.

This demonstrates that the maximum winnings rule from section D.2 had already been applied and the bonus had already been settled.

After this point, I continued playing with the remaining balance. These later winnings were generated after the bonus had been completed and after the maximum winnings restriction had already been enforced.

However, on 24 July 2026, your system removed a further €4,489.14 from my balance and reduced my account back to €75.00.

Contractual issue

Your explanation states that winnings remain "bonus-derived funds" until withdrawn and that any further winnings generated after completing the wagering requirements remain subject to the original bonus cap.

However, I cannot find any such provision in your published Bonus Terms and Conditions.

Section D.2 states only:

Maximum winnings from any Deposit Bonus offer are limited according to the percentage of the deposit bonus and initial deposit amount.It does not state that:

a player must immediately withdraw after completing wagering;

remaining funds after bonus completion continue to be treated as bonus funds;

winnings generated after the bonus has been closed remain subject to the original maximum winnings limit.

The evidence from my account clearly shows that the bonus was closed and the maximum winnings rule was already applied on 21 July 2026.

Applying the same restriction again on 24 July 2026 appears to be a second application of the same bonus limitation after the bonus had already ended

Friendly regards

Camiel

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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 casino account divided into a real-money balance and a bonus-money balance, or is it shown as a single combined balance?
• Did you receive any pop-up notification or warning after completing the wagering requirements of the bonus, informing you that you needed to withdraw your funds, otherwise the bonus terms would still apply?
• Did you notice any restrictions on the games available to you, or any other bonus-related restrictions, that remained in place after your winnings were first capped at the maximum allowed amount?
• What games did you play while your bonus was active, and what games did you play after your winnings were capped and transferred to your real-money balance?

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