Gale & Martin Casino - Bonus winnings were confiscated.

I won 5000 euros with my own deposited money. 

The withdrawal went through then minutes later I get an email to tell me that as I still had an active bonus on my account then they would only me 372 euros. 

They took the remaining money from my account. 

I won that money fair and square with my own money. 

Thwy said if I had contacted support they would have removed the active bonus and my withdrawal would have gone through. How would I ever have known to do this? I felt like support was talking to me in riddles. I feel like I've been completely ripped off. 

This is a cowboy site that has done me out of a lot of money. 

Hello, Nikki.

Thank you very much for submitting your complaint through our website. We are very sorry to hear about your negative experience. You weren’t aware of having active bonus, right? Could you also specify a type of the bonus, please?

Best regards, Jozef

Hi

No I didn't realise it was still active. I played the bonus and met all the wagering requirements. 

The win I had was from a deposit I had made with no bonus. 

Apparently if I had contacted the support department to clear the active bonus prior to my withdrawal then I would have been eligible for the full withdrawal amount. 

I found this unfair and ridiculous especially since the win was with my own deposited money and not a bonus itself. 

Nikki 

Dear, Nikki.

I am not sure if we can help you with this case, since you had an active bonus. Could you provide us with any proof that you really won after the bonus was wagered (at least game history)? 

Best regards, Jozef

Dear Nikki,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Hi Nikki.

We reopened the complaint by your request. Could you provide us with an answer to our last question, please (we have received it by email, but we want it to be visible here, too)?

Dear Nikki,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint. We need you to be active in order to star with the process. 

Hi I've asked the site numerous times to provide me with evidence id already wagered the full amount and they've ignored me

Hey, Nikki.

We are sorry to hear about that. Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

Best regards, Jozef

Dear Nikki.

Casino is unresponsive to our messages. We are sorry we couldn't help you. We are going to close this complaint as "unresolved". Please, be aware that this casino has bad reputation on our website and your complaint is going to affect it, too. Usually, casinos decide to clear their reputation after some time so we may contact you back after a while. Your only option is to contact the licensing authority of the casino (Curacao), are you going to do it?

Best regards, Jozef

Since we haven’t received any response from the casino and the player regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino or the player can reopen this complaint anytime.