SilverSands Casino - Player is facing withdrawal refusal.

I played with a bonus of 2500 and after meeting the wagering requirements the max withdrawal is 5000, so the excess was removed and 5000 left, I opted to withdraw 4700 and continued to play with the balance, of which I have done previously, I eventually built it up to withdraw another 1500 and the casino has refused to pay the 1500. My argument I have done the very same thing previously and I was paid by them and now it's changed and there is no changes in their policies or processes so are they allowed to do changes as they see fit. I have attached a screenshot of my previous play and showed the payment, it comes from my account history on the site so I haven't tampered with anything. I also had an amount of about 2000 that was also left on the site which they removed with the same argument. I believe that since all wagering requirements had been met the balance was mine to do as I please whether I continued playing or withdraw everything. Please assist. Unfortunately I've tried to upload the pdf but it won't upload

Dear nerissa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SilverSands Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly that you were able to withdraw the R4700 in winnings from the bonus successfully?

• Has the casino justified its decision in any way?
• If there is any communication between you and casino support please share it with me. Send the information to my email at tomas@casino.guru or post screenshots here.

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

Best regards,

Tomas

Hi tomas, thanks a bunch for assisting I've sent all correspondence between support ,accounts and myself to your email if that's OK.