Slots Capital Casino - Player's winnings were cancelled.

I won $400 after meeting all wager requirements on free spins with a deposit and when I went to cash out they said they had to verify my identity so I sent in all necessary documents and then they kept saying my picture of me holding my id wasn’t good enough and canceled my withdrawal so I continued to send the photos like seven more times and continued to play the slots because they put the $400 back on my account finally after a few more days I put in a withdrawal request for $300 and they finally completed my verification and said they where going to process my withdrawal yesterday and this morning they are saying my winnings are cancelled because I bet over $10 dollars on a spin can you please help me

Dear n4jfkg5b5s,

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

General Bonus terms

1.WHILE A BONUS IS ACTIVE, THE MAXIMUM BET ALLOWED IS $10 (or equivalent if using another currency) PER SPIN or WAGER. This applies to all Slots Capital games. In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus ($10 being the maximum unless SPECIFICALLY stated otherwise). The following terms & Conditions apply to all of bonuses offered at Slots Capital casino. A bonus is completed when the winnings are requested to be paid out from the bonus, or the balance decreases to be $0 and the bonus is removed by the system. 

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear n4jfkg5b5s,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.