Treasure Mile Casino - Player’s bonus winnings have been capped.

I made a credit card deposit and yes I got a bonus but I followed all rules regarding the bonus such as completing the required playthrough of approximately $10,000. I even played through an extra couple thousand before putting in for a withdrawl of $10,000 (out of the aprox $24,000 I had in my account at that time.) On July 10th, 2020 I submitted a request for withdrawl, on July 11th, 2020 I emailed all required identity verification documents to support@treasuremile.com. On July 13th, 2020 I put in another request for a withdrawl of $6,000. On the morning July 16th, 2020 they were showing as pending so I live chatted and then spoke to Amanda on the phone regarding the reason they were still pending and not processed. She said that the documents I submitted on the 11th for verification wouldn't work as they were all on one doc and each item had to be a separate document. So that morning I individually scanned and resent my verification documents to the support email as requested by Amanda. Upon receipt of my documents and after verifying them Amanda called me to notify me that she had indeed received my documents and after verifying them she had sent them to finance in hopes of them being able to process those withdraws that day otherwise she said I would have to wait until the following Monday for it to be processed. I just checked my statement and it now says 

$10,000 PROCESSED CORRECTION COMPLETED (-$9,750)

$6,000 PROCESSED CORRECTION (-$6,000)

So now $9,750 is apparently taken away AND the other part of my winnings that I was withdrawing, the $6,000, is now taken off of my account as a "correction" ALSO?! So despite following all the rules and requirements and checking to make sure what the allowed winnings were on the bonus regarding my winnings, i'm getting $6,000 AND $9,750 taken out of my account for no reason? 

And what's even worse is I keep trying to call to find out what the issue is and why this "correction" happened, and a lady will answer then hang up on me as soon as i start talking and when I try to call back immediately after getting hung up on the phone keeps ringing until I get sent to voice-mail due to all the phone operators being "currently busy." Thats bad business. You can't just take $15,750 out of someone's account and put "correction" as if that explains something! Especially since I made sure to follow all rules regulations and playthroughs in regards to the bonus received. I checked with you guys to ensure that I did. This isn't right at all! I'm mad and frustrated and feeling hella played like im stupid and I can't even get an answer! Instead I just get hung up on and then sent to voice-mail. The thing that amazes me is the initial withdraw in both cases was approved, then reversed and when I did get ahold of someone I was told oh you had a free bonus added from the operator on July 10th and that's what you won the $20,000 with that is why your only going to get $250. The only problem with that is that I won the $20,000 on July 9th. So its impossible that I won July 9th, 2020 if the bonus your stating I won off of was deposited by you on July 10th, 2020. Your scamming me trying not to pay me and that is not ok.

Dear Desire,

Thank you very much for submitting your complaint and for forwarding your cashier history. I’m sorry to hear about your problem. Could you please forward your game history together with any relevant communication between you and the casino? Here’s my email address: petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Sending you by email now

Thank you very much Desire for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Desire.

Do you have access to your full game log? From what you sent us, we cannot prove the origin of your winnings, but from the game log, it is possible. It is important to send us the whole part (ideally from 8.7 to 14.7.)

Thanks.

yes I will get that thank you.

Please send me your game history on my email: matej@casino.guru

Thanks

Dear Desire,

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.