Velvet Spin Casino - Player’s winnings from Rewards Club deposit confiscated.

Money won using 'Rewards Club' deposit (which I didn't sign up for) was requested for withdrawal. They paid out ~$130 and the value above the $130 of $1112,75 wasnt allowed to be withdrawn so they keep that money.

Dear DJ-Riz,

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

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

• Do I understand correctly the withdrawal of your winnings (A$130) was successful?
• Do I understand correctly you completed wagering of a bonus you initially didn't request but was activated on your account automatically?
• Was the partial confiscation caused by applicable terms and conditions of the activated bonus, max win/cashout rules specifically?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear DJ-Riz,

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.