Westpoint Casino - Player's winnings confiscated and account closed due to alleged bonus abuse.

I signed up and deposited €250 into this casino, and got a welcome bonus. I won over €3k, then had to complete their 'wagering'. 

I then realized that my wagering wasn't going down, so I spoke to chat. Chat said that wagering was only done with cash bets, and I had to deposit more money for the wagering to be counted, and to release my €3k winnings.

I wasn't sure what to do, but in the end thought I had to deposit more to complete the wagering.

Every time I deposited a couple of hundred €, I just kept losing and had to deposit more. I started with €5 bets, then just kept on doing lower betsizes, as i kept on losing.

After depositing another €2k in total, I finally finished the wagering, with a balance of around €3000.

After sending my ID to them on email, they sent me this - 

This is Montgomery from WestPoint Casino, reviewing your recent payout request we found that you breached our bonus rules.

Since this is a breach of our Terms & Conditions to which you agreed to while playing at WestPoint Casino, we had to cancel your payment and remove these winnings. We have also had to block your account.

To review our bonus terms and conditions, please follow this link, especially section 9.5 & 9.6 and our Bonus Rules section on Bonus Abuse: 

Bonus rules (westpointcasino.com)

Terms and Conditions (westpointcasino.com)

​

Now they won't reply at all, and haven't even returned my deposits. 

Dear 1979mandm1979,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you've encountered with Westpoint Casino regarding your recent gaming experience.

To better understand the situation and assist you effectively, could you kindly provide more information regarding the following points?

• Could you please specify the exact timeframe when you made the initial deposit of €250 and received the welcome bonus?
• Did you receive any written confirmation or notification regarding the wagering requirements?
• Can you provide details about the communication you had with the casino's support team regarding the requirement to deposit more money to fulfill the wagering requirements?
• Have you retained any documentation or screenshots of your interactions with the casino's support team?

Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, if you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for further review.

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear 1979mandm1979,

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.