WinOui Casino - Player was accused of breaching bonus T&Cs.

Winoui casino allowed me to deposit £3000 and I won thinking all my Christmas’s had come at once they then took my winnings away saying I violated bonus rules and then took my deposits away of £3221 GBP. 
lydia who works for them even verified my account! 
said I wasn’t getting anything back even though they don’t accept UK players ! 

Hello Gareth.

We are very sorry to hear about your troubles. Could you please be more specific? You didn’t answer any of our questions (during complaint submission), so please answer the following questions so that we can proceed with this complaint: Which bonus did you take? What did the casino write to you? Which bonus condition did you breach? Do you have your game history?

Thanks.

If I wasn’t allowed to play in the casino then I should have the deposits I made back that’s what I wanted but they refused 

Lydia (Winoui)

Dec 18, 17:09 EET

Hello Gareth,

We are coming back to you after your email to provide you with the follow-up on the situation.
You registered with us on the 11th of December 2019 and then you requested several withdrawals for 9600 EUR in total.

We'd like to make clear why this request can not be satisfied.
In accordance to the paragraph 8.9 of WinOui Terms & Conditions (T&C): the maximum bet allowed when using a bonus is €5 per spin and €0.5 per bet line. You are not permitted to place bets of 25% or more of your total balance on a single game round. Players exceeding this limit could potentially have their bonus and potential winnings applicable to the bonus removed.
After the deep analysis of your gameplay multiple violations of this rule.
On 12th of December you had the game session on "Rich Wilde and the Tome of Madness", "Jack and the Beanstalk", "Book of Dead", "Golden Ticket" slots with the bonus money.
To show you the violations on these game sessions conveniently we'll provide you with the several examples:
- Jack and the Beanstalk. Time period: 1:27PM (CET) - 1:31PM (CET). 4 bets of 6 EUR and 14 bets of 8 EUR were placed.
- Rich Wilde and the Tome of Madness. Time period: 1:56PM (CET) - 1:59PM (CET). More than 30 bets of 10 EUR with bonus money were placed.
- Book of Dead. Time period: 2:13PM (CET) - 2:16PM (CET). More than 30 bets of 10 EUR with bonus money were placed.
- Golden Ticket. Time period: 2:44PM (CET) - 2:46PM (CET). 20 bets of 40 EUR were placed.
With everything mentioned above and many other violations found it was decided to cancel your winnings in total amount of 9600 EUR.

Also, We'd like to let you know that we can't stop the new players from registering and playing on our website.
It's important to know that in order to finalize your registration, you have to accept the terms and conditions of our site, players are fully responsible for their activity on the site.
The list of restricted countries you can find in paragraph 2.4 of T&C may not be full and In accordance to the paragraph 6.6. of T&C you take full responsibility for using the website or participating in the games, in case such activity is lawfully prohibited in your country of residence.
As also stated in paragraph 2.4, Internet Gambling may be illegal in the jurisdiction in which you are located; if so, you are not authorized to use your payment card to complete transactions to WinOui. By accepting these Terms and Conditions, you confirm that you know and fully understand the Laws concerning online gambling in your country of domicile
For your information, WinOui doesn't cooperate with UK services in regards to the issues related to the gambling industry.

In conclusion, you should understand that in order to finalize your registration, you have accepted the terms and conditions of our site which clearly state the rules for the gameplay with the bonus money and the geographical restrictions concerning the players and .
Player shall acknowledge the laws in force in their country of residence.
In addition to this, as you know, players are fully responsible for their activity on the site including winning and loses. As stated in paragraph 2.8 of T&C, player should clearly understand that participating in the games does not guarantee winning.
Please be informed that the decision has been made to proceed with the definitive closure of your player account without possibility of reopening and to refuse a refund request.

Sincerely
 

Lydia,
Casino Specialist

By the looks of things it seems that they are giving me my deposits back. If this happens then I don’t have any problem with this casino. 

they emailed me to confirm this would be happening however I’ll give it till Friday before asking them what’s happening again with it if I haven’t received the money. 

Hello Gareth.

From what casino wrote is it clear that you breached the bonus T&Cs. It would be nice if they will return you the deposits back.

Please let us know.

The deposits were returned. the case can be closed now thanks 

Thank you, Gareth for an update. I am closing the complaint now.  

Sending you good luck vibes.