So I played at Casino Cruise and deposited 150 euros with a 150% bonus. I played until I had wagered the bonus 40x and it was released. In the statement the casino sent me, the maximum of bonus money that I had was EUR 2,140.90. After the bonus had been wagered I won quite a bit of more money and in the statement the casino sent to me it shows that these were real money games and bets. Now the Casino is refusing to pay me my winning and has confiscated winnings worth EUR 3,980.90, despite that the bonus money I had never exceeded EUR 2,140.90. The bonus terms and conditions say that:
In order to fulfill the wagering requirement, you cannot place a wager which (i) for slots and video slots - is more than (5, 50 NOK, 50 SEK, $5, £5); for any other currency, you cannot place a bet which is more than the equivalent to 5 USD; and (ii) for any other game is more than (30, 300 NOK, 300 SEK, $30, £30); for any other currency, you cannot place a bet which is more than the equivalent to 30 USD. This rule also applies when using any double up/gamble feature in any game. In case of a breach of this rule, you agree that your Bonus Balance will be forfeited, apart from the original deposit amount, to the extent that it was not wagered and lost less 10% administrative fees and bank charges.
Therefore according to these terms and conditions I would still expect a payment from the casino as a part of my winnings were with real money and not with bonus money. This is also what the casino client service person told me (attached files).
I would be grateful for your help.
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