I did a lot of research before registering for this casino. Reviews were good, T&C's were all pretty decent and straight forward. Good range of games.
Didn't like the fact that live chat was offline without any information on when they're available but carried on with deposit.
I played for 1 hour. My bets ranged between 1.00 EURO up to 6.25 EUROS. I am always careful to stay below the max bet rule because I've lost winnings in the past for this reason and have learnt my lesson.
In the middle of a game, I noticed my balance had dropped significantly to $140 from $1653. I received a message telling me I was logged out due to 'inactivity'.
When I logged back in, my balance remained at $140 and my bonus had been removed. With no live chat, I emailed the support team asking for an explanation. I knew that I hadn't breached any of the T&C and had played slots that were not excluded
I've since received an email to advise me that my winnings were removed due to bonus terms being breached. According to the casino, I placed a $42.54 bet which automatically removed winnings and bonuses.
I have been sent a copy of the game play which clearly indicates I had been playing well within limits the entire time, up until this mysterious bet was placed on my behalf.
The game I was playing does not have a 'max bet' risk as the dollar figure was locked in by the coin, so there is no 'accidental' bets placed above the max amount.
The allegation that I placed this bet is false and is a result of either a software malfunction or a tactic used deliberately by casino in order to remove the bonus winnings and avoid pay out.
The transactions of my game play show close to 400 individual bets placed by myself, which range from 1.00 - 6.25 EURO.
I would like the casino to review the transaction in question, the game play leading up to this transaction and monitor screen grabs available to verify that I have not breached the terms and conditions. In turn, I would therefore appreciate they return the funds my account so I can continue to wager them, fairly!!
Thank you
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