Need help please!

[Pxpain]

Please please I need help! I deposited at goldwin.com first deposit bonus. Then I played all through correct and played 2 weeks every day with that real balance. Then I withdrawal total 4000$ and they send me that email:

 

Hi Manuel,

 

Please be informed that the winnings on your account have been voided on initiation of Withdrawal, according to our Terms and conditions (see below):

 

 

GoldWin rules forbid abusing bonus offers. If such abuse is discovered, the casino has a right to confiscate the winnings and deny the player any bonus access.

 

GoldWin reserves the right to label a player as a "Bonus Seeker" if GoldWin Casino, at its absolute discretion, believes that the player has abused the promotions. Instances include, but are not limited to the following:

* A player only uses bonuses to play on the account;

* The bonus amount is greater than the total amount deposited by the player;

* A player plays with, or attempts to play with, more than one bonus in 24 hours;

* A player plays with bonuses while withdrawing amounts from the deposits that have given access to those bonuses; or

* A player repeatedly used a promotion

 

If we reasonably suspect that a player is engaging in promotional abuse, we reserve the right to take any or all of the following actions against such a person

* Void all funds in the player’s account

* Void any bonuses and pending bonuses

* Terminate the player’s account

* Revoke your eligibility to receive any bonuses and participate in any promotions

 

The deposit of 100 USD was left in your balance and you can keep playing.

 

 

Best Regards,

Finance team

 

What can I do? I played all correct with the rules.

 

thanks for your response!!!

[PokerStars]

I check the T&C of the casino above and found 

7.27

Quote

1. Unless otherwise stated, the maximum withdrawal from a free bonus is EUR 100, USD 100, CAD 100,NOK 1000 or the equivalent in any other currency.

7.32

Quote

1. GoldWin reserves the right to label a player as a "Bonus Seeker" if GoldWin Casino, at its absolute discretion, believes that the player has abused the promotions. Instances include, but are not limited to the following:

   * A player only uses bonuses to play on the account;

   * The bonus amount is greater than the total amount deposited by the player;

   * A player plays with, or attempts to play with, more than one bonus in 24 hours;

   * A player plays with bonuses while withdrawing amounts from the deposits that have given access to those bonuses; or

   * A player repeatedly used a promotion.

7.34

Quote

1. If we reasonably suspect that a player is engaging in promotional abuse, we reserve the right to take any or all of the following actions against such a person

   * Void all funds in the player’s account

   * Void any bonuses and pending bonuses

   * Terminate the player’s account

   * Revoke your eligibility to receive any bonuses and participate in any promotions

 

I don't think there is "something" to do in this case.

[Pxpain]

Ty for answer.. I deposited 100$ and got a 200% match bonus. So I had 300$. Then I wagered all correct and want to cash out..

[dirtystack]

It’s not a “free” bonus as it required a deposit. The “free bonus” quoted from the T&C’s looks like it relates to non deposit bonus/non deposit free spins.

did you take a sign up bonus of freespins or a small bonus amount for registering and then go on to collect a deposit bonus also?

If the answer to the above is NO, and you only deposited £100 and took the 200% deposit bonus then you should absolutely try to get your winnings.

Best case: you get you winnings.

Medium case: you get some meet in the middle portion of your winnings.

Worst case: you get nothing but their is a record of a complaint and it could possibly lead to a rewording/reevaluation if their terms and conditions and possibly stop the same issue happening to another player.

Can assist you if you like but expect it to take months to get anywhere.

I don’t know why pokerstars is referencing the ‘free bonus’ as a deposit bonus is not the same as a free bonus. The rule stating ‘the bonus amount is greater then the deposited amount’ flies  in the face of any ‘fair and open’ legislation as it potentially sets you up to fail from the outset considering they offer a 200% deposit bonus.

 

I would definitely follow complaint procedures and try to effect some change.

Having said that, I don't see any UKGC licence so it will be difficult to get anywhere.

 

[Pxpain]

Thank you, yes I see it like you. I just took 200% first deposit bonus and no free spins or free money. 

 

Please can you tell me what I should do next/first in your opinion?

 

thanks!