Casino Complaint Non pament on withdrawal

This is my reply after receiving the email denying my cash out:
This is absolutely wrong.That money was was won in a tournament which I was allowed to enter using loyalty points earned playing from previous deposits. You can't play these tournaments without loyalty points and you can't earn loyalty points without making deposits, so how do you consider this to be a bonus? I was able to cash out because I completed the $600.00 play through and forfeited the $15.00 tournament winnings. This is so typical of Bella Vegas. They always seem to find a way from paying out which shows in their track record.They have been powered by so many different software systems for this very reason; they don't payout..There's one guarantee you've earned over this and that's a lot of bad press. How anyone can work for a casino that treats it's customers like this is beyond my comprehension.
Discouraged and totally upset customer,
Dale Rusin
It took over a week and 5 emails of sending in required documents to get the disappointing news.

I don't think I've heard about them before. Bella Vegas, what software are they using?

You wrote something strange in there...that you can't play tournaments without loyaltypoints

Most casinos do have a turnover on loyaltypoints. What does their rules say about theirs?

It's Betonsoft - part of Grande Prive group, which unfortunately has a pretty bad reputation.