Once again, maybe I don't understand.
But a clip from your earlier email to me states
[as followa
"Goods morning Amyn,
I
I hope everything is well and you had a great evening!
I tried my best to help out but hope you understand that I’m not able to overturn the final decision of our security/compliance department. Sorry about that
. I hope you can put yourself in their position and can understand that applying T&C with the same measure for all our customers is the most fair approach they can take. Once again I’m truly sorry that has happened to you.
Alternatively, I would like to shed some light on the communication you had with our support. The withdrawal process in our platform works as follows :
If the withdrawal amount is less than €2500 then our colleagues from support will be able to approve it. However, if the withdrawal is higher than €2500 then our security/compliance department has to approve it and this might take a bit longer because they need to check if everything is Ok.
The end
My notes
ABOVE IS ONE MAIL FROM THE CASINO AND BELOW IS THE Post
Am I going nutty or for a withdrawal of 1950.as per above terms, should have been processed and either the below or above is an outright LIE
AND ALSO it proves support new and intentionally lied that there was no problem when they knew there was a problem
IF I'M WRONG PLEASE SOMEONE EXPLAIN TO ME.
Lets see who will catch the discrepancies and how many of the casinomeister members are on the ball.
Below is the post.
According to your chat with our support (attached) I noticed that Rebecka explained to you how the withdrawal process will work in your case.
QUOTE=RedBetManager1;689155]Hi bdbro,
As
As promised our security/compliance department investigated further and according to our records, it seems that you breach our HeyPoker terms and conditions.
For a winning with bonus money to be legitimate it is needed to follow our rules regarding bonus offers. One of the rules is that you cannot bet with more than €5 per spin when wagering a bonus. This goes against our TC's:
Link Removed ( Old/Invalid) :
“7.2 In relation to certain games, bonus money must be wagered by the Player a certain number of times before any winnings resulting from the bonus money can be withdrawn from the Player’s Account (called a turnover requirement). The highest wager allowed when using bonus money, until the turnover requirement has been fulfilled, is 5 euro (50 SEK) per spin and 50 eurocent (50 öre) per betting line. For the purposes of this requirement, a spin is defined as a roulette spin, a hand in any table game, a wager in Video Poker, a spin on a game machine, a lottery ticket or a corresponding game in the casino. Any bonus money wager that exceeds the above limits constitutes a breach of these Terms and Sections 4.1 and 12.1 shall apply. The turnover requirements are described on the Site (
www.redbet.com/sv/promotions). The Player is responsible for ensuring that the Player is aware of the terms and conditions of the turnover requirements at all times.”
According to our records you have made several spins above €5 in order to fulfill the wagering requirement, therefore the winning that you received from the bonus offer is not a winning we can count as legitimate.
Finally, regarding your comment below I already explained to you that our colleagues from support cannot approve any withdrawals until they don’t have the “go ahead” from our security/compliance department regardless of the amount.
That said, if there is anything we can do to make your playing experience in our platform more joyful please do let us know.
Thanks and kind regards,
Marius