Managed to get hold of them on Live Chat. Transcript below.
Me: Hi Michael
Michael: Hello
Me: I took part in the midweek steps promotion, I finished it then jetted off on holiday. I’ve just come back to find the withdrawal cancelled and my balance adjusted to $800…
Michael: May I ask your username please?
Michael: One moment please...
Michael: To be able to assist you, for security reasons, please confirm the following information:
1. Your date of birth
2. The first line of your home address
3. The answer to the following question:
Michael: Thanks for confirming the details
Michael: As per our terms and conditions, the promotions has been canceled and all the winnings have been removed
Me: Can you tell me which terms and conditions please. Could you also tell me why you have removed winnings from wagers with my own money?
Michael: The withdrawals requests have been declined and the money is in players' account
Me: Michael are you there?
Michael: You can find the terms and conditons here
Michael: Terms & Conditions
1. The promotion “Midweek Steps” is available for all PKR Games players.
2. To qualify for the promotion you must wager the qualifying bet amounts on the qualifying games during the qualifying periods.
3. Wagering with free bets will not count towards the promotion and wagering on play/demo games will not count.
4. Free Bets will be credited instantly as soon as you qualify for each free bet amount and will be valid for 3 days from issue, if not used within this time they will expire.
5. Midweek Steps free bets will be available to use on all slots at PKR Games.
6. General Bonus terms apply in addition to the terms listed here.
7. PKR reserves the right to take action against any player we believe has abused this offer in any way.
8. PKR reserves the right to withhold any bonus payment if it believes that the offer has been abused and/or where the terms of the offer are not fulfilled, or any irregular wagering patterns are found.
9. PKR reserves the right to withdraw or amend this offer at any time, without prior notice. The decision of the PKR management team is final and no correspondence will be entered into.
Me: So has anyone been paid out for their wagers from cash and/or freebets during the promotion period, or did you restrospectively remove all winnings as you have done with me. It's a bit worrying as I would have made a profit without the freebets, yet that's been removed too.
Michael: I can not disclose others players informations
Michael: I understand your point and I appreciate your comment
Me: Also, there was no option to opt in or out of this promotion. If I had played and won, with or without freebets, it seems you would have removed winnings - seeming as you removed winnings from my cash wagers and not just my freebet wagers.
Michael: I understand and again apologies fore the inconvenience
Me: Do you have a complaints procedure or would one have to follow up with IBAS/UK Gambling Commission?
Michael: You can access it by clicking on this link:
Me: Thank you for the assistance Michael.
Me: Goodbye