Impressario Casino - プレイヤーの賞金は没収されました。

My winning was voided by casino. They paid only deposit amount. As they explained : "We are writing to you regarding your withdrawal request of €812.00. Unfortunately, we had to decline it due to a breach of our Terms & Conditions Therefore, your withdrawal request was declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance."

I couldn't get more detailed information from them to understand what was wrong. I was registered on 18.02.2025. It was my first deposit and the first winning in the casino.

Dear irianmariaelena,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what games you played?

Did you accumulate your winnings with or without a bonus?

Has the casino explained in more detail which rules you allegedly breached?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for your response.

I plaid slots, exactly Bookie of Odds and Mine Island.

Yes, I used bonus but also deposited real money.

Yes, I passed verification process.

I got only the following explanation from casino:

We are writing to you regarding your withdrawal request of €812.00. Unfortunately, we had to decline it due to a breach of our Terms & Conditions Therefore, your withdrawal request was declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance.

Could you please send me a screenshot or a link to the bonus you activated and played with? Was it a deposit bonus or a free no-deposit bonus?

Have you made any successful withdrawals from this casino before?