Lucky Luke Casino - プレーヤーは制限されたゲームをプレイしたとして非難され、彼の賞金は没収されました。

I made a 500e cash deposit with no bonus.  After having a few nice hits i withdrew 9000 euro.

Got an email today saying my withdrawl was declined, my winnings confiscated, and my deposit refunded for playing games not allowed with an active bonus.

Since The deposit was all cash, how can i be denied for this reason ?

Dear Scott,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked the bonus terms, and this is what I found: "You have the right to choose not to receive any bonus. In this case, please contact our Howdy Team BEFORE starting to play so they can exclude you from our promotional program." 

Please, could you forward us any relevant communication between you and the casino, proving, that you have opted for a play without any bonus? Afterwards, we will contact the casino and ask for their help resolving this issue. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Scott,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.