Sin Me Casino - プレイヤーの賞金は無効になりました。

I won45 euro and the site voided it and withdrew winnings. The reason being that they said that I had to stake 1 X my deposit amount first (being 20 euro). I have disputed this as I bet at least 50 or 60. You cannot view gaming history on the site and I have requested to see this info, it has been denied. 

They have since said more than once they will not provide this info and refuse to answer any more emails. 

Dear Stephen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do that, please could you confirm that you haven’t redeemed any bonus prior to accumulating your winnings? I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi, I confirm no bonus was in place, there was a welcome bonus, but that was a long time before and long elapsed.

Thank you very much Stephen for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stephen,

I contacted the casino, so hopefully we will receive some answer soon!

Thank you for being patient.

Hello Stephen,

I haven't receive any response so far. I am extending the timer by 7 days. If the casino fails to respond in the set time frame, we will be forced to close the complaint as ‘unresolved’.

Thank you for the update, if they haven't responded by now I doubt they will in the next few days. What happens after that? What are my options?

Hello Stephen,

Unfortunately, if the casino doesn't reply, we will beforced to close the complaint as unresolved. This will have a negative influence on the casino's rating and your complaint will be shown in our review, so all other players can read about your experience. I completely understand this is not a satisfactory solution for you, but when the casino isn't responsive, we aren't able to continue our investigation.

Hi Stephen,

I am sorry, but the casino failed to respond to my messages, and we aren't able to resolve this case without help from the casino. I have to close this complaint as 'unresolved'. 

I apologize I couldn't help you and I hope you won't come across a problem like this again.