would like to file a complaint regarding the confiscation of my winnings by Amonbet following my withdrawal requests on 25 June 2024.
On that date, I deposited €50 and claimed a casino bonus. I completed the wagering requirements and then submitted several withdrawal requests, totalling €13,700. All of these withdrawals were rejected.
The casino later informed me that my winnings had been confiscated because I had allegedly exceeded the maximum allowed bet of €5 while wagering the bonus.
However, I believe this decision is unfair for the following reasons:
During the wagering process, I contacted Amonbet’s customer support several times to ensure that I was complying with the bonus requirements.
Their support agents informed me of my wagering progress and confirmed how much wagering remained.
I specifically asked whether I would be able to withdraw my balance after completing the wagering requirements, and their support agent replied that I would be able to do so.
In a later conversation, after checking my account, another support agent again confirmed that I could withdraw the funds in my account.
At no point during these conversations was I informed that my bonus had already become invalid due to an alleged breach of the maximum bet rule.
Only after my withdrawal requests were rejected was I told that my winnings had been confiscated.
Furthermore, although I have since seen a screenshot mentioning a €5 maximum bet rule, this restriction was not clearly presented to me when I accepted the bonus. I was never specifically warned about this limitation, nor was I prevented by the system from placing bets above €5.
I have asked Amonbet to provide:
the exact bonus that was active on my account on 25 June 2024;
the bonus terms that applied at that time;
proof that these terms were presented to me when I accepted the bonus;
my betting history;
and the exact game rounds, dates and stake amounts on which they base their decision.
To date, I have not received this information.
I respectfully request that you review this case and determine whether Amonbet acted fairly by confiscating my winnings, particularly considering the repeated confirmations from their own customer support that I would be able to withdraw my balance after completing the wagering requirements.
I can provide screenshots of the chat conversations, withdrawal history, and all correspondence with the casino to support my complaint.
Thank you for your time and consideration.
