I posted in gambling but was told to post here as well
I deposited 25 mBTC into my account in January. I accepted a bonus that came with a 700 mBTC rollover. After months and months, I finally completed the rollover. At completion, I had 143 mBTC in balance with an addition 22 mBTC in pending wagers.
I submitted a withdrawal request of 50 mBTC in November. After weeks, on November 26th, I received an email starting that my request had been cancelled. After contacting support, I was told this was due to a domain change. Then, it was requested that I submit another withdrawal. I did so, but could not get an update for weeks. Finally, after an 18 day wait after my second request, I was told to mention Russell, the manager, in the subject of my email to get some help. To my surprise, hours after sending the email, the funds landed in my account.
To my surprise, I woke up to the following email:
"Thanks for reaching out to Customer Service, we are glad to see your withdrawal request was completed and paid out.
Now, this contact is to give you visibility to the fact that any exceeding funds from the bonus you received are forfeit and collected.
According to our bonus T&C:
Unless otherwise stated, any Bonuses granted have a 3x Rollover requirement associated to any winnings obtained from it and the first withdrawal after claiming a Bonus will be limited to a maximum of 40 mBTC. If your resulting balance exceeds this maximum withdrawal amount, any excess funds, except for your previous deposit’s amount, will be removed from your balance at the time of the withdrawal request.
Considering your deposit's amount was 24.5657 mBTC, and you receive a withdrawal for 50 mBTC, 10 mBTC more than the maximum amount you can receive from a bonus; we adjusted your available balance and left your pending bets active, they will run it's regular course and be graded when the regular season ends.”
I expressed my dissatisfaction with the situation and requested it to be reviewed again. I was told by both Andrew, a support agent, and Russel, the support manager, that the decision will stand.
I looked up the T&C from my initial deposit and it is clear that they changed terms to void my payment.
I have the T&C from my time of my initial deposit archived.
https://web.archive.org/web/20250114090726/https://nitrobetting.eu/terms-conditions/In the original, under deposits and withdrawals, point #16:
"In case of winnings from bonus funds (non-deposit bonuses), a maximum withdrawal amount will apply. If you request a cash-out from bonus winnings, you may only withdraw the maximum allowed and the remaining amount from your winnings relating to the bonus in question will be voided."
My bonus was directly tied to a deposit. Terms when I signed up clearly state any voiding of payment will be for bonus funds obtained through non-deposits.
I am not sure where to go from here. 93 mBTC stolen from my account during the holiday season.
