Hello.
I have won 20BTC with deposit of 0.26 btc(on slots). Here my problems started... After trying to withdraw they asked for KYC, I have sent ID + utility bill, they asked for new utility bill I have sent, they asked for photo with me holding id close to face - I have sent, have conversation for about an hour with manager I have replied to all his questions... then they have sent me e-mail that my verification failed (all what they wanted has been approved by someone) and other things like that I have more accounts, I have bet too high (they found rule about 6mbtc max bet which is ridiculous if they give 1000 in bonus...) and that my friend which has sent me money for deposit (I have exchanged money for usd with him) has been playing on their casino ( yes ) excuses by excuses... now they owe me 19.2 btc which I has been trying to withdraw for 1,5 month and they always decline with message declined because of security review.
Please someone help me to deal with that.
I have one question for you:
Did you bet more than 6mbtc per spin while you had an active bonus?
If so then your shit out of luck buddy. The term is clearly laid out on their website in the Bonus terms and conditions. Whether you think its ridiculous or not if you broke the term while using the bonus to obtain your 20BTC balance then you clearly have no case. It's up to you the player to carefully read any terms and conditions when you accept a bonus at any online casino. Most have a term in place that limit the amount you can bet while using an active bonus. And at most fiat online casinos this amount is usually much less and is also very common practice.
Next time you take a bonus at any online casino read the terms so you don't break the rules again. This was a very costly mistake you made yourself.