Casinos are always protected by their terms and conditions. It's a problem for a casino which hasn't made it's name yet but when a casino earn a reputation we respect their decision because of their long term loyalty to their clients.
I do not agree with some terms casinos have. I feel like some things are a blanket term that gives a casino outs to take a large win away from a player.
I do agree too. Terms are like we reserve the right to confiscate any winning, we reserve the right to cancel any bet and many more one sided terms are to protect their business. I am not sure legally a company really can say it. But we all understand, casino makes money out of the loss from their clients. They are happy when customers lose money and worried when they win. They ensure everything is in right place to make as much as they can.
Multiple accounts is bullshit. If someone has created multiple accounts cheating a bonus or promotion, then ban said user and their alts. Don't allow a user to keep depositing or something like that, then they get a win and get fucked out of it. If they have multi accounts and you allowed them to deposit, then on that deposit they won without cheating, pay that man his money period.
I liked one explanation from one of the casino who advertise on the forum and I understand it. They usually can not check every customers one by one because it's almost impossible to continue with the volume of clients. They set some flags especially when a client request a withdrawal. The algorithm of the flag alerts them when something is not right. That's when they act.
When sites are getting their games from a 3rd party like the slots on most casinos, sites have to wait for a response from the provider if there is an issue. 3 weeks plus seems a bit nutty to me. I feel like the 2 parties should be able to get on a video chat and solve a problem in a much faster time frame(like a couple fucking days) vs emailing back and forth and someone answering whenever they please.
My best guess was they were not finding any fault from the user. They are lucky that the user lost his patience and admitted he used bug on their site.