Dear Papoc,
Thank you for your feedback. We have carefully reviewed your situation and would like to clarify a few points.
• The casino's bonus policy requires fulfilling certain conditions before withdrawing funds.
• According to section 4.2.5 of our rules, any violations related to bet manipulation or game mechanics may result in the cancellation of bonus winnings.
• Your account was checked, and at the time of processing the withdrawal, we detected actions that fall under this clause.
• We requested the full game logs from the operator providing us with the BGaming provider.
• After verifying that there were no manipulations with the bets affecting the RTP, and only bonus buys (which are allowed by our rules) took place, we have credited your funds back to your balance.
You just need to re-submit your withdrawal request.
Thank you for your understanding!
One the one hand it's good that you implemented a common sense decision on this case, but it's not fair for anyone to have to go through such a meticulous process of documenting everything, being lied to and even having his requests denied repeatedly.
Next time test your rules before you put them out publicly. Hire some pen testers, do some bets testing etc. What if OP didn't have the time to write this report? Would you have continued to ignore him? You should have requested the logs in the first place.
Since you're a new casino you deserve a second chance but you should also be more lenient on users that trust you while you're new.
Anyway, please learn from your mistake.