good to know you got your depo back, but were you in profit when you asked for the withdraw? if they closed your account to avoid paying wins, that should be a huge red flag.
From the screenshot the user sent, it looks like they deposited to activate the bonus. On discovering the higher withdrawal requirement of 45x turnover, they decided to withdraw their funds without playing but encountered issues doing that.
The user will need to confirm, but it looks like they did not get to play or win.
Would have been best to allow the user withdraw their deposit without closing their account, except they violated a rule.
- Jay -