Mr Play — player complaint #60726, 2023-01-17: bonus terms

Hi, I registered at this casino in February 2022, via a third-party ewallet promotion. When I read both terms and conditions through the third party promotional offer and the welcome offer through the website, one offer had a maximun win rule of 500 euro and the sign up offer through the ewallet had no maximum winnings. I can provide a picture, I did not claim the original welcome bonus offer through the casino and it was still available to claim. I understood that general terms and condtions are always applicable. That information might be irrelevant to this complaint as both terms and condtions stated a maximum bet rule of 4 euro / 0.50 per line / not betting more than 15 % of the bonus. For my deposit of 150 euro, I got a bonus of 150 and I never bet over the 4 euro rule. I requested a withdrawal of 2050 euro on February 5th 2022, and on February 8th my funds were consfiscaed. Apparently I broke the max win rule which was not true. I requested for more information on chat, and the chat rep claimed that my funds were confiscated because I bet over 4 eur; and this was the only information she could give me when I asked for proof. I never broke this rule. I can provide screenshotsin this complaint including the conversation screenshots with the agent, unfortunately the casino does not send you a transcript. I would also provide a game long, but unfortunately the casino does not allow the player to check the games logs older than a month. Pogg, can you help ?