Bet Ninja Casino - Os ganhos do jogador estão sendo confiscados.

I am filing an official complaint against Betninja Casino for the unfair confiscation of my £300 winnings. The casino claims that I breached the maximum wagering limit (£5) by purchasing a "Bonus Buy" feature for £20. I strongly dispute this decision based on the predatory design of the casino's user interface.

Before I made the £20 purchase on slots, my account balance had already been officially shifted by the casino's automated system from the "Locked Balance" and "Bonus Balance" fields to the "Withdrawable Balance" field. Both Locked and Bonus columns displayed exactly £0.00, while the Withdrawable column showed £300.00. 

As a user acting in good faith, I took this as an official and definitive confirmation from the platform that all wagering requirements were 100% completed, the bonus was no longer pending, and the funds were clear, real cash. The system allowed me to place the £20 wager without any automated warning or restriction, which confirms that from a technical standpoint, the bonus restrictions were lifted on my front-end profile. 

Furthermore, I have a substantial active sports bet of over £100 placed on the France vs. Senegal football match. This wager was placed entirely using funds from my "Withdrawable Balance," meaning it was a real-money cash wager independent of the active slot bonus. The casino is now unfairly holding these sports funds in jeopardy as well.

It is unacceptable and deceptive to display funds as completely unlocked and available for withdrawal, only to retroactively confiscate a player's balance by enforcing hidden terms after the fact. If the casino claims that my bonus was technically still "pending" on their back-end until a physical withdrawal is processed, then their user interface is intentionally misleading and fraudulent. 

I demand that Betninja Casino either pays out my full £300 winnings that were shown as "Withdrawable," or rolls back my account status to the previous fair balance of £780 so that I can continue playing without the unintended wager. Leaving me with just a £20 deposit and confiscating the rest is complete theft.

now I had another win 115 from football bets so in totall 415

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any pop-up notification or confirmation that the bonus wagering requirements were completed and that the bonus rules no longer applied?
• Could you please send me a screenshot of your bonus history showing the specific bonus that you allegedly breached the rules of?
• Please also request the casino to provide you with your gaming history in Excel format, starting from the moment you activated the bonus up until the moment you placed the £20 bet. Once you receive it, please forward the file to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Josefszamko1997,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru