Could someone please advise me on a problem my partner encountered with a malta based online casino. He deposited $25.00 aud under the welcome bonus which as you know requires a play through. Now on saying this once youve done the play through you are then allowed to make a withdraw of 6x your original deposit which would total to $150.00aud and the remainding balance would be forfeited no matter what the left over balance is. This is where it gets heart breaking. Now my partner ended up winning a total of $32,658.00 aud. He and i were extatic. Now following this we logged into live chat suppot where they congratulated him and asked him how much he wanted to withdraw from his gaming account and into his bank account which he had joined up using poli. He told live support he wanted to withdraw $30,000.00 which left him a total of roughly $2,658.00. They then asked him if he could email i.d verification i.e drivers licence, bsnk account details etc. Which he did. About 2 hours later he logged back in and played down the remaining balnce of $2,568.00 to $0.00. So the next day he rang through to the xasino to ask if they had recieved his i.d documents in which he was once again congratulated for his win. Yes they had recieved his i.d documents and they wanted yo confirm his bank details which he did. So we waited 48 hours after that conversation and in his bank account was a deposit from the casino of only $150.00 aud. We contacted the casino and then they hit us with the "sorry but you joined up on the sign up bonus so your only entitled to 6x your original deposit and all remaining balance would be forfeited. Now correct me if im wrong. My partner joined up on the welcome bonus. Not the sign up bonus. And they led us to believe he had actually won and they did this for the next 3 days after his win. Only to turn around on day 4 and start throwing rules and conditions in our faces. Rules and conditions ehich they had broken from the get go of the win. The playthrough rules say once playthrough requirements were met then you would be able to withdraw 6x the amont u originally deposited and the remaining balance would be forfeited. However after congratulating him. The left the $2,568.00 in there for him which by their rules and conditions sgould of been forfeited. But they left it in there for him to keep playing. We are trying to dispute this as its hurt my partner and broken him. Of course the casino has thrown every excuse at us even to say that because the account was a new account that it is at managements discretion and is final when it comes to payouts. So please if anyone could give me some advice please it would help me to fix my partner who is broken over this. Thank you

Regards

fightforit77 (Heather)