Casino La Vida - account closed and 33k usd confiscated

Ruling

Unresolved - Casino La Vida were willing to discuss the list of problems with this players account, but unwilling to provide supporting evidence to verify their claims. As such I'm left with the casino telling me one thing while the player tells me another an no way to tell which party is in the right. As such this complaint has been marked 'Unresolved'.

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Player's Complaint

My name is [EDIT].

I created an account at Casino La Vida last week Friday May the 30th. I deposited $450 and got their 100% welcome bonus of another $450. I started playing slots with bet sizes 25 to 50. At some point I started winning so I kept playing. I played 3 different slots. Eventually I reached a balance of about $31k, and stopped. I was sure that I had more than completed the wagering requirement for the welcome bonus so I requested a withdrawal for $4k and then played some more. I think I won about $2k more and stopped.

On Monday June 2 I logged to my account and got a message that my account was temporarily locked and that I should contact support with some error code (101 I think). They had not sent me an e-mail or something. I spoke to live chat and after more than 1 hour with the representative not being able to find my account, then asking my account number (I could not see my account number, you use your e-mail to log in to the casino) she said she found the account. Then she said that the account was closed stating that there were some discrepancies found that she could not share with me. Eventually I asked her to send me an e-mail with the details and reasoning behind their decision and left the chat. Two days ago i got the following e-mail.

Hi [EDIT],

Thank you for contacting Casino Support.

I have reviewed your account, and it has been locked by the Player Security Department as a result of discrepancies they have picked up on the account. Unfortunately account cannot be unlocked as their decision is final. Sadly the player that The Player Security Department does not provide detailed information behind the decision in the interest of protecting our security processes.

Please contact us again, should you have any further queries.

Best Regards

[EDIT]

We support Responsible Gaming

Important Notice: The billing descriptor on all transactions to and from your casino account will now appear as www.Seabrookltd.eu. Speak to a representative for more information.

Non Toll Free World Wide Number : 1-888-885-4517

E-mail: support[@]casinosupport.eu

They essentially said nothing about why my account was closed, just stating that their decision is final. I don't know what to do, I do not believe I did anything wrong, I just happened to win big. I hope you can help me sort this out. My e-mail and casino login name is [EDIT]. Contact me for anything else you need.

Thank you,

[EDIT].

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