I am seeking assistance regarding a dispute with CasinoPrestige721, operated by Aurevia IT Group, concerning the voiding of approximately £700 in winnings.
The operator alleges that my winnings were voided due to a breach of bonus terms. However, despite extensive correspondence, they have failed to demonstrate how or when any breach occurred and have repeatedly refused to provide supporting evidence.
Specifically:
• I have requested a per-bet breakdown showing which wagers were allegedly placed while a bonus was active.
• I have requested confirmation of when the bonus was deemed active and when it was exhausted.
• I have requested an explanation of how wagers were allocated between bonus funds and real-money balance.
The operator has explicitly stated that:
• internal audit calculations and system-level wagering logic will not be disclosed, and
• frontline support is unable to provide any evidence supporting the alleged breach.
As a result, the decision to void winnings is being maintained without transparency, evidence, or the ability for independent verification.
In addition, when I directly asked the operator to confirm:
• who their regulator is, and
• under which licence they operate,
they refused to disclose this information, stating that licensing and regulatory details could not be shared directly. This refusal occurred despite regulatory identification being a basic transparency requirement for any licensed gambling operator.
Throughout the complaint process:
• Live chat initially confirmed the case was “under review,” then reverted to a “final decision” without explanation.
• Live chat was closed multiple times immediately after I requested evidence or escalation.
• Communication was terminated immediately after I formally notified the operator that this constituted a legal dispute regarding withheld funds.
I have exhausted all internal complaint channels. The operator has refused to evidence its claims, refused to identify its regulator when asked, and has unilaterally closed communication.
I retain full records of my betting history, bonus terms, withdrawal refusal, and complete live-chat transcripts. I am seeking independent review and assistance due to the operator’s continued refusal to engage transparently or substantively.
y.http://Casinoprestige721.com
https://drive.google.com/drive/u/0/folders/1r-1pbMPByBTzLvjcscMXoEzskRCZtPR5
evidence in drive above
