The casino froze the funds without valid reason

[FinGamer88]

 

Hello

I received the following email from a casino where I won a significant amount of money:

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Dear X

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €61,000.78 has been removed from your balance due to the breach of the following Terms & Conditions:
 
12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”) ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.
 
Do not hesitate to contact us in case you require any assistance.
 
Kind regards,

Customer Support Team

 

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I asked them kindly to be more specific what terms I have violated but no answer.

I certainly haven't acted against the terms because:

1. I have not use VPN. I don't even have one.
2. I have not used forged documents. Im fully verified customer in their casino. 
3. I have not used any bonuses. Deposited only raw money.
4. I have not involved in any fraudulent, collusive, fixing or other unlawful activity in your casino. All rounds played can be seen in the game history.

I have one withdrawn  funds from this casino before with no issues.

How should I proceed with this? Thanks for the tips.

I won't reveal the name of the casino at this point.

 

Thank you!