I apologize. I thought I was clear about this in my original post.
I deposited $8200 and got a $2500 bonus on November 2, 2019. I began to bet all of that money. On November 21st, I had completed my rollover for the bonus, which was approximately $100,000 in wagering. Probably closer to $120,000. At the time I finished the rollover, I had approximately $31,000 in my cash balance and $23,400 in my bonus balance.
The way DSI works is that after you have finished the rollover, you have to ask them to manually transfer your bonus balance into your cash balance, and then you can cash all of your money out. That's what I did. I asked customer service to transfer the $23,400 from my bonus balance into my cash balance because my rollover was done.
At that point, they told me that they had changed their bonus policy on November 7th, and that I could only transfer $10,000 to my cash balance. You can still see this reflected on their website here, if you click the drop-down menu for Cash Bonus Rollover Conditions:
https://www.betdsi.eu/betting-rules/house-rules/. The previous rule said that the maximum cash out for a bonus was $25,000. On November 7th, they added a bunch of language limiting it to $10,000 for accounts that were opened after August 1, 2019, which mine was. At the time I deposited, on November 2nd, the rule was that I could cash out up to $25k. They modified this rule after I had deposited and started betting, and they sent no notice except in this obscure part of their website.
After customer service told me I could only cash out $10,000 of my $23,400 bonus, I complained over the phone and then sent a long email telling them that it was unfair and they bait-and-switched me, in addition to freerolling me since I already had over $10,000 in my bonus balance when they made the change.
Their response to my email complaining about this bonus policy was to forfeit
my entire $23,400 bonus balance. They didn't even give me $10,000. They took it all, just wiping it out from my account. They left my $31,000 cash balance, which I was later able to withdraw. Their justification for taking my entire bonus balance was that I was a "sharp player" and their bonuses are only for recreational players.
I know this is a bullshit justification because they never bet-limited me or did anything to suggest that they thought I was a sharp player. I was also betting major sports, no in-play stuff, and I'm sure it was obvious to them that I'm not sharp. It was only after I had won all of this money, completed the rollover, and wanted to collect that money that they made up this crap about me being sharp and stealing my money. It was a 100% freeroll on their part.
I hope that clarifies everything.