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Good day,

I have registered as a new customer at 20Bet. € 100 deposited, € 100 bonus received. I made a profit of € 7,900. When I tried to withdraw the amount, it was declined even though the amount could be withdrawn. When I got in contact and asked what the problem was, I was boldly answered: you violated the rules and broke the 5 euro stake rule, so we can keep your winnings. I'm sorry, what???? According to this logic, which is more than ridiculous, according to the rule, I am entitled to the profit I won with 1 €, 2 €, 3 €, 4 € and 5 € stake ??? They can't just take everything from me, but only what was or not the € 5 stake? Ask for your help and advice. Thank you 🙏🏻

Guten Tag,

ich habe mich als Neukunden bei 20Bet registriert. 100 Euro eingezahlt, 100 Euro Bonus erhalten. Ich habe einen Gewinn von 7900€ gemacht. Als ich den Betrag auszahlen wollte, wurde es abgelehnt obwohl der Betrag auszahlbar war. Als ich Kontakt aufgenommen habe und gefragt habe was das Problem sei, hat man mir dreist geantwortet: sie haben die regelt verletzt und die 5 Euro Einsatz höchst Regel gebrochen, damit dürfen wir ihren Gewinn behalten. Wie bitte???? Nach dieser Logik die mehr als lächerlich ist, steht mir der Gewinn zu den ich mit 1€,2€,3€,4€ und 5€ Einsatz gewonnen habe doch laut Regel zu??? Die können mir doch nicht einfach alles nehmen sondern nur das was über den 5€ Einsatz waren oder nicht? Bitte um eure Hilfe und Rat. Danke 🙏🏻

Dear Nemanja,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://20bet.com/information/bonus-terms:

„The maximum bet with an active bonus is €/$5, unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, 20bet reserves the right to cancel the bonus and the associated winnings."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. However, I would like to emphasize that maximum bet rule has to be followed the entire bonus wagering.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thanks for the answer! Unfortunately, the entire € 7900 was taken from me and kept by the casino .. what about the winnings I made with € 1 € 2 € 3 € 4 and € 5 stake? Aren't they my due because the rule wasn't broken? thanks

Danke für die Antwort! Leider wurden mir die kompletten 7900€ genommen und vom Casino behalten.. wie sieht es aus mit den Gewinnen die ich erzielt habe mit 1€ 2€ 3€ 4€ und 5€ Einsatz? Stehen die mir nicht zu denn da wurde die Regel doch nicht gebrochen ? Danke

As I mentioned earlier, I would like to emphasize that the maximum bet rule has to be followed the entire bonus wagering. If you are aware of placing any greater bets than the allowed ones any time during the completion of bonus wagering then the entire profit will be voided.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Dear Nemanja,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.