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I made a withdrawal request on June 24, 2024, expecting my generated winnings. I received an email in English, translated as follows: "Upon reviewing your withdrawal request, we see that several bets were made that exceeded 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed."

Therefore, we have canceled your withdrawal request and voided the winnings.

We apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.

I deposited an amount of money with a bonus in spins, played for several days, and won 5000 spins. I made a couple of unintentional errors when switching games, which changed the bet value, but I did not gain any substantial benefits or winnings from these errors. My 5000 spins were of small amounts, and therefore, I believe I did not violate the bonus terms and conditions.

Realice un retiro el dia 24 de junio del 2024, en espera de mi ganancia generada, me llego correo en ingles traducido Al revisar su solicitud de retiro, vemos que se realizaron varias apuestas que superaron el 10% del bono acreditado en su cuenta. De acuerdo con los Términos y Condiciones de los Bonos, esto no está permitido.

Por lo tanto, hemos cancelado su solicitud de retiro y anulado las ganancias.

Pedimos disculpas por cualquier inconveniente y decepción, y te invitamos a seguir jugando en nuestro sitio.

deposite una cantidad de dinero con bono en giros, jugué varios dias y obtuve una ganancia, de 5000 giros, tubé un par de errores involuntarios al cambiar de juego en el valor de la apuesta en las cuales no obtuve beneficio ni ganancias sustanciosas, mis 5000 tiros fueron de cantidades pequeñas. por lo que considero que no viole los terminos y condiciones del bono

Dear Richi21,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with your withdrawal request.

To help us better understand your situation and work towards a resolution, could you please provide us with the following additional information:

• Could you provide details of the specific bets that exceeded 10% of the bonus credited to your account?
• Have you received any further communication from the casino regarding this issue since the initial email?
• Could you share screenshots or copies of the email communications and any relevant game history?

However, please note that if you placed several bets that were greater than the maximum bet allowed by the casino's terms and conditions, we may not be able to assist you further.

If you have any additional relevant communication or documentation regarding this issue, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have established communication with bcasino, but they only tell me to exceed a bonus that exceeded 10%, I have checked but my bets range from 1.50 mn (Mexico) to 2.50 mn (Mexico), I send communication to the email provided by you. thanks for your help

he entablado comunicacion en bcasino, pero solo me dicen que supere un bono que excedío el 10%, he revisado pero mis apuestas van de 1.50 mn (mexico) a 2.50 mn(mexico), envio comunicación al correo proporcionado por ustedes. gracias por su ayuda

I have checked the history of game transactions from June 19 to June 24, 2024, about 150 pages with minimum bets of 1.50 to 2.25 generally, I have only found this bet of 32.00 (as I mentioned inadvertently)

he checado el historial de transacciones de juego del 19 de junio al 24 de junio del 2024 cerca de 150 paginas con apuestas minimas de 1.50 a 2.25 generalmente, solo he encontrado esta apuesta de 32.00 ( como lo mencione involuntariamente)

Hi Richi21,

• Could you please provide the amount of your deposit and the rewarded bonus?
• Additionally, is it possible for you to request your full game history directly from the casino and forward it to petronela.k@casino.guru?

Thank you.

Since I have not been able to request the history, I have been trying to enter bcasino for several days and it asks for an authentication code that arrives on my phone and does not recognize it.

Mo he podido solicitar el historial tengo varios días intentando entrar a bcasinome pide un código de autentificación que llega a mi tel y no lo reconoce.

Hi Richi21,

• Could you please provide the amount of your deposit and the rewarded bonus?

Thank you.

My deposit was 200 Mexican pesos, and I don't remember the bonus, since between the plays I received free spins from the bcasino promotion, among one of those free spins was where at the end of the promotion, the game returned to normal play but with a bet older, so I didn't realize it

Mi depósito fue de 200 pesos mexicanos, y bono no recuerdo, ya que entre las jugadas me llegaban tiros gratis de promoción de bcasino, entre una de esas tiradas gratis fue donde al terminar la promoción, el juego regreso a juego normal pero con una apuesta mayor, por lo que no mi di cuenta de ello

Hi Richi21,

I have checked the general bonus terms and conditions and this is what I found (here):

• The following wagering activities are not allowed until the wagering requirements of this promotion have been completed:
• 1. The use of bonus funds purely to progress through the bonus stages of games.
• 2. Equal, zero or low margin betting
• 3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two). For a received bonus amount of less than €2.00, the allowed maximum bet is €0.20.
• 4. Switching from a low wagering contribution game or category to a higher wagering contribution game or category. (Please see the Wagering Contribution Page.)
• 5. Using a ‘feature buy’ or Buy Pass function within a game.

Could you please advise how many times you placed a bet greater than 10% of your received bonus while completing the bonus wagering?

Thank you.

According to the bcasino advisor, only one,

Según el asesor de bcasino, solo una,

Thank you very much, Richi21, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you!!!! I inform you that bcasino refunded me the amount of 200 of the original deposit. attentive

Gracias!!!! le informo que bcasino me rembolso la cantidad de 200, del deposito original. atento

Hello, Richi21,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. After your last post, the disputed amount was updated from Mex$1400 to Mex$1200.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear bCasino team,

Could you please explain the player's situation in more detail? Why have his winnings been confiscated? Do I understand correctly that the player breached the above-mentioned rule (the maxbet 10% of the received bonus amount) only once during his play with bonus/bonus winnings?

Can you share a link to the bonus-specific rules applied to the bonus in question? What is the maximum cashout from the bonus used?

In addition, can you please provide us with the user's game logs and mark moments when he breached the maximum bet rule?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

As stated above, with the representatives of bcasino a promotion of 5 free spins of a game was arrived, the promotion brings a specific game with a pre-loaded amount of bet, due to an involuntary error when the 5 free spins are finished, the game continues and in others specifies that it is over that if you want to continue playing, but when you enter the play you run without realizing the amount of bet in this case that is what happened, in a spin, even though you were playing with concern of not violating the rule, but as I mentioned previous were around 5000 plays or bets.

Lo expuesto con anterioridad, con los representantes de bcasino fue llegó promoción de 5 tiros gratis de un juego, la promoción trae un juego específico con una cantidad precargada de apuesta, por error involuntario al terminarse los 5 tiros gratis, el juego sigue y en otros especifica que se terminó que si desea continuar jugando, pero al entrar a la jugada corre sin sin darse cuenta de la cantidad de apuesta en este caso así sucedió, en un tirada, aunque estube jugando con preocupación de no infringir la regla, pero como comenté anterior fueron al rededor de 5000 jugadas o apuestas.

Hello All,

Thank you for your patience during the review process.

An email containing the Game History and Terms and Conditions, as requested, has been sent to Bransilav.

If you require any additional assistance, please do not hesitate to inform us.

Best Regards,

bCasino Representative

Greetings all,

I am sorry for the delay.

Dear bCasino team,

Thank you for your email and all the details provided.

Do I understand correctly that the casino confiscated all the user's winnings due to one bet that exceeded the maximum bet amount and which resulted in a loss?

Please note if the user played within the casino's bonus rules during the entire time with an active bonus, and did not breach any other rules, we cannot consider the casino's decision fair or correct. Although the casino states the maximum bet in its bonus rules clearly, such rules apply mainly against abusers and/or casinos can limit bonuses on their side by setting a maximum bet amount. However, in this case, we can see the player played completely within the maxbet, even did not play at the level of the maximum bet amount, and made only one bet of a higher amount, which basically did not give him any unfair advantage or did not help him in any way. The amount of the bet in question (or winnings from it) was nothing compared to his accumulated balance, and it did not have any impact on his further play. It would not matter if he made that bet or not. It is not clear why he made the bet, but it is clear it was not made intentionally or to abuse the bonus.

If no other of the casino's rules were breached, is the casino please able and willing to reconsider its decision and restore the confiscated winnings on the player's account?

It would not be fair to confiscate his winnings based on such a reason. If I overlooked anything essential, feel free to correct me.

Dear All,

We thank you for your patience while we reviewed the request.

After examining the Game History, it is evident that the player made multiple bets within the required amount.

However, one bet was made to the value of 40 MXN which is 35 MXN higher than his standard 4 MXN bet.

In cases where a bet slightly exceeds the limit, the casino may consider overlooking such instances.

Yet, the substantial difference in the bet value suggests that the player likely utilized the auto spin function to progress through the game.

Using this tool to progress through the game is a violation of our Terms and Conditions which state the below:

5. Using a ‘feature buy’ or Buy Pass function within a game.

Consequently, this indicates that the player has breached two terms outlined in our Terms and Conditions.

As a casino, we prioritize fair treatment for all players to uphold a balanced gaming environment.

In instances where a player breaches multiple Terms and Conditions in a single game, overlooking such violations would be unjust to the majority of players who may have only violated one rule.

Hence, we affirm that all actions taken on the account align with our Terms and Conditions, which have received approval from The Malta Gaming Authority.

Best regards,

bCasino Representative

Dear bCasino team,

Although the casino's rules are alright (although it is not completely clear why it allows players to play games with such features with an active bonus, or why bets in such games are counted to bonus wagering requirements), we are talking rather about rules application, which does not seem to be fair/correct here.

If I understand it correctly, the player made a bet of 40 MXN and won only 8 MXN from this bet, while his balance was over 800 MXN at the time. Can you please explain how that helped him or what an unfair advantage he gained by making that bet? He basically made a bet of 40 MXN and lost 32 of it, so his balance was even lower than before making the bet. How can the casino use that against the player and confiscate all his legitimate winnings (besides the 8 MXN winnings from the overbet)?

Dear Branislav,

Thank you for your reply.

At our casino, our foremost goal is to uphold a fair, secure, and responsible gambling environment for all players.

The primary aim is to prevent fraudulent practices like identity theft, money laundering, and bonus exploitation.

Therefore, licensed casinos are mandated to adhere to regulatory standards when assessing accounts and game histories. 

We emphasize the approaches players employ to attain their winnings, rather than fixating solely on the results of these outcomes.

These rules apply to all players equally and fairly.

Our Terms and Conditions serve as a preventive measure against such misconduct and have undergone endorsement by the Malta Gaming Authority.

Hence, utilizing a 'feature buy' or Buy Pass function to expedite winnings is strictly prohibited.

It would be inequitable for us to validate such practices by approving the withdrawal request, particularly when it contravenes Our Terms and Conditions.

Moreover, we assume that Richi21 is well-versed in the Bonus Terms and Conditions, given their history of multiple successful withdrawal requests with us.

Best regards,

bCasino representative

Thank you for your response and clarification. However, my questions were not answered sufficiently or meaningfully.

In this case, the user's "fraudulent practices" or "bonus exploitation" caused him a loss and/or basically put him at a disadvantage.

"Moreover, we assume that Richi21 is well-versed in the Bonus Terms and Conditions, given their history of multiple successful withdrawal requests with us."

• Does this not confirm he played within bonus rules all the time and that the overbet in question was only a mistake or unintentional?

If the winnings from the bet in question represented most of his balance at the time he played it (bonus winnings), and/or his balance was later at some point under the amount of such winnings, accumulated thanks to a bet exceeding the maxbet, we would have definitely looked at the case differently, and likely sided with the casino. But, the winnings obtained this way represented less than 1% of his balance, and he was really far from falling under the balance of 8 MXN during his further play. All other bets/winnings were within the casino's bonus rules, right?

As was mentioned, if there is nothing relevant that could change our position and point of view, we recommend the casino reconsider its decision and restore the confiscated winnings on the player's account or pay them out.

Is the casino please able and willing to follow our recommendation, or do I understand correctly that the casino's decision remains unchanged?

Please note if the casino insists on its decision, it will not be possible to close the complaint in favour of the casino.

Looking forward to hearing the final decision from you.

Dear Branislav,

Thank you for your reply,

• In this case, the user's "fraudulent practices" or "bonus exploitation" caused him a loss and/or basically put him at a disadvantage.

Our Terms and Conditions are formulated to discourage fraudulent practices and bonus exploitation. 

The player's loss resulting from violating our terms should not attribute accountability to the casino. 

The crucial aspect remains the player's deliberate choice to utilize the disallowed feature, despite being fully aware of its permissibility. 

Anticipating the casino to deviate from its commitment to upholding a fair gaming environment and rewarding such behavior is deemed unfair.

• Does this not confirm he played within bonus rules all the time and that the overbet in question was only a mistake or unintentional?

The history of multiple successful withdrawal requests made by Richi21 prior to this incident serves as evidence that he is acquainted with our Terms and Conditions, indicating a deliberate choice to utilize the disallowed feature.

This highlights our commitment as a casino to foster a fair gaming environment and approve withdrawal requests only when in adherence to the stipulated terms and conditions.

• If the winnings from the bet in question represented most of his balance at the time he played it (bonus winnings), and/or his balance was later at some point under the amount of such winnings, accumulated thanks to a bet exceeding the maxbet, we would have definitely looked at the case differently, and likely sided with the casino. But, the winnings obtained this way represented less than 1% of his balance, and he was really far from falling under the balance of 8 MXN during his further play. All other bets/winnings were within the casino's bonus rules, right?

The rejection of Richi21's withdrawal request stems from the utilization of a disallowed feature, rather than the outcome of winnings or losses.

Regardless of the result (wins/losses incurred), the player's infringement of using the prohibited feature and placing a bet exceeding the permitted amount remains consistent.

In this scenario, Our Terms and Conditions were disregarded on two occasions during a single game.

• As was mentioned, if there is nothing relevant that could change our position and point of view, we recommend the casino reconsider its decision and restore the confiscated winnings on the player's account or pay them out.
• Is the casino please able and willing to follow our recommendation, or do I understand correctly that the casino's decision remains unchanged?

Consistency in upholding our Terms and Conditions is paramount to ensuring a fair gaming environment for all players. 

Rewarding an individual for breaching our rules twice in a single game would be unjust to those who abide by our regulations and engage in fair play.

While it appears that Our Terms and Conditions may not hold significance for you, we place utmost importance on maintaining and enforcing them to uphold a secure gaming environment and comply with the regulations mandated by our Gaming Authority under EU Regulations.

We can confirm that our actions are in line with our Terms and Conditions and are directed to promoting a fair environment for all players.

Best regards,

bCasino Representative

Dear bCasino Representative,

Can you please explain why such rules (maxbet and features restrictions) exist at all? What is their purpose?

Wouldn't it be a fair gaming environment if the casino had such rules (especially those governing features) enforced on its side so players would not be able to breach them unknowingly, instead of allowing them to do it and subsequently confiscate their winnings due to it?

Hello Branislav,

I hope this message finds you well.

As you are aware, the implementation of Max betting rules and feature restriction rules are recognized as standard practices within our industry. 

These measures are not arbitrarily set; they are designed to ensure fair play and integrity across our gaming platform.

I would like to emphasize that all our rules undergo rigorous scrutiny and receive approval from the Malta Gaming Authority (MGA). 

This regulatory body ensures that our practices adhere to the highest standards of fairness and legality. 

Consequently, we are fully justified and within our rights to enforce these rules.

Should you have any further questions or require additional clarification, please do not hesitate to reach out.

Best regards,

bCasino Representative

I have not obtained substantial profits to consider myself an advantageous player, my bets are always minimal, they are not high to be able to obtain any benefit or fraud. What is real is that bcasino sends a promotion of free spins with or without a deposit, and sometimes comes preloaded with a considerable value (40), for example. At the end of the promotion you should reconsider the value of the bet, the logic is that if you bet segue at 40 or 30 you violate the rules and all winnings will be confiscated. And the usual practice of playing with minimum amounts of 2 or 3 pesos clearly shows that any player can make an involuntary error without the intention of defrauding or advantageously, since there is no surveillance warning, now it would be in a repetitive and advantageous manner and the profits were juicy, there would be no intention of conciliation. Thank you!!!

No he obtenido ganancias sustanciosas para considerarme un jugador con ventajoso, siempre mis apuestas son mínimas, no son altas para lograr obtener beneficio alguno o defraudador. Lo que si es real que bcasino envía promoción de tiros gratis con depósito o sin depósito, y viene precargadas en ocasiones con un valor considerable ( 40 ) ejemplo. Al terminar la promoción debería reconsiderar el valor de la apuesta la lógica es que si apuesta segue en 40 o 30 viola las reglas y todo lo ganado se confiscarán. Y lo habitual de jugar con cantidades mínimas de 2 o 3 pesos claro que evidencia que puede tener cualquier jugador un error involuntario sin intensión de defraudar ni ventajosa mente, al no existir una advertencia de vigilancia, ahora sí fuera en forma repetitiva y ventajosa y las ganancias fueran jugosas no tendría ni laina intención de la conciliación. Gracias!!!

Dear bCasino team,

Thank you for the additional clarification. I think you provided enough to close the complaint with a clear result.

Your "explanation" for the maximum bet and features restriction rules is that they are standard practices within our industry. It seems like the casino itself does not have any idea why it has such rules, or how to apply them.

As was mentioned above, the rules are alright. It is about the application of the rules, which was incorrect/unfair in this case. You repeatedly referred to fairness, integrity, etc. but the casino's actions basically do not comply with these definitions. It rather looks like the casino uses common and standard rules (mainly focused on bonus abusers and against them) against regular players, to confiscate their legitimate winnings.

In addition, it would be very interesting to know how the casino found out it was a "deliberate choice" on the user's side, or that his 1 overbet indicated a deliberate choice, or how could the casino prove that it was intentional.

Since this leads nowhere and the casino's decision remains unchanged, based on the reason we do not consider fair/justified to confiscate the user's winnings, there is nothing else to discuss, and the complaint will be closed accordingly.

I recommend you read our Fair Gambling Codex and our position regarding maximum bet rules, section 3.

Dear Richi21,

From the casino's perspective, you breached the bonus rules, and technically they have a right to void your winnings.

From our perspective, we believe that you breached the maximum bet rule unintentionally and did not gain an unfair advantage. The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system. Although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually.

We are always recommending the casinos pay the player. However, we understand that some casinos are very strict, which is their decision.

Concluding all the information above, I am forced to close this case as unresolved.

I am very sorry about the situation. I would normally recommend you try it out with the licensing authority/ADR, but they would likely be on the casino's side since they behaved according to their T&Cs. However, if you would like to try it anyway, I recommend you follow instructions in the casino's Terms and Conditions (HERE, section "18. Complaints and Disputes") and submit a complaint with ADR (eCOGRA) and/or MGA. HERE are also some general information about complaint processes.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru