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I was robbed by this casino twice!

I decided to deposit a total of €60, in three €20 deposits. I kept losing money until I only had €20 left in my balance.

I was offered a €5 bonus. I would receive these €5 if I wagered €250. That was the wagering requirement.

I started spinning with the €20 I initially had and got up to around €120.

When I completed the €250 wagering requirement, all the money I had built up (about €120) was removed/cancelled from my account and I only received the €5, so my balance went from €120 to €25. None of this was indicated on the page where they offered and where I activated the €5 bonus. It only said I had to wager a total of €250 to unlock those €5. I got frustrated because I was sure I would keep what I had accumulated up to that point in my balance, but I didn’t.

This was already awful, and it’s not even my main problem with this casino.

After all this, I was left with €25 in my balance, obviously thinking this was my real money that I could withdraw, since they had simply deducted/cancelled the rest of the money I had before (around €120).

So I kept betting and managed to reach €250, which I immediately withdrew and went to sleep.

Today when I woke up, I had an email from the casino’s finance department informing me that the maximum amount that can be converted into real money is 5x the bonus amount = €25.

So not only did they make €120 disappear into €25, they also made €250 disappear into €25 again.

What I find unacceptable is that none of this information was clearly present on the page where I saw and activated the €5 bonus.

And after completing the €250 wager, them taking around €100 from my account without any explanation would mean that the remaining balance is my real money, which I should be able to withdraw.

I don’t think it’s fair that they can simply "delete" / "evaporate" the money I spent hours building up — not just once, but twice!

Below I am sending proof that I deposited the €60 I mentioned, as well as the withdrawal in question, which they cancelled without any authorisation from me, and the money disappeared completely from my account.

I am also sending the email they sent me.

This has never happened to me before and I would really appreciate your help as soon as possible. I await your response patiently.

Kind regards.

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Dear saikt1,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Casabet.io Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

Could you please send a link for the promotion you have played with? Alternatively, you can attach a screenshot as well.

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

Thank you very much in advance for your reply.

Best regards,

Attila G.

They never told me that, even after completing the bonus, there would be conditions for me to withdraw my money.

My balance was never divided into real money and bonus money. It was always just one amount.

The money I made after completing the bonus showed up as withdrawable, if I went to the withdrawals page it showed that the entire amount on my balance was available for withdrawal.

Unfortunately, I can't find anything in my transactions or in my history about this bonus. They don't show any information about bonuses used in the past, but I was given another bonus exactly the same as the one I activated and completed. I'll send you a screenshot of it below, but you can see in the screenshot that they mention that after completing the bonus, the bonus money will be converted to real money that can be withdrawn. And as you can see in the screenshots, they don't mention anything about terms or conditions that apply even after completing the bonus.

I also send proof that they canceled my withdrawal, it wasn't me, and the money just disappeared and didn't go back into my account.

finally i send proof of the win i had of 293 on sweet rush bonanza, this is the only proof i have because for some reason this win doesn't appear in my game history.

Nunca me avisaram que, mesmo depois de concluir o bonus, que haveria condições para poder levantar o meu dinheiro.

O meu saldo nunca foi dividido em dinheiro real e dinheiro de bonus. Sempre um montante apenas.

O dinheiro que fiz depois de concluir o bonus aparecia me como levantável, se fosse a página dos levantamentos aparecia que estava disponivel para levantamento todo o montante no meu saldo.

Infelizmente nao consigo encontrar nada nas minhas transacoes e no meu historico desse tal bonus. eles nao mostram essa informacao de bonus utilizados no passado, mas foi me atribuido outro bonus exatamente igual ao que eu ativei e conclui. vou enviar print dele em baixo, mas print vai poder ver que eles mencionam que depois de concluir o bonus, o dinheiro do bonus vai ser convertido para dinheiro real que poderá ser levantado. e como pode ver nas imagens nao mencionam nada sobre termos ou condicoes aplicadas mesmo depois de concluir o bonus.

envio tambem prova que eles me cancelaram o levantamento, nao fui eu. e o dinheiro simplesmente desapareceu nao voltou para a minha conta.

por fim envio prova da vitoria que tive de 293 na sweet rush bonanza, essa e a unica prova que tenho porque por alguma razao nao aparece essa vitoria no meu historico de jogo ..

i think it's completely unacceptable for them to rip me off like that twice. to take large amounts from my balance twice, without having mentioned beforehand that there would be these conditions. especially since on the bonus page there was nothing specifying that.

and even if they canceled the withdrawal, the money should go back into my account. so in conclusion, they robbed me of 120 euros for 25 euros, and robbed me of 250 euros for 25 euros again, on the same day, without any kind of explanation. completely ridiculous.

thank you very much for your help.

Best regards.

acho que e completamente inaceitavel roubarem me assim duas vezes. tirar me grandes quantias do saldo duas vezes, sem ter mencionado antes que haveriam estas condicoes. especialmente porque na pagina do bonus nao havia nada a especificar isso.

e mesmo que me cancelassem o levantamento o dinheiro deveria voltar para a minha conta. entao concluindo, eles roubaram me de 120 euros para 25 euros, e roubaram me de 250 euros para 25 euros novamente, no mesmo dia, sem qualquer tipo de explicação. completamente ridiculo.

muito obrigado pela sua ajuda.

cumprimentos.

What's more, I've just scrolled through my entire history for that day and it doesn't even show all the bets I've placed.

there's not a single mention of that bonus I opened at sweet rush bonanza that paid out the 290 euros.

it seems very suspicious to me and i think they want to take advantage of me. i can provide proof that nothing about that transaction appears in my betting history, if necessary

Para alem disso estive agora a dar scroll em todo o meu historico desse dia nem aparece la todas as apostas que eu fiz.

nao ha uma unica mencao desse bonus que abri na sweet rush bonanza que pagou os 290 euros.

parece me ser muito suspeito e penso que se querem aproveitar de mim. posso fornecer provas que nao aparece nada sobre essa transacao no meu historico de apostas, caso seja necessario

Do you need any more information to help me? I think I've been treated unfairly and I'd like to solve this problem as soon as possible

Precisa de mais alguma informação para me poder ajudar ? acho que fui mesmo tratado de forma injusta e gostava de resolver este problema o mais rápido possível

Dear saikt1, thank you for your response.

In order for me to properly asses the issue, could you please request and forward a bet history from your casino account? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

i've already contacted casino support, i told them that the history wasn't correct in my profile and that i wanted them to send me an excel document with all the transactions i've made at the casino. but they can't help me.

they told me to send an email to their department and I already did, I'm waiting for them to reply, but I'm not sure they're going to provide me with that document.

what should i do now, apart from waiting for their reply to the email?

já cpntactei o suporte do casino, informei que o historico nao estava correto no meu perfil e que queria que me enviassem um documento excel, com todas as transacoes que ja fiz no casino. mas eles nao me conseguem ajudar.

disseram para enviar mail para o departamento deles e ja enviei, estou a espera que me respondam, mas nao tenho a certeza que me vao fornecer esse documento.

o que é que eu devo fazer agora, para alem de aguardar pela resposta deles no email?

The casino support does not provide me with the Excel document with the betting history. I can only see it on the website.

But I'd have to take a lot of screenshots because there are 700+ results.

Would you like me to do that?

O suporte do casino não me fornece o documento Excel com o histórico das apostas. Apenas posso ver isso no site.

mas teria de tirar imensas prints porque são 700+ resultados.

Quer que faça isso ?

Dear saikt1, thank you for your response.

Has the casino provided any explanation for their refusal of providing your game history? Could you please share your communication?

Thank you in advance for your reply.

they simply say that they don't provide that kind of information. I asked 3 different times and was only told that the history is available in my profile.

Even when I said that there were no bets there that I know I made (the 290€ win), they said the same thing.

that they don't provide that information, and that if I want to see the history I can see it in my profile.

i await your reply so i know how to proceed.

thank you

eles simplesmente dizem que não fornecem esse tipo de informações. Pedi 3 vezes diferentes e apenas me disseram que o histórico está disponível no meu perfil.

mesmo quando eu disse que não apareciam lá apostas que eu sei que fiz, (a vitória de 290€), eles disseram o mesmo.

que não fornecem essas informações, e que se quero ver o histórico posso ver no meu perfil.

aguardo a sua resposta para saber como prosseguir.

obrigado

Dear saikt1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello saikt1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Casabet.io Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why were the winnings capped twice? Also, would you be able to provide me with the player's deposit history at [email protected]?

Thank you in advance for providing us with your view of the issue.

just wait or should I do something

something?

apenas aguardo ou devo fazer alguma

coisa ?

Dear saikt1,

we are currently waiting for the casino's response. No action is required from your side.

Dear all,

We are reviewing this case and will get back to you with an answer as soon as possible.

Best regards,

Casabet Casino Team

Dear casino representative,

thank you for your response. We will be awaiting the results of your review.

Dear Martin, 

We have reviewed the situation regarding the implementation of the bonus for user saikt1 and have concluded that the measures applied when releasing the bonus are fully in line with our casino's terms and conditions. 

On 15.12.2025 at 02:08:31, the user received a no-deposit bonus, "Gift for VIP lvl 6," for 5 EUR as a reward for active participation in games and raising their VIP level. 

On 15/12/2025 at 03:09:51 - The user successfully redeemed their no deposit bonus, during which they received 25EUR to their real balance, in accordance with our casino's Bonus Terms:

1.1. The maximum amount that can be converted into real money and withdrawn from no-deposit bonuses is limited to x5 of the bonus amount. Any winnings exceeding this limit will be forfeited.

5 x 5 = 25 EUR

After the release of the no deposit bonus, the player continued to place bets with the funds received from the no deposit bonus, as a result of which the player managed to win EUR 293.07. After winning, the player attempted to withdraw funds and requested a withdrawal of EUR 250, but the remaining EUR 48 was lost by the player. 

After trying to withdraw EUR 250, our finance department wrote off EUR 25 in accordance with clause 1.3 of the Bonus Terms:

1.3. Please note that you must first claim the winnings received from the no-deposit bonus, and then, when withdrawing, make a new deposit to continue playing without winning limits.

Thus, it can be understood that all previously applicable debits received by the player as a result of playing with no-deposit bonus funds and funds received after the release of the no-deposit bonus are fully compliant with the rules of our casino.

Also, on 2025-12-15 10:56:26, an email was sent to the player from our finance department immediately after the second withdrawal of funds with a detailed explanation and the above rules attached. This demonstrates our open and transparent actions. 

All rules, terms, and bonus conditions are clearly stated in the Bonus Terms section of our casino, which is always publicly available for any user to review.

If you have any further questions regarding this matter, we are always ready to answer them. 

Best regards,

Casabet Casino Team

They didn't tell me about the terms for activating the bonus, and the 250 euros I reached was through deposits I made, it certainly wasn't with a 5 euro bonus that I reached that amount.

you are thieves

Não me avisaram desses termos a ativar o bónus, e esses 250 euros que atingi, foi através de depósitos que realizei, com certeza não foi com um bónus de 5 euros que cheguei a esse valor.

vocês são uns ladrões

Dear saikt1,

Please note that your last deposit of €20 was unfortunately lost, after which the game continued using bonus funds from the "Gift for VIP lvl 6" bonus. Subsequently, funds were received from these bonus funds, to which restrictions were applied in accordance with our casino's previously described rules:

1.3. Please note that you must first collect your winnings from the no deposit bonus and then, when withdrawing funds, make a new deposit to continue playing without restrictions on winnings.

This means that the restrictions remain in effect until the balance received from the bonus is withdrawn to your bank account. Once you complete the withdrawal, the restrictions will no longer apply.

Unfortunately, after using the no deposit bonus, you did not withdraw your funds, which would have allowed you to continue playing without restrictions.

Best regards,

Casabet Casino Team

no, you are wrong. I didnt lose my last 20€ deposit. I had balance already before activating the 5 euro bonus.

How on Earth would i get 250 eur with 5 eur only?

I got the 250 with money i deposited and gambled and thought i could add the 5 euros to that amount.

then i proceeeded to gamble with the money i had previously deposited.

dont sit there and say i lost my deposit when thats not factual.

I want to take the time to say that i dont understand How can you be so greedy, confiscating funds like that. Never seen that any Where. money just disapearing because of rules that you hide when activating bónus.

you are a joke

Dear casino representative,

Thank you for outlining your position and explaining the reasoning behind your decision.

Based on our review of your casino, I believe the rule you referenced may be considered unfair and could negatively affect the casino’s Safety Index. Situations like this are best prevented through clear software restrictions, rather than applying limitations only after the gameplay has already taken place.

Though still not ideal, I am inclined to understand the use of such rule in cases where a newly registered player uses a no-deposit bonus, but I do not believe this applies here. The player had already reached VIP level 6, which suggests he has played and deposited with the casino extensively.

For these reasons, I believe the player’s winnings should be paid out, unless you can provide evidence of additional wrongdoing or rule violations.

I look forward to your response.

Dear Martin,

We would like to provide a more detailed explanation regarding the decision on the release of the no-deposit bonus for the user saikt1.

First of all, we would like to emphasize that the no-deposit bonus "Gift for VIP lvl 6" is a loyalty bonus granted by the casino as a reward for reaching a higher VIP level. The player did not make any deposit in order to receive this bonus. The funds that were previously deducted from the player were obtained as a result of the release of a no-deposit bonus, to which the relevant rules of our casino’s bonus policy apply:

1.1. The maximum amount that can be converted into real money and withdrawn from no-deposit bonuses is limited to x5 of the bonus amount. Any winnings exceeding this limit will be forfeited.

1.3. Please note that you must first claim the winnings received from the no-deposit bonus, and then, when withdrawing, make a new deposit to continue playing without winning limits.

We would also like to take this opportunity to emphasize that each time bonus funds are released, the player receives an automatic notification on the main screen, which informs them about the bonus release, the deduction of the amount exceeding the maximum release limit, as well as a reminder to familiarize themselves with the casino rules. This notification also contains a link to our live chat, where the player can personally clarify any questions regarding the rules of the no-deposit bonus release and receive assistance in understanding them.

Unfortunately, the user ignored this notification about the bonus release and the request to review the casino’s terms and conditions, and contacted our live chat only after the funds had been deducted again.

In addition, we would like to note that according to the Terms and Conditions of our casino:

16.5. Participation in a promotion will be deemed to constitute full and unconditional acceptance of the Terms which include these Promotional Terms and any applicable Promotional Terms and that our decisions are final and binding in all respects.

This clearly indicates that by accepting the promotion, the user automatically agrees to the rules and conditions specifically developed for no-deposit bonuses.

All of the above demonstrates that we make every effort to inform our users about the terms of the promotion, remain open to questions, and are always ready to assist them in navigating our casino.

If you require any additional information regarding this case, please let us know. We are always open to dialogue and ready to answer all of your questions.

Best regards,

Casabet Casino Team

I reached the amount that was confiscated from me through deposits I made ! I REPEAT, I reached 250 by depositing 60 euros !!! The 5 euro bonus was just a minimal extra ! If I'd known, I wouldn't have activated this m****

I reached 250 with the money I deposited and these clowns confiscate my money after I deposited money in their casino 3 times.

It's completely unacceptable, I'm convinced that these m*** bonuses are only for this; to have an excuse to cancel the players' salaries, to have an excuse not to have to pay what should be paid to the players. You're ignorant thieves, and you don't deserve anything

Eu atingi o valor que me foi confiscado através de depósitos que eu fiz ! REPITO, eu cheguei aos 250 a depositar 60 euros!! O bónus de 5 euros foi só um extra mínimo ! Se soubesse nem ativava essa m****

cheguei aos 250 com o dinheiro que depositei e estes palhaços confiscam me o dinheiro depois de ter depositado dinheiro no casino deles 3 vezes.

completamente inaceitável, estou convencido que estes bónus de m*** só servem mesmo para isto; para ter uma desculpa para cancelar os vencimentos dos jogadores, para ter uma desculpa para não ter de pagar o que deve ser pago aos jogadores. Vocês são uns ladroes ignorantes, e não merecem nada

Dear casino representative,

thank you for your response, I will get back to you soon.

Dear saikt1,

I understand you are frustrated with the situation, but i would like to ask you to keep the language civil in the thread.

If I understand correctly, let's say I deposit x euros in the casino. Let's say I've deposited a few times and I've been losing, but I've managed to reach 100 euros.

Once I have that 100 euros, hypothetically speaking, if I activate a bonus of 5 euros, and complete it, will they also confiscate all my funds afterwards? Including the 100 euros?

Because that's what happened to me, I feel very frustrated about the situation, because I don't even have much money and that amount would make a lot of difference.

I find it really annoying that a casino would do this to one of its users.

Se eu entendi correto, imaginando que eu deposito x euros no casino. Vamos supor que já depositei algumas vezes e fui perdendo mas consegui atingir os 100 euros.

Depois de ter esses 100 euros, hipoteticamente falando, se ativar um bónus de 5 euros, e o completar, também me vão confiscar os fundos todos depois ? Inclusive os 100 euros ?

porque foi isso que me aconteceu, sinto me muito frustrado com a situação, porque nem tenho muito dinheiro e esse valor faria muita diferença.

acho mesmo irritante um casino fazer isto a um dos seus utilizadores.

Dear casino representative,

Thank you for your patience.

To conclude, I understand that the actions taken follow your bonus terms. That said, the specific rule applied here is listed as potentially unfair in our database. The player’s deposited balance was effectively capped due to the activation of a small no-deposit bonus, without clear balance separation or preventive restrictions in place.

We believe situations like this should be handled through technical limits rather than post-game deductions. In the spirit of fair-play, we believe these winnings should be paid out.

Dear Martin.

We would like to emphasise that when user saikt1 started playing with their no deposit bonus, the player did not have any real funds in their balance, nor did they have any at the time of redeeming the ‘Gift for VIP lvl 6’ no deposit bonus. 

All of the player's deposit funds were lost, and the rules we applied and described earlier were strictly applied to the funds received from the no-deposit bonus winnings.

As confirmation, we sent the user's game history to the email address [email protected].

If you have any further questions, we are always ready to cooperate.

Best regards,

Casabet Casino Team

I'm 100% sure that when I activated the bonus I had 15 euros. The 5 euros bonus was added to my balance of 10/15 euros.

what you said is not true.

and because of the 5 euros they removed 250 euros from me.

I don't understand how you even have the courage to say this...

I don't understand how you don't understand that they cheated me and stole my money.

Eu tenho 100% de certeza que quando ativei o bónus tinha 15 euros. Os 5 euros de bonus foram adicionados ao meu saldo de 10/15€.

o que o senhor disse não é verdade.

e por causa dos 5 euros removeram me 250€

não entendo como sequer tem coragem para estar a dizer isto…

nao Entendo como não entendem que eles me enganaram, e roubaram o dinheiro

Dear casino representative,

I have issued a response to your email.

How could I reach 250 with 5 euros? That's ridiculous.

When I activated the 5 euro bonus, I still had a balance. I activated the bonus specifically to add those 5 euros to the money I already had.

I don't understand how you can come here and lie. It's disrespectful.

Como é que com 5 euros iria chegar aos 250? Isso é ridículo.

quando ativei o bónus de 5 euros ainda tinha saldo. Ativei o bónus especialmente para adicionar esses 5 euros ao dinheiro que ja tinha.

não entendo como é possível virem para aqui mentir. É uma falta de respeito.

I'm tired of waiting on this issue.

I genuinely feel that I have been treated incorrectly by casabet casino.

Just the fact that a casino representative said I didn't have a balance when I activated the bonus shows me that they're not going to give me my money back.

It's a lie, and an obvious one at that, because how was I supposed to get to 250 euros with just 5 euros?

Besides, how come when I activate the bonus I'm not informed of the terms? I could do some research, but you don't make the terms clear on the bonus activation page.

I see only reasons why I think this casino is a group of liars and thieves.

I've been trying to resolve this issue for months, but it's not easy, is there anything I can do to speed up the process? This is completely unacceptable.

Estou farto de esperar sobre este assunto.

genuinamente acho que fui tratado de forma incorreta pelo casino casabet.

Só pelo facto de um representante desse casino dizer que eu não tinha saldo quando ativei o bónus, ja me mostra que eles não vão devolver o meu dinheiro.

É uma mentira e ainda por cima óbvia, porque como é que ia chegar aos 250 euros com apenas 5 euros ?

Para alem disso, como é que ao ativar o bónus não sou informado dos termos ? Tudo bem que poderia ir pesquisar e investigar, mas vocês não metem lá os termos claramente na página de ativação do bónus

so vejo motivos pelos quais acho que este casino são um grupo de mentirosos e ladroes

ja estou a tentar resolver este assunto a meses, mas não está fácil, posso fazer alguma coisa para acelerar o processo ? Isto é completamente inaceitável.

Dear Martin.

We have sent you a reply to your email.

If you have any further questions, we are always happy to answer them. 

Best regards,

Casabet Casino Team

i don't understand how it can take this long.

i would like an answer as soon as possible.

nao entendo como e possivel isto demorar este tempo todo.

gostaria de obter uma resposta o mais rapido possivel.

Dear saikt1,

thank you for your patience, I can assure you discussions are taking place.

To summarize the issue once again, according to the playing records, you've deposited your real funds and later activated a €5 no-deposit (VIP) bonus. The playing history sent to us by the casino representative confirms that you have only played with bonus funds during the disputed timeframe.

After completing the wagering, the balance was correctly capped to €25 (5× bonus), removing a much larger amount from the player’s balance. The issue stems from the fact, that when you then continued playing, reached €250, and attempted to withdraw, the balance was capped again to €25 under the same bonus rules.

Currently, we have no issue with the 1st cap, as this was the correct application of terms. However, the second cap should have ideally been prevented by restricting you from further play, not by allowing you to wager the money you could only lose.

Dear casino representative,

thank you for your response. I have evaluated its contents but I still believe the whole matter and process is not player friendly. From what I understand, the player was effectively allowed to wager money he could only lose and not expand on it and win. I know there might have been a popup informing the player of the cap, but as I understand, this was displayed after the initial turnover and referred to the first cap. Allowing continued gameplay under these conditions creates a misleading situation for the player.

As the safeguards and preventative measures seem to be insufficient according to our guidelines, at this point I still believe the player is entitled to winnings gained after the first cap.