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Due to a bonus, 554 was simply taken from me during the game and it will not be refunded either as bonus money or real money. I've played at so many online casinos, but nowhere have I heard that the casino is allowed to keep the money once the bonus has been fulfilled. I KNOW FROM MY EXPERIENCE THAT PAYOUTS ARE ONLY POSSIBLE UP TO 50 euros when the bonus is active or has been fulfilled. But I don't understand why such a large amount is just taken from me...

Wegen einem bonus wurde mir einfach 554 entnommen während des spiels .. und wird nicht zurückerstattet sei es als bonus geld oder echtgeld … habe so viele online casinos Aber niergends habe ich gehört das dass casino wenn der bonus erfüllt worden is das sie sich das geld behalten dürfen ICH WEISS LAUT MEINER ERFAHRUNG AUSZAHLUNGEN SIND NUR MÖGLICH BIS ZU 50 euro wenn. Der bonus aktiv is oder erfüllt worden ist .. aber verstehe nicht wieso mir einfach eine sehr hohe summe entnommen wird..

Dear Imti13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from No-Deposit Free Spins? I have checked the Terms and Conditions, and this is what I found:

7.9. The maximum winnings/profit from No-Deposit Free Spins, all No-Deposit bonuses and all additional bonuses to Achievements allowed for withdrawal, is limited to €50 or currency equivalent unless stated otherwise. We reserve the right to reduce your balance to an amount exceeding the aforementioned €50 winning limit from No-Deposit Free Spins and bonuses. This reduction may occur immediately after a win or upon your request for withdrawal of the corresponding winnings. In order to withdraw winnings from the free bonus, you need to make 1 successful deposit.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I won 2.50 with no deposit bonus through the bonus

So I paid another 30 euros to have a credit that I can continue playing and activated a bonus called lucky chance but the instructions said there was no balance ring or anything like that

but whatever that is

it is nowhere

in the terms and conditions

that the bonus money that I have earned can simply be withdrawn / I understand that you cannot cash out

or rather the limit is 50 euros

and you have to be careful to play with a stake of less than 5 euros and with live bets of less than 12

everything was kept!

Maybe I didn't want to pay out?

I know how to deal with

if you break the bonus terms and conditions

the casino may decide to declare the amount of bonus earned as invalid

I know the rules

but I have never seen or experienced

that I fall from 640 to 90 euros during the game and the support tells me

the system took it because of the bonus? Hello, that's theft

then I just pay out 50 euros every other day until I have earned the bonus and it is converted into real money... but simply withdrawing it is a no go!

Ich hab mit bonus ohne einzahlung 2,50 durch den bonus gewonnen

also zahlte ich noch 30 euro nach um ein guthaben zu besitzn das ich weiter spielen kann aktvierte einen bonus der lucky chance hies aber in der bedienung stand von keinen waagering oder sowas

aber Wurscht mal was das betrifft

es steht niergends

in den agbs

das das bonus geld was ich mir erspielt habe einfach entnommen werden darf / ich verstehe das man nicht auszahlen kann

oder besser gesagt das limit bei 50 euro beträgt

und dabei muss man aufpassen unter 5 euro einsatz zu spieln und bei live unter 12

alles eingehalten!

vielleicht wollte ich nicht auszahlen ?

ich weiss wie man umgeht

wenn man die bonus bestimmungen bricht

darf das casino sich dazu entscheiden den erspielten betrag von bonus Als nicht gültig

ich kenne die regeln

aber ich hab noch nie gesehn oder erlebt

das ich während des spiels von 640 auf 90 euro falle und mir der support sagt

das system hat es wegen den bonus eingezogen ? Hallo das ist diebstahl

dann zahle ich halt jeeden 2ten tag 50 euro aus bis ich den bonus erspielt habe bis das als echtgeld umgewandelt is .. aber einfach entnehmen ist ein no go !!

So I always stuck to the stakes and deposited after the bonus, no matter what the casino says

the money cannot simply be withdrawn

either it has to be returned as a bonus

(although I have reached support. So he plays)

or it has to appear on my player account as real money (but temporarily not payable because bla bla bla still has to be earned before you can pay out)

I hope you understand what I mean and what I mean

also ich hab mich immer brav an den Einsätzen gehalten und nach den Bonus eingezahlt also egal was das casino sagt

das geld darf nicht einfach entnommen werden

entweder es muss als bonus wieder retour

( obwohl ich hab bedienung laut support erreicht. Also er spielt )

oder es muss auf mein spieler konto als echtgeld erscheinen ( aber vorübergehend nicht auszahlbar weil bla bla bla noch erspielt werden muss das man auszahlen kann )

ich hoffe sie verstehn was ich damit sagen will und worauf ich hinaus bin

YOUR PROOF THAT I ALSO HAD REAL MONEY WITH THE BONUS / and during the GAME when it was spinning the score was 654 and suddenly during the spin 554 euros disappeared..

this did not happen because I wanted to cash out

I wanted to use the bonus myself, of course, and only cash out when it was possible!

IHR DER BEWEIS DAS ICH MIT DEM BONUS AUCH ECHTGELD HATTE / und während DES SPIEL als während ES SICH DREHTE DER SPIN DER STAND WAR 654 und auf einmal während spin verschwand 554 euro ..

das geschah nicht weil ich auszahlen wollte

ich wollte ja den bonus unsetzn. Natürlich selber und dann erst auszahlen wenn es möglich wäre !

Dear Imti13, do I understand correctly that you deposited 30€ after you won 2.50€ from no-deposit free spins, and then, after the deposit, you activated the lucky chance bonus?

Could you please specify if this bonus is a deposit or no-deposit bonus?

Did you accumulate the winnings that were deducted from your casino account with the lucky chance bonus?

Could you please share the terms and conditions of this bonus?

So I say the process

I played the no deposit bonus

reached 2.50

then I activated the lucky chance bonus

and paid 30 euros

But the 30 euros that I deposited I paid with a 60% deposit bonus that was x40 wagering and then had 48 instead of 30 euros

and I played with it

after a few minutes I received on 4 lines and 5 points bet 0.32 or 0.24 bet 5 men on legacy of dead

Was at 550 euros

then I played for free and then I was at 650 or something like that

dan. I continued playing after 3-5 spins and my money went from 650 to 95 euros during the game

I was briefly shocked

and yes that was the process

it's just that they can't just take the money away...

Also ich sag den ablauf

ich spielte den no deposit bonus

erreichte 2,50

dann altivierte ich den lucky chance bonus

und zahlte 30 euro ein

Aber die 30 euro die ich eingezahlt habe zahlte ich mit ein 60% Einzahlungs bonus ein der x40 waggering war und hatte dann 48 statt 30 euro

und damit hab ich gespielt

nach paar Minuten erhielt ich auf 4 Linien und 5 punkte einsatz 0,32 oder 0,24 einsatz 5 männer auf legacy of dead

War auf 550 euro

drauf hin frei spiele und dann war ich auf 650 oder sowas

dan. Spielte ich weiter nach 3-5 spins war mein geld während spiels von 650 auf 95 euro

ich war kurz schockiert

und ja das is der Ablauf gewesen

es geht ja nur drum das die das geld nicht einfach wegnehmen dürfen …

Look

according to me

should they give me that back as bonus money on my player account

and I at least try to continue implementing it

(it should say how much and I'll try to implement it if they can't give me it as real money because of bonus conditions) but theoretically they could give it back to me as bonus money

Schauen sie

von mir aus

soll die mir das als bonus geld zurück geben auf mein spieler Account

und ich versuche es wenigstens weiter umzusetzen

( halt es soll stehn wie viel und ich versuch es halt umzusetzen wenn die mir das nicht als Echtgeld geben können wegen bonusbedienungen ) aber als bonusgeld könnten die es mir theoretisch zurück geben

and with lucky chance bonus I didn't find any service because there was no notice for the bonus either!

und bei lucky chance bonus habe ich keine Bedienungen gefunden weil es auch keine stand bei dem bonus !

Dear Imti13, could you specify which no-deposit bonus you used? Was it free cash or free spins?

Also, could you share the terms and conditions for this bonus?

That was the 15 free spins Avalon So free spins the first thing I started

Das war das 15 free spins Avalon Also freispiele das erste was ich gestartet habe

I can't find the terms and conditions for the bonus

during the game you cannot read the bonus terms and conditions

Ich find die Geschäftsbedienungen für den bonus nicht

bei spielverlauf kann man nicht die bonus bedienungen nach lesen

Dear Imti13, did you meet the wagering requirements for your free spins winnings?

Was this no-deposit bonus offered to you via email or via your casino account?

This is the only

what I can still show there

because of the bonuses I activated, money was taken away from me anyway

Das is das einzige

was ich noch da zeigen kann

wegen den bonuse die ich aktiviert habe wurde mir sowieso geld weggenomen

The bonus was in. The mr bet app available and yes it was fulfilled otherwise the system would not do something like that

instead of converting the sas bonus money into real money

it was taken away from me

Der bonus war in. Der mr bet app verfügbar und ja der wurde erfüllt sonst würde ja nicht Das system sowas machen

anstatt sie das sas bonus geld auf echtgeld umgewandelt wird

wurde es mir entzogen

And no, I did NOT REQUEST ANY PAYOUTS during this time!

just for info if this question should come up

This is getting annoying...

Und nein ich während desen KEINE AUSZAHLUNGEN ANGEFORDERT !

nur zu info wenn diese frage kommen sollt

langsam is das nervig …

Thank you very much, Imti13, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok so wait again

but I still thank you for the time

Ok also nochmal solang warten

aber ich trotzdem danke für die zeit

Hello there,

Thank you Imti13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mr Bet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Peter,

At the moment of balance correction the user had several previously activated bonuses active, one of which was free and had a withdrawal limit. As the user had a bonus balance and unplayed wagers on other previously received bonuses, for this reason after balance correction the funds remained on the bonus balance with unplayed bonus wagers from other bonuses. 

For our part, we fulfilled our commitments, as we left on the balance no less than the amount specified in the rules of the bonus - namely 50 euros maximum withdrawal amount + the remaining bonus balance and wager from another bonus. 

We thank you for co-operating and will be happy to help if you have any questions. 

What's happening now? It's been a month already!?

Was passiert jez ? Es dauert schon ein monat ! ?

Dear Imti13, the casino explained the situation and why your winnings have been capped. We can investigate further if it's not a satisfactory resolution but I'm not sure we will be able to assist further if the winnings were capped according to the casino's explanation. Let me know how you want to proceed!

I want to get at least a bonus

at least for all this chaos a real money bonus

Ich will wenigstens ein bonus bekommen

zumindest für all dieses chaos einen echt geld bonus

Dear Imti13, I think the casino's explanation was satisfactory and they have acted according to their terms and conditions so I'm not sure you are eligible for any bonuses or compensation, however, we can always ask!

Dear Mr Bet Casino representative, would it be possible to compensate the player with a free bonus as a sign of goodwill? Thank you in advance!

Thanks

and sorry for the time spent

Unfortunately, I have never experienced anything like this

but thanks for the great new experience

lg

Danke

und entschuldigung wegen den zeitaufwand

ich hab sowas leider noch nie erlebt

aber danke für die tolle neue erfahrung

lg

Dear Imti13,

We are sorry to hear about your negative experience. We are happy to offer you a free bonus. A colleague from our support team has already written to you about the bonus by email and in a message in your game profile.

We also ask you to pay attention to the bonus terms and conditions regarding the maximum withdrawal amount, so that it will not come as a surprise to you and you will have an exceptionally positive gaming experience. 

Very kind thank you

this time I read everything carefully

Sehr lieb danke

diesmal lese ich mir alles genau durch

Dear Imti13,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter