10bet Casino - Player's winnings were confiscated.

I had deposited $1000 on 10BET Casino, and played after receiving a 100% first deposit bonus up to $1000.

After confirming the terms of use and promotional terms, I had also queried via support chat to ensure I did not breach any rules. Unfortunately, my winnings were confiscated due to a supposed violation.

I have saved screenshots of the terms of use and the chat conversation for reference.

Dear dojik,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

• Do I understand correctly that you were accused of placing bets greater than the maximum allowed ones while completing the bonus wagering?

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 to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
• Can you provide details on the specific bonus you activated and utilized?

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

The reason for the casino's confiscation is that the bet exceeds the maximum bet amount when using the bonus, but there is no mention of it in the bonus terms of use or general terms of use, and when I contacted chat support, the maximum bet amount was I was given 20% of the bonus I received and an explanation. I received 1000$ bonus money and played slots up to 10$. Chat interactions are saved as screenshots.

Cash and bonuses are a mixed type of genus that is displayed together.

Hello dojik,

It took us some time to locate the bonus terms specifying the maximum bet.

Before any withdrawal is processed, your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets (on table or arcade games, likelihood of return on wager is greater than 95%) or hedge betting, shall all be considered irregular gaming for the purpose of meeting any roll-over requirements. Other examples of irregular game play include but are not limited to (1) placing single wagers (including ‘gamble feature’ spin bet) from casino bonus account equal to or in excess of 30% or more of the value of the bonus credited to their account, or equeal or higher than $6.25, until such time as the wagering requirements for that bonus have been met; and (2) placing large bets from casino bonus account which result in a substantial gain followed by a drop in bet size equal to or more than seventy five percent of the previous average bet size until the bonus roll-over requirements have been met. Should 10bet deem, at its sole discretion, that irregular game play has occurred, it reserves the right to withhold any Withdrawals and/or confiscate any associated winnings.

It's not directly stated in the Welcome Bonus but buried three clicks away, appearing more as general text than a proper link. This creates a poor user experience and is not customer-friendly.

1. First, you need to navigate to the footer and click on "Terms & Conditions."
2. Then select "Promotion terms," scroll down, and click on "Casino bonus terms." There you'll find it.

We strongly advise the casino to clarify any maximum bet rules for bonuses and improve user-friendliness. Since the maximum bet rule is hidden several clicks away from the general bonus terms or the Welcome bonus, I will forward your complaint to my colleague Michal (michal.v@casino.guru), who will assist you further. Wishing you the best of luck, and I hope to see your issue resolved to your satisfaction soon.

Hello dojik,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 10bet Casino,

Could you possibly provide additional information regarding the bonus rules and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Casino Guru, Thank you for your clear and easy to understand response. If it is stated in the terms and conditions on the site, it would be natural for it to be confiscated, so I would like to withdraw my complaint. I hope that 10Bet Casino will create a site that is easy to read, including terms and conditions, and provide appropriate support to avoid any trouble. thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.