The player from Italy is experiencing difficulties withdrawing his bonus winnings. We rejected the complaint because the player didn't respond to our messages and questions.
I registered on the site for the first time, deposited 100 euros and they gave me 100 euros bonus. I regularly wagered 1600 euros to convert the bonus and they converted the bonus into 500 euros of real credit. Magically as soon as I asked for the 500 euros that were converted correctly they refused the withdrawal
Dear Andrea,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe 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
They responded like this: Your withdrawal request was declined as a bonus manipulation was detected - your generated winnings have been redeemed.
All this after redeeming the bonus and in chat they clearly told me that I will never get my money back
Thank you very much, Andrea, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?
Dear Andrea,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Dear CasinoGuru representatives,
Thank you for inviting us into this thread.
We'll be able to provide an official statement by tomorrow morning.
Thank you for the patience In advance.
Kind Regards,
The 18Bet Team
Thank you very much, The 18Bet Team, for your reply. We will be waiting for the update patiently.
Dear CasinoGuru representatives and dear Andrea,
We apologize for the inconvenience and for the late reply.
The Player was already informed via email of all the actions taken prior to taking any actions with his 18bet account.
We are once again providing the initial email sent at 09 April 14:04, 2021 in original italian as per players country and language of choice.
Dear Andrea,
by registering you have accepted the terms and conditions of our platform with a legal value.
We have taken care to inform you, but for your convenience I will return the violated condition to you.
9.8.2. The manipulation of sports bonuses, among others, can consist of:
- Place bets listed as Limited Game in the specific promotion rules
- Place bets on opposite outcomes or repetitive bets
- Place bets on your real + virtual balance more than twice in a row
- Increase the balance and then change the game pattern significantly (bet, game, type, bet structure, etc) in order to complete the wagering requirements for the bonus
- Placing large bets leading to substantial payout followed by a drop in bet size equal to or greater than 75% of the average size of the previous bet, in order to complete the wagering requirements for that bonus
Hence, your withdrawal request was declined as bonus manipulation was detected - your generated winnings have been redeemed.
In player's case - Placing large bets leading to a substantial payout followed by a drop in bet size equal to or greater than 75% of the average size of the previous bet, in order to complete the wagering requirements for that bonus.
As the above mentioned, our actions were taken strictly following the T & C's of 18bet's website.
We hope you will find this informative.
Kind Regards,
The 18Bet Team
The bonus had already been converted and had already become a real balance
Dear Andrea,
Could you please forward your game history to petronela.k@casino.guru? Thank you very much in advance.