1Bet Casino - Player believes that their withdrawal has been delayed.

I made a deposit of €20 and activated a bonus. So far so good, I completed the rollover and had a real balance of €100. I continued playing and from those 100€ I won 350€ which I asked for a withdrawal, after 5 days, they send me a message saying that there was a violation of the bonus rule! I have prinsts of the messages

Dear Simba1990,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They took the 350€ from me, rejected the withdrawal and returned only 20€

Thank you very much for your reply, Simba1990. Did the casino inform you which rule you violated? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina, thanks for trying to help me, after the message I received saying that the withdrawal had been rejected I went to the chat and was told that there was a violation of the bonus. I don't understand what this violation was, I played in the slots, I made bets of 0.20, 0.40, 0.60, and 1€. I completed the required rollover of €1,600, once completed I had a balance of €100, of which I continued playing and profiles a total of €350

When I reached €350 I asked for a withdrawal which was pending for 5 days, then they send me a message saying that the bonus has been violated and they return €20 and take away the rest that I earned with the €100 that I converted into real money.

Kristina, they only want to pay me the 20€ of the deposit I made…everything else that I won, they took it away, they even asked me for the documents to transfer the 20€. And the rest I got???

So, if I understand correctly, the casino did not provide specific details about the rule you violated?

They say I violated a 5% of earnings rule….

but how did I violate that rule if all I did was play and I was lucky to win?

Dear Kristina, 

The player claimed the 1BLUCKY100 bonus (amount of 20 EUR) on 16.06.2023 at 06:03:27. With the bonus, Simba1990 played mainly slots. While still playing with the bonus, the player made bets ranging from 0.20 EUR to 100 EUR.   

According to the Casino’s Terms and Conditions, while playing with a bonus there is a restricted gameplay – one the points is: "Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower."   

In this case, considering that the bonus was 20 EUR, the player is not allowed to place bets higher than 1 EUR while playing with the bonus. 

As stated above, there are a number of bets that are higher than the allowed amount. That is why the player’s winnings were voided.  

This information has already been explained to Simba1990, by our support team. 

We hope that this will further clarify the issue. 

Kind Regards, 

1Bet Casino Team

I have not placed bets greater than 1€!!! The only thing I did was buy the bonus packs that you have on the slots! I didn't read anywhere that you couldn't buy the bonus packs.

Hello everyone,

Thank you both for your replies.

Dear 1Bet Casino Team,

Could you please forward evidence confirming that the maximum allowed bet was breached to kristina.s@casino.guru? Thank you in advance.

Hi Kristina,

The requested evidence have been sent to your email.

Kind Regards,

1Bet Casino Team

Thank you for your email, 1Bet Casino Team.

Simba1990, unfortunately, by buying in-game features you indeed breached the maximum allowed bet multiple times. I apologize, but under these circumstances, we believe that the casino confiscated your winnings in compliance with their bonus T&Cs, therefore we are not able to proceed with this case.

I understand your frustration and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet, therefore we cannot penalize the casino, nor can we request a refund for you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.