1Go Casino - Player's winnings have been confiscated.

I played at 1Go Casino with a welcome bonus of €200 deposit+€100 bonus. I completed the 45x wagering requirement, after which my balance was around €2100. When I went to withdraw my money, my balance had dropped to €700. I went to ask in the chat why this happened. The chat support replied that the maximum amount you could get from the bonus was 5x the bonus amount. However, this information was not stated ANYWHERE on the casino's website; they said you had to ask about it in the chat. But there shouldn't be rules at the casino that you only hear about through chat because I can't know which rules I need to ask about.

Dear Ze1kk1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Go Casino. I checked the website and discovered the information regarding the welcome package here.

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 close your complaint. Thank you for your understanding.

Best regards,

Tomas

When I started playing at the casino, the bonus conditions didn't say anything that I could win a maximum of 5x the amount of my bonus. I looked carefully through the whole casino to see that there is definitely nothing like that. and when I asked in the chat after playing where my money was lost, I was told that the information can only be found by asking in the chat.

Dear Ze1kk1,

I understand your point of view. Ultimately we couldn't argue for the casino to pay out more than what you are eligible for based on presented evidence. I understand this must be disappointing for you. I wish I could be of more help.

Could you please confirm your winnings of 700€ have been paid out?

I haven't been able to withdraw the money yet, but I'll try again

Were you able to request a withdrawal of these winnings?

Please let me know whether you need assistance and whether there are currently any obstacles for you in receiving the payout.

The money was repatriated, although for some reason I had to play another €200 to get the money for myself

Dear Ze1kk1,

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, 

Tomas

Casino.Guru