The player from Austria has been accused of breaching bonus terms by placing bets greater than the allowed ones. After a closer examination, we ended up rejecting this complaint as unjustified.
20Bet Casino - Player’s bonus winnings have been voided.
Amount: €7,900
20Bet Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Good day,
I have registered as a new customer at 20Bet. € 100 deposited, € 100 bonus received. I made a profit of € 7,900. When I tried to withdraw the amount, it was declined even though the amount could be withdrawn. When I got in contact and asked what the problem was, I was boldly answered: you violated the rules and broke the 5 euro stake rule, so we can keep your winnings. I'm sorry, what???? According to this logic, which is more than ridiculous, according to the rule, I am entitled to the profit I won with 1 €, 2 €, 3 €, 4 € and 5 € stake ??? They can't just take everything from me, but only what was or not the € 5 stake? Ask for your help and advice. Thank you 🙏🏻
Automatic translation:
Public
Public
3 years ago
Dear Nemanja,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://20bet.com/information/bonus-terms:
„The maximum bet with an active bonus is €/$5, unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, 20bet reserves the right to cancel the bonus and the associated winnings."
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 in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. However, I would like to emphasize that maximum bet rule has to be followed the entire bonus wagering.
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
Public
Public
3 years ago
Translation
Thanks for the answer! Unfortunately, the entire € 7900 was taken from me and kept by the casino .. what about the winnings I made with € 1 € 2 € 3 € 4 and € 5 stake? Aren't they my due because the rule wasn't broken? thanks
Automatic translation:
Public
Public
3 years ago
As I mentioned earlier, I would like to emphasize that the maximum bet rule has to be followed the entire bonus wagering. If you are aware of placing any greater bets than the allowed ones any time during the completion of bonus wagering then the entire profit will be voided.
Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.
