20Bet Casino - Player’s bonus winnings have been voided.

After losing more than 10,000 euros, on Friday they had a promotion according to which they gave me 50% of the next income.

I entered 70 euros and they gave me 35.

I started playing at the casino, I won about 500-600, I tried to get 400, they wouldn't let me because I had to play 1400 first to release the bonus.

I continued playing the typical game with repurchase specials, 50-100-200 euros, I reached about 1400-1500.

I released the bonus, they let me make a withdrawal of 600 that was pending.

In the end I won after about 5-6 hours another 8000-9000 euros. I withdrew 4200 more and lost the rest.

About 10 hours after I made the withdrawals, I get a message from the support that they cancel my winnings with the reason that I do not respect the bonus rules and that I try to rob the casino.

That the maximum bet when you release the bonus is 5 euros (the rebuy has been 100-200, but the bet never went up to 5).

They seem to me without shame, I ask for explanations and they answer me the same thing, definitive decision and that I am careful next time.

I consider that they are thieves, who treat the client as a miserable person for the simple reason that they are in a tax haven and it is not easy to report it.

Any help reporting is appreciated.

I can check with the losses and the treatment I receive when I ask for explanations

Please watch out for those thieves

Dear alexcat1178,

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

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Bonuses - General Terms

...

1e. The maximum bet with an active casino bonus is 5 EUR (5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1700 HUF/10 BGN/125 CZK/500 ARS/30 BRL/4500 CLP/400 INR/7000 KRW/25 PEN/600 JPY), 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 standard practice yet. You were not stopped or blocked when you decided to purchase an in-game feature, and, as a result, you breached the maximum bet rule.

If you are aware of doing so, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I did not see those rules when I bet, only in the bonus of 35 euros that I have to bet 1400 euros.

Bet and I want to remember that on the web they have games that let you play them while you have a bonus or not.

In particular, I never bet more than 5 because I only bought freespins with a bet lower than that amount.

Now they tell me that if the bet has been lower, I couldn't buy freespins either.

I was not banned when I decided to purchase a game feature and as a result broke the max bet rule, but instead I have unlocked the bonus and was allowed to withdraw.

You can see that in all the time that I played and before and after I used the same pattern buying freespins, then I never wanted to infringe anything.

It does not seem normal to me that despite making a mistake they take away all the profits on the first mistake.

If you really want to be a serious company you could put in the box when you unlock the bonus, that there are conditions for unlocking.

In the end, I consider that I gained more in losing the 5000 now and stop playing in that casino.

Today I asked for self-exclusion again but since in the last attempts they offer me bonuses and try to convince me, don't worry, I won't keep losing.

Apart from that, they who are so legal, for almost a month I want self-exclusion, they try, as I saw in other comments, to make you keep bonuses with tactics of responding late.

And so you lose more money.

In principle, they know very well that the law forces them to close the accounts of those who ask for these and not use tactics to retain the client.

But a company that is based in a flat on the fifth floor in Cypre is what it has.

Thank you and have a nice day

This is a bonus, at no time do you know that there are certain conditions to unlock, I don't know why at least they don't warn, that there are conditions and limitations

Dear alexcat1178,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 20Bet Casino

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@20bet.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear alexcat1178,

Have you succeeded in closing your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.