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

On the 7th I played for the first time at 20bet Casino, I placed 100 and got 100 bonus from the first deposit. I managed to make a profit of 350 and requested the withdrawal.

After a long wait my withdrawal was refused, I realized that some documents had been refused so I resubmitted and they were accepted.

As it was taking a while, I decided to continue playing where I paid 8,500,

I requested a withdrawal of 7900 and after a long wait it was refused on any information, I went there and requested it again and filed a complaint.

After the complaint was registered, I was informed that it was being processed but what they actually did was confiscate all my money on the grounds that I had violated the bonus rule.

I asked where I cheated but they don't explain and they just repeat that they won't return the amount

Dear leonardolaquale,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated?

Also, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

But which bonus rule did I violate? I pulled the betting history and from what I saw I was filling the anthem with real money spins without using the bonus that was active, I started playing at 17:16 with bets of 1.25 at 17:17 I won 85.50 on wild Gladiators + 19.55 at the same time at 1728 I won 159.00 at hoino without counting the smaller amounts that I had won before at 17:29 I won + 29 +85 +275 all at the same time,

I had already withdrawn almost 500.00 playing with my money without using the bonus, when I requested a withdrawal of 350 and was denied due to lack of documents.

I gathered all the requested documentation and went to play at Wanted 240.00 where I won 80, I played twice spending 440.00 and won about 100 in total, what was left I played at the hot fiesta where I paid 1800.00 for the first time, then I went back to wanted and I won 5 thousand.

Where did I break rules? the site appeared the amount for withdrawal and the bonus, not used, I requested withdrawal of 8000 thousand and it was denied, I requested again 7900 that was denied and confiscated..

They already claim that I violated the rules, tell me when I did it, in what play or game?

Just accusing violation to not pay is not enough, it needs to be specific

Just to help with the analysis, after confiscating my earnings they returned 100.00 to me, which was the money deposited, it was the only time I posted high to undo the money, even so I doubled the amount and they went there and took everything... .

I'm still requesting the report showing that I violated the rules but 20bet doesn't send it. This is sad as it creates a distrust of all casinos.

Thank you very much, leonardolaquale, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello leonardolaquale,

I will assist you with the complaint from now on. I'll contact the casino and ask them for an explanation. I would like to ask the representatives of 20Bet Casino to join the discussion in order to help us resolve the situation.

20Bet Casino,

Could you explain why leonardolaquale's winnings from a bonus were voided?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The player in question has violated the bonus wagering rule:

1f. The maximum bet with an active casino bonus is 5 EUR (5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/125 CZK/500 ARS/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP), 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. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

Due to the above-mentioned rule, the casino has deducted the winnings from the amount of the initial deposit.

Thank you.

Hello all,

Thanks to 20Bet Casino for the reply.

Dear leonardolaquale,

Are you aware of breaching this rule during the time you played and wagered the bonus?

Come on

It is easy to say that I violated the rule, from the moment my winnings were confiscated the Casino only copies and pastes the rule but at no time points out how and in which game I violated the rule.

From what I read in the rules, the bet cannot be above 30.00 except for buying respins, I looked in my game report and did not see a bet above 30.00.

I think the Casino should be clearer and have more respect for the players, the fact happened on 07/11 and until today they haven't informed me when I violated the rules.

What I'm asking for is an explanation, where did I violate the rules? which game? day? hour?

The rule was not clear as below when it mentions "NOT LIMITED TO RESPINS"

1f. The maximum bet with an active casino bonus is 30 BRL (5 EUR/5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/125 CZK/500 ARS/4,500 CLP/ 7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK /2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP), unless specifically stated for the bonus. When purchasing any game resources, including but not limited to respins (re-spins), these will be added to your stake amount. If the player exceeds the maximum bet when the bonus is active, 20bet reserves the right to cancel the bonus and the winnings associated with it. If your account currency is not specified - the maximum bet amount will be equivalent to 5 euros in your currency.

Another issue is that the Casino itself informs that first the player's money will be used and then the bonus, at the time of winnings the money was still real

1j. When using an activated bonus, the real money amount of the player's account is wagered first, and only then the bonus amount is wagered.

And another thing, you adjusted the value of 7800 and returned the 100.00 to the account, I went there to play, doubled the value and you took everything, that is, the casino violated its own rule in appropriating the player's money ....

You can't accuse and not show the evidence, so far the casino has only published the rules but has not demonstrated the violation.

Another thing, they appropriated my money, if I violated the rules and lost the bonus why didn't they return my money?

They took my invested money and bonuses.

20bet where did I violate the rules??

Be clearer, if you demonstrate where I violated we close the case and I retract here publicly.

Dear 20Bet Casino,

Would you be able to provide us with a game log of leonardolaquale's gameplay while the bonus was in play? Please send the log and point out when exactly were the rules breached to my email at tomas@casino.guru

Much appreciated!

Hello,

The bet history was provided, thank you.

Thanks for the provided game history. I'll review it and will reply here with my findings.

Dear leonardolaquale,

I apologize for the delay,

According to the game log we received from the casino, the max bet breach we observed was on the Aviator game, with bets of 40 BRL and 100 BRL. Therefore we must agree with the conclusion of the casino the max bet rule was breached.

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 issues with any online casino in the future.