The player from Germany submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The casino confiscated the player's winnings claiming he breached the maximum allowed bet. After reviewing the game history we came to the conclusion that the casino confiscated the player's winnings in compliance with their bonus T&Cs.
Abo Casino - Withdrawal of player's winnings has been delayed.
Amount: €4,200
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I made a bigger win at abocasino. My bonus conditions were already done. Then I won a larger amount for my standards. Two days later I received an email congratulating me on my win.
I continued to play for some time.
When I then requested a payout, my account was suddenly missing around 700 euros and I received an email telling me that I had violated the conditions of use. And my withdrawal of 3500 was canceled too. I've been asking for proof that I broke their rules for over a week now.
Greetings Gunter
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1 year ago
Dear luca1710,
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
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1 year ago
Hello luca1710!
My sincere apologies about the matter. I can understand your disappointment. However, our payment officers acted strictly according to our Terms & Conditions which state that max bet while playing with a bonus has to be 5 EUR or equivalent in another currency. I'm sorry to hear that your experience at our casino was clouded by this situation.
The list of all your bets made with the bonus was sent to you via email.
I can also see, that all the documents, requested for verification were added to your account just today, so the verification process is not completed yet.
Best regards,
Abo Casino Team.
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1 year ago
Translation
Good evening
I have just been sent my betting history of almost 25,000. From these 25,000 games I still can't tell when and where I should have broken the rules. Couldn't they have just sent game 1234 or game 5432 in which I am said to have broken the rules. Furthermore, it would not be fair to alert players who choose to bet too high that, should they choose to bet, it would be against the rules and there would be consequences for them.
Oh no. Then I'd rather let the players unknowingly fall into the trap and shamelessly continue playing for 3 days afterwards.
In my opinion, this has nothing to do with a fair partnership. And I'm still convinced that I didn't knowingly play for too high a stake. Furthermore, I am firmly convinced that the bonus conditions were already settled.
And I can also say that there are also fairer casinos. I've won in another casino before and I was paid a large amount (almost 6000 EURO) without any problems.
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1 year ago
Hello everyone,
Thank you both for your replies.
luca1710, I checked the bonus T&Cs and I found this:
"7) Limitation of the maximum bet while wagering: 5 EUR/USD (7.5 AUD / 7.5 CAD / 50 NOK / 17.5 PLN / 7.5 NZD / 600 JPY / 5 USDT or its equivalent in BTC, ETH, LTC, BCH, DOG). Max bet limit (5 EUR) includes bets doubling after a game round has been completed, bonus rounds (purchased within the game)."
Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well. Thank you.
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1 year ago
Translation
Good morning Kristina
I have just sent you the betting history with over 24000 games. Sorry but I really can't make sense of it. I would also like to let you know that I played with a 100% welcome bonus.
I would be very happy about an answer from you .
Greetings Gunter
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1 year ago
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I am said to have violated the rules of engagement in the abocasino.
1) When I was supposed to have played with an increased stake, the bonus conditions of 40 times the turnover had long since been settled.
2) When I was supposed to have played with higher amounts, my payout had long been requested.
Greetings Gunter
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1 year ago
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Hello Kristina
I just got an email from the support team.
This email now says the following.
You have violated the Bonus Rules (MBB)
disowned.
For this reason we have deducted 143 euros from you.
What about my remaining money of about 4000 euros.?
Greetings Gunter
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1 year ago
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Hello Kristina
Have you heard anything new?
I don't quite understand the email.
You write that because you violated the betting rules, you were deducted 143 euros profit.
My question .. what about the other 4000 euros.?
Greetings Gunter
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1 year ago
Could you please forward all existing emails or messages to kristina.s@casino.guru?
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1 year ago
Translation
I did send you the email.
Greetings Gunter
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1 year ago
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Hello guru team, hello kristina
What's the matter with you, I haven't heard from you for over a week now. I did send you the emails.
Can you tell me something new?
Greetings luca1710
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1 year ago
I apologize for the late reply. I reviewed your game history, and I found out that you breached the maximum allowed bet over 30 times during the wagering of the first deposit bonus (bet ID from 40390126 to 40390250) and many of these bets were winning ones. Unfortunately, under these circumstances, we believe that the casino confiscated all 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. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
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.
