The player from Spain had her winnings confiscated. The casino claims she breached the maximum allowed bet rule during the bonus play, but the player is sure she has never played with any bonuses. We rejected the complaint because the player didn't respond to our messages and questions.
AllCashBack Casino - Player’s winnings have been confiscated.
Amount: €2,500
AllCashBack Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Deposit 50 euros on 9/30/20 (I had already made deposits before for more than 200 euros.
I did not receive a bonus and I did not request it.
I played and withdrawn my winnings on 10/4/20.
Send the documents and they replied that everything was perfect.
On the 6th, apart from the withdrawal that appeared in pending status, they added 30 euros of balance. When I asked if those 30 euros conditioned me to withdraw my winnings and they told me that IF I said that I did not want them, obviously I was not going to risk 2,500 euros for a bonus of 30 euros. It seemed strange to me, I think they added that bonus to see if I fell and played it, but it wasn't like that and I rejected it (save screenshot of the chat because it seemed strange to me)
Today I asked about my pending withdrawal and they answered me that I have not met the bonus conditions when I did not have any bonus granted.
I copy here the text of the email they sent me:
"" "Dear Maria
As part of our regular withdrawal review process, we have seen that the terms and conditions of the bonus you received were not being met
The Bonus Terms and Conditions prohibit placing single bets, equal to or greater than 30% of the bonus value credited to the player's account, before the wagering requirement for that bonus has been met. (You can review the Casino Terms and Conditions by clicking on the "Bonus Terms and Conditions" link at the bottom of our site)
Therefore, we have canceled your withdrawal request and removed your winnings.
If you have any questions, please reply to this email or contact our customer service via live chat on our site.
Best regards,
Verification Team "" "
Where do I report this?
Automatic translation:
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4 years ago
Dear Mariasm,
Thank you very much for submitting your complaint through our website. Do I understand correctly that you never played with the €30 bonus money and they were removed by the support? Could you please provide a screenshot of your bonus history?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
Good Morning,
There is no history of the bonus because I never played with bonuses. Besides, the casino has no option to remove this data.
I would like to know if it would be good to file a complaint from the Directorate of Safe Gaming of Spain?
Edited
Automatic translation:
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4 years ago
Mariasm, could you please forward me your game history? My email address is kristina.s@casino.guru. Thank you very much.
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4 years ago
Translation
View it but not download it. If you want, I give you authorization with my username and password to see it.
Edited
Automatic translation:
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4 years ago
If there is no option to download it, you can request it from the casino's support and they should provide it to you. When you receive it, please forward it to kristina.s@casino.guru.
Also, please, do not share your loign and password with anyone else than the casino. If someone would log in from a completely different country, it could lead the casino to closing your account.
