Anonym Bet Casino - Player’s winnings have been cancelled.

I have been ripped off by this casino I requested a withdrawal of £500 and still had £219 left in my account,this has all gone missing saying I did something in clause 9.1 which I haven’t,I never used any bonuses or free spins,and they also said I deposited £40 on 4/2 which I didn’t I deposited £100,I have won this money fair and square and they have took it all from me

Dear Craig,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings (here)?:

"IX. COLLUSION, CHEATING, FRAUD AND CRIMINAL ACTIVITY

...

9.11 Company reserves the right to withhold any withdrawal request, which includes to remove all bonuses or winnings in the case of Irregular Play in case of the followings:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. Including purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

Placing wagers that are 30% or more than the value of the bonus (the smallest one among them) currently in play within the bonus wagering requirements are fulfilled.

...

Please note that all terms related to maximum bet or cut winnings is for all products."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit? Ideally, please forward your cashier and bonus histories to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

This was the email I got sent back saying I deposited 40 when my account clearly says I deposited 100.they have limits on how much you can stake on a bet mine was 84,they are ignoring every e mail I send

Yes that’s the only deposit I made in the last month for £100,te others are withdrawals

I was only allowed to make 1 withdrawal at a time but I was winning more so I cancelled them up until the £500 which was pending for 48 hours to which they have took off me and the £219 I had left in my account

I would like to mention that most casinos restrict the maximum bet size for players who play with bonus money. This rule was most likely introduced to make bonus abuse more difficult. Without the max bet rule, bonus abusers could get a bonus from a casino and try to quickly multiply it by placing big bets. If they succeed, the multiplied balance would allow them to easily meet the original wagering requirements and cash out their earnings. The max bet rule is therefore a valid rule used to prevent most extreme cases of high-volatility bonus hunting. However, we, at Casino.Guru, disagree completely with applying the max bet rule to a real money play. 

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Anonym Bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Ok thanks,they are not replying to me now,and have closed my account

Hello Craig,

I am sorry to hear you are experiencing these problems. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite AnonymBet casino to join the conversation and to aid in the resolution of this complaint.

Thanks Adam,I do not agree with this term which has took £719 off me,from the day I signed up every bet I placed was over 30% of my deposit but for months they let me carry on depositing placing these bets,no warning no nothing,until the day when they just took all my winnings off me,I’m sure I am not the only person this has happened to and think it’s completely unfair how they have done this.They have closed my account now and are ignoring all my emails

Hello Craig,

There has so far been no response from the casino so I will attempt to contact them once more.

We would like to ask Anonym Bet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Craig,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from their side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I wish I could be of more help.

Best regards,

Adam