The player played with a bonus and managed to win some money. When he passed the verification process, his winnings were cancelled, and the deposit returned. We rejected the complaint because the player violated the Bonus T&Cs.
Astralbet Casino - Player lost his winnings due to a breach of Bonus T&Cs.
Amount: €200
Astralbet Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Astralbet Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 years ago
Public
Public
5 years ago
This is a casino scam. Initially, they requested documents for withdrawal, I provided all the documents, but they said that the bank statement was blurred. I sent the original pdf document. As a result, the balance was returned back to me, instead of 200 euros, there were 20 euros on the account. said that I violated the rules for wagering bonus. Screenshot http://prntscr.com/q4kibv
Public
Public
5 years ago
Dear Serhii,
Thank you for contacting Casino Guru. I’m sorry to hear that your winnings were cancelled. It is very common for casinos to limit the winnings from bonuses and implement other restrictions (e. g. restricted games). If you breached the Bonus T&Cs by playing a restricted game, there is not much we can do. However, I would like to have a look at the terms and see if I can help. Which bonus exactly did you play with?
Best regards,
Peter
Public
Public
5 years ago
Translation
Hello. I played for the first deposit bonus. I saw ads with the Skrill system and decided to spend time in this casino. I was canceled because I played in the Reactoonz slot, they claim that it is not possible to play this slot for bonus funds there, but when you play the Reactoonz slot itself, you immediately remove the bonus in this game that the casino added, it turns out that I played my money, and not on bonus funds.
Edited
Automatic translation:
Public
Public
5 years ago
Hi Serhii,
Thank you for the reply. I looked at the casino's Bonus T&Cs and found the rule:
"10. We reserve the right to void any winnings generated should you play on any 0% contribution games before fulfilling the Playthrough Requirements (wagering requirements)."
Unfortunately, this happened in your case. I'm afraid, I can't help you with this one. As I mentioned before, if the casino grants bonuses to the players, it can also make the rules and the players have to follow them. I'm sorry, but we can't penalize the casino for this. The complaint will be rejected. I wish I was of more help. I recommend you to always read the Bonus T&Cs before you start playing.
Best regards,
Peter
