bCasino - Player’s bonus winnings have been voided.

I deposited into the casino with a $5 promotion with a 200% bonus and 50 free spins. I won $21.88 on the free spins before I started my wagering. So my total bonus was $31.88 to be removed at the end of wagering in the case that I was to cash out. I completed my wagering playing mostly $0.50 to $1.00 with the exception of 10 auto spins I had accidentally done at $2.00. I then asked a online support member how much my max withdrawal was and they had informed me it was $401.00 so I did so. They asked me to verify my identity ,despite the fact that I was all ready a verified player. So I did so and passed once again. I then received a email stating my withdrawl was cancelled and my winnings confiscated due to breaking T&C. That I bet over 10% of my bonus. This Friday to Saturday this occured, now it is monday and I still have not got a reply. So I contact live support only to be told to wait for the email longer and immediately hung up on. This is not the first time either this has happened but enough is enough. Every person you talk with tells you something different on this site. They keep bending their own rules until they cannot anymore, and then they just break them. I have screen shots of the free spins win. My chat with the support team members aswell as the email they sent me.

Dear Bebearlene2233,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Bonus Terms & Conditions

...

4. Betting more than €4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

5. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games)

6. Using a ‘feature buy’ or Buy Pass function within a game

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed."

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.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes I am aware of the 10% rule , what but I did not go over 10% of my bonus. My bonus totalled $31.88 I did 10 spins at $2.00 and the rest were all $0.50-$1.00 well below 10% I will have to get my game history but that could take hours to collect, it is around 500 pages I believe . I always keep my bets low so play through takes me a long time. If a casino is going to the lengths of canceling your withdraw and confiscating funds. Shouldn't the burden of proof fall upon the casino. They are stating they have record of it. but have yet to produce anything or even a simple response back for that matter. I will attach a screenshot of my conversation with live support. They have put fourth zero effort so far in resolving this. They just cancelled my cash out confiscated my funds and ignored as of this point.

Thank you, Bebearlene2233, for your reply. Please understand that you received a 200% bonus on your $5 deposit. That means that the maximum bet was counted from the amount of $20. Therefore, the maximum bet allowed during the completion of your bonus wagering shouldn't be greater than $2. Are you aware of placing any bets greater than $2, please?

No $2 was my largest bet at one round of 10x autospins. All my other bets were lower than that amount. I am yet to receive any sort of reply from the casino support team.

Thank you very much, Bebearlene2233, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 Bebearlene2233,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case, and hopefully, he can explain what happened.

Hello all,

We have carefully reviewed this case.

First of all, I would like to apologies for the lack of reply to the players' email - unfortunately it has been sent straight to our Spam inbox for some reason. We have engaged our technical team to look into that.

Regarding the players' withdrawal request denial, this is the information that we have:

The player has made a deposit in the amount of CAD5, received a deposit bonus in the amount of CAD10 and also had winnings from free spins in the amount of CAD21.88.

Due to this, the players' maximum allowed bet was 10% of CAD10 as per the bonus she received. In this case $1, as it is stated in our T&C's:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

4. Betting more than $4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

In the players' game history, we can see she has made 12 bets in the amount of $2, in addition, the player has admitted to these bets here, in the course of the correspondence.

That is double the allowed amount she was allowed as per the bonus she claimed.

Due to this breach, her winnings have been voided.

I will be happy to provide further information upon request.

Regards,

bCasino Representative.

Ok if that is the case then how do seperate the free spin bonus from the $10 bonus because you put them together in the playthrough, and if they are seperate like you say how would anyone tell when one stops and the other starts it makes no sense what so ever, what you are purposing is that it is 2 seperate bonuses active at the same time? Why is the free spin and initial bonus treated as one the rest of the time. I just don't understand. And ignoring your players is ok because my email went to spam, how on earth would a reply,not a new email from me go to spam. it seems like you guys continue to make it up as you go and bend the rules in your favor to keep from paying your players.

Dear Bebearlene2233,

There is no need to separate free spins from the initial bonus because mentioned rule players need to follow until the wagering is complete. (it doesn't matter if the winnings are from free spins or bonus).

So I am afraid that because you made 12 bets of €2, the casino has a right to void your winnings. ( I am sorry for the bad news)

Dear Bebearlene2233,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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.