bCasino - Players' winnings were reset after attempting to withdraw.

This Casino offers many bonuses, almost daily, such as 5 free spins without deposit. Ordinarily, I would only win a few cents from these spins. However, on one lucky day, I managed to secure a bonus that bumped my balance up to 5 BRL. I continued to play Sugar Rush 1000 and was able to increase my bankroll with the winnings. With my enhanced balance, I ventured into other games where the Casino usually awards me 5 spins in one and another 5 in another. Playing the 1 BRL spin yielded additional wins and I managed to reach a rollover of 5 BRL, with a real balance of 250 BRL in my account. I have the entire history of the games on record. With my real balance, I purchased a 100 BRL bonus on Sugar Rush 100 which resulted in a windfall of 1,370 BRL. I then attempted to withdraw 100 BRL to test if the Casino would pay out. However, the next day, my account balance was completely wiped clean.

The Casino lures its customers with a plethora of bonuses. While I was initially intrigued by the sheer number of bonuses they offer, I soon realized that when we, the players, secure any significant winnings, the Casino does not pay out. This abundance of bonuses seems to be a mechanism they use to avoid payment.

Dear ericleo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted casino support and asked about the issue?
• Have you been advised why your winnings were confiscated?
• When have you deposited in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas:

Have you contacted casino support and asked about the problem?

Answer: yes, I contacted them complaining, they said they were analyzing it.

Have you been informed about why your winnings were confiscated?

Answer: They said that I bought a bonus worth 10 BRL, which did not exceed the bet value of 20 BRL and even so, when I bought the bonus I had already converted the bonus into a real balance.

When did you deposit at the casino?

Answer: I made several deposits, but these winnings were from birthday free spins.

Could you share your communication with the casino? Send emails or chat transcripts to my email

Answer: I will send my complaints to your email.

in tomas@casino.guru , or post screenshots here

Thanks

Thank you very much, ericleo, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ericleo,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite bCasino to join the conversation.

Dear bCasino,

Could you please provide information on why were the player's winnings voided?

Eles me enviaram isso, eles tem muitos termos que dificultam pagarem os ganhos, termos injustos, eu já tentei sacar no Boo Casino da mesmo grupo também não me pagaram, acho melhor apenas parar de jogar nesse Casino pois acho que será difícil eles devolverem meus ganhos.

Dear Eric,

Thank you for your patience while we investigated your complaint.

Firstly, please note that we understand your frustration with regards to the casino's decision to void your winnings and we apologize for any inconvenience caused.

Kindly note that as a registered player at our casino you have the sole responsibility to read, acknowledge and play in line with the casino's General Terms and Conditions as well as any promotion terms and conditions. 

The Terms and Conditions for every bonus offer can be found on the relevant sections of our casino site and/or in a direct link provided in the Promotion Overview on any relevant marketing materials. Therefore, the applicable terms, which also include withdrawal conditions, are made available to all players to read and understand before they claim and start playing with a bonus.

Additionally, please note that the betting rules for all bonuses with attached wagering requirements are the same across our site. You may refer to them below:

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

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two)

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

5. 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.

The General Terms and Conditions apply.

Please also refer to the following clause of the General Terms and Conditions, which states:

All withdrawal requests will be audited by the casino to ensure that all general terms and conditions and all bonus terms and conditions were met. Should the terms and conditions not have been met, we reserve the right to void all winnings from the time the bonus was received.

Upon review of your withdrawal request with ID 22995147 for 100.00 BRL, as well as your relevant game history, it was confirmed that you had deviated from the bonus terms by placing multiple bets higher than 10% of the bonus amount you received (bonus 5.25 BRL => max bet 0.52 BRL). As per the bonus terms, this is not allowed and will result in the removal of any associated winnings.

For your reference you will find a copy of your relevant game history attached to this email. The wagers marked in yellow represent your progress through the wagering requirement and the irregular bets are marked in pink.

Following all the above, we find that the casino had firm grounds to void the associated winnings in full and this decision to be in accordance with the applicable Terms and Conditions of our site, thus it will stand.

We once again apologize for any inconvenience caused by this matter and remain available should you require any further assistance.

Regards,

Complaints Management Team

Dear all,

Thank you for your patience while gathered all relevant information about the player's complaint.

As the player has been informed on 03-June-2024, the reason his withdrawal for 100.00 BRL was declined and all associated winnings voided, is that he breached the applicable bonus terms and conditions by placing multiple bets higher than 10% of the bonus he received (5.25 BRL, free spins winnings bonus => max bet 0.52 BRL).

In the casino's General Terms and Conditions, section 10.21 it is stated:

• All withdrawal requests will be audited by the casino to ensure that all general terms and conditions and all bonus terms and conditions were met. Should the terms and conditions not have been met, we reserve the right to void all winnings from the time the bonus was received.

As it has become evident upon review of the player's relevant game session, he has been able to place bets within the maximum bet limit for the bonus used, and thus we still consider our original decision to be line with the applicable terms and conditions.

However, we hereby would like to note that, as of 05-June-2024, the casino has updated its General Terms and Conditions and bonus policy, including the non-allowed wagering activities, which now state the following:

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

[...]

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two). For a received bonus amount of less than €2.00, the allowed maximum bet is €0.20.

[...]

In light of the recent changes in our terms, despite the same taking place after the player submitted his complaint, we have come to the decision to reinstate player's winnings up to the maximum withdrawal cap for the bonus used, which is 500 BRL and proceed with their payout.

It should be noted that we will be able to proceed with this action once the player completes the required KYC verification. Further details about the document requirements will be provided to him separately.

We trust that the proposed solution meets the satisfaction of all parties involved.

Should anything further be required, please let us know.

Best regards,

bCasino

Dear Bcasino, if you check, I was a player who always deposited at this Casino, I deposited more than 1,300 BRL without obtaining any winnings, I never managed to beat the bonus rollover which is high 40x the bonus value, you already have the advantage of having a rollover of 40 x before we can withdraw, and there is also this betting restriction, there are many terms and conditions, for those who just want to have fun and try to make some gains, we don't want to do the math if we exceed the bet amount, if we can buy bonuses or no, but that's ok, you who make the terms and conditions of your Casino.

I was entitled to receive what I earned, but I agree to the refund of 500 BRL, but I would like my verification to be faster, as I sent my documents more than 7 days ago.

My deposits were all via Pix Brasil linked to my CPF, and I requested the withdrawal precisely from the account that has my CPF linked.

I would like to know if the amount will be returned to my Casino account or will it be credited directly to my account?

Note: My account has not been verified yet even though I sent the documents.

And I await the opinion of Casinoguro

Thank you all for your responses.

I would like to give our perspective on the whole situation.

While we generally agree that players should read and familiarize themselves with the bonus terms and conditions before claiming any bonus, it is ultimately their decision whether to accept a bonus or play without one if they are not satisfied with any of the bonus rules or restrictions. The maximum bet rule is one of the most crucial rules, and almost all bonuses specify a maximum bet amount while playing with an active bonus. However, as the industry evolves, we are committed to contributing to a safe and fair environment for both players and casinos. Rules such as restricted games, maximum bets, and others should be automatically enforced by the system to prevent players from unintentionally breaching the rules. Leading casinos have already implemented such features, and our aim is to make this a standard across the industry.

I'm glad the casino team has reconsidered their initial decision and recredited the player with their winnings. Since the winnings were obtained with the help of a bonus and the bonus had a maximum win cap of 500 BRL, any additional winnings were rightfully deducted, and the casino has returned the correct amount, which the player would be able to withdraw even if there were no issues with the gameplay.

I trust the player verification will soon be completed successfully, and the player will receive their rightful winnings of 500 BRL.

Dear Casino team,

We kindly request information regarding the completion date of player verification and the timeline for processing refunds, as well as details on the method of refund transfer to the player.

Hi Michal, this speech of yours was very important "rules such as restricted games, maximum bets and others should be automatically applied by the system to prevent players from unintentionally violating the rules. Major casinos have already implemented these features and our goal is to make this a standard throughout the industry", following the reasoning behind your statement, players don't usually read the terms, and sometimes we can make a mistake with the bet, or forget to change the value of the bet, I had a problem with a Casino called SPINADO, I obtained winnings of 4,200 BRL but they withdrew my winnings for a single bet that I forgot to change the bet, they had the locking system, but they considered it as a bet, for the record, even with the system and resources, some casinos still consider it as a bet made.

A question Michal engaged in your speech, when the bet is blocked above the value, is it considered a bet, even with the bet blocked?

Regarding BCASINO:

Please note that to date, BCASINO has not verified my account and has not returned the amount to my account, much less to my bank account, thank you.

Hello all,

Please be informed that we have now received the player's KYC document/s and will be able to proceed with the payout of his withdrawal.

Since the player used PIX to fund his gaming account, we will use the same payment method for processing his withdrawal payment.

If you require any further information, please let us know.

Best regards,

bCasino

Thank you for your response, bCasino team.

Dear ericleo,

I am pleased that we were able to reach a satisfactory resolution with the Casino team. I am confident that once the verification process is completed successfully, your winnings will be processed promptly.

Regarding the similar issue you experienced at Spinado Casino, I am unable to provide a comment without further details. Please feel free to submit a new complaint so that we can investigate and assist you accordingly

Michal, thanks for your attention, I'm waiting for the withdrawal to be processed!

I received the withdrawal in my bank account today, BCASINO paid me thanks Casinoguru and Michal.

Great news, ericleo. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru