Casabet.io Casino - Player's winnings have been capped twice.

Dear casino guru!

I would like to contact you with this problem.This casino has tried to sneakily and dishonestly take my real money balance 2 times.

I deposited and used my second deposit bonus.

I rolled the bonus.i finised and i see it my real balace my bonus. so I successfully spun it.

and i won it. and i want withdraw my real money balanced.but after i got 1 email

my winnings were limited.ok no problem. there was again 80 thousand forints real balance in my account

after i start playing again my real money balance 80.000 huf i won i 500.000 huf and i want withdraw. but my processed withdraw missing my account and my account again got 80.000 huf back real money.this has happened 2 times already. that I have wagered my bonus.. i and i made it real money balanced. so i want talked for you. this casino limite the player real money account.is this normal and not unfair?

Can you help me with this issue. Because the casino took 500,000 HUF worth of withdrawals from me?

and they didn't inform you that if you convert the money to real balance, you can no longer play with it in the accountb,It is not included in the contract and I was not informed about it.

so it effectively limited your real balance!It's already unfair that the deposit bonus is limited to 5x in the 2nd deposit bonus, but then when you successfully claim the bonus. and there you get it as real balance, and then you start playing again with your real balance and you win with it but the casino doesn't pay it out

Moreover, there is no such thing in the contract and they do not inform you that if you successfully wager the bonus and it turns into real balance

then you can't play with that money anymore.

even if you have real money in your account balance

this bullshit. i think this Casino Fake

Can you please check this for me? or can you help me?

Dear noni0706,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

After your first withdrawal request was canceled, was only the amount of 80,000 HUF credited back to your account?

Have you tried requesting the maximum allowed amount immediately after it was returned to your account, or did you continue playing with the capped winnings straight away?

Have you contacted the casino customer support after your winnings were capped for the second time?

Did you see the balance in your real money section?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Dear Veronika! Thank you for contacting me.Of course I will answer the questions

1.After your first withdrawal request was canceled, was only the amount of 80,000 HUF credited back to your account?

When I successfully completed the bonus, I wagered it.had 70,000 forints in my account.

My account said I successfully claimed the bonus and the 70,000 forints were added to my real balance.

I continued playing with the knowledge that it was my own money.I won 400,000 HUF and I send a payout. but my account got the limited add me back 80,000 huf in my account.I was nervous because I already had a real balance. And I couldn't even enter the chat because the internet showed an error.So I wrote an email to the team asking why they were limiting the real balance that I had already successfully transferred. and answered for me this

I got this email and reevaluated it.my accumulated balance was deleted and limited5x ok i accepted that i wait him the answer in email. but don't answer me!So there was a real balance in my account of 80,000 forints. And I started playing with it again, thinking that it was mine and I could use it.

I managed to win 500,000 HUF real balance. and I did it again, and now it has limited my balance again i got back 80,000 huf

I wrote them several emails and now they have answered me in 2 days.

I received an email today and here it explains in more detail that I can't play with the money anymore and I have to withdraw it to keep it.

This is not mentioned in the contract and the casino has never informed me about this before.

What you wager as a bonus and convert into real balance is your own balance and you can do whatever you want with it. No casino can ever limit this.

2.Have you tried requesting the maximum allowed amount immediately after it was returned to your account, or did you continue playing with the capped winnings straight away?

yes I tried to withdraw my winnings. but it was restricted and returned to my account. yes I made the connection with the support. but the support only referred to this

the finance team also responded today 2 day after

and here it explains in more detail that ,I can no longer use that money so I won twice and no one informed me that I can no longer use my real balance. when the bonus also said that I successfully wagered the bonus and it changed to real balance

3,Did you see the balance in your real money section? yes

I saw that the money had changed to real balance and the casino indicated that I had successfully wagered the bonus. and it had gone to real balance yes

Have you made any successful withdrawals from this casino before? I haven't been successful withdtaw yet. However, I verified myself 2 days ago, which was accepted on Feb 24.

I think it's unfair that I have to contact the casino and not force them to find out if I can use my real balance or not.

The casino didn't specifically state anywhere that you can't use the balance once you've used up the bonus.

this casino do it me 2 times and now again add me back the 80,000 huf balance and today i got the information in email that I can't use the balance

he 3 day after answered me!

can help me?

so the casino took 500,000 huf worth of payouts from me

in summary

the very first time the casino didn't need to limit my balance because it didn't exceed the maximum 5x payout of 80,000 HUF w when I successfully completed and wagered the bonus

i have 70,008 huf have my account real money. The casino also indicated that I had successfully wagered the bonus and that my balance was real.

then i started playing immediately. and i managed to win. and when i withdrew it again it limited my balance to 80,000 HUF. then i wrote another email because chat is not supported.I continued playing knowing that this was now my real balance and that it was not limited.

I saw it in my balance and in the history it showed that this is my real balance and there are no restrictions on it. And no one informed me that the winnings from the bonus are limited.

the restriction has already happened once, it invalidated my balance and my real balance has been restored to 80,000 5x

So I started playing again with the knowledge that now this is my real balance and no one can limit it and knowing that I could lose this,

. Because I can see that it is real and when I spin, my balance also shows that it is real money.

I initiated a new withdrawal. But the casino again confiscated my winnings that I won with real money.this is the third time i have won and it has been limited.

Today I received a detailed warning that I cannot play with the money I successfully wagered. here i asked him

after i send him 2 email. but not asnwer me

and today write me this email

what is stated in the contract is that my bonus is limited to 5x and voids the remaining balance when i withdraw .this has happened before i got 80.000 huf real balance after i start played again and i wont this real money! The casino cannot limit my real balance. And the contract does not say that your balance cannot be used if you have successfully wagered the bonus.

Dear casino guru, do you consider this fair in this form? can help me? i think this total unfair. and it's all misleading. and I need my winnings back 500,000 huf

thank you!

Thank you very much, noni0706, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank You Very Much Veronika!

I hope the casino fixes this error as soon as possible and returns my balance that I won with real money.

I would like to attach another picture.

I achieved this victory the second time with a restored real balance!

Hello noni0706,

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

We would like to invite Casabet.io Casino to join the conversation.

Dear Casabet.io Casino,

Can you please explain why the player's winnings were capped twice? I understand that your bonus terms state that winnings from bonus wagering are limited to a maximum cashout of five times the bonus amount, and any excess will be voided before withdrawal. However, it seems that this cap was already enforced, and the funds in the player's balance of 70,000 HUF were reflected as real money (if I'm not mistaken); thus, once the player has continued playing with these "real money" funds, the bonus restrictions should no longer apply to any additional winnings.

I look forward to your clarification on the course of events.

Hi Michal!

Thank you for joining and trying to help!

I also find it unfair that the casino doesn't try to resolve the case with me.I have sent her 2 emails successfully since Feb 27. but never answered me back!Internet disconnects while chatting

I hope you manage to reach the casino!

Dear noni0706 and Michal,

Thank you for reaching out regarding this matter. We appreciate the opportunity to provide clarification.

We have carefully reviewed noni0706’s case once again and remain confident that all actions taken were in strict accordance with our casino’s terms and conditions. Furthermore, we deeply regret that user encountered such an experience, and we truly understand how frustrating it can be when expectations don’t align with outcomes.

On February 22, 2025, at 20:57 UTC, noni0706 made a deposit of 20,000 HUF and received a welcome bonus of 80% plus 50 free spins as part of the promotional offer. The wagering requirements for this bonus were successfully met on February 23, 2025, at 21:35 UTC.

However, it is important to note that the terms of the deposit bonus clearly state that winnings obtained while wagering a bonus are subject to a maximum withdrawal limit of five times the bonus amount. This is outlined in Clause 9 of the Deposit Bonus Promotion Terms:

"All winnings received while wagering a bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any exceeded balance will be voided prior to money withdrawal."

This rule is also reiterated in Clause 1.2 of the Bonus Terms, ensuring that all players are aware of these restrictions before participating in the promotion.

Since the funds in question originated from a bonus, the balance remained subject to these limitations even after the wagering was completed. As a result, the account balance was adjusted multiple times, setting it at the maximum allowable withdrawal of 80,000 HUF. Each adjustment was accompanied by a notification from the Financial Department.

Since Casabet Casino strives to ensure clarity and fairness, we kindly ask all players to carefully review our Terms and Conditions, which are clearly outlined and available for reference.

We sincerely apologize for any confusion or inconvenience this situation may have caused. Please know that we are committed to maintaining a transparent and fair environment for all our players, and we appreciate your understanding.

Best regards,

Casabet Casino Team

Dear Casabet Casino Team!

Thank you very much for joining the conversation!

You are referring to the contract included in the promotion.

"All winnings received while wagering a bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any exceeded balance will be voided prior to money withdrawal."

When the bonus was cancelled, my real balance was 70,008 HUF.so you didn't have to limit it

I started playing immediately after the bonus expired because the site indicated that I had successfully wagered the bonus and my balance was real.I continued playing knowing that you wouldn't limit my real balance, since my balance was real and I wagered the bonus and received the 5x balance.

I managed to increase my winnings with the real balance, more precisely I managed to win an amazing max win with the bigger bass bonanza game

I play in your several casinos and am a regular depositor played your Spellwin,Betfare and now opened the Trinon Casino!

Never got the max prize and this goldfish.This made me feel very bad when you limited me my real money balance!

It is well known that the maximum winnings are usually given by the service provider.in this case you limited and took away the winnings paid by the service provider from me.I can think of this too.

I would like to inform you that I got this with real balance after the bonus ended.

I didn't have any information about this before, that you were also limiting my real balance after the bonus!

It also mentions that I received an email when you changed my balance.

However, it does not say that the 80.000 Huf received cannot be used anymore.

if we look closely at the contract

it is intentionally expressed and written this way or the person who drew up the contract made a mistake

with the statement that it was earned from a bonus, this can be linked to the bonus you have already deceived the player with this

since it has nothing to do with the fact that it applies to the balance that was rotated and completed after the bonus

can be interpreted in multiple ways and thus misleads the player

and please believe me when I say I am an experienced player and have used many bonuses

but this contract is written unfairly!

practically when you limited my balance and your write me email ,I sent you an email asking why you restricted my account.

i want asked the chat.but interestingly the chat doesn't work.and internet shows an error. When i have Hungary one the best internet 1gb speed.I couldn't even enter the chat that day.

the got in the email you refer again to 1.2

I didn't get any information here either that I can't use the balance after the bonus

This has nothing to do with me not being able to use my balance when I finished the bonus, nowhere do you mention that I can't use my real money balance afterwards.and I didn't even think about such a thing

when i see it are you got a perfect amazing 9.1 rating

If you want to create this properly, then one point that you create normally would be enough.

The contract should not be formulated in several points and created in a confusing and misleading way.

Please inform the player specifically that the 5x requirement also applies to the balance after the bonus.

So I started playing again knowing that I could lose this real balance of 80,000 forints.I took the risk and managed to win again. now i made 500,000 Huf real Balance!

and when I wanted to pay out the winnings you restricted them again!I already knew that something was wrong and that the casino was involved in something dishonest.

I contacted the Casino Guru Expert Team.

You sent another email 2 days later

You have already explained in more detail here that I have to pay the money you are restricting.

I hope this helps you understand my situation better.

I think the casino should refund my balance.if we take all this into account and the casino is fair!

Thank you!

Dear Casabet Casino Team,

Thank you for your response, but I believe the matter at hand is a bit more complex than your assessment suggests.

While you are right that rule 1.2 of the Bonus Terms was applied correctly in the first instance and the player's first wins from the bonus were adjusted to 70,000 HUF the correct way, however, these funds should no longer fall under any further bonus restrictions. I have reviewed your bonus T&Cs, and while I have found this rule:

1.5. Please note that you must first claim the winnings received from the no deposit bonus and then, when withdrawing, make a new deposit in order to continue playing without winning limits.

This specifies only winnings from a no deposit bonus, not winnings from a deposit bonus. I have not identified any stipulation indicating that winnings from any other bonuses must be handled in this manner as well. Has the player been clearly informed by the first winnings correction that the funds (70,000 HUF) despite being considered real money, have to be withdrawn and later deposited again to "remove" the bonus restrictions? If so, please forward me any proof of this at michal.k@casino.guru. If there are any other factors that contributed to this situation, please share them with me as well.