Casabet.io Casino - Player's winnings have been confiscated.

I made a deposit with Ethereum yesterday. The deposit equals an amount of about 530,- nok. Recieved a welcomebonus of 100%.

Wagered the bonus 100%. Totalt winnings after bonus was cleared was 10.000 nok. Because of the bonus terms, max 5x the deposit, they removed 7.500,- nok from my winnings. Left on the account for me to withdraw was about 2530,- nok.

After bonus was wagered I had about 2530,- nok on my casinoaccount. I played a little more, since the site did not allowed me to withdraw. Then I played until my balance was 5.000 nok. (Without bonus).

Recieved mail today that they again removed my winnings. Even when I played after the bonus was done. They have not right to do this.

The casino need to fix my balance to 5.000 nok and fix so that I can withdraw my money.

Dear Enilel,

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

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

• Do I understand correctly that after you requested withdrawal your balance was reduced to approximately 2530 NOK again?
• Were you informed before you continued playing, that the bonus terms would stay in effect even after the wagering of the bonus was completed?
• Could you please forward the justification you received from the casino regarding this decision?
• Please share any supporting screenshots or communication with the casino here or to my email at tomas@casino.guru

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Do I understand correctly that after you requested withdrawal your balance was reduced to approximately 2530 NOK again?

- After the bonus was wagered, I never did get to request a withdrawal. Even though I try to withdraw with the same method as I did the deposit, the site wouldn't let me. I contacted chat regarding this matter, but have not recieved a respons to why they have not fixed this. My account is verified btw.

Since I couldn't request a withdrawal, I played some more (after bonus was cleared, and they had removed 7.500 nok from my casinoaccount). I got the 2530 (or something) up to 5.000 nok afterwards. Which means I played with bonusfree money.

Were you informed before you continued playing, that the bonus terms would stay in effect even after the wagering of the bonus was completed?

They have not said anything about that. The only thing they told me is that while playing with bonus is max 5x. I'll send you chat transcriptions which confirms that.

Could you please forward the justification you received from the casino regarding this decision?

I will send chat transcriptions.

Its Saturday now. Now it has been 3 days since I played through the bonus. They still dont let me withdraw the money they left me with (2560,-).

I am verified, but they wont fix things. Told them about this issue from the first day I finished the bonuswagering.

I still recieve an error trying to withdraw.

"You need to make a deposit before being able to withdraw"

Very strage, considering I deposited with Ethereum. When I try to withdraw with Ethereum this error shows every time.

Thank you very much, Enilel, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Enilel,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casabet.io Casino representative to join this conversation and participate in resolving this complaint.

Dear Casabet.io Casino,

Could you comment on this? Why were the player's winnings from the deposit bonus capped twice?

Thank you in advance for providing the information.

Here are the relevant terms on their site

9. All winnings received while trading the bonus are limited to a maximum payout amount of 5 times the granted bonus. Any exceeded balance will be canceled before withdrawing money.

As I understand, they have right to confiscate winning after bonus is cleared, but it says nothing about what you do with your balance after the bonus is cleared

Dear Enilel and Stefan,

We will thoroughly review the situation and get back to you with updates shortly.

Best regards,

Casabet Casino Team

Dear Casabet.io Casino,

Thank you for your response and the information provided.

I'll be awaiting your reply.

I must say, It's very sad that the casino need so much time to deal with this case. Especially when its regarding them confiscating the money I rightfully wagered. This dont reflect nicely on their part. Not OK at all

Dear Enilel,

Thank you for your patience while awaiting our response. We have thoroughly reviewed your complaint and the circumstances of your case, and we would like to provide you with the following information:

Bonus Winnings Limitation

According to section 1.2 of our Bonus Terms and Conditions, "all winnings obtained while wagering the bonus are limited to a maximum payout amount of 5 times the granted bonus. Any exceeded balance will be voided prior to withdrawal".

In your case:

You made a deposit of 516.9215 NOK and received a 100% bonus for this amount.

The maximum payout after fulfilling the bonus wagering requirement was 5 x 516.9215 NOK = 2584.61 NOK.

Once the wagering requirement was completed, the excess amount of 7390.43 NOK was automatically removed, leaving 2584 NOK available in your account.

This adjustment is fully in accordance with our Bonus Terms and Conditions.

Funds After Bonus Completion

After completing the bonus wagering and the initial balance adjustment, you continued playing and increased your balance. However, we would like to emphasize that a second adjustment of 2426.4975 NOK was made because you continued to play with the remaining funds after the first adjustment, even though those funds were still subject to the bonus winnings limitation.

As per section 1.2 of the rules, any winnings obtained using funds remaining after the application of bonus conditions are also subject to the maximum payout limit of 5x the bonus amount. This rule applies for all funds connected to the bonus, even if the wagering requirement has been completed.

Withdrawal Issue

We are pleased to inform you that the issue with withdrawals, which resulted in the error message "You need to make a deposit before being able to withdraw," has been successfully resolved.

You have successfully requested and withdrawn the amount of 2584 NOK, which fully complies with the limits established by the bonus terms.

We appreciate your understanding and cooperation and hope that your future experiences with our casino will be enjoyable and positive.

Best regards,

Casabet Casino Team

1.2 says winnings during a bonus which is above 5x will be deducted before withdrawal. It dont specify that I was unable to play with my own money after the bonus was done and that that the 5x limit will be upheld.

Your terms should have been more specific about the regelations after the bonus was finished and that you are unable to play even after the bonus was done.

I hear what you say, but it is not specified. I really feel you should return my money.

Not that it matter now, but your site did not even allowed me to withdraw my winnings before 1 week later or so. It took you forever to fix that issue of yours.

This is such bad treatment of your playing customers. The weekest bonus terms out there. Just scam. Even playing your own money get treated like if There's a bonus attached. And your responsetime regarding this case and issues from earlier is unacceptable.

Please return my money, let me withdraw my hard earned cash, and you will never see me near your casino again.

Dear Casabet.io Casino,

Could you state if the player received any warning that he needs to withdraw the funds after finishing wagering the bonus?

I'll be awaiting your reply.

I guess they wont come up with an answer before 6 days. Based on their slow responsetime up till this point at least.

They have not told me that the bonusterms would stay effective after bonus was cleared.

You recieved the chattranscriptions? Sent them through mail a while ago

Hello Enilel,

I haven't received any email from your side. Could you resend it? Could you also put a complaint link in the email?

Thank you very much in advance.

I will do it. What mail should I use?

Chat on casabet.io

Conversation started on Wednesday, December 18, 2024, at 21:31 (GMT+0)

[21:34] fredrik johansen: Name: : fredrik johansen

E-mail: : enilel@hotmail.com

Department: : 1) English Department

[21:34] CasaBet: CasaBet welcomes you!

Due to the high load on Live Chat, it may take up to 5 minutes to receive a response.

We thank you for your patience and apologize for any inconvenience.

In the meantime, we invite you to visit the FAQ section at the bottom of our website, where you will find answers to the most frequently asked questions.

Thank you for choosing CasaBet!

[21:35] fredrik johansen: Just cleared the bonus

[21:35] fredrik johansen: The welcomebonus 100%

[21:35] Monika has joined the conversation

[21:35] fredrik johansen: My balance dropped from 10.000 nok to about 2.500 nok

[21:35] Monika: Hello, my name is Monika, how can I help you?

[21:36] fredrik johansen: What the hell?

[21:36] Monika: One moment please, clarifying information, thanks for waiting!

[21:38] Monika: This bonus has a limit on the maximum winnings it is limited to x5 of the bonus amount, all that exceeds the amount of the maximum winnings was written off by the administration of the site.

[21:39] fredrik johansen: Omg what a scam

[21:40] fredrik johansen: Just verified the account

[21:40] fredrik johansen: Where can I withdraw?

[21:40] fredrik johansen: You should handle this withdrawal quickly, since you just took my money

[21:42] fredrik johansen: Seriously where are the withdraw option?

[21:42] fredrik johansen: Have you removed that as well?

[21:42] Monika: Withdrawals are available to the withdrawal systems provided in the withdrawal section.

If among the withdrawal systems there is no the one from which you made deposit, you need to choose one of the available systems, make a minimum deposit to the project from it (to bind it) and make a withdrawal to it.

[21:43] fredrik johansen: ?

[21:43] fredrik johansen: Where is the withdrawal section

[21:44] Monika: upper right corner, click on the wallet icon and then select the withdrawal section.

[21:46] fredrik johansen: But seiously. Why do I have to deposit again???

[21:46] fredrik johansen: Made a deposit before playing

[21:46] fredrik johansen: Deposited with Ethereum

[21:46] fredrik johansen: Would like to withdraw with ethereum

[21:47] fredrik johansen: You cant seriously ask me to deposit again

[21:48] fredrik johansen: Fix this now

[21:49] fredrik johansen: Have you fixed it?

[21:50] Monika: I strongly recommend you to familiarise yourself with the terms and conditions of making a deposit, as well as the terms and conditions of withdrawal.

[21:52] fredrik johansen: You are seriously asking me to deposit twice for a withdrawal? When my first deposit is the same as the withdrawal?

[21:53] Monika: If this system is available for withdrawal, you can withdraw your funds without any problems.

[21:53] fredrik johansen: No your system denies my attempt

[21:53] fredrik johansen: Therefore, you need to fix it

[21:54] fredrik johansen: Have you even bothered to see that I made my deposit with ethereum?

[21:54] fredrik johansen: That is the same way I try to withdraw now

[21:55] Monika: If you have a problem with withdrawal of funds I recommend you to make a request to the financial department to solve the problem, you can do it directly by email KYC@casabet.io

[21:58] fredrik johansen: How bad support

[21:58] fredrik johansen: You dont help me fix this, even you took my money

[21:59] fredrik johansen: This May be the worst site Ive been to

[21:59] Monika: Technical support does not solve questions regarding withdrawal of funds.

[22:05] Monika: Is there anything else I can help you with?

No tawk.to live chat account ? Create one for free here!

Chat on casabet.io

Conversation started on Thursday, December 19, 2024, at 10:29 (GMT+0)

[10:30] fredrik johansen: Name: : fredrik johansen

E-mail: : enilel@hotmail.com

Department: : 1) English Department

[10:30] CasaBet: CasaBet welcomes you!

Due to the high load on Live Chat, it may take up to 5 minutes to receive a response.

We thank you for your patience and apologize for any inconvenience.

In the meantime, we invite you to visit the FAQ section at the bottom of our website, where you will find answers to the most frequently asked questions.

Thank you for choosing CasaBet!

[10:30] Grace has joined the conversation

[10:30] Grace: Hello dear fredrik, my name is Grace, how can I help you?

[10:30] fredrik johansen: Now you have removed my winnings after playing

[10:30] fredrik johansen: Yesterday i deposited and played with 100% bonus

[10:30] fredrik johansen: Won up to 10.000 nok when the bonus was cleared

[10:31] fredrik johansen: Due to terms you took 7.500 nok from my winnings when bonus was cleared

[10:31] fredrik johansen: I then had about 2.530 nok left to withdraw

[10:32] fredrik johansen: Then I played some more (without bonus)

[10:32] fredrik johansen: I had a total of 5000 nok on my account

[10:33] fredrik johansen: Today you send me a mail and you have again removed my winnings

[10:33] fredrik johansen: This time you took 2.500 nok from my money, even when I played withouth bonus

[10:33] fredrik johansen: How do you explain this?

[10:35] Grace: We would like to inform you that the amount of 2426.49 NOK has been debited from your game account in accordance with the bonus rules 3.6:

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

In your case, the amount available for withdrawal is: 516.9215 NOK x 5 = 2584.61 NOK.

[10:36] fredrik johansen: Read my messages one more time

[10:36] fredrik johansen: You have already removed 7.500 nok

[10:36] fredrik johansen: That was from the bonus

[10:37] fredrik johansen: But the 2426,- you refer to above, was not your to take

[10:37] fredrik johansen: That was my winnings from after the bonus was cleared

[10:38] fredrik johansen: I have reported this to CasinoGuru btw

[10:40] fredrik johansen: Hello?

[10:40] Grace: A few minutes please. I check the information.

[10:42] fredrik johansen: Do you have the right to take someones money when not playing with bonus? If not, fix my balance back to 5.000 nok and let me withdraw with Ethereum. (The same way I made the deposit)

[10:44] Grace: As I indicated above, your balance was cut by the system automatically according to the rules of our casino.

[10:44] Grace: I recommend that you contact our finance department at KYC@casabet.io and describe your situation in detail so that they can help you resolve these difficulties.

We will be happy to help you in the chat, but unfortunately, the technical support of the chat does not deal with financial and verification issues, they are handled by the finance department.

[10:45] Grace: Please tell me, do you have any other questions?

[10:47] Grace: Have a good day!

If you have any questions or difficulties, please do not hesitate to contact us. We are always happy to help you.

[10:48] Grace has left the conversation

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Hello Enilel,

Thank you for the transcripts. Could you clarify whether you received a warning after finishing the wagering requirements, that the winnings will be capped and you have to withdraw the funds?

I'll be awaiting your reply.

No, I did not recieve a warning

Hello Enilel,

Thank you for the provided information. Let's wait for the casino representative's response and see what they have to say about this situation with the warning.

Dear Enilel and Stefan,

Thank you both for taking the time and effort to discuss and clarify the situation. We greatly value open dialogue and are committed to fairness and transparency in our operations.

After thoroughly reviewing the circumstances of your case, Enilel, we acknowledge that the rules regarding the withdrawal limit on bonus winnings (set at five times the deposit amount) might not have been presented with sufficient clarity, which led to a misunderstanding.

As an exception and a gesture of goodwill, we are prepared to restore the deducted amount (2426.49 NOK) to your account balance, with the option to withdraw it. This decision reflects our commitment to resolving the issue and building trust.

We have also initiated a review and refinement of our terms and conditions to prevent similar situations in the future. Our aim is to ensure maximum transparency and convenience for our players.

Best regards,

Casabet Casino Team

Tried to withdraw it now. When I do I get error about missing fields when its not. In the withdrawal section the money does not show as withdrawable. Please fix this now

Here you can see that the funds are unavailable for withdrawal

Dear Casabet.io Casino,

Thank you for your cooperation and a gesture of goodwill.

Could you have a look at the player's problem with the withdrawal?

I'll be awaiting your reply

Dear Enilel, 

We kindly ask you to try again to withdraw your funds. At the moment all difficulties have been resolved.

Best regards,

Casabet Casino Team

Hello Enilel, 

Could you try one more time to withdraw the funds?

I'll be awaiting your reply.

I was able to request the withdrawal now. Hope that Casabet could handle this quickly so we can close this case.

I am satisfied that you returned my money. That being said, I feel this took way too long. The hole process i mean.

I will never return, but for others I really hope you will make some improvments both regarding your terms and customer treatment.

I have now recieved my money.

Thanks for the help Casino Guru. Appriciate it

Hello Enilel,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru