The player from Germany had his bonus winnings capped. Casino didn't respond.
CasinoWin.bet - Player’s winnings have been reduced.
Black points: 41
Amount: €250
CasinoWin.bet
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Made a deposit over 25 EU and received a bonus. I played it through and didn't break any of the casino rules. I'm very experienced in that. After completing the sales request, I was left with 1000 euros in the account. Now of course I wanted to cash out. Account has been verified. At the beginning it was said it will take a while. I should wait Then suddenly the payout was canceled without my knowledge. The support doesn't answer anyway. I never got an answer to my emails. Then contacted the chat. They said I could pay out a maximum of 10 times my deposit. Where can you get that? That's rubbish. But this is actually in their terms and conditions.
What happens to the rest of the money, I asked the live chat employee, who said I could continue playing with the rest. Now I have requested another payment of 250 euros and I am sure that this small amount will not be paid out either. Think this is just their scam, making money and not paying out any.
If you can help me on this matter, I would be very grateful. At least you can make sure that other players don't lose their money there.
Mfg Ergün S *****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Ergün,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.casinowin.bet/en/termsandcondition.html:
"8.3.1 If a player's accumulated life time deposit is not greater than 200 €/£/$, then the player will be allowed to withdraw only up to x10 his last deposit up to maximum of 500 €/£/$. (Any excess amount will be forfeit)"
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Please understand that it is nothing unusual to have maximum cash out applied to any promotional winnings. Could you please advise if you have received your capped winnings already?
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Good day,
Thanks for the quick response answer.
After my 1000 EU was not paid out and the full amount was reassigned to my account, I requested another payment of 250 euros and am currently waiting for this. So far nothing has arrived.
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2 years ago
I fully understand your frustration, ige1973. I will set the timer for additional 3 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 years ago
Hello ige1973,
Have there been any developments since our last conversation?
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2 years ago
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The status of my payment of 250 euros is still pending. I've never received an email from support either. Since you got involved somehow?
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2 years ago
Translation
If they pay me at least the 250 EU, I'll be happy. I then gamble away the rest of the account in the hope that there won't be any winnings 🙂
What brings money to the account that cannot be debited.
For me, this is not even about the money, I certainly do not need help, but such fraudsters should be removed from the market so that others do not fall into their trap
Automatic translation:
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2 years ago
Thank you very much, ige1973, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
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2 years ago
Hello ige1973,
I looked at your complaint and will do my best to help you. I would like to invite CasinoWin.bet into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Translation
I have now successfully gambled away all of my casino balance. I only have the withdrawal request in the amount of 250 euros. I would like that.
Otherwise, ask you to publish these fraudulent casinos more on your site so that more players do not fall into the trap
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2 years ago
Ich habe jetzt erfolgreich all mein Guthaben auf dem Kasino Konto verspielt. Habe nur noch die Auszahlungsanfrage in Höhe von 250 Euro. Die hätte ich gerne.
Ansonsten bitte euch diese betrügerischen Kasinos mehr auf eurer Seite zu veröffentlichen damit nicht weitere Spieler in die Falle gehen
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2 years ago
We would like to ask the Casinowin.bet to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
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