Casobet Casino - Player’s winnings have been confiscated.

I made my deposit and chooced a bonus after recieving a promotion from Casobet Casino. I played after i read all the terms and condition. I wagered my bonus after showing my a message while i was playing that the bonus are wagered and i had a winning. I checked my bonus page and the bonus percent was 100%, i wantet to make withdrawa but they dont have many option as the deposit so it is another problem. After contacting the support they could not help me and i should send email and i did two times without any answer. after days i contacted the chat support again and they said that i need to wager more even the bonus percent are 100% but they coud not tell me how much i need to wager so they said i need to contact the relevant by email and i did but no answer. After some days i contacted the chat support again and i saw in my balance that they took my winning away and they said that i played forbidden game that they added after i played and without telling me anything. So they said i need to play the bonus again from 0 and they took my winning.This is not fare after i played after the terms and condition and i played not forbidden game, just they added after i played when they saw i had i winning.

Hello Rilind86,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you specify which bonus have you activated? Please, post the bonus link here when replying.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. If you happen to have proof that you finished the wagering requirements, please forward it as well.

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

Best regards,

Kristina

Thank you Kristina. Yes it was very horrible experience that i did not expected from a casino like Casobet. The bonus was 125% up to 2500 euro and it is called Weekend Reload. About the conversations that i had with the chat support i dont have any of them because they did not send me by email and when they told me to contact the relevent by email so i sent 3 emails and no of them i got answer. Even i took contact with the chat support to send me all old conversation, and they said they can and it is only present chat they can do. About the proof of the bonus are completed so they start the bonus wagering again and it is back to 0 and i need to wager the bonus again, so they changed everything without telling me anything so it is very bad because i did not what happened and witout i can take any proof of them or of my righ that they took from me.

Thank you for your reply, Rilind86. Could you please forward me your game history? My email address is kristina.s@casino.guru. Thank you in advance.

Dear Rilind86,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hey Kristina.

Last thing you asked me about to send you the game history to your email and i did that, so what is missing more to provied you? Thanx

I am sorry Rilind86, you sent me 2 emails, but none of that was the required game history.

Now i send you the game history to your email.

Thank you very much Rilind86 for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.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 soon.

Hi Rilind86.

Thank you very much for sharing your negative experience with the Casino Guru team. We are now going to reach the casino team.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Rilind86.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a bad reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru