Cetusgames Casino - Player's winnings have been confiscated.

Hi,

I signed up in this casino a week ago. I made a total of 5 deposits using 150% bonuses. I reassured with live chat that I am eligible to redeem those bonuses. Their answer was that I could use any bonus available in my account section. After wagering the last deposit bonus completely I ended up with 4800€ account balance. After my account was fully verified, the casino still canceld my withdrawal and I recieved this from live chat:

Hello Lukas,

Our apologies for the delay in responding to you, we are not available over the weekend and Support was not updated before the weekend.

Your withdrawal request was initially approved (why Support confirmed it to you), however a number of accounts, including yours, were flagged for further checks due to fraudulent activity.

Upon further investigation, we found that you used the same bonus on multiple occasions and this is in direct contravention of our Bonus Terms (please see: https://cetusgames.com/en/bonus-terms points 1.1 and 1.15).

The bonus in question was used twice (2) on 13/10/2022 and a further three (3) times on 17/10/2022.

Rather than removing the balance in total, the decision was made to return your total Deposits. We see this and full and final settlement of this case.

We do hope you choose to continue playing with us at Cetus Games.

Wishing you everything of the best,

Cetus Compliance Team "

If the live agent had told me that I am NOT eligible for the bonus that was available in my bonus section then I would not have played it and risking my money. It seems this site is softwarewise unfinished, otherwise this bonus would not have shown up in my account.

It is not that I opened up multiple accounts to make use of a welcome offer multiple times, I only have this one account.

In the end I was risking 840€ of my own money in total which I would have not seen again, if I lost the 5 balances.

This seems to be not fair since I asked the support before claiming the 150% before my deposits.

I would be happy to agree to some sort of compromise, like getting paid 4800 substracted by the 1220€ bonus money I have been using. But only getting back my deposits is, for the reasons described above, unfair.

Regards

Dear PrinceNaseem,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please post here a link to the bonus offer you activated? I would like to check the bonus T&Cs.

Do I understand correctly that this bonus was available for you to activate in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here. I would mainly like to see the messages in which the casino confirmed you can activate the bonus again.

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,

Kristina

Hi Kristina,

thanks for opening this complaint.

The bonus offer is not available anymore. However, it had no specific terms attached to it. It was linked to the standard terms under https://cetusgames.com/en/bonus-terms.

As the casino correctly stated, I used it twice on the 13th of October and 3 times on the 17th of October.

The bonuses were all available in my account without using any promocode. Each bonus was selectable in my deposit section when I made a new deposit. Before using it the second time, I contacted the chat agent asking about my eligibility to use it again. I was told that I could use any bonus that shows up in my account. This is the only reason I used this bonus overall 5 times. Unfortunately I did not screenshot the conversation with the live chat. I had no idea I will get scammed after winning something. However, the casino can easily check the chat logs of the 13th of October and confirm that the agent told me that. Furthermore, I sent you a screenshot of my casino account which shows the wager progress of my last bonus which I successfully wagered. On that screenshot you can see that another 150% bonus is available in my account. I hope to find a solution to get some of my winnings back.

My overall deposits were already paid back by the casino.

Best regards

Hi,

I just received a response of the compliance department of the casino. They informed me that I was given wrong information regarding the bonus by the support agent. I replied to this email with a proposal for dispute settlement. I will update this complaint once I receive an answer.

Thank you for your reply, PrinceNaseem. Please keep us posted on any further developments so that we can proceed with this complaint accordingly.

I am happy to report that the casino and I came to a mutual agreement. I will be paid by the casino. I am satisfied how the casino reacted and handled this matter.

Therefore, this complaint can be marked as solved.

Best regards

Awesome news, PrinceNaseem. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.