The player from Switzerland reported that her account balance of approximately 395 Euros vanished after nearly meeting the wagering requirements for a deposit bonus. The casino claimed it had canceled the bonus, but she insisted that it had not been canceled and sought assistance to recover her winnings. The Complaints Team intervened, and the casino acknowledged a misunderstanding, agreeing to restore the winnings to the player's balance as if the bonus had not been canceled. The player successfully wagered the amount and confirmed receipt of the payout, leading to the complaint being marked as resolved.
ChachaBet Casino - Player’s winnings have been deleted.
Amount: €394
ChachaBet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
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Dear CasinoGuru Team,
This casino is relatively new and unfortunately you don't have it yet; on other sites it has good reviews and good user feedback.
It has an affiliate 200% deposit bonus with x10 bonus amount maximum withdrawal.
I was really OVERJOYED that with a deposit of 20 euros and about 95% turnover I was at about 395 euros.
Then suddenly the credit disappeared and the casino claimed in the chat that I had cancelled the bonus... Who on earth would cancel such a bonus just before the wagering requirement was met and with a profit of 380 euros?
Of course I 10000000% didn't cancel anything. The chat says it's not possible to reactivate this account balance and progress.
I hope SO much that this casino is not a scam and maybe it is a bug on the website.
Can you please try to convince the casino that I am entitled to this? Unfortunately I don't have a screenshot of the turnover progress, around 30 minutes before deletion the turnover was 85%. It may have been fully implemented and then an error prevented it from switching from bonus to real money.
I ask you very much and allow me to provide all screenshots showing my account balance and the -394 euros plus the chat in my Google Cloud here: [removed by Casino.Guru admin]
Edited by a Casino Guru admin
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3 months ago
Dear hugbearli,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ChaChaBet Casino.
We'll add the casino to our database shortly, thank you for the information.
I can see from your chat with casino support the representative canceled the bonus due to an unrelated request from you to activate a bonus.
In the ideal case, we would expect the casino to restore the bonus to the status before cancelation.
If that is not possible, the casino might set your balance to the amount before bonus cancelations and ask you to wager the specific amount.
I would suggest you ask the casino to provide one of these solutions, and if the casino refuses, we'll intervene.
Please let me know about the result.
Best regards,
Tomas
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3 months ago
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Hello Thomas,
Yes, I read that statement in the chat too and found it very strange. I didn't request any other bonus, nobody in the world would not finish this bonus and then request a withdrawal after 4-5 hours and a turnover of over 90% PLUS about ten times the bonus amount. I don't know how the chat agent came to that conclusion, I would have asked the "admin" about it. And you don't normally have any chance of contacting any casino representatives other than the agents. So either a casino representative canceled the bonus shortly before the end or there must be a software error when converting it to real money.
Either way, I don't understand why a reputable casino doesn't credit the amount or, for example, 90% of it as real money.
After my complaint, I found out that this casino used to have a different name (Lalabet) and that the company behind it also operates many casinos. To my relief, all of them have good ratings and the company responds to complaints, which gives me some hope.
As you suggested, I will describe everything again by email and ask for reactivation. I hope that the casino offers a solution here, unlike in the chat, as you mentioned, and I will post here if something happens or if there is no response.
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3 months ago
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Good morning,
Unfortunately, I got the same answer again. They reactivated the 200% bonus offer for my next deposit and said it was "not possible" to restore my winnings. So I have to assume that it wasn't a software error and that they deliberately don't want a small player to be able to win money.
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3 months ago
Thank you very much, hugbearli, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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3 months ago
Hello there,
Thank you hugbearli for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask ChachaBet Casino for their help in resolving this complaint. We would like to know how we can help resolve the issue with the player's bonus.
Thank you!
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2 months ago
Dear hugbearli and Casino Guru Team,
We hope this message finds you well.
We would like to extend our sincerest apologies for the misunderstanding that occurred between the player and our support manager regarding the completion of the bonus progress. We understand that this situation may have caused some frustration, and for that, we are truly sorry.
To resolve this matter amicably, we have decided to add the amount of the winning from the bonus to the player's balance. This amount will be credited as if the bonus offer had not been canceled. We hope this solution is satisfactory and helps to restore your faith in our service.
Please note that, in accordance with our terms, the issued amount needs to be wagered three times before any withdrawal can be made.
Should you have any further questions or require additional assistance, please do not hesitate to reach out to our support team.
Thank you for your understanding and patience. We look forward to continuing to provide you with an enjoyable gaming experience.
Warm regards,
Elon
Representative of ChaCha.bet Casino
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2 months ago
Thank you for the update ChachaBet Casino representative.
Dear hugbearli, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!
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2 months ago
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Dear Peter, dear ChaChabet Team/Elon,
Thank you very much for your response. I would like to see that in the future your support agents will forward such problems directly internally for resolution, without the player and other parties having to go through such hassle.
Dear CasinoGuru team, could you leave the complaint open for another 7 days? I will wager the amount over the weekend, request a withdrawal and as soon as I receive it I will let you know that everything is done.
Thank you once again for your service!
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2 months ago
Dear hugbearli, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 months ago
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Hello Peter 🙂
I am happy to confirm that I received the payout today (x1 wagered as stated in the casino terms and conditions, I don't know why the representative spoke of x3).
Thank you very much for your great efforts once again! I was happy to leave a 5* review on Trustpilot over the weekend. If anyone can support you with a donation or in any other way, please let me know! 🙂
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2 months ago
Dear hugbearli,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. Your feedback on Trustpilot is more than enough and is greatly appreciated. Thank you!
Best regards,
Peter
