12Bet Casino - Player’s withdrawal is partially confiscated.

I recently made withdraw of Rs69755 via transaction WP2861566. However 12 bet rejected my withdraw by saying I breached their terms and conditions and used their any bonus ( still don't know what bonus refering as I had never taken any and nothing was credited to my account) . Afterwords when I login my account they almost halfed my winning amount and allow me to withdraw almost 50% ie Rs 35186 via transaction WP2874130. This is highly unethical and I request team to solve my complaint and plz give me my rest of money ie 34569.

I am sharing deposit and withdraw screen short for refrence u can clearly see their unethical work also email screenshort which received for deducting my 50% winnings.

Plz credit my winnings ie Rs 34569.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 12Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the KYC verification?  
• Can you please share the screenshot from your bonus history?  
• Please confirm if you have received the payment of 35,186 INR?

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,

Natalia

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I played live casino games.

My account is fully kyc verified.

No bonus history. If there would have been any bonus taken or credited it would have been shown on deposit section page. They had not credited even a single rupee and not even a single penny of their bonus used.

Yes I had received 35186 withdraw . Kindly help me in getting my rest of money team.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

I had received these mails only till now from 12 bet.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 Radhaji108,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite 12Bet Casino to join the conversation.

Dear 12Bet Casino,

I kindly request clarification regarding the partial confiscation of the player’s winnings. Specifically, could you indicate which actions or gameplay were deemed violations of your terms and conditions, leading to the decision to confiscate half of the winnings?

If there are any additional factors relevant to this case that cannot be disclosed publicly, please share them with me directly at [email protected]

We would like to ask the casino 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’ which may negatively affect its rating.

Dear Radhaji108,

I wanted to give you a quick update. It appears that the contacts we had for the 12Bet Casino team are no longer active. I have now contacted the casino team through their official email, which they used to communicate with you. I will also extend the timer by an additional 3 days, giving them the opportunity to reply to me and hopefully clarify your situation.

Dear Radhaji108,

I have tried to contact the casino repeatedly but have had no success. The live chat agent merely suggested that I notify you to contact them directly, and they will attempt to assist you; however, that is essentially all there is to it. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru