The player from Italy faces difficulties withdrawing his winnings after winning €400 from a €200 free spin bonus. Following a second deposit of €14 to facilitate a withdrawal in euros, his attempt to withdraw €300 was canceled, and he accuses the casino of theft, citing a rule concerning fraudulent bonus use despite having completed KYC verification.
5bet Casino - Player’s withdrawal has been confiscated.
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5bet Casino
Safety Index 7.3 Fresh casinoCase summary
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yesterday
Translation
I was invited to sign up for a 200-free spin bonus with a €15 deposit. I initially deposited €15 USDC, but lost it. With the €200 free spin bonus, I managed to win €400. I tried to withdraw it, but they told me I had to deposit in the same currency I deposited with. So I deposited another €14, this time using a method that allowed me to withdraw in euros, and started playing again. I reached €300, tried to withdraw, but the withdrawal was canceled, and all my funds were stolen, citing the 10.9 rule, which alleges fraudulent use of bonuses.
Before withdrawing, I also performed KYC verification, so it's clear that the bonus use is not fraudulent but real and that the casino simply refuses to pay out winning players.
Automatic translation:
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11 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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11 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 5bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you managed to withdraw your deposited funds already?
- Could you please specify which documents the casino asked for?
- Have you saved the communication in which support asked you to deposit again?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
