Bet Match Casino - Player's winnings are restricted by bonus conditions.

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Dear Reni0318,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from Free Spins? If so, could you please attach a link to the promotion you have played with? Alternatively, you can attach a screenshot displaying the bonus rules as well.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint.

Thank you for your understanding.

Best regards,

Attila

Kedves Attila!

A 75 180 HUF nyereményt NEM az ingyenes pörgetésekkel szereztem.

A 4500 HUF-os befizetésem után kaptam 40 ingyenes pörgetést, amikkel összesen 7020 HUF-ot nyertem ( ez lett a bónusz egyenlegem), Ezután a saját befizetett pénzemmel kezdtem el játszani a Sweet Bonanza játékon 500 HUF-os tétekkel és ekkor nyertem meg a 75 180 HUF-ot.

Mivel a nyeremény valódi pénzes tétből származik, a kaszinó jogtalanul alkalmazza rám a bónuszokhoz kapcsolódó 5-szörös kifizetési limetet. Mellékeltem a képet, amelyen jól látható az 500 forintos tét értéke a nyeremény pillanatában.

Dear Attila!

The 75,180 HUF win was NOT obtained from the free spins.

The process was as follows: After my deposit of 4.500 HUF, I received 40 free spins, which resulted in a total win of 7,020 HUF ( this became my bonus balance.)

Following this, I started playing Sweet Bonanza with my own deposited money ( real money) using 500 HUF bets, and that is when I won the 75,180 HUF.

Since the winnings originated from real money stakes, the casino is unlawfully applying the 5x payout limit associated with bonuses to my account. I have attached the screenshot where the 500 HUF bet size is clearly visible at the moment of the win.

Dear Reni0318, thank you for your response. I noticed that you mentioned winning 7,020 HUF from free spins. Could you please clarify if you withdrew that amount before going on to win the additional 75,180 HUF?

Further, could you please confirm whether your casino account balance was divided into real money and bonus money balances? If so, was the 7,020 HUF displayed as bonus money?

Thank you for your cooperation.

Dear Attila,

No I did not withdraw the 7,020 HUF. I continued playing with my original 4,500 HUF real money deposit, which was still on my balance.

No, the casino did not seperate the balances. Everything was shown as one total balance.

Important: The casino has just removed all my winnings from my account today, and I can no longer see the money. I was previously attached the screenshot of my 500 HUF bet, which proves these winnings came from my real money deposit, not the free spins. Please help me recover my 75.180 HUF.

Thank you.

Kedves Attila!

Nem vettem ki a 7020 forintot, hanem játszottam tovább a saját 4500 forintos befizetésemmel, ami még az egyenlegem volt.

A kaszinó nem választotta külön a valódi és bónusz egyenleget, egyben látszott minden.

Fontos: a kaszinó a mai napon levonta az összes nyereményemet az egyenlegemről, már nem látom a pénzt. Mellékelve volt az 500 forintos tétről szóló kép, ami bizonyítja, hogy a valódi befizetésemből nyertem.

Kérem segítsen visszaszerezni a 75 180 forintot.

Köszönöm a segítségét.

Dear Reni0318, Thank you for your response. I would greatly appreciate it if you could provide clarification on the following points:

1. In your initial message, you stated that you explicitly requested the online support team to cancel the bonus. Could you please confirm whether this request was made before or after you began playing with your own deposit of 4,500 forints?
2. You mentioned that the amount of 75,180 forints was derived from your own deposit of 4,500 forints. Can you clarify if this deposit was made after you won 7020 HUF from the 40 free spins?
3. Did you complete the wagering requirements for the bonus winnings from the free spins before achieving a win of 75,180 from your deposit?

Thank you for your patience and cooperation.

Best regards,

Attila

Dear Attila,

Thank you for your patience. Based on my transaction history:

I requested the cancellation of the bonus after I made my 4,500 HUF deposit and after I won the 7,020 HUF from the free spins. I realized I wanted to play with my own money without restrictions, but the support refused to help.

Yes, as the history shows, the 4,500 HUF deposit was already on my account when the 7,020 HUF from free spins was added.

No, I did not complete the wagering for the 7,020 HUF. I started playing Sweet Bonanza with 500 HUF bets using my real money deposit.

Crucial Proof: I am attaching my transaction history (1000003785.jpg) which shows that on February 20, the casino manually removed 70,170 HUF from my account under the label "Bonus cancellation". This proves they confiscated my winnings while I was waiting for this investigation.

Dear Reni0318,

Thank you for your response and for clarifying the matter. I would like to ask if you have documented your request to cancel the bonus. If it is possible, could you please attach any evidence regarding this request? Additionally, when you began playing Sweet Bonanza with 500 HUF bets, did you already submit your request to cancel the bonus?

Thank you for your understanding and cooperation.

Best regards,

Attila

Dear Attila,

To be precise, I spoke with the support and sent the emails after I finished playing and won. I realized only then that the system had mixed my real money deposit with the bonus. I do not have a screenshot of the initial chat, but I am attaching the full email thread I had with the casino afterwards.

Even though this happened after the game, the fact remains that I played with 500 HUF bets (which I already proved with a screenshot), clearly showing I was using my real money deposit, not the free spin winnings.

next:

Even though this happened after the game, the fact remains that I played with 500 HUF bets, clearly showing I was using my real money deposit.

Thank you for your response. Could you please send me a link or a screenshot of the bonus you activated and played with?

Best regards,

Attila

Dear Attila,

As requested, I am attaching the screenshots of the specific bonus terms (40 free spins for a 4,500 HUF deposit).

Please note point #13, which states: "When playing through bonuses, real money is charged first, followed by bonus money." This confirms that my 500 HUF bets were taken from my real money deposit, as the system is designed to spend real funds before touching the bonus balance.

Dear Reni0318,

Thank you for your detailed reply and for providing the additional screenshots. I truly understand how disappointing this situation must feel, however, I would like to highlight the following points. According to the promotional terms you have attached, it is clearly stated that:

4. The maximum amount that can be paid out is x5 of the bonus received.

Additionally:

13. When playing bonuses, real money must be charged first, then bonus money.

Further:

5. The bonus received must be wagered at least 30 times within 5 days of its accumulation, the bonus can only be wagered in the "Slots" section.

This means that after you won the initial 7,020 HUF from the free spins, the bonus remained active and a 30x wagering requirement was still in effect. At this time, the rules regarding the bonus were still applicable, and as such, the casino is entitled to limit your winnings. I would like to highlight that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, win limits are deemed unfair and predatory only when applied to real money games. However, we do accept bonus terms and conditions that impose restrictions on the maximum cash out from bonus play.

Secondly, you mentioned that you requested the cancellation of the bonus, which implies that your winnings were derived from your deposited funds. However, based on the information provided, it appears that the cancellation request was made retroactively after the 75,180 HUF winnings were achieved.

Since the casino applied the correct maximum win cap when you requested the withdrawal, we cannot consider their actions to be unfair.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Attila