The player from Finland reported that Bonusbet casino had cancelled his withdrawal of €1000 and taken €1800 from his account, returning only the original deposit of €200. He had fully wagered a 100% bonus and provided the requested documentation, but despite filing a complaint with AskGamblers, he received no response from customer service. The issue was resolved as the player marked the complaint as resolved after receiving assistance from the Complaints Team.
BonusBet Casino - Player’s withdrawal has been confiscated.
Resolved
Our verdict
Case closed
Amount: €1,800
BonusBet Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Translation
Hello,
Bonusbet casino has cancelled my withdrawal of 1000 euros and taken 1800 euros from my account. Only the original deposit of 200 euros was returned to my account. I had a 100% bonus up to 200 euros, it was activated and fully wagered. After the wagering my balance was over 7500 euros, but it dropped to 2000 euros after the wagering due to the bonus rules with a maximum deposit of 20x, which is completely ok. First they asked for an additional document where I kept a picture of my ID, and it was accepted. After a few days they cancelled my withdrawal and also took my money (1800 euros).
I have screenshots of everything: active bonus, almost completed wagering (14000e), my balance (2000e) after wagering, 1000e withdrawal request, email conversations with bonusbet casino customer service (they don't even reply to my messages anymore).
I already filed a complaint through askgamblers but they were unable to help me in this case. That is why I am contacting you about this bonusbet casino scam. Please help me get my money back.
I could only attach 5 files, so I only included a few. There are 26 screenshots in total, and I'd be happy to send them later, for example by email.
Kind regards
Arthur M.
Edited by a Casino Guru admin
Automatic translation:
Public
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Is there any chance that someone from your household or using the same IP address also created an account at this casino and used the same bonus as you?
- Have you used any public networks or computers to log into your casino account when you activated this bonus?
- Have you passed the full KYC verification at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
Translation
Hello,
It is NOT possible that someone in my household or using the same IP address has also created an account at this casino and used the same bonus as me.
I have NOT used public networks or computers to log into your casino account when activating this bonus.
I HAVE passed full KYC verification at this casino.
So they claim afterwards when I make a withdrawal that even though this bonus has clearly been activated, 100% wagered and then tried to withdraw, it was not available to me even though all evidence proves otherwise.
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3 weeks ago
Translation
Hello,
Is there any new information regarding this situation?
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2 weeks ago
Thank you for your responses. Before we proceed with your case, kindly forward me all the other screenshots you mentioned, as well as any other evidence that could be relevant to the investigation of your complaint at [email protected]. I appreciate your cooperation and patience.
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2 weeks ago
Translation
Hi Veronica!
All 26 screenshots related to the incident have now been emailed to you.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear muikelo,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
