Book of Bet Casino - Player's winnings have been confiscated.

Good evening. I hope you are well. I played with a bonus at this casino and when the bonus wagering requirement was completed, the bonus amount which was 983 was converted into 400 euros real money for withdrawal. As you can see in the first screenshot I am sending, the total amount was 983 euros after completing the bonus requirement. From this, the amount of 583 euros was deducted, then 400 euros and then they added 400 to me, which is also the real balance I have, as I said, and which is above for withdrawal. That is, they made additions and subtractions from the bonus amount and stole the 583 euros from me for no reason. And why for no reason? Because as you can see in the other screenshots, in the communication I had with the livechat, they told me that after completing the requirements of each bonus, there is no limit for converting bonus money into real money and that the maximum limit for withdrawal for profits from each bonus is 10,000. Euro also sent me their rule as you will see in 1 screenshot. I asked them for explanations why they did this and I have not received any answer. It is obvious that they want to steal the 583 euros and that is why they made these additions and subtractions for no reason. Please, I would appreciate it if you could intervene to return the entire amount I won. I will also file complaints with the electronic crime prosecution and the licensing authority.

Dear blaugrana,

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

Could you please specify the bonus?

Did you play casino games or bet on sports?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Good evening. The bonus was sports and my account has been verified. Today they told me in an email that they will respond to me by Tuesday, April 8.

Dear blaugrana, thank you for your reply. Please note that if the bonus is specifically intended for sports betting and you experience any issues related to this, our hands are tied. We appreciate your understanding. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.