Callmebet Casino - Player's winnings have been confiscated.

After using a bonus at this casino and requesting a withdrawal of 4,500 euros,

the casino claimed the games I played were ineligible for the bonus and confiscated the funds.

However, this casino's bonus system is designed to prevent play on ineligible games in the first place, making the casino's claim absurd.

Of course, I did not hack or alter any settings. I confirmed beforehand that the games I played were eligible for the bonus—meaning they were recognized by the casino as slot games.

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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.

• Have you played any other games while your bonus was active besides Dice?
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you played with any bonuses at this casino before?

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

I don't play any games other than dice games.

https://callmebet.com/page/reload-bonus

Since it was playable with bonus funds and shares a similar system to Aviator due to the nature of the game, we determined it to be an eligible game.

I have used bonuses in the past and also use dice.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello andandjonnyx,

It's Michal again. I have taken over this case. I have reviewed the details you provided, and could you please confirm which dice game you played while utilising the active bonus?

I have checked the Reload Bonus T&Cs (https://callmebet.com/page/reload-bonus) and I have noticed this:

I would like you to clarify what made you think that the dice game and blackjack should be considered as eligible games?

While I agree with you that, ideally, all ineligible games should be automatically blocked by the casino system, I must admit I find it difficult to believe this was simply overlooked by you. Based on our previous interactions, you are usually very attentive to bonus terms and general casino rules, which makes it hard for me to understand how Dice and Blackjack could be seen as equivalent to slot games to you in this case.

This is spribe's dice.

Currently, it cannot be used with bonuses, but it was available when I used a bonus.

It seems the casino disabled it for play after I pointed out the inconsistency.

The basis is clear: the casino's terms and conditions explicitly state that slot games and Aviator-style games are subject to these rules.

(Although Aviator appears to have been removed as well, the casino acknowledges that it was once included.)

If you understand the Aviator system where reaching a specified multiplier makes that multiplier obtainable, you should be able to see that it's the same as dice.

A 1.1x multiplier in Aviator and a 1.1x dice roll are no different.

Since it was treated as a game playable with bonuses at the casino, I am convinced that dice belongs to the Aviator genre at this casino.

As you can see, this casino clearly distinguishes between games eligible for bonuses and those that are not through its system.

Looking at this image, no user would think the right side is actually excluded. I'm one of them.

In any case, the terms and conditions you're reading were hastily changed by the casino after I pointed out inconsistencies, so they're meaningless.

What matters is what happened when I used the bonus.

Dear andandjonnyx,

Thank you for your response. While I can somewhat grasp your perspective to a certain degree, I must express that I hold a differing opinion.

Aviator and dice are different games. Although the "mechanics" behind the game can be similar, they are simply different games.

It's similar to certain slots. Normal slots without any bonus buys or special features and the slots with bonus buys and special featires. They are almost the same, and the "mechanics" behind the games are almost the same, but there are differences, which is why certain slots are restricted to be played with an active bonus in most casinos.

Anyway, I am interested in understanding the casino team's perspective regarding the situation and the sequence of events that led to their decisions.

We would like to invite Callmebet Casino to join the conversation.

Dear Callmebet Casino,

I would appreciate more specific details, including any supporting documentation, concerning the player's conduct which led to your decision to close the player's account and confiscate the funds.

If there are any additional factors pertinent to this case that maybe cannot be disclosed publicly, please feel free to send them directly to me at michal.k@casino.guru.

What matters isn't your opinion or the casino's opinion.

It's ‘how the user perceived it’.

I consider Dice to be a type of Aviator with a low maximum multiplier.

Furthermore, at least when I used the bonus, the casino explicitly stated Dice as a game eligible for bonus play and listed its contribution rate as 100%.

Users aren't psychic, so even if it were a casino error, they wouldn't be able to notice it.

Because perceptions differ, the casino must clearly define its systems and terms of service.

Failure to do so constitutes the casino's fault, and it's unfair for the user to bear that responsibility.

Also, I used dice for the deposit bonus I claimed just before this one.

I couldn't meet the bonus wagering requirements, but the casino surely must have noticed.

Why didn't the casino contact me at that time?

Dear andandjonnyx,

Your recent response comes across once again with a tone that feels somewhat unpleasant. I sense that these exchanges have taken on a tone that makes it difficult to have a constructive discussion. As per my previous experience with you, I've learnt that you tend to concentrate solely on your own perspective and are not open to considering alternative viewpoints, regardless of what is said. Given this, I feel that continuing the conversation would not be productive for either of us. Therefore, I will step back from further discussion on this matter and will concentrate on discussion with the casino team.

I have received this response from the casino team:

Dear Michal,

Thank you for contacting us. We appreciate the opportunity to clarify the situation regarding this complaint.

After reviewing the details submitted by the player, we must note that several elements of the complaint are inaccurate and do not reflect the actual sequence of events. Below is a factual summary based on our internal records and documented communications with the player:

1. The player’s funds were never confiscated, removed, or frozen.

The Reload Bonus remained fully active and available under the original conditions throughout the entire process. At no point was the bonus revoked or restricted by us.

2. The player accepted the Bonus Terms & Conditions prior to activation.

These Terms clearly listed the eligible games that contribute to wagering requirements. In this specific case, only slot games and Aviator qualified toward wagering.

3. The player wagered a significant portion of the requirement on a non-eligible game ("DICES").

Although DICES was technically accessible with bonus funds due to provider-level functionality, it does not contribute to wagering, as explicitly stated in the Terms.

4. We repeatedly explained the Terms to the player.

Across multiple emails and internal messages, we clarified the eligible games, the wagering rules, and why DICES was not contributing. The player was fully informed throughout.

5. We offered a fair solution.

Despite the misuse of a non-eligible game, we did not forfeit or remove the bonus. We offered the player the opportunity to restart and complete the wagering correctly on eligible games. The player declined this option.

6. The player successfully withdrew his funds.

After declining to continue with the bonus, the player submitted a withdrawal request for his full real-money balance. The request was approved and the funds were successfully sent to him without delay or restriction, consistent with his previous successful payouts on our platform. 

7. All records are available for verification.

We maintain complete gameplay logs, wagering data, bonus state history, and all communication records related to this case.

Please let us know if you require any specific information.

We remain fully available to assist.

Kind regards,

CallMebet Team

And

Although client initially refused, he fully used the bonus we provided and ultimately withdrew all of his funds. The request was approved, and the funds were sent to him without any delay or restrictions, consistent with his previous successful payouts on our platform.

Kind regards,

CallMebet Team

Could you kindly share your perspective on this matter? What sum were you able to withdraw after you accepted the casino team's offer, and what amount do you think you are still entitled to, and why?

This casino has separate accounts for real money and bonus money.

I deposited $1,000 and received a $1,000 bonus.

After confirming dice was a bonus-eligible game, I played and successfully cashed out $3,400.

However, the casino later claimed it was actually an ineligible game and confiscated that $3,400.

I had also used dice with a bonus just before this, and made a withdrawal afterward, yet the casino said nothing at that time.

It's unfair for them to suddenly claim it was an ineligible game only after I succeeded in cashing out a large amount.

Considering that new games are constantly being added to casinos, it's also a common approach to trust the system that indicates ‘whether you can actually play with the bonus’ rather than relying on terms and conditions that may be incomplete.

Furthermore, it points out that ‘aviator’ is not the name of a game but rather a genre, and that it is common knowledge among those who understand game systems that dice fall under this category.

I couldn't trust this casino, so I immediately withdrew my balance of about $1,000 and filed a complaint.

I insist on the return of the confiscated $3,400.

Furthermore, while the casino claims the provider is responsible, it is undeniably the casino that added the game to its site and made the bonus available.

If you insist the provider is liable, then properly refund me the confiscated balance and seek damages from the provider.

I will submit evidence that the casino confiscated the majority of my balance.

Ultimately, the key points are:

・This casino explicitly controls which games are eligible for bonus play and which are not through its system.

・Therefore, it is natural to assume that games marked as eligible are fair game, and users bear no fault in this regard.

・Furthermore, the casino is shifting responsibility onto the game provider. The casino itself added the game, enabled bonus play for it, and failed to check it—all responsibility lies with the casino.

If the casino genuinely believes the game provider, spribe, is at fault, it should file a complaint with spribe and make that correspondence public. If spribe acknowledges fault and compensates me, that would be acceptable.

Dear andandjonnyx,

I’d like to provide you with a brief update. I am in contact with the casino team to verify the details of your case. There are still a few points that require clarification.

Once I gather all remaining details, I will be able to provide a more informed response.

Dear andandjonnyx,

I have received further information from the casino team, which altered the situation and refuted some of your assumptions.

Dear Michael,

Thank you for your message.

Please note that the player in question was already fully familiar with our bonus system. Before this incident, he had successfully used one Welcome Bonus and 2 Reload Bonuses, completing the wagering requirements correctly and withdrawing winnings on multiple occasions without any issues. He therefore had full knowledge of the eligible games and of how the Reload Bonus functions. DICE has never been part of the eligible games list, including in all his previous bonuses.

DICE is still available on our platform and has never been removed.

Regarding the 4,500 USD₮ mentioned by the player, his account was actually in EUR, so the amount in question corresponds to 3,841€.

Some non-eligible games, including DICE, can still generate in-game transactions on the bonus wallet due to the way integrations and technical synchronization work across different providers. However, these gameplay outcomes do not constitute real credited winnings unless they are validated by our risk team under the bonus rules.

For this reason, the 3841€ was never recognized as a real winning.

When the player attempted to withdraw this non-eligible amount, our risk team applied the same procedure used for his previous bonuses: the invalid winnings were cancelled, and the same Reload Bonus was reissued so he could complete the wagering correctly.

The player then spent the reissued bonus in full and subsequently submitted a withdrawal request. This withdrawal was processed in full and without delay, consistent with his previous payouts. The fact that he used and completed the newly reissued Reload Bonus clearly demonstrates his full awareness of the bonus mechanics and the applicable Terms & Conditions, and constitutes an implicit renewed acceptance of them.

Kind regards,

CallMeBet Team

As I mentioned earlier, Dice is not—and has never been—considered the same game as Aviator. So your assumption, "I consider Dice to be a type of Aviator with a low maximum multiplier." was wrong. The casino acted in line with the terms and conditions you agreed to when claiming the bonus, even if the definitions did not align with your personal interpretations.

It’s also worth noting that you accepted and used the additional reload bonus and then proceeded with the withdrawal. This approach by the casino team is considered acceptable to us.

After carefully reviewing all the information and evidence, we found no wrongdoing on the casino’s side. On the contrary, they acted in accordance with their terms and conditions, to which you agreed.

Given all of this, I will be closing the case as Unjustified.

Of course, you are absolutely free to disagree with this conclusion. If you remain convinced of your stance, you may pursue the matter with the casino’s licensing authority, who will undoubtedly appreciate the opportunity to review it. However, we are not able to provide any further assistance with this matter.

Should you choose to pursue this option, please feel free to inform me of the authority’s decision.

Best regards,

Michal

Casino Guru