Casino Bello - Player's winnings have been confiscated.

Hallo,

ich habe gestern von Casino Bello einen Bonus von 50 Euro ohne Einzahlung erhalten und 5200 gewonnen . Nach Beendigung und erfolgreicher Umsetzung des Bonus konnte ich 5200 auszahlen . Am nächsten Tag wurde dann alles , bis auf 73 euro konfisziert unter der Begründung es seien 50 Euro max Cash out . Warum dann aber 73 Euro ? Normalerweise wurden Gewinne nach Beendigung des bonusumsatzes sofort konfisziert ohne dass ich überhaupt auszahlen konnte. In den bonusbedingungen steht ein max. Cash out von 10.000 Euro für Boni ohne Einzahlung. Ich habe schon sehr viel in diesem Casino gespielt .

Dear Jessidi85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found regarding the maximum cashout from no-deposit bonuses:

The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or free spins (i.e. Registration 5 EUR Bonus) is 50 EUR/USD; 80 CAD/AUD; 100 NZD; 500 NOK; 0.001 BTC; 0.025 ETH; 50 USDT; 0.8 LTC; 0.2 BCH.

Please note that according to the Terms and Conditions, in case of a discrepancy between any terms and conditions in English and any other language, the English version prevails.

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 limits to be unfair and predatory only when they are 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,

Veronika

Aber warum steht es da einmal mit 50 Euro max Cash out und einmal mit 10.000 Euro ? Ich habe schon sehr oft in diesem Casino gespielt , hatte auch schon bonis mit max Cash out allerdings wurde sofort nach erfolgreicher Umsetzung das Geld konfisziert so das ich garkeine Möglichkeit hatte mehr Geld auszuzahlen. Diesmal wurde es nicht sofort konfisziert sondern erst nachdem ich auszahlen wollte . Dann finde ich es sehr fragwürdig warum mein restguthaben von ca.24 Euro noch auf meinem Konto war obwohl die Auszahlung storniert wurde , ich kenne es so das dann das ganze Geld eingezogen wird . Können sie mir das beantworten? Es ist schon sehr irritierend und fragwürdig. Liebe Grüße

Ich verstehe es auch so mit den 50 Euro max Cash out das es für den 5 Euro Registrierungbonus ist . Den hatte ich nicht . Ich hatte einen Spezial Bonus .

To clarify, not all bonuses are capped immediately after the wagering is completed. In many cases, the system doesn't enforce the maximum cash-out limit until a player actually requests a withdrawal. While this might seem inconsistent, it's a technical setup used by some casinos. The funds may still appear in the balance after the wagering is completed, but the limit only takes effect during the withdrawal process.

We agree that this isn’t ideal from a user experience perspective—it can feel misleading. However, as long as the terms and conditions clearly explain how the maximum cash-out rule works, it’s not considered unfair. That said, it’s always important to review the current bonus rules carefully, as they can differ even within the same casino depending on the specific promotion.

Could you please send me a link or a screenshot of the bonus you activated and played with?

Ich habe leider keinen Screenshot gemacht , habe nur noch die email dazu . Es ist sehr schade was passiert ist und dass man in diesem Fall nichts machen kann . Ich danke ihnen für ihre Mühe.

Das war die Mail dazu . Nicht besonders aussagekräftig.

Thank you for your response. However, there might have been a misunderstanding.

I was hoping you could send me a link, a screenshot, or forward the email related to the special bonus you activated and played with. This would allow me to check whether there were any additional win limits attached to this specific offer, beyond those stated in the general bonus terms.

Ich habe mich nun an den Chat gewandt und wegen meinem Bonus nachgefragt.

Der Chat Mitarbeiter hat mir dazu diese Auskunft zum Bonus gegeben.

Thank you for the screenshot. However, the chat support agent mentioned a 20 CAD bonus, while you mentioned a 50€ bonus in your initial comment. Please note that various bonuses might have various cashout limits.

es waren anscheinend falsche Angaben vom Chat Support. Ich habe mich gewundert wegen den 20 cad, ich wusste nicht was das bedeutet 🙈ich hatte definitiv einen Bonus mit 50 Euro . Ich habe dem Chat Support jetzt nochmal geschrieben und folgende Informationen dazu bekommen ; am 1.04 und 2.04.25 habe ich jeweils einen vip Bonus erhalten. 1.04.25 =50 Euro , 2.04.25= 100 Euro . Den Screenshot vom Chat schicke ich ihnen

haben sie die Möglichkeit das Casino zu kontaktieren?

Thank you very much, Jessidi85, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay . Vielen Dank . Wie geht es jetzt weiter ?

Hello Jessidi85,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, it is absolutely common that there is a maximum win limit from no deposit bonuses, even for VIP bonuses. This is quite an industry standard, but it is expected that this limit is communicated to the players. I will contact the casino to shed more light on this matter.

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

Dear Casino Bello,

Can you please provide us with the VIP bonus rules, particularly the maximum win rules for the specific bonus based on which the players' winnings were capped? If there are any factors influencing this situation that can't be shared publicly, please forward them to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jessidi85,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Casino Bello. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino Bello,

Could you please provide clarification on this matter and any suggestions you might have on how we can work toward a resolution?

Hello!

If possible please give us an additional week so we can work towards solving this complaint. Appreciate it!

Dear Casino Bello,

As our goal is to reach a resolution whenever possible, I will extend the timer for another week. Despite having somewhat expected that a resolution would be presented at the time of the reopening request, I remain hopeful that we will be able to find a satisfactory outcome for this case soon.

Hello!

So, we double-checked the point of whole complaint and we must admit that we do not quite understand what exactly was wrong from our side. The only incorrect thing we can currently see is that online chat agent mistakenly told the client that she received VIP bonuses on April 1st and 2nd which is not true - client indeed received VIP bonus on April 2nd but there was no bonuses on April 1st and the bonus for which client refers in this complaint was called "Special RG" bonus and was credited on March 31th. Client can easily check this information in her profile by going into "Promo" section and clicking on "See bonuses history". As it is not a VIP bonus and just retention nodeposit offer this point from Terms and Conditions was applied: "The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or free spins (i.e. Registration 5 EUR Bonus) is 50 EUR/USD; 80 CAD/AUD; 100 NZD; 500 NOK; 0.001 BTC; 0.025 ETH; 50 USDT; 0.8 LTC; 0.2 BCH.". In her statement in the complaint client says that she was offered VIP bonus - that statement is not true and it can be checked in here profile as it mentioned above.

Even more - the message that was sent to the user was next one:

Hallo, Jessica!

Für Sie ist einen 100% Einzahlungsbonus (Code: ABC4)+ €50 verfügbar.

Unter https://www.casinobello2.com/ können Sie es aktivieren! Viel Spaß!

Max.cashout is not mentioned in this message as well as it is not mentioned that this is a VIP offer - just 50 EUR no-deposit bonus - that's why the point from T&C regarding max.win from no-deposit offer was applied.

It would be great if you can tell us what exactly in your opinion we did wrong as we not quite sure how else we can work towards this complaint resolution 🙂 Thank you very much!

Dear Casino Bello,

Thank you for the response.

Dear Jessidi85,

Has the casino's response provided clarity on the situation, or is there anything else you require further clarification on?

Dear Jessidi85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

While it appears that the situation has been elucidated, the absence of the player's response to our communications, enquiries, and reminders diminishes the justification for keeping this case open any longer. Consequently, we must classify this complaint as Rejected for the time being.

We remain available and ready to assist further if needed, should the player decide to contact us again.

Thank you for your understanding.

Best regards,

Michal

Casino.Guru