The player from Portugal files a complaint against Casinoandyou.com for the unfair confiscation of €1444 from his winnings. He claims to have fulfilled all rollover requirements and argues that the casino misleadingly did not communicate the maximum conversion limit during the deposit and bonus activation.
CasinoAndYou - Player’s winnings have been confiscated.
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CasinoAndYou
Safety Index:Above averageCase summary
Discussion
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Public
5 days ago
Translation
Hello,
I would like to file a complaint against the casino Casinoandyou.com (which operates under the license of CGA / Betandyou Group) due to the unfair confiscation of my winnings.
The facts are as follows:
1. i deposited 16€ and received a 100% bonus (16€), totaling 32€ initial bankroll.
2. the rollover requirement was €560.
(3) I played legitimately and complied with the rollover in full, having wagered a total of €1046 (186% of what was required), as shown in the attached screenshots.
4 At the time I finished the rollover, my bonus balance was €1460.
(5) As soon as the bonus was converted to a real balance, the casino removed all my profit and credited only €16 to my main account.
My argument:
The casino confiscated €1444 of my legitimate winnings. At no point during the deposit or bonus activation was the information clearly and prominently displayed that the maximum conversion would be limited to only 1x the bonus amount. I find this practice predatory and misleading.
In addition, the casino displays the Casino Guru seal in its footer to convey confidence to players, but acts contrary to the principles of fair play.
I request that the casino review this conversion and credit me with the winnings, since all the betting rules have been complied with.
I attach the screenshots showing the balance of €1460 before the conversion and the final balance of €16."
Automatic translation:
Public
Public
13 hours ago
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Public
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13 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Welcome Bonus T&Cs and I found this:
Once wagered, the remaining bonus funds are transferred to the customer's main account, at the moment of bonus completion, but not exceeding the initial bonus amount.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
