Casper Bets Casino - Player's funds unjustly confiscated after bonus cancellation.

TITLE: Unlawful confiscation of real money deposit after bonus cancellation – Casperbet

Complaint Summary:

I am filing this formal complaint against Casperbet due to an unjustified and unlawful confiscation of my real-money deposit totaling €45, along with the sports betting profits generated from my cash funds.

Detailed Sequence of Events:

Duplicate Deposit due to Gateway Failure:

Attempting to deposit via credit card resulted in repeated technical errors. I then initiated a bank transfer, which experienced significant delays. Believing the payment had failed, I made a second attempt. As a result, I completed two separate deposits of €50 on the same day (€100 total real money deposited).

Misleading Support & Mandatory Bonus Cancellation:

The platform arbitrarily applied, removed, and adjusted bonus funds (shifting from a claimed €100 bonus to a €200 bonus). After completing 75 free spins (25 on day one, 50 on day two) without risking a single cent of real money, I contacted customer support.

The support agent, Francesca, treated me with utmost unprofessionalism, creating utter confusion and attempting to force absurd wagering requirements (demanding €3,500 in casino wagering and €500 in sports bets). When I explicitly asked how to withdraw my own real deposited money, she instructed me to cancel the bonuses.

Unlawful Confiscation of Funds:

Following her instructions to cancel the bonus, Casperbet wiped out my real-money balance, leaving only €55.

Mathematical Breakdown of Cash Balance:

Total Cash Deposited: €100

Real Money Wagered: €45 placed across 9 sports bets.

Returns from Sports Bets: €61.69 won legitimately using cash funds.

Unwagered Cash Balance: €55 (€100 - €45).

Total Legitimate Balance: €116.69 (€55 unwagered cash + €61.69 sports winnings).

Casino support keeps replying with generic copy-paste templates explaining that this was a "Sticky Bonus" and that the balance was adjusted automatically. However, a sticky bonus cancellation only removes promotional funds and casino winnings generated from the bonus—it can NEVER confiscate a player's real-money deposit that was never lost in play.

Even under the worst-case interpretation, my original €100 cash deposit was never lost. By leaving my account at €55, Casperbet has wrongfully seized €45 of my deposited capital and wiped out my legitimate sports betting returns.

Requested Solution:

I am not claiming promotional casino bonus winnings. I demand the immediate restoration of my legitimate balance to €116.69 (or, at a bare minimum, the full refund of my €100 cash deposit).

Important notice:

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Stay safe.

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 the situation.

• Could you please send me a screenshot of your bonus history? Did you activate a bonus with each of your two deposits?
• Could you also clarify which game you received the 75 free spins for and how much you won from wagering them?
• Did you receive any pop-up notifications or warnings informing you that your funds would be confiscated if you cancelled the bonus?
• How many bonuses did you cancel in total?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Dear charlerie,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

Thank you for your emails, and I’m sorry that your reply was missed before the complaint was closed.

Could you please request the casino via email to send you the complete account transaction and bonus history in Excel or CSV format, covering the period from your first €50 deposit until after both bonuses were cancelled? Once you receive the file, kindly forward it to me at veronika.f@casino.guru. I need to see the deposits, bets, free spins, bonus cancellations, and balance adjustments to establish what happened to your real-money balance.

Could you also confirm whether you have continued betting or made any withdrawals since the balance showed €55?

I sent the email with the request exactly as you instructed, and you know what happened? They've blocked my account with all the capital I had and my bets, and it won't even let me reset my password, saying the email doesn't exist. Just another trick from this company. What do we do now? Do you write to them? Or how do we proceed? I'm attaching a copy of the email and a screenshot showing that I can't access my account.

Dear charlerie

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

For your information, when I requested the information you asked for, my user account was automatically blocked and now I can't access your app, where I also had a balance. I've attached the text I sent by email.

"Hello, I would like to request that you please send me the complete transaction and bonus history for your account in Excel or CSV format, covering the period from my first deposit of €50 until my recent withdrawal. Thank you very much."

I subsequently sent emails to tell them that they had blocked my account and they haven't replied, which is a real problem because they know they have misappropriated my money.

Hello charlerie,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Casper Bets Casino to join the conversation.

Dear Casper Bets Casino,

Could you please clarify the sequence of events and explain the grounds for confiscating winnings that the player claims were generated using real-money funds?

The player states that they made two deposits of €50 each and encountered technical difficulties that prevented their intended bonus from being activated correctly. They further claim that, after contacting support, a €200 bonus was credited without their consent or prior explanation of its conditions.

Please clarify which promotion the player originally selected, why the €200 bonus was subsequently credited, and whether the player was informed of and accepted its terms.

I acknowledge that bonuses may carry wagering requirements. However, it remains unclear how these requirements were calculated in this case, whether they applied to the bonus alone or also to the deposits, and how this led to the confiscation of the disputed winnings.

Please provide the applicable bonus terms and relevant transaction and gameplay records showing how the real-money and bonus funds were used. Any supporting evidence that cannot be shared publicly may be sent to michal.k@casino.guru for independent review.

Thank you in advance.

Hello,

The player made two €50 deposits, using the Welcome Bonus and Welcome Sport Bonus.

Due to technical issues with the deposits, the bonuses had to be credited manually. The first bonuses were credited by mistake and automatically canceled, while the second set was credited correctly. Therefore, there were only two active €50 bonuses, not €200 in bonuses.

Both bonuses had specific wagering requirements and were sticky bonuses. This means the player initially plays with their real-money balance, and only after losing those funds do they play with the bonus funds.

The €45 were therefore not confiscated; they were used as the player’s real-money balance during gameplay. The player was also informed that canceling the bonuses would leave only their remaining real-money balance, while the bonus funds would be canceled.

The account was subsequently closed at the decision of our Risk Department.

Best regards,

Casper Bets Casino

This is completely untrue. They told me to cancel the bonuses through their support and that I wasn't entitled to them, but at no point were we informed that they would take 65% of the balance. And why have they closed the account? There was a balance in that account. They closed it so I wouldn't have any information or be able to prove anything. I don't agree, and you should all do your part to prevent this from happening. It's a complete scam and a total rip-off, taking advantage of small players' money. They told me that to keep the bonus active, I had to spend $4,000 in their casino. Do you think that's normal? Don't you realize that it's clearly disproportionate? It's a strategy to avoid returning the money and keep it. But what shouldn't be allowed is that by waiving the bonus, they STEAL money from our deposits. It's a completely premeditated scam.

Dear Casper Bets Casino,

Thank you for clarifying the bonus allocations. Could you please provide the records supporting the balance adjustment, particularly how the returns from the sports bets were treated when the bonuses were cancelled?

I understand your explanation that €45 of deposited funds was used for betting. However, this alone does not establish why the resulting balance should have been €55 after cancellation.

To complete my review, please provide:

• The transaction and betting ledger from the first deposit through account closure, showing cash and bonus allocations, settled returns, cancellation deductions, subsequent gameplay and withdrawals.
• The applicable bonus terms and relevant support correspondence explaining the cancellation consequences.
• Confirmation of the balance remaining at closure and how any legitimate funds were handled.

The supplied correspondence also includes confirmation of a €108 withdrawal processed on 25 September. Please account for this payment in the ledger and clarify whether any funds remained outstanding afterwards.

You may send these records privately to michal.k@casino.guru for independent review.

Thank you for your cooperation.

Good afternoon, the 108 I withdrew is the result of my bets after they left my account at 108. When I requested the information they asked for regarding my history (I've already explained this to them), they blocked my account, and I sent them photos.

Regarding the bonus and balance issue, there are also photos, including the chat where they tell me to cancel the bonus but don't warn me that they're taking 55 euros from my deposit, which is my money. It's the same thing I already sent them with photos. I can't provide more because they've blocked my Aposta account to prevent me from filing a claim.

Hello,

We've forwarded all the requested documents to Michal's email address, along with an explanation of what happened regarding user Charlerie.

Best regards,

Casper Bets Casino.

Dear Casper Bets Team,

Thank you for your email. I have responded with some additional enquiries and look forward to your reply.

Hello,

The requested documents have been provided to Michal via email.

Best regards,

Casper Bets Casino.

Thank you for all the information and evidence provided, Casper Bets Casino.

Dear charlerie,

After reviewing your explanations, the account records, the support conversation, and the bonus terms, I would like to explain my conclusions.

The records show that €45 of your deposits was used to place sports bets. The remaining €55 of deposited funds was preserved when you cancelled the bonuses.

The applicable bonus rules explain that deposited funds are used first, while returns from bets placed during an active promotion are credited to the bonus balance until the wagering requirements are completed. They also state that cancelling the bonus before completing those requirements results in forfeiture of those winnings. Consequently, although your bets were funded from your deposits, their returns remained subject to the active promotion’s conditions.

I acknowledge your concerns about the bonus allocation and the clarity of support’s instructions. However, the conversation shows that support explained the distinction between your cash balance and restricted winnings before cancellation. The separate €12.50 winning bet settled afterwards and was credited to your real-money balance.

I understand why the change in your balance was frustrating, especially after you contacted support for help with withdrawing your money. However, having reviewed the records and the applicable bonus terms, I have not found any action by the casino team that would not be in accordance with the rules, or that we would find unfair. I must therefore close your complaint as rejected.

Before taking part in future promotions, please take a moment to review the applicable rules. If anything is not fully clear, ask the casino team to explain it before activating the bonus or placing bets, particularly how the conditions affect your deposited funds and any winnings. This can help avoid another disappointing experience.

You are, of course, entitled to disagree with our conclusion and may continue pursuing the matter with the casino's licensing authority or another relevant body in your jurisdiction. However, based on the evidence available, we are unable to provide any further assistance with this case.

Please let me know of any decision issued by the relevant authority at michal.k@casino.guru.

Should you experience any issues with this or any other casino, please do not hesitate to contact us. We will try our best to assist within the scope of our role as an independent dispute resolution service.

Best regards,

Michal

Casino Guru