Easybet.co.za Casino - Player's withdrawal is confiscated.

Easybet withheld R20 000 withdrawal under false advertising & technical manipulation.

Summary of the Issue:

As a registered Easybet affiliate for 1 year 6 months, I used R3 800 of my own money to test and promote their platform. After accumulating R120 000 in legitimate winnings on 27 July 2025, I requested a single payout via Ozow relying on their publicly‑advertised limit of R1 000 000 per transaction.

R100 000 was paid out immediately.

The remaining R20 000 was silently rejected (no SMS, email, or in-app notice).

Only after I threatened legal/regulatory action did Easybet admit to a hidden R100 000/day internal cap, contradicting the R1 000 000 claim.

They then tried to "compensate" me with R10 000 in free spins, which I declined since it doesn’t cover the R20 000 cash shortfall.

Easybet even edited their "How to Withdraw" page only after I told them I would lodge formal complaints proof they knew the original claim was misleading.

Timeline & Key Evidence

25–27 July 2025: Deposited R3 800 personal funds; recorded each transaction.

27 July 2025: Won R120 000; requested full withdrawal via Ozow.

Same Day: R100 000 paid; no trace of the pending R20 000 in notifications or logs.

28 July 2025: Contacted affiliate manager (Jenny) via WhatsApp told of an unseen R100 000/day rule.

28 July 2025: Received offer of R10 000 free spins; declined.

28 July 2025: Easybet updated their withdrawal FAQ to reference hidden daily limits after my complaint warning.

Attachments:

Screenshots of the original vs. updated "How to Withdraw" page (showing R1 000 000 → hidden R100 000/day).

WhatsApp chat excerpts with Jenny admitting the internal cap.

Screen recordings of the failed R20 000 payout with no error message.

Bank/transaction records confirming R100 000 paid & R20 000 withheld.

Desired Resolution:

Immediate cash payment of the outstanding R120 000 to my linked bank account.

A public apology and a clear statement on Easybet’s website clarifying actual withdrawal limits.

Compensation for the time and reputational damage incurred (e.g. refund of affiliate fees or a goodwill bonus).

If the full payment was made there would have been no reason for me play the same day. I wouldn't have to redeposit to test technical errors and manipulation but I'm glad they did that because now I have more proof and just found via social media that this is a habit of theirs. In fact my motivation was by the affiliate manager Jenny say "Play until you lose that how the money gets back to us, that how gambling works". That gave me more encouragement to redeposit and have a stronger case. They assumed they were playing me while I was making sure I play into their hands to have a strong case because I noticed the glitches on the games while playing with my remaining R20000.00

They did exactly to me what people used to complain to me about.

Why This Matters:

Other players are at risk of the same bait and switch.

Easybet’s hidden policy and lack of notification violate fair play principles and consumer trust.

CasinoGuru’s exposure can help prevent further misuse of player funds by Easybet.

I feel also responsible for other peoples losses because I promoted them for so long.

I have however filed a formal complaint with:

National Gambling Board of South Africa.

Advertising Regulatory Board (formerly the Advertising Standards Authority of South Africa).

Financial Sector Conduct Authority.

Consumer Goods and Services Ombud.

Independent Communications Authority of South Africa.

Office of the Ombudsman for Banking Services.

Breach of Responsible‑Gambling Obligations:

Under the National Gambling Act 7 of 2004 and its license conditions (e.g. the Western Cape Gambling and Racing Board’s Responsible Gambling Code), every operator must implement harm minimization measures. That includes training staff to:

Recognise signs of problem gambling

Intervene if a player is showing signs of distress

Never encourage continuous play or exploit a player’s losses

By urging someone to play until their balance is gone, a staff member is actively undermining those harm minimisation rules and exposing the casino to regulatory sanction.

Unfair, Unconscionable Practice (Consumer Protection Act):

The Consumer Protection Act 68 of 2008 prohibits suppliers from engaging in "unfair, unreasonable or unjust" contract terms and from making false or misleading representations (Sections 29 & 41). Encouraging a player to keep betting under the pretext that it’s somehow in their interest is:

A misleading representation about the nature of gambling (you will inevitably lose)

An unconscionable business practice, since it takes advantage of the consumer’s trust

Any such advice can be challenged as a breach of the CPA’s prohibitions on exploitative conduct.

For this reasons I am claiming the full amount of R120,000.00

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Easybet.co.za Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify how much is left for you to withdraw from the casino?
• Has the payout of R100 000 from 27 July 2025 reached your bank account yet?
• Could you please explain what happened to the remaining R20 000?
• Could you please clarify whether you consider yourself a player suffering from gambling problems? Have you indicated to the casino any issues with gambling?

Thank you very much in advance for your reply.

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Dear Tomas

Thank you for your prompt response and for taking the time to review my complaint.

Please see my answers below to your questions:

Amount Left to Withdraw:

I am formally claiming the full R120,000, which was the initial amount requested for withdrawal on 27 July 2025. Only R100,000 of that was processed and subsequently reversed by the operator without notification.

Status of the R100,000 Payout:

No, the R100,000 has not reached my account. It was reversed back into my Easybet balance without explanation or formal communication. I only discovered this upon logging in again.

What Happened to the Remaining R20,000:

That amount was just credited to my betting balanace forced to play.

Problem Gambling Clarification:

I do not consider myself a problem gambler, and at no point did I indicate to the casino that I suffer from gambling addiction. I was acting in my capacity as an affiliate and tech-savvy user, attempting to test the platform’s behavior after observing inconsistencies with AGT games and the withdrawal interface. I even screen recorded the session for evidence.

Additionally, it’s worth noting that after these events, a staff member informally suggested I continue playing "until the balance is gone," which I believe is in violation of responsible gambling obligations outlined by the National Gambling Act of South Africa.

Thank you for your assistance in this matter. Please let me know if you require any supporting documents or further clarification.

Thanks for your reply.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. We are unable to ask the casino to pay out funds that were played down. For future reference, if your withdrawals keep getting canceled or you won't learn the reasons why that happens, please file a complaint before losing the funds.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

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

Message from the player:

It looks like you are not a complaints specialist, you are here to just close thing quickly to make your job easier. Did you not read the detailed message or you just too lazy?

Hello,

• Did I misunderstand that you played down your R120,000 winnings?
• Could you please share a screenshot of your current balance in the casino and your pending withdrawal requests?

Looking forward to your reply.

Dear TaahirSattar,

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.

Leave it I'm not bothered anymore!

We’ve closed this complaint as per the player’s request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.