EmirBet Casino - Player's winnings have been confiscated.

Hallo ich habe eine Einzahlung von 20 Euro durchgeführt um dieses Casino zu testen, sogleich mich die Onlinebewertungen schon etwas abgeschreckt haben!

Die Bonusbedingungen habe ich erfüllt und ein konvertiertes Guthaben von 220 Euro erhalten!

Nach etwas spielen erreichte ich 300 Euro die ich auszahlen wollte!

Nach 5 Tagen kam jetzt die Info das die Auszahlung storniert wurde aber das komplette Guthaben von 300 Euro wurde bis auf 20 Euro gelöscht!

280 Euro einfach vom Spielerkonto gelöscht!

Sowas habe ich noch nie erlebt!

Bitte um Klärung das ist sehr unseriös und sollte eine Warnung für andere Spieler sein ! Das Casino behält ehrlich erspielte Gewinne einfach zurück!

Ich bin total geschockt und das 2 Tage vor Weihnachten!

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you played with the welcome bonus? Could you please post a link to the bonus you activated here in this thread?
• Have you tried contacting the casino regarding this issue? If so, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post screenshots here.

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Ich habe ausschließlich Casinoslots gespielt!

Und habe einen Willkommensbonus erhalten

Hello Maylenrap,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, Maylenrap. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Maylenrap,

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,

Kristina

Hello Maylenrap,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

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

Dear EmirBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at michal.k@casino.guru, for an independent review.

Dear Michal,

On 15/12/2025 , the player was credited with a Welcome Bonus of the amount €25 The player met the rollover requirements and converted the bonus, however, upon review, it was found that the player breached the Bonus Terms & Conditions.

As outlined in Section 13 of the Bonus Terms and Conditions, players are not permitted to place bets exceeding €12 (or the equivalent in another currency) or 5% of the awarded bonus amount, whichever is lower.

In this case, the maximum allowed bet was €1.25, yet the player repeatedly placed wagers above this limit, despite these rules being publicly available and accessible prior to and during his gameplay. By disregarding these conditions, the player gained an unfair advantage in completing the rollover and converting the bonus. The player has full access to their betting history, which serves as proof of these breaches.

It is the player’s responsibility to review and comply with the Terms & Conditions before participating in any promotion. Since the player failed to do so, the breach rests solely with their actions. As a result, the bonus has been forfeited along with all winnings.

Kind regards,

EmirBet Casino

Die gesamte Summe wurde einbehalten was nicht fair sein kann, da ich die Bedingungen auch so erfüllt hätte! Ich habe aus den Bonusbuys keine Gewinne erzielt, sondern habe eher Verlust gemacht! Anstatt die Umsatzbedingungen nochmal anzupassen wird die gesamte Summe einbehalten? 280Euro, weil ein paar Euro Unsatzbedingungen fälschlicherweise Ihrerseits als Umrechnungsbetrag in den Bonusbuys mitgerechnet wurden ? Wieso wurden diese als Unsatzbedingungen als Erfolgreich deklariert, wenn diese garnicht zulässig waren ?Warum sind die Bonusbuys überhaupt möglich wenn man noch in den Umsatzbedingungen steckt ? Ich hätte verstanden wenn man die erzielten Gewinne einbehalten hätte, was um die 100 Euro gewesen waren aus 2 positiven Bonusbuys, obwohl ich anderen Bonusbuys, allesamt Guthaben verloren habe 6-8 Stück nur Verlust! Also 100 Euro aus 2 Bonus und nicht die gesamten 280 Euro! Aber es einfach nur auf Bonusbedingungen zu schieben finde ich total Kundenunfreundlich. Mir wurden fälschlicherweise Bonusbuys gewährt um mir im Nachhinein die Gewinne abzuerkennen ?

Ich habe nicht mehr als 1,25 Euro gespielt und würde man die Bonusbuys 1 mal 40 Euro Einsatz durch die jeweiligen Spins rechnen kommen keine wie von Ihnen erwähnten 12 Euro pro Spin raus ! Das hat nichts mit Spielerschutz zu tun. Und Ihr letzter Satz ist falsch, ich habe 280 Euro Guthaben und davon waren aus allen Bonusbuys ein Guthaben von insgesamt -80Euro siehe meine vorherigen Screenshots! Ich hätte ohne Bonusbuys 360 Euro Guthaben auf dem Spielerkonto gehabt also ist da kein Vorteil für mich entstanden, lediglich die genannten Bonusbedingungen wurden früher erreicht, welches man anpassen hätte sollen wenn man es ehrlich mit seinen Spielern meint aber das gesamte Guthaben zu behalten ist kriminell!

Ich hoffe natürlich das dies hier viele andere Spieler sehen und dies als Warnung erachten. Die Bewertungen für Ihre Plattform kommen wohl nicht von ungefähr! Es gibt noch andere Plattformen die dies Kundenfreundlicher lösen als Sie es getan haben ! 280 Euro einfach komplett vom Spielerkonto gelöscht, also sowas hab ich noch nie erlebt!

Dear Michal,

After the bonus was credited and the wagering requirements were completed, and they submitted a withdrawal request.

As part of our standard review process, the relevant team conducted a detailed assessment of the player’s gaming activity and identified a violation of article 13 of the Bonus Terms and Conditions, related to the maximum bet limit. Following this review, our team contacted the player and provided a clear explanation of the violations identified, including the specific bets concerned. 

Additionally, while bonus buy remain part of the game, we acknowledge the player's concern about it. As you are aware each bonus purchase is actually a bet with guaranteed outcome. Excluding bonus buys, they placed over 50 bets, which exceeded the maximum bet limit. 

In light of the above and in accordance with General Terms and Conditions, the withdrawal request was declined and the winnings were voided. The player’s initial deposit was returned to their account balance, and they were promptly informed of these actions.

We acknowledge the concerns expressed by the player and confirm that the matter has been thoroughly reviewed, they have been duly informed and provided with the relevant explanations and information regarding the measures taken and the reasons for them.

To ensure the protection of the player's personal data, we are unable to provide additional information regarding the specific account and their betting activity. The player continues to have full access to their account details, complete gaming history, and all information related to the identified violation and the affected bets.

Best Regards,

EmirBet Casino

Dear EmirBet Casino,

I don't think I received the evidence from you that supports the maximumbet violation. Please forward this to me for an independent review at michal.k@casino.guru

Dear Michal,

The relevant information supporting the case has already been provided directly to the player. We acknowledge the concerns expressed and wish to assure all parties that this matter has been subjected to a thorough and comprehensive review. 

As protecting player's personal data is a key priority for us, we are unable to share any account-specific information. As previously stated, the player has full access to their betting history and may, at their discretion, provide this information to support their claims and facilitate a successful resolution of the case.

Within these constraints, we remain available to assist and are committed to addressing all matters in a fair and transparent manner.

Best Regards,

EmirBet Casino

Hey ich habe nun eine Kontoschließung beantragt da ich wohl kein einlenken des Casinos erwarten kann! Ich habe über 100 Euro eingezahlt und 280 Euro wurden mir nicht ausgezahlt! Das Risiko ist mir zu hoch nochmals einzuzahlen aber meine möglichen Gewinne nicht zu erhalten! Da nutze ich lieber andere Casinos die dies Kundenfreundlicher handhaben und habe meine Lektion gelernt!

Dear EmirBet Casino,

Thank you for your response.

Dear Maylenrap,

Please forward me your complete game log, including your bonus history, at michal.k@casino.guru. This information will allow me to conduct an independent review and explore any potential avenues for assistance.

That said, I do want to be transparent with you. According to the casino, more than 50 bets were placed above the maximum allowed limit. If confirmed, this simply cannot be considered an unfortunate coincidence, and it will quite significantly affect the outcome of the review.

Still, please share the requested records when you can, and I'll take a careful look.

Da müsste ich ja 50 Seiten schicken ...

Und das Casino behaart so auf Ihre Regeln nur um nicht auszahlen zu müssen!

Finde es interessant das ich über die Bonusbuys Geld verlieren durfte was auch größtenteils der Fall war aber bei der Auszahlung werden 2 etwas positive Bonusbuys rausgepickt um nicht auszahlen zu müssen!

Vielen Dank für Ihre Mühe.

Ich warte auf die Bestätigung der Kontoschließung und dann bin ich damit durch

Dear Maylenrap,

Thank you for your response. As mentioned, I am available to review your complete game log, including your bonus history, should you choose to provide it. However, to be candid, it is likely that it may not change the outcome of the case.

I kindly request your clear confirmation whether you wish to proceed further or if you prefer not to pursue this matter any longer.

Dear EmirBet Casino,

Can you please let us know when the player's account will be closed?

Mein Account ist bereits geschlossen!

Diese Erfahrung hat mir gereicht !

Dear Maylenrap,

I would greatly appreciate your confirmation regarding whether you would like to continue with this matter or if you would prefer to discontinue it.

I'm looking forward to your clear answer.

Dear Maylenrap,

We are extending the timer by 2 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 reminders, 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 within the next 3 months 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,

Michal

Casino.Guru