The player from Austria faced difficulties withdrawing from felicebet.com after winning. Following account verification, his withdrawal was unexpectedly canceled due to alleged "bonus manipulation," a claim he disputed and for which he received no further clarification from the casino. After multiple attempts to contact the casino without success, the complaint was marked as "unresolved." The player was advised to submit a complaint to the Anjouan Gaming Authority for further assistance.
FeliceBet Casino - Player's withdrawal has been canceled.
Unresolved
Our verdict
No reaction
Black points: 528
Amount: €2,500
FeliceBet Casino
Safety Index:LowCase summary
Discussion
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3 months ago
Translation
Ladies and Gentlemen!
Since I don't know what to do anymore, I would like to explain my problem with the provider felicebet.com.
I lost several hundred euros with the provider. When I wanted to close my account, I was offered a bonus of 30 euros. In fact, I was extremely lucky at Big Bass Splash and won the maximum prize of 5,000 euros during free spins. I was aware that there were bonus terms and conditions. After continuing to play, I met these bonus terms and conditions with a balance of over 4,000 euros. However, since the maximum win requirement is 5x the bonus, the bonus was converted to 150 euros in real money after the criteria were met.
I kept playing. I was actually able to win a lot again; at one point, I had a real-money balance of over €3,500. Ultimately, I decided to withdraw €2,500. To process the withdrawal, I had to verify my account. I needed to provide ID, proof of address, and proof of payment. Everything was completed, and the withdrawal was submitted. This happened on August 23rd/24th.
Since they also advertise quick payouts, I was in contact with the casino every day. I always received replies via email and live chat with pre-written messages saying that the payout was being processed and that it would simply take a little while.
When I logged into my casino profile on (I think) August 28th, I saw a message that my withdrawal had been canceled. The reason given was bonus manipulation. This is completely fabricated. I asked the casino several times for information about which bonus I had manipulated, when, how, and in which game. I was assured via live chat that the "responsible" department would get back to me, but I haven't heard from that department, nor have I received any email responses since the cancellation. (The casino usually responded at least once a day.)
The problem isn't just that the withdrawal was canceled, but the money is gone. It hasn't been credited to my account or anything like that.
Most email traffic is saved; a screenshot of the payout cancellation notification can be sent later by email.
The homepage itself lists license numbers, etc. A link for complaints could not be found.
I'm asking for help or advice on how I should proceed.
Best regards
Automatic translation:
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the provider felicebet.com. Your situation seems quite challenging, and I would like to assist you in resolving this matter.
To gain a better understanding of your case, could you please provide more information by answering the following questions:
- Do I understand correctly that your winnings were transferred to a real money balance after you completed the wagering requirements?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Also, do I understand correctly that the casino didn't specify which rule you breached?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Dear Casino.guru team!
I think they're probably busy enough, but I'd like to know why they didn't respond within their deadline. Did they contact the casino? Has the problem been resolved?
I ask for at least an answer
Thanks
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3 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello Manuel1718,
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 to see if I can help somehow.
We would like to invite FeliceBet Casino to join the conversation.
Dear FeliceBet Casino,
Could you please provide clarification regarding the confiscation of the winnings that the player obtained after successfully wagering the bonus? Was the player informed in any way (such as through a rule quotation, pop-up notification, etc.) that these winnings would be confiscated, despite the fact that the maximum win cap for the bonus play had already been applied? Additionally, can you please explain on what grounds the player was accused of alleged bonus manipulation?
If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]
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3 months ago
Translation
Hello Michael!
I have forwarded you several emails from Felicebet trying to explain the cancellation
Best regards
Automatic translation:
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2 months ago
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.
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2 months ago
Dear Manuel1718,
I have tried to contact the casino repeatedly but have 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 and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at [email protected].
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
