Igo.bet Casino - Player’s winnings are delayed due to bonus cap.

Hello,

I wagered the welcome bonus at that casino, which according to their rules has a 10x bonus max withdrawal. However, after the wagering requirement was met, my winnings were capped at 5x the bonus amount.

Below is my conversation with the Vip manager and excerpts from the casino's bonus terms. The bonus amount was 150 euros.

Thanks for your help in advance!

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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 your situation.

• How many deposits have you made into this casino so far? Did you win with your first deposit bonus or with one of the later bonuses?
• Am I correct in understanding that the casino claimed your winnings were capped at 5 times the bonus amount due to the deposit/win ratio?
• Were you informed anywhere in your account or in the Terms before finishing wagering the bonus that your winnings would be capped at 5x the bonus amount?
• How much money did you actually win from this bonus before the casino applied the cap?

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

Veronika

Dear paastoanailmasto,

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.

Hello,

Sorry for the long response. I didn't notice your message earlier.

I have made 9 deposits to that casino and received a small withdrawal (636 euros) before this withdrawal in question.

The casino claimed without any basis that the maximum withdrawal would be 5x the bonus amount, even though their terms and conditions state 10x. My balance was 2482 euros when I completed my wagering. They left 750 euros in the account, while the bonus amount was 150 euros.

Dear paastoanailmasto

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, Peter ([email protected]). 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

Hello there,

Thank you paastoanailmasto for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Igo.bet Casino for their help in resolving this complaint. We would like to know why the player's winnings were reduced more than outlined in the terms and conditions.

Thank you!

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.

Dear paastoanailmasto,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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, we will reopen the complaint, and you will be notified by email. I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino doesn't display its validator on the website, possibly in an attempt to prevent players from escalating their complaints. I am sorry I could not be of more help on this occasion.

Best regards,

Peter