The player from Germany accepted an offer of 100 free spins with no wagering requirements and accumulated 43 USD in real money. After making a deposit and trying to cancel a different bonus, he faces account closure and the withholding of his free spin winnings, despite receiving only a refund of his deposit.
MYBC.game Casino - Player’s account has been closed and winnings withheld.
Opened
Current status
Waiting for player to reply
6d 23h 13m 22s
MYBC.game Casino
Safety Index 6.6 Fresh casinoCase summary
Discussion
Public
Public
20 hours ago
Translation
Hello, I registered there on February 13th and received an offer of 100 free spins with no wagering requirements and no deposit, see screenshot. I accepted the offer and subsequently had 43 USD (37 Euros) in real money credit. Yesterday, I made my first deposit of 55 USD and received a bonus that was completely different from the offer I received from them yesterday. I then wanted to cancel the bonus, as it's not possible to do so myself. I told the support team in the chat that after the cancellation, I should have 98 USD and would like to continue playing with that amount without wagering requirements. After all, before my 55 USD deposit, I had 43 USD in real money. The unfriendly support representative then told me that such a thing didn't exist, that the money I had before my deposit wasn't real money. But it definitely was, as you can see from the offer in the email from February: 100 free spins with no deposit, no wagering requirements, and winnings were real money.
Now he has blocked my account and only refunded my deposit; my free spin winnings of 43 USD, which were definitely real money, were simply withheld.
Another disreputable new casino that uses fraudulent methods.
I hope someone can help me here.
Automatic translation:
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Public
46 minutes ago
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Public
Public
46 minutes ago
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.
- Could you please forward me the full, uncropped promotional offer you received from the casino on 13 February? My email address is veronika.f@casino.guru.
- Did you save any screenshots showing that the winnings from the free spins were transferred to your real-money balance?
- Did you try to withdraw your winnings in February after you finished playing with the free spins?
- Additionally, could you please send me any screenshots or transcripts of your conversations with customer support regarding the cancellation of your deposit bonus and your previous winnings?
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
