The player from Portugal had deposited €25 and received 250 free spins, but after winning and nearing the wagering requirements, the casino canceled all active bonuses without justification, leaving him with no access to his real balance of €90 or his bonus balance of €480. The complaint was submitted to the Complaints Team, who requested further information to assist with the issue. The player later marked the complaint as resolved, and the case was closed by the Complaints Team.
Opabet Casino - Player’s bonuses have been confiscated.
Resolved
Our verdict
Case closed
Amount: €480
Opabet Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
1 month ago
Translation
Hi. Today I deposited €25 in this casino and they gave me a bonus of 250 free spins which were pending activation. When I spun my real balance I reached 90€ and when I tried a withdrawal a message saying that I had an active bonus appeared. I then spun the 250 spins and won around €150 in bonus balance. I kept playing the bonus balance and after I was close to making the wagering requirements I had about €480 in my account and out of nowhere they canceled all my active bonuses saying it was a decision by the department in charge and they didn't give me any justification. In other words, I was left without the €90 real balance and the €480 bonus. This is just another casino scam. Please don't play here! They make it as difficult as possible to withdraw money...
Automatic translation:
Public
Public
1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 month ago
Dear jesuschrysler1,
Thank you very much for submitting your complaint. I'm sorry to hear about the issues you’ve encountered with your account at the casino.
In order to better understand the situation and assist you effectively, could you please provide answers to the following questions:
- What specific message appeared when you attempted to make a withdrawal?
- Can you confirm if you had met the wagering requirements for the bonus before it was canceled?
- Did you receive any communication from the casino regarding the cancellation of your bonuses?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petra
Public
Public
1 month ago
TranslationWhen I tried to withdraw the first 90€ of real balance, a message appeared saying that I had an active bonus. There were 250 free spins. I spun the spins and won €150 which required me to make a wager of around €3000 (20x wager) and I had a maximum withdrawal of 10x which would be €1500. I then spun the money and when I only had a few euros left on the wager to be able to withdraw the money, all my money disappeared including all the bonuses. Without any warning. I went to the chat and the lady made fun of me. She said it was an administrative decision and there was nothing I could do. They told me absolutely nothing else. When I asked more questions, the chat lady just said "have a nice day"
Automatic translation:
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear jesuschrysler1,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
