The player from Germany had deposited €100 and received a 200% bonus with x20 wagering requirements, converting it to nearly €8000. He later discovered a hidden policy that limited bonus payouts to €300 and that his winnings expired after 7 days, despite having verified his account. He claimed this lack of transparency and the subsequent cancellation of his funds constituted fraud. We found that the casino’s bonus terms had clearly stated maximum winnings limits based on the bonus percentage, which were visible on the website. Since the player did not respond to inquiries and reminders initially, the complaint was closed without further action. After reopening the complaint at the player's request, it was concluded that the casino had acted in line with its bonus terms and conditions by applying the maximum win cap at withdrawal, and therefore the complaint was rejected.
Svenbet Casino - Player's winnings have been confiscated.
Unjustified complaint
Amount: €3,000
Svenbet Casino
Safety Index:Very lowCase summary
Translation
Hello, I deposited 100 euros there and played with a 200% bonus with x20 wagering requirements, which I converted, resulting in a balance of almost 8000 real money. This amount disappeared briefly, then reappeared, and then suddenly dropped back down to only 300 euros.
Anyway, I was told that this casino had a policy that all their bonus offers had a maximum payout of €300, which wasn't mentioned in the casino's terms and conditions. With this money, I bought and bought free spins until I eventually had €3000 of real money in my account. I was then assured via chat that I should verify my account before I could withdraw. I successfully verified my account, but then received an email stating that my money had been correctly canceled because all winnings expire after 7 days, and apparently some terms and conditions hadn't been met. So...
- I find it strange that supposedly the maximum payout is €300, even though there's no mention of it.
- And 2. why does money I won with real money expire?
I understand the most colorful part here.
If I have any questions, I would send screenshots of the live chats.
To me, that's blatant fraud….
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.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
1.2 Maximum winnings from any Deposit Bonus offer depends on the percentage (%) of the deposit offer and it is as follows:
a) 200% and above Bonus threshold, are limited to x3 times the initial deposit amount.
b) 150%-199% Bonus threshold, are limited to x6 times the initial deposit amount.
c) 120%-149% threshold, are limited to x8 times the initial deposit amount.
d) 100%-119% threshold, are limited to x10 times the initial deposit amount.
e) 25%-99% threshold, are limited to x12 times the initial deposit amount.
Any winnings above these limits will be forfeited.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cash out limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
Dear Player,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, 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 at any time in the future 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,
Attila
Casino.Guru
We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear player,
could you please follow up on my previous message?
TranslationDear Player,
Thank you for your reply and for providing the additional information. We truly understand how disappointing this situation must feel, especially after completing the full wagering requirement.
After carefully reviewing all the information you shared, we unfortunately have to conclude that the casino appears to have acted in line with its Bonus T&Cs.
I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, win limits are considered unfair and predatory only when applied to real money games. We do, however, accept bonus terms and conditions that restrict the maximum cash out from bonus play.
When you completed the wagering requirements of your bonus, the cap was not applied immediately. Some casinos apply the maximum winnings cap only when a withdrawal is requested. At the time you finished wagering, you should have been left with a maximum of €300. Continuing to play with a higher sum meant that any additional balance was effectively virtual and not real money. Consequently, all subsequent winnings generated from this bonus are also subject to the bonus cap.
Since the casino applied the correct maximum win cap when you requested the withdrawal, we cannot consider their actions to be unfair.
Furthermore, the conversation with customer support that you have included indicates that your KYC verification has been successfully completed and that you are eligible to withdraw your funds. However, I regret to inform you that this does not supersede the casino's bonus restrictions, which are outlined in their terms and conditions.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Attila
