The player from Germany deposited €20 and used a 100% welcome bonus, resulting in a total balance of over €300 after fulfilling the wagering requirements. However, €130 was unexpectedly deducted, leaving him with €120, which he believed contradicted the bonus terms. He submitted a payment request for the remaining balance but had not received it yet. We reviewed the welcome bonus terms and found that the maximum bonus conversion was limited to five times the bonus amount, so the casino’s deduction was applied in line with the published terms. For this reason, the complaint about the removed winnings was rejected, while the unpaid €120 withdrawal could be assessed separately if it remained pending beyond the normal processing time.
Yep Casino - Player is facing issues with withdrawal after bonus deduction.
Closed
Our verdict
Unjustified complaint
Amount: €250
Yep Casino
Safety Index 8.5 HighCase summary
Discussion
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1 week ago
Translation
Hello, I deposited €20 into the aforementioned casino today and used a 100% welcome bonus. So I was playing with a total of €40. After a few hours, my player account had over €300, and I had also fulfilled the wagering requirements for the bonus money. Suddenly, I received a message saying "Congratulations" that I had met the bonus conditions. What I immediately noticed was that while my player account had €250 when I completed the bonus, €130 was immediately deducted, leaving me with only €120 in my account.
When I asked support where my money was, I received the answer "We understand your dissatisfaction, however, we would like to clarify that this does not mean that the winnings have been replaced or lost."
The bonus has been successfully unlocked, and in accordance with the bonus terms and conditions, it has been converted into real money credit. The maximum conversion amount for this bonus was €120.00, which is exactly the amount credited to your real money balance. Please note that the wagering requirements and conversion limits are part of the bonus offer terms and conditions and are displayed in advance.
That's simply not true!! There's nothing about that anywhere. I've read the terms and conditions and there's nothing about it there either. So I was simply robbed by the casino.
That makes sense, who would deposit 20 euros when the maximum payout is 120 euros? Nobody.
You might have the opportunity to contact the manager to clarify the matter.
I have submitted the remaining 120 euros for payment, but so far without success.
Maybe you can help, thanks.
Automatic translation:
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5 days 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.
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5 days ago
Dear Kingeckrim,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your bonus winnings.
To better understand the situation, could you please clarify the following:
- Could you please send me a screenshot or link to the exact welcome bonus you activated, including its full terms and conditions?
- Did the casino show anywhere before you claimed the bonus that the maximum amount convertible to real money was €120?
- Have you successfully completed the KYC verification?
- Is the remaining €120 withdrawal still pending, or has it already been processed?
Please also send me any relevant communication you have had with the casino regarding the €120 conversion limit.
Thank you very much for your cooperation.
Karla M.
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5 days ago
Hello,
We've checked the T&Cs, they bonus terms clearly state the conditions:
Kind regards
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5 days ago
TranslationOh, and where? I've read the bonus terms and conditions several times, and apart from the stipulation of 40x wagering requirement and a maximum stake of €5, there's absolutely nothing else. It's simply misleading and nothing short of a scandal.
It's unbelievable to me that the casino gets away with such a scam. We're talking about a ridiculous 130 euros here.
Automatic translation:
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5 days ago
Hello, Kingeckrim
Here is a complete info re the welcome bonus terms:
https://yep.casino/de-de/welcome-casino-bonus
Should you have any questions - please do not hesitate to let us know.
Regards
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18 hours ago
Dear Kingeckrim,
Thank you for your response.
I have reviewed the welcome bonus terms provided by the casino.
The terms state that the maximum amount that can be converted from bonus funds into real money is five times the bonus amount.
As you deposited €20 and received a 100% bonus of €20, the maximum amount convertible from the bonus was therefore €100. Together with your original €20 deposit, this resulted in a real-money balance of €120 after the wagering requirements were completed.
Based on the available information, the casino appears to have applied the bonus conversion limit in accordance with the published terms.
For this reason, we are unable to consider the removal of the remaining bonus winnings unfair, and this part of the complaint will be rejected.
If your €120 withdrawal remains unpaid beyond the casino's normal processing timeframe, please let us know, as we can assess the withdrawal issue separately.
Thank you for your understanding.
Karla M.
