The player from North Rhine-Westphalia encounters issues while trying to withdraw his winnings of €2,700 after successfully using the welcome bonus. He received €750 initially, but then faced an unexpected deduction of over €1,400 without any prior notice in the terms and conditions or offer description.
Zizobet Casino - Player faces deduction on withdrawal.
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6d 23h 8m 54s
Zizobet Casino
Safety Index 7.3 Above averageCase summary
Discussion
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Public
23 hours ago
Translation
Hello, I successfully played through the first welcome bonus at the casino and won €2,700. €750 was paid out, and then I was told I could withdraw another €550, resulting in over €1,400 being deducted. There's nothing about this in the terms and conditions, and it's not mentioned anywhere in the offer description either. They just pulled this out of nowhere.
Automatic translation:
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51 minutes ago
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51 minutes ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. The casino’s Terms and Conditions include the following rule:
7.1 FREE SPIN, FREE BETS, FREE MONEY AND BONUSES – PAYOUT TERMS AND CONDITIONS.
7.1.1. Deposit/Welcome Bonus is a bonus amount that requires making a deposit to receive it. Each of these bonuses has wagering requirements, and the maximum amount that can be withdrawn from winnings generated by a deposit-required bonus is limited to ten (10) times the deposit that activated the bonus. Any excess winnings will be forfeited.
To understand whether this rule was applied correctly, could you please clarify the following:
- How much did you deposit to activate the welcome bonus? Please also provide a link or screenshot of the specific bonus offer and the casino’s explanation for the deduction. My email address is veronika.f@casino.guru.
- Did your account display real-money and bonus balances separately?
- After completing the wagering requirements, were the remaining funds shown as real money or available to withdraw?
- Was your balance reduced immediately after you completed wagering, or only when you requested a withdrawal? Did you continue playing after completing wagering, and were any of the disputed winnings generated during that later play?
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
