The player from Italy had his winnings of 1297.77 confiscated after he had completed the rollover requirements for the bonus balance. The casino had justified this action by stating that even real money from bonus winnings could be confiscated. The player confirmed that he had activated a deposit bonus and had exclusively bet on sports. However, we were unable to assist him due to our lack of expertise in sports-betting issues and therefore, had rejected his complaint.
ExclusiveBet Casino - Player’s winnings were confiscated.
Amount: €1,280
ExclusiveBet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Hello, they have confiscated 1297.77 from me, essentially these funds were in the form of a bonus and I had to complete the rollover. I completed the entire rollover and indeed my bonus balance became a real balance. I withdrew my winnings but today they were seized. Allegedly they confiscated the funds due to the following reason: "even when the money becomes real, the bonus is seized because it only allows for winnings" Please help me recover my money, thank you
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9 months ago
Dear klaudius98,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ExclusiveBet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain if you activated a deposit bonus or a bonus not requiring a deposit?
- Could you please share the entire justification you received from the casino here? Post a screenshot here or send me the information to my email at tomas@casino.guru
- How long have you been a player in the casino? Is your casino account verified?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hi, so I activated a deposit bonus, played my deposit with the bonus, won and then completed the rollover
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9 months ago
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My account is verified, now I attach a part of the conversation, they claim that if you win with the bonus and convert the money it's not the same as yours, it was the first time I used this site because I was duped by the promo. I sent her the screen shot via email
Edited
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9 months ago
Do I understand correctly you exclusively bet on sports on the website while your bonus was active?
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9 months ago
Translation
Sports only, I withdrew my amount only after the bonus was converted into a real balance, i.e. I completed the rollover
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9 months ago
Thank you for your reply, klaudius98. As you might know, our forum Casino.Guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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9 months ago
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I don't understand why you can't help me, but he turns me around...
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9 months ago
Please understand that we lack expertise in sports-betting issues. If you only placed bets on sports betting and you are experiencing these issues, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
