FansBet Casino - Player's winnings confiscated over 'bonus manipulation'.

I fulfilled the rollover of the 'fansau23' coupon, and when I requested my withdrawal, they simply claimed it was rejected due to 'bonus manipulation'. They took away all my winnings (R$733), leaving only my deposit. I ask for mediation because my winnings are honest and I wish to receive them! They are acting in bad faith!

Hello renatobrmaia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FansBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you ever deposit into the casino? When was the last time you spoke to the casino and what was it about? Did they specify which exact term did you breach?

If possible, please forward your betting history to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi there, Nick.

I have to be honest and ask for this complaint to be closed. I contacted the fansbet support by email and they sent me a complete answer on what they considered as bonus manipulation (with the general bonus terms and conditions) and there was one point I didn't observed when completing the bonus rollover ("Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus") . I don't think it is fair (obviously that after a good gain I'll reduce my bets amount for protecting my winnings!) but it happened.

I'll try to solve with them but it was good the complaint for alerting another users.

Regards,

Renato M****

Hello renatobrmaia,

Based on your description of the term you violated, we find it unfair as well and it should not be a reason to confiscate the player's balance. However, you requested to close the complaint so please confirm whether you wish to proceed (as your case seem to be relevant) or close it definitely.

Dear renatobrmaia,

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.

Hi there, Nick.

Sorry for not ansering in time, I've not seen the notification.

I thought about and I also think it is unfair. I've tried to solve with the support but not successful. If they will confiscate the balance, they have to 'protect' the player, not allowing bets out of the terms and conditions.

I want to proceed with the case.

Thanks, Nick

Hello renatobrmaia,

Please forward any communication you have with the casino to nikolas.b@casino.guru before we would try to get in touch with them.

Dear renatobrmaia,

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.

Hi there, Nick.

Sorry for not answering the previous message in time.

I've fowarded my comunications as requested.

Thank you very much,

Renato Maia

Thank you renatobrmaia for the forwarded e-mail. As mentioned earlier, the casino should not have void your balance based on changing the size of your bets. Your complaint will be forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello renatobrmaia,

I'm Michal and I have taken over your complaint. I have reviewed your case, and as my colleague Nick already mentioned, we consider the rule ("Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus") for confiscation of your winnings not fair if this was the only reason for the confiscation and you have not breached any other rules. I will contact the casino to see if I can help.

We would like to invite FansBet Casino to join the conversation.

Dear FansBet Casino,

Can you please confirm if the only reason why the player's winnings have been confiscated is the change in bet sizes?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear renatobrmaia,

I hope this message finds you well. I wanted to provide you with a short update on the situation.

I managed to get in touch with the casino representative and we are still discussing your case.

We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.

Dear renatobrmaia,

Although I have discussed your complaint with the casino, we have not come to a solution to your issue as they were not able to share important information due to GDPR and their own internal company policies, so we are not in a position to clearly judge the case. The casino team informed me that you are still more than welcome to contact the casino support team, as they will discuss the case only with you directly. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints might help change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I recommend you contact the casino's official Alternative Dispute Resolution (ADR) entity, Pardee Consulta (https://www.adrbypardee.eu/online-dispute-resolution-form/), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru