The player from Germany had had difficulty withdrawing 500€ won from a rollover bonus that had been converted into real cash. The casino had deducted 400€ without giving an explanation. The player had communicated with the casino's support team and had been awaiting clarification. We had requested additional information from the player to better understand the situation, but the player had failed to respond in the given timeframe. Consequently, we had been forced to reject the complaint due to lack of further information. The player did, however, confirm that they had received the remaining 100€.
FEZbet Casino - Player's 400€ deducted from the withdrawal amount.
Amount: €400
FEZbet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
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11 months ago
Translation
Hello everyone,
I would like to cash out my balance (500 €), which I won through a bonus that must be rolled over 50 times (20 €/50 times roll over). This bonus can be obtained by winning a stuffed animal in a claw machine game. The ticket for the claw machine game is automatically received after making a deposit. No further acceptance of bonus conditions is required.
The site cancelled my withdrawal request and 400 € is recorded as a new withdrawal. However, the support states that the 400 € will be deducted because one can only cash out 5 times the initial bonus amount.
This is not explained anywhere, and it was also assured that, after rolling over (i.e., 20 €/50 times - 1000 €), the bonus balance would be converted into real cash. The money has been converted, but 400 € were deducted without any further explanation.
I sent an email to the support team on 23.12, asking for clarification as soon as possible.
I would be glad to keep you posted by including you in the email CC for future correspondence.
I hope you can provide some assistance.
Best regards
Chriisii
Automatic translation:
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11 months ago
Dear chriisii,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Which exact bonus offer you have redeemed and accumulated your winnings with?
- Was it a free bonus?
- Could you please forward the bonus link and any relevant communication? My email address is petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with the case.
Thank you very much in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Dear chriisii,
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.
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10 months ago
Translation
Hello Petronela,
Thank you very much for the deadline extension.
I forwarded the email including the email history and my replies!
I hope this helps.
Thanks for the support.
Best regards
Chriisii
Automatic translation:
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10 months ago
Hi chriisii,
Thank you for your emails. I can see that the casino explained why the winnings were capped. I have checked the Bonus CRAB rules and this is what I found (here):
The same explanation you received from the casino. I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Could you please advise if your withdrawal of €100 has been received already?
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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10 months ago
Translation
Hello Petronela,
Thank you for checking, but these bonus conditions are incorrect. I had to wager the original bonus amount 50x before it was transferred into real money. In addition, all of the bonus winnings were transferred to me in real money. After the withdrawal, I of course continued to deposit. This means I could have continued playing with the 400 up to €100 before making further deposits.
I received the 100€.
Many thanks for the help!
VG
Christopher
Automatic translation:
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10 months ago
Hi chriisii,
- Could you please advise how much was your active balance after you completed the bonus wagering?
- Were your winnings capped right after the completion of bonus wagering?
- Would you be able to forward your game history?
Thank you.
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10 months ago
Dear chriisii,
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.
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10 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
PS: I adjusted the disputed amount from €500 to €400.
