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I registered on the site for the first time, deposited 100 euros and they gave me 100 euros bonus. I regularly wagered 1600 euros to convert the bonus and they converted the bonus into 500 euros of real credit. Magically as soon as I asked for the 500 euros that were converted correctly they refused the withdrawal

Mi sono registrato al sito per la prima volta, ho depositato 100 euro e mi hanno dato 100 euro di bonus. Ho scommesso regolarmente 1600 euro x convertire il bonus e mi hanno convertito il bonus in 500 euro di credito reale. Magicamente appena ho chiesto il prelievo dei 500 euro che erano convertiti correttamente hanno rifiutato il prelievo

Dear Andrea,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

They responded like this: Your withdrawal request was declined as a bonus manipulation was detected - your generated winnings have been redeemed.

All this after redeeming the bonus and in chat they clearly told me that I will never get my money back

Hanno risposto così: La tua richiesta di prelievo è stata rifiutata poiché è stata rilevata una manipolazione del bonus: le tue vincite generate sono state riscattate.

Tutto questo dopo aver riscattato il bonus e in chat mi hanno detto chiaramente che non riavrò più i miei soldi

Thank you very much, Andrea, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?

Dear Andrea,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear CasinoGuru representatives,

Thank you for inviting us into this thread.

We'll be able to provide an official statement by tomorrow morning.

Thank you for the patience In advance.

Kind Regards,

The 18Bet Team

Thank you very much, The 18Bet Team, for your reply. We will be waiting for the update patiently.

Dear CasinoGuru representatives and dear Andrea,

We apologize for the inconvenience and for the late reply.

The Player was already informed via email of all the actions taken prior to taking any actions with his 18bet account.

We are once again providing the initial email sent at 09 April 14:04, 2021 in original italian as per players country and language of choice.

Dear Andrea,

by registering you have accepted the terms and conditions of our platform with a legal value.

We have taken care to inform you, but for your convenience I will return the violated condition to you.

9.8.2. The manipulation of sports bonuses, among others, can consist of:

- Place bets listed as Limited Game in the specific promotion rules

- Place bets on opposite outcomes or repetitive bets

- Place bets on your real + virtual balance more than twice in a row

- Increase the balance and then change the game pattern significantly (bet, game, type, bet structure, etc) in order to complete the wagering requirements for the bonus

- Placing large bets leading to substantial payout followed by a drop in bet size equal to or greater than 75% of the average size of the previous bet, in order to complete the wagering requirements for that bonus

Hence, your withdrawal request was declined as bonus manipulation was detected - your generated winnings have been redeemed.

In player's case - Placing large bets leading to a substantial payout followed by a drop in bet size equal to or greater than 75% of the average size of the previous bet, in order to complete the wagering requirements for that bonus.

As the above mentioned, our actions were taken strictly following the T & C's of 18bet's website.

We hope you will find this informative.

Kind Regards,

The 18Bet Team

Dear CasinoGuru representatives and dear Andrea,

We apologize for the inconvenience and for the late reply.

The Player was already informed via email of all the actions taken prior to taking any actions with his 18bet account.

We are once again providing the initial email sent at 09 April 14:04, 2021 in original italian as per players country and language of choice.

Gentile Andrea,

registrandosi ha accettato i termini e le condizioni della nostra piataforma con un valore legale.

Ci siamo premurati di informarLa, ma per Sua comoditá Le rispedirco la condizione violata.

9.8.2. La manipolazione dei bonus sportivi, tra gli altri, può consistere in:

- Piazzare scommesse elencate come Gioco Limitato nelle regole della promozione specifica

- Piazzare scommesse su risultati opposti o scommesse ripetitive

- Piazzare scommesse sul proprio saldo reale + virtuale più di due volte di seguito

- Aumentare il saldo e poi cambiare il modello di gioco in modo significativo (scommessa, gioco, tipo, struttura della scommessa, ecc) al fine di completare i requisiti di scommessa per il bonus

- Effettuare grandi scommesse che portino a un guadagno sostanziale seguito da un calo della dimensione della scommessa pari o superiore al 75% della dimensione media della scommessa precedente, al fine di completare i requisiti di scommessa per quel bonus

Hence, your withdrawal request was declined as bonus manipulation was detected - your generated winnings have been redeemed.

In player's case - Placing large bets leading to a substantial payout followed by a drop in bet size equal to or greater than 75% of the average size of the previous bet, in order to complete the wagering requirements for that bonus.

As the above mentioned, our actions were taken strictly following the T&C's of 18bet's website.

We hope you will find this informative.

Kind Regards,

The 18Bet Team

The bonus had already been converted and had already become a real balance

Il bonus era già stato convertito ed era già diventato saldo reale

Dear Andrea,

Could you please forward your game history to petronela.k@casino.guru? Thank you very much in advance.

Dear Andrea,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.