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I won some money using the "200 FREESPINS" promotion, and after verifying my documents and everything else, they canceled my withdrawal. They took away my winnings and left only the money I deposited, saying I broke a regulation. Please help me.

Ho vinto dei soldi usufruendo della promozione "200FREESPINS" e dopo aver verificato i documenti e tutto mi hanno annullato il prelievo, e mi hanno tolto i soldi vinti e lasciato solo quello che ho depositato dicendo che ho infranto un regolamento. Aiutatemi perfavore

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus 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

Attila

I don't think I have a screenshot or link for the promo directly, but by going to the rewards page and entering the promo code "200FREESPINS" it was possible, ACCORDING TO THEM, to receive 200 free spins on the Snoop Dogg slot at a bet of 0.25 cents, by depositing only 13 euros, so I deposited slightly more and played the free spins, then I decided to also play the deposit on the LE BANDIT slot (without bonuses or anything else) at fairly decent bets, 30-60 cents per spin and that's it, after winning and playing a lot (2x-3x the deposit) I decided to withdraw and after a few days and after verifying my documents they cancelled the withdrawal, removed the bonus money AND ALSO THE WINNINGS WITHOUT THE BONUS (THOSE LITERALLY WITH MY DEPOSIT) and left me only the original deposit.

Non credo di avere uno screenshot o link per la promo direttamente, ma andando sulla pagina rewards e inserendo il promocode "200FREESPINS" era possibile ricevere A DETTA LORO 200 fs sulla slot Snoop Dogg a bet 0.25 cent, depositando solo 13 euro, io quindi ho depositato leggermente di più e giocato i free spin, poi ho deciso di giocare anche il deposito sulla slot LE BANDIT ( senza bonus o altro ) a puntate abbastanza decenti, 30-60 centesimi a spin e basta, dopo aver vinto e giocato un bel pò (2x-3x del deposito) ho deciso di prelevare e dopo qualche giorno e dopo aver fatto la verifica dei documenti mi hanno annullato il prelievo, rimosso i soldi del bonus E ANCHE QUELLI DELLE VINCITE SENZA IL BONUS ( QUELLI LETTERALMENTE CON IL MIO DEPOSITO ) e mi hanno lasciato solo il deposito originale.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Giammy888,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to 5bet Casino to participate in this discussion.

Dear 5bet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 Giammy888,

I managed to get in touch with the casino team, and I expect they will provide a response regarding your case soon.

To help me better understand the situation, could you please clarify whether any of your family members, friends, or acquaintances hold an account with 5bet Casino?

If so, have you played at the casino around the same time as them – for example, during a shared visit? Have you used a VPN program or application when accessing or playing at the casino?

Could you also confirm which devices you have used to register and play at 5bet Casino?

I would appreciate your cooperation in providing this information in as much detail as possible.

I absolutely did not use any program or anything else, the only device I used to connect to the casino is my iPhone 17 Pro Max and I am the only one who has an account on that casino

Assolutamente non ho utilizzato nessun programma o altro, l’unico dispositivo con cui mi sono collegato al casinò è il mio iphone 17 pro max e solo io possiedo l’account su quel casinò

Dear Giammy888,

Thank you for your response. Might I ask how you came to learn of the casino's offer?

For instance, were you referred by a friend, or do you follow any casino-related forums, streamers, social media channels, or chat groups where bonus offers and promotions are shared?

From a friend who told me about the casino promotion

Da un amico che mi ha parlato della promozione del casinò

Dear Giammy888,

Thank you for the clarification.

Dear 5bet Casino,

I'm looking forward to your response.