The player from Germany believes her winnings were unfairly reduced. The casino capped the winnings in compliance with the bonus terms, therefore, we were forced to reject this complaint.
GGBet Casino - Player's winnings have been capped.
Amount: €410
GGBet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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2 years ago
Translation
misleading; Illusion; Fraud
I deposited 20 euros and received the same amount as a bonus. The bonus had to be wagered 40 times (800 euros) before you could make a withdrawal.
So keep playing and win well. The bonus was implemented as requested.
Suddenly there were just 410 euros left in my account, all at once only 149 euros. The support claims that would be the conditions.
This is not true and is fraud.
Even in the conditions it is not clear that if you win, after you have turned over 20 euros, i.e. 40 times / 800 euros, your entire balance will be stolen.
Why should you convert the 20 euro bonus with 800 euros if you simply delete your money from the account afterwards?
So no matter how the game goes... if you're lucky and win, they still take your money once the bonus has been wagered?
Bonus terms 4 and 6:
"Any winnings received by the player while playing with bonus money will be credited to the player's bonus balance."
"After successfully wagering a bonus, bonus funds are automatically converted to actual funds...."
Automatic translation:
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2 years ago
Dear unschubladisierbar,
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. Could you please advise which bonus you played with? If possible, please post here a link to the offer you redeemed. I would like to check the bonus T&Cs.
Also, could you please clarify how much money is there left in your account after the casino reduced your winnings?
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,
Kristina
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2 years ago
Translation
Hello,
I asked the support to tell me the bonus I used and to provide me with the bonus conditions.
I used the bonus on January 16, 2022. The bonus was 100% of the deposit amount + 20 free spins in Vikings go Berzerk
I am refused to read the conditions. I'm uploading the chat history as an attachment.
I noticed a discrepancy in the premium history. Here I was first discharged with 150 euros, then charged with 150 euros. On 01/19/2023 a manual bonus of 50 euros is listed. It is not clear whether it was charged or discharged. My balance has not changed since I was last online on January 17th, 2023. I'm uploading a screenshot in the attachment.
I also upload the screenshot again via the game ID and a screenshot when I last played / was online.
Automatic translation:
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2 years ago
Hello, unschubladisierbar
We can see the bonus was used, the wagering requirement is x40, the maximum conversion to real money is 150 eur. This amount exactly was converted to your real money balance.
Kind regards
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2 years ago
Hello everyone,
Thank you both for your replies.
unschubladisierbar, could you please advise how you found out about this bonus? Did you find it in your casino account or did you receive any promotional email? Did you read the bonus-specific term before you activated the bonus (as you always should)?
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2 years ago
Hello unschubladisierbar, Kristina
Please kindly refer to the screenshot of the bonus description, that briefly states, that the max conversion of this bonus is equal to 150 EUR. The bonus T&Cs are available before the bonus activation.
Kind regards
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2 years ago
Thank you very much, GGBet Casino.
unschubladisierbar, unfortunately, it seems that you played with a bonus that has a maximum cashout limit. I am afraid that there is not much we could do here. Casinos often limit bonus winnings and we cannot penalize them for it. I can only recommend that you always check the bonus T&Cs before you start playing to avoid disappointment like this.
Furthermore, this is the fifth complaint you submitted about GGBet Casino (four of them were published) within a few months. At this point, I would also suggest that you find another casino since it seems that you often find yourself in situations that lead you to post complaints here. You can check our list of recommended casinos, and maybe you will find something more suitable for you. The list is here:
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2 years ago
Translation
Is it legal that you have to wager 20 euros for 800 euros and then only get 150 euros from your total winnings?
What I win should be mine.
Why the turnover amount of 800 euros?
If you win, you win.
If you lose, you lose.
If you win and have such conditions, that is cheating.
And the normal bonus terms and conditions, which can be viewed at any time, say otherwise.
What law allows a casino to reduce my own winnings after I wager the amount 40 times?
Automatic translation:
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1 year ago
I understand your frustration and I agree that this bonus is not the best out there, however, you as a player chose to activate it and play with it and it seems that you didn't even read the bonus conditions beforehand.
At this point, I can only recommend that you always read the bonus terms thoroughly before you activate any bonus, and reconsider playing in other casinos as it seems that you are more than dissatisfied with this one.
Since the casino reduced your winnings in compliance with its bonus terms, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
