Incognito Casino - Player's winnings have been confiscated.

Dear Casino Guru Team,

I am reaching out to seek your assistance as a third-party mediator in resolving a dispute with IncognitoCasino.io regarding the confiscation of my winnings. Below are the details of my case:

Casino Name: IncognitoCasino.io

Transaction ID: e56ad0ee-73d6-46ee-8e1e-5e8d6049e416

Amount in Dispute: €500

Issue Summary

1. Confiscation of Winnings:

My winnings were confiscated on the grounds of breaching the casino’s bonus terms. Specifically, the casino claims I placed bets exceeding the €5 limit while using bonus funds.

2. Lack of Transparency in Terms:

While the bonus terms state a maximum bet of €5, they do not explicitly mention the consequences of exceeding this limit (e.g., forfeiture of winnings).

The casino cited a general clause (Point 10 of the bonus terms), which allows them to void winnings for any breach. However, this clause is overly broad and does not directly tie to the €5 bet limit mentioned in Point 4.

3. Disproportionate Penalty:

I believe the penalty applied is excessive and unfair. A more appropriate action would have been to void only the winnings associated with bets exceeding the limit, rather than confiscating the entire balance.

4. Customer Support Interaction:

I raised this issue with the casino's live chat support on multiple occasions, requesting escalation to a manager or complaints team. However, my requests were denied, and the responses were dismissive, leaving me with no resolution.

Desired Resolution

I request the reinstatement of my winnings, as the penalty applied is not explicitly outlined in the casino’s terms and conditions, nor is it proportionate to the alleged breach.

Your assistance in mediating this issue would be greatly appreciated, as I hope to resolve this matter amicably without further escalation.

Thank you for your time and support. Please let me know if you need any additional information or documentation to proceed.

Best regards,

Catalin ****

Dear Fairplay.NoWorry,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position regarding the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

Please allow me to ask you further questions:

• Do I understand correctly the casino restored the bonus amount and allows you to wager it again after the progress reset?

Thank you in advance for your reply.

Best regards,

Tomas

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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for your email.

Based on the information in bonus terms the casino reserves the right to void your winnings as specified in the general bonus terms and is applicable for any bonus.

We consider the max bet rule and consequences for breaching it common knowledge and an 'industry standard'. Only if the max bet is not specified at all we would consider your line of argumentation valid. As it is presented in the terms and conditions, is satisfactory from our point of view.

We can only argue against the casino restoring your winnings if there is proof you breached the maximum rule without gaining an unfair advantage, which is why the gaming history is necessary for us to proceed.

Please let me know if you wish to pursue this complaint further and whether it's possible for you to obtain the necessary gaming history.

I'll wait for your reply.

Hi Thomas,

As i mentioned at Point 4, my requests was denied and my account was deleted.

I can't provide any history, casino also limited player access to full details of his game play.

I was looking at multiple on-line casinos, all off them have the 5 bet limit explicitly mentioned what happens if you do exceeding the rule and if its a maximum

Limit of 5 why they let us go betting more knowing tha will void all the winnings. Where is the fairplay? I have no faith that I will receive anything in the end.

I definitely want to go further.

Please let me know if they come with an answer. Much appreciated for your dedication to help.

Thanks for your reply.

Could you please share the conversation with the casino in which you are asking for your gaming history and your request is denied?

I apologize for the inconvenience.

Dear Fairplay.NoWorry,

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.

All that I have:

Conversation 1:

Deku: Hello! My name is Deku, please give me a moment to check that for you.

Deku: I can see that the funds were confiscated due to a breach in the bonus terms and conditions. The Team has checked and has detected bets over 5 EUR/USD using bonus funds. The manual withdrawal is how it shows up when funds are confiscated in this manner. Can I assist you with anything else at the moment?

User: Yes, please explain what breach, because I read the terms of bonus.

Deku: I have just mentioned what breach, that would be betting with bonus funds over 5 EUR.

User: There is nowhere stipulated that my winnings will be confiscated. The term mentions a 5 EUR limit, nothing else. If it is like this it's impossible for me to play more. There is no justification in terms that say my winnings will be voided.

Deku: You may check this in the general terms and conditions where it is mentioned that breaching any terms applicable to any of the bonuses will lead to them being non-withdrawable. That being point 9.1.

User: I understand perfectly the terms.

Deku: Okay lovely, in that case you know exactly what I mean. As such, is there anything else I can help you with?

User: Yes please transfer me to a manager.

Deku: Right, why would you like to speak with a manager?

User: Yes please transfer me to a manager.

Deku: Once again, why would you like to speak with a manager?

User: For the lack of information regarding betting. There is no clear statement indicating that exceeding this limit would lead to the cancellation of winnings or bonuses.

Deku: I have provided all of the needed information as to why it was breached and exactly where it is mentioned that you may not withdraw funds from a wagered bonus if the applicable terms are breached.

User: But I didn't breach anything.

Deku: Yes you have, that being betting over 5 EUR with bonus funds.

User: It is not mentioned anywhere in the terms and conditions or bonus terms.

Deku: I have already told you which point it is mentioned in the general terms and conditions.

User: The terms mention a maximum bet of €5 when using bonus funds. It is point 4.

Deku: Yes and in the general terms it is stated that breaching any of the bonus terms will lead to you being unable to withdraw the funds gained from the bonus. Now, seeing as that has been clarified, is there anything else I can do for you?

User: It is not clarified. What is mentioned in terms makes no sense.

Deku: The terms are very descriptive and to the point. It is explained word for word in the general terms.

User: The absence of a clear penalty clause for exceeding the maximum bet limit.

Deku: I am not sure what you are referring to as this is clearly outlined in the General Terms and conditions here: https://www.incognitocasino.io/en/terms

User: It is not fair to confiscate any winning.

Deku: To quote directly from the general terms: "You will not be entitled to withdraw any Bonus amounts and you may not withdraw any winnings obtained via a Bonus without first complying with any applicable terms including, without limitation, qualifying criteria and/or 'play-through' requirements and restrictions."

User: Transparency is a joke.

Deku: Sorry I couldn't quite catch that, can you clarify?

User: Incognitocasino.io says that they are fully transparent with the terms but not mentioning.

Deku: As I've already mentioned a few times this is in the terms.

User: Exactly my point, it is mentioned that bonus is restricted to 5 EUR.

Deku: Seeing as there is nothing else I can help you with, I will be ending this chat now. If you have any questions in the future, do not hesitate to contact us. Have a lovely day.

Chat ended.

Conversation 2:

Hello, I am following up regarding the confiscation of my winnings (Transaction ID: e56ad0ee-73d6-46ee-8e1e-5e8d6049e416). I believe the terms regarding the €5 bet limit lack clarity on penalties, and I would like to escalate this matter to a manager or complaints team for further review.

Jane: Hello and welcome to our Live Chat! My name is Jane, it’s a pleasure.

User: Hi Jane.

Jane: Hi hi, let me have a look into this for you.

...

Jane: Seeing as there is nothing else I can help you with, I will be closing the chat now. Have a nice day!

Chat ended.

They deleted my account right afterwards and it's impossible to get any history if i don't exist in their data base..

Thanks for your reply.

Unfortunately, we can't argue against the casino to return your winnings based on your line of argumentation alone.

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.