iNetBet Casino - Player's winnings were confiscated.

Hello I originally deposited $26 to play, I lost it then used the $25 free chip. I played the slot machines .The progressive slots or slots i cannot play had a lock on them therefore I did not play them. Throughout the game it listed my playthrough amount and bonus amount left to satisfy. It even showed me amount I was able to withdrawal which at the time my bonus was active it wasn't much at all. I ended up satisfying the system playthrough requirements and under bonus is showed $0 now, also the slots that had the lock on them were now unlocked. I played and the amounts I was winning were now showing up as withdrawable amounts. I submitted a request to withdraw and I received an email saying withdraw request was denied. They state I played progressive games which were not allowed under the coupon claimed. I disagree since the bonus amount listed was showing $0 and the progressive slots were then unlocked for me to play. The coupon was no longer active based on what the system was showing me.They state that bonus play is active as long as the bonus funds remain in the account balance. I checked and that amount while originally had an amount listed but at the end the bonus amount listed was $0. Which again unlocked the locked slots and my winnings started showing up at withdrawable amount. They have removed all funds from my account my balance is now $0. I tried to cash out $235 and was denied for reasons mentioned. They keep telling me the bonus was still active. I keep telling them that under bonus amount it said $0 which thats why it unlocked the progressive games and started to show my winnings as withdrawable.

Dear fabiolagamez210,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Would you be able to provide the screenshot evidence of the withdrawable amount?
• Were you informed by a popup or other means that your ability to withdraw winnings was limited?
• Could you please explain what was your balance immediately after the wagering requirements of the bonus were complete?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi I don’t have a picture of when the system indicated bonus amount was $0. I submitted images of what i did have .

I was not informed of a limited cash out amount by pop up or any other means . When the coupon was active it would show withdrawal amount $0 but when playthrough and bonus amount requirements were satisfied my winnings started showing up as withdraw-able and progressive games were unlocked .

I don’t have an exact amount of how much I had won when wagering requirements were met . I didn’t think to take screenshots becUss I didn’t think I would have a problem .

Thank you very much, fabiolagamez210, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi fabiolagamez210,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite iNetBet Casino to the conversation to participate in the resolution of this complaint.

Hi Peter and fabiolagamez210,

I hope you are well.

I have looked into your case, and I can see that after you made a deposit you played it down to $0.03. After that you claimed $25 free chip, which as terms of the bonus states max cashout is $100, but also had excluded games including Progressive games. From the moment you claimed the code you played 403 games on progressive slots (Megasaur).

As per our rules "Any promotional rules, including betting, wagering or game restrictions remain active as long as the bonus funds remain in your account regardless of the wagering requirement."

Peter, I have a data report from the player's ledger from the last deposit up until withdrawal request, which I can send you on email. I can also provide screenshots from players' account to show the balance etc.

Unfortunately, due to playing restricted games on a coupon we are holding our decision of denying the withdrawal.

Please let me know if you have any other questions.

Thank you

Dear iNetBet Casino team,

You can send all available evidence to my email address (peter.m@casino.guru). How are the players informed that the bonus rules are in place even after the wagering is finished? Is there any sort of pop-up window to warn the players?

Hi Peter,

I have sent you an email.

No, our system is not configurated to have a pop up for a finish wagering.

Thank you

Dear iNetBet Casino team,

Thank you for your email and evidence. If I understand correctly, the progressive slot game was played after the bonus was wagered and the funds were available for a withdrawal. Once the wagering is finished, the restricted games are unlocked and the players are allowed to play them. There is no warning or a popup window that would warn the players that they must make a withdrawal in order to cancel the bonus rules. I'm afraid we can't accept confiscating the funds. No casual player would expect the bonus rules to apply to their winnings once the wagering is finished, the funds are transferred to a withdrawable balance and all games are unlocked. This is a very bad user experience and mostly serves as a trap for casual players. The player will have to get paid, otherwise the complaint will become unresolved.

Hi Peter,

Thank you for your reply.

We strive to make our terms and conditions as clear and accessible as possible, and our 24/7 customer service team is always available to assist with any questions. If players have any doubts or need clarification, they are encouraged to reach out to our support team via email or chat. Each promotion comes with its own specific terms and conditions, alongside a note stating, "Standard casino terms and conditions apply."

We emphasize that it is the player's responsibility to read and understand these rules. We have taken extensive measures to ensure players have access to support and the necessary information.

We stand by our decision. According to our terms and conditions, "Any promotional rules, including betting, wagering, or game restrictions remain active as long as the bonus funds remain in your account regardless of the wagering requirement." Additionally, "Failure to comply with the rules for any part of a promotion will result in all winnings from the promotion being void."

Thank you for understanding.

iNetBet Casino team

Dear iNetBet Casino team,

I'm afraid we can't accept your decision for the reasons stated above.

Dear fabiolagamez210,

Based on the casino's decision I’m afraid there is not much that can be done. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter