KinBet Casino - Player’s winnings have been confiscated.

Hello, at Kinbet casino, I had a bonus called "Santa Slow 1" with an amount of €17.50, which I had to wager 35 times. I played the game and completed the 35x requirement, and my account balance was €226. Suddenly, it was reduced to €170. I exited the game and asked in the live chat if this bonus had a max win limit, and they told me it didn't, and once you complete the 35x, you can play as much as you want. For 4 days now, I've been trying to explain what's happening. I have photos, videos, and all the evidence to show that I'm right. Now, they're telling me that the max win from this bonus is €175, even though when I was playing and I asked, they said there was no max win. They're deceiving me and not giving my money back. I will upload all the photos to show everyone how they're deceiving me.

Dear TatiaChkhaidze,

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. 

• Do I understand correctly that you played with this bonus? https://kinbet6.com/en/promotions/special/santa_slope
• Could you please clarify if you deposited any money to activate this offer?
• Was €17,50 the value of the bonus you received?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

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.

In fact, I played this bonus, I had made a deposit of 25 euros and they gave me 70% of my deposit, which corresponds to 17.50 euros. I continued to send them emails, talked to them and in the live chat I also sent them a video from the game history so that they could see that I had not played anything else in the meantime so that they would not have any doubts. When the money disappeared, I immediately entered the live chat and asked them if this particular bonus has a max ween and as I showed you and the photo, they replied that there is no max ween, after 3 days I get an answer that the max ween is 175 euros.