The player from Germany finds that €791 was deducted from her account without notification after completing bonus wagering requirements. She faces issues withdrawing her remaining winnings due to the Jetonbank withdrawal limit and believes the casino's reasoning for the deduction is unfair, describing the situation as fraud.
MaxiBet Casino - Player's winnings have been confiscated.
Amount: €791
MaxiBet Casino
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8.6
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Case opened
Current status
Waiting for player to reply
6d 14h 14m 20s
Case summary
9 hours ago
Public
Public
5 days ago
Translation
Hello,
I was shocked to see that €791 was just removed from my account without receiving any notification or message.
I chose a bonus and completed its wagering requirements. I initially deposited €250. Once the bonus requirements were fully met, I requested a withdrawal, which is still active.
Unfortunately, now the entire remaining amount of €791 has been deducted from my account. According to support, it's because after a bonus, all money must be withdrawn at once, and no further bets can be placed. What kind of absurd reasoning is that?
And now the kicker:
My deposit method was Jetonbank
However, there is a withdrawal limit with Jetonbank, which is set at €250!
So, I can't withdraw all my winnings at once.
To me, this is fraud.
The casino is now withholding my money, and it seems I will only receive my initially requested withdrawal of €249 back...
As a result, I am missing €791 that I rightfully won and will probably not receive it...
Automatic translation:
Public
Public
5 days ago
Hello Bastosh98,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MaxiBet Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Is it possible to use a different withdrawal method which has a higher limit?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
5 days ago
Translation
Hello,
my account has already been verified since November 5, 2024.
Bank transfer and crypto are also available as withdrawal methods with higher limits. However, I only know that you have to make a withdrawal using the selected deposit method, which is why I wanted to make the withdrawal via Jeton.
I have never experienced anything like this before, where you can simply take the money away from the player if you don't pay out everything at once.
This morning I contacted the casino with a statement on this case. Of course, they just referred me to the terms and conditions without giving any more details. I was also told that you are not allowed to continue playing with the bonus after you have wagered it. I didn't understand any of this because the fact that you are not allowed to continue playing with the money you have won and that you have to pay it all out at once makes little sense to me and is misleading.
Thank you for your help!
Automatic translation:
Public
Public
9 hours ago
Hello Bastosh98,
Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino regarding this matter to nikolas.b@casino.guru?
Looking forward to your response.
Regards,
Nick
Bastosh98 has 6d 14h 14m 20s to reply
