The player from Germany had deposited 50 Euros with a 75% bonus and their winnings were reduced due to the maximum win rule. After wagering the bonus and eventually winning 3500 Euros, the casino had accused them of bonus manipulation and denied the withdrawal. The casino had stopped responding to their emails. We had asked the player for additional information to better understand the situation, but they failed to respond. As a result, we could not investigate further and had to reject the complaint.
Pribet Casino - Player's winnings confiscated due to alleged bonus manipulation.
Amount: €3,500
Pribet Casino
Safety Index:Very lowSafety Index
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0.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Hello,
I deposited 50 Euros with a 75% bonus and wagered it. When the wagering was done, my money was reduced from 800 Euros to 375 Euros because you are only allowed to win 10 times the bonus amount. The Live Support informed me about this and also confirmed that I had successfully wagered the bonus.
Subsequently, I submitted my documents to make a withdrawal. The verification process took 5 days and during this time I continued to play and won a total of 3500 Euros. Naturally, I wanted to withdraw this money.
However, after I was verified, the withdrawal was denied on the grounds that I had apparently committed bonus manipulation with the 75% bonus. I played in the bonus with a stake of 2.40 Euros, even though I was only allowed to bet 5% of the bonus amount. Because of this, the casino took away my total winnings of 3500 Euros, despite the fact that the total winnings occurred only after the bonus was wagered.
I told the casino that the winnings occurred only after the bonus and they should have informed me 5 days in advance, as I would have deposited and played again. However, they are not being accommodating and they do not even respond to my emails.
The casino not only has unfair rules. They are also scam artists. They are to blame for giving me the bonus money, even though I broke the rules. And I won only afterwards, independently of the bonus.
Automatic translation:
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8 months ago
Dear cihanyilmazcy,
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.
- Did you breach the maximum allowed bet only after you completed the wagering requirements?
- Could you please forward me the game history starting from the moment you activated the bonus? My email is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please forward it as well.
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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8 months ago
Thank you for your reply, cihanyilmazcy. Please understand that if you breached the maximum allowed bet, your winnings weren't legitimate, meaning that the rest of your winnings were accumulated by playing with funds you weren't entitled to.
I am afraid that under these circumstances there is nothing we can do for you and your winnings were confiscated in compliance with the bonus T&Cs. Please let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
