The player from Germany had his winnings from bonus voided due to maximum cashout limit.
SapphireBet Casino - Player’s winnings from bonus have been cancelled.
Amount: €740
SapphireBet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
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Dear CasinoGuru team,
This complaint is directed against the casino "Sapphirebet" and unfortunately also to you or your report on the above casino.
I deposited 100 euros with a token because you gave this casino a good reputation. No particularly negative conditions or anything like that could be found in your review. I successfully managed to beat the wager worth 3500 euros. At the end of the wager there was 100 euros in my main account and around 640 euros in my bonus account. This results in a payout amount of 740 euros - normally.
However, the maximum (!) Profit from the bonus is the bonus amount received (!). In my case that means 100 euros.
I wonder why such important information does not appear in your review. Although you can press extra on "bonus conditions". Only this information appears there:
"1st deposit bonus
Minimum deposit: € 10
Sales criteria: 35x bonus
Deposit NOT BLOCKED
Maximum bet: € 5
For new players only
Full terms and conditions apply
Free spins will not be awarded to users with accounts in OMR, BHD, QTUM, KWD, MBT, ZEC, XMR, LTC, DASH, ETH, XAU. "
How a casino with such a bonus policy can get a good reputation is very, very questionable in my opinion. I am disappointed and, of course, have already finished with the missing 540 euros. Since I don't think there is any way to get it. I still think it's an absolute cheek from the above casino - maybe you can make a difference there.
Screenshots etc. take place in the next step.
Of course, I also used your bonus code (CASINOGURU). Because of this, by using your code, I assumed that there are NO such conditions that are absolutely unfair for the player. I feel fooled.
Warm greetings!
Investments:
On the screenshots you can see on the one hand the balance before the wager was made, then a picture which shows both accounts (after implementation of the bonus), a picture which shows the fulfilled wager, a picture which shows the main account after the bonus money transfer and the support Conversation.
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3 years ago
Dear qwuby,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please accept our apology, it was never our intention to provide incorrect or incomplete information. If we were aware of such a condition, it would be included in our review for sure. I have already asked our data team to review this bonus.
In the meantime, could you please clarify how much money is left in your account? Do I understand correctly that you have lost all of the winnings that were above this maximum cashout?
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
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3 years ago
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Hello Kristina,
I hope you are doing well. Your apology is nicely worded and meant, but unfortunately it is of no use to me. 🙁 The review would be good, it might at least protect other players from a big disappointment.
"In the meantime, could you please clarify how much money is left in your account? Do I understand correctly that you have lost all winnings that were above this maximum payout?" - Yes! You understand that completely correctly. I now have 200 euros in my account instead of 740 euros. 🙁
There was no other communication with the casino. Just the chat history and screenshots that I have already sent you.
Warm greetings
Pascal
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3 years ago
Good afternoon!
The bonus rules specify the maximum amounts that customers can receive. All the rules are on the website https://sapphirebet.com/en/bonus/rules/slot_first_deposit /
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3 years ago
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Hello SapphireBet Casino,
I don't think you understand the point of the complaint. The point is that your rules are EXTREMELY unusual in the industry and that important information was not mentioned by CasinoGuru (perhaps it was not available at the time of the review). The rules are not only unusual but also extremely unfair to the players and I hope that my complaint will warn potential new customers.
A max cashout on the welcome bonus is common yes, but never less than 3 x bonus amount.
For me the issue is settled because there is no way you can rethink your rules and I'll get my remaining money, so I'll just pay out the 200 euros now.
Nevertheless, I am deeply disappointed with you as a casino and I hope you will reconsider your bonus policy.
Kind regards
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3 years ago
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I am really falling away from the faith now. Now I want to withdraw the 200 euros and then the withdrawal is rejected because I did not play the deposit? I ventured 3500 euros. You are probably not serious about that. @SapphireBet Casino - now should I seriously convert the deposit? 😀 You are doing a really good job! 🙂
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3 years ago
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A scandal in my opinion. Well, I'll have to do it now to be able to withdraw. In any case, I hope that my 100 euros will arrive.
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3 years ago
Dear customer, you have not made a deposit, so the security service rejects the withdrawal. This item is in the rules https://sapphirebet.com/en/information/rules/
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3 years ago
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How did I not make a deposit? 😀 How else should I have played with you? The live chat has now told me, as above, that I have to play slots for 100 euros in order to withdraw. I should have done this right away, wait and see what happens next. 🙂
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3 years ago
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Update: I wagered the 100 euros (wagered my deposit) and apparently the casino gods were on my side. In addition to the 200 euros, I won 250 euros and was thus able to give 450 euros to the payout. It's not the 740 euros, but it's a consolation. The withdrawal has been approved and the money is already in the wallet. So the subject is now eaten for me.
However, I would still wish if you, dear CasinoGuru team, would adjust the review and include the bonus conditions (or the Max bonus winnings) in the review. In addition, it is also interesting to mention that, despite the wager, you also have to convert the deposit.
Warm greetings.
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3 years ago
I am glad you were able to withdraw your winnings, qwuby. Thank you for bringing this mistake to our attention, we've already updated the review. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
