SELECT.bet Casino - Player's balance has been voided.

Habe 100€ mit einem Bonus einbezahlt dieser wurde komplett verspielt und der Status stand auf beendet.

Ich habe nochmal 100€ einbezahlt und damit 10.000€ gewonnen dies wurde mir mit folgender Begründung storniert :

We are reaching you in regard to your recently claimed bonus and withdrawal request.

Our casino team detected that your betting activity, related to bonus WELCOME200 is in conflict with the site’s and bonus's general terms of use. Please see the reference in the rule below:

Section 9. Bonus Rules, point:

9.8.1. Casino bonus manipulation amongst others, may consist of:

Placing bets listed as Restricted Gameplay in the specific promotion’s rules

Increasing the balance then changing the gaming pattern significantly (bet, game, type, bet structure, etc) in order to complete the wagering requirements for the bonus

Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus

Restricted Gameplay:

Placing bets with minimal or no risk

Wagering made using the Gamble Feature on Slot games 

Placing bets of amounts higher than 12 € (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.

Also note that, since a bonus manipulation has been established, we were obligated to redeem your winnings and the amount of 200 € has been returned to your betting account. Please see the reference in the rule below:

Please see point: 9.8.3. In case of bonus manipulation 18bet reserves the right to deduct all winnings accumulated.

You may refer to our Terms of Use for more information:: https://18bet.com/pages/terms-and-conditions

Yours,

Arya M. | Customer Support

Bitte um Hilfe!

​ ​ 

Dear Tim,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question to specify your issue so we will be able to try to contact the casino. Just to specify, with which casino are you experiencing the issue as you have submitted this complaint on Selectbet but there is a transcript of e-mail from 18Bet casino? Did you receive your deposit back after the casino accussed you of breaching the casino terms? Also please, if you have any proof or conversation between you and the casino send it to nikolas.b@casino.guru. Looking forward to your answer.

Best regards,

Nick

Hallo Nick,

ich habe genau diesen Text inklusive des Abschnitts von 18Bet Casino von selectbet erhalten.

Meine 10.000€ wurden storniert, lediglich die einbezahlten 200€ sind als Guthaben auf dem Konto.

selbst wenn ich gegen die Bonusbedingungen verstoßen habe ist dieser Vorgang ungerechtfertigt, da dieser und die erst Einzahlung komplett verspielt waren. Erst nachdem der Bonus den Status "beendet" hatte habe ich erneut einbezahlt und mit diesem Geld entstand der Gewinn.

vielen Dank für die Unterstützung.

Thank you for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon

Hallo,

vielen Dank erstmal.

bitte um Beachtung das es sich um selectbet handelt und nicht um 18bet Casino. Warum mir der Support die bonusbedingungen eines andern Casinos schick weis ich leider nicht

Hi Tim,

I looked at your case and understand the problem. I will contact the casino and see if I can help.

Ok.

vielen Dank für die Unterstützung.

gruß Tim

Dear Tim and CasinoGuru representatives,

Thank you for inviting us.

As we already mentioned In our initial email to Mr. Tim Arndt, our Casino Team detected that his betting activity, related to bonus WELCOME200 is in conflict with the site’s and bonus's general terms of use.

Please, keep In mind that the restricted gameplay is at it follows:

• Placing bets with minimal or no risk
• Wagering made using the Gamble Feature on Slot games 
• Placing bets of amounts higher than 12 € (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.

In this case, player has casino bets with a total stake of 40 €, which is in violation of our Terms & Conditions - making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus.

Our T&C can be found here: https://select.bet/en/pages/terms-and-conditions

As per the above mentioned, since a bonus manipulation has been established, we were obligated to redeem player's winnings and the amount of 200 € (deposits) were returned to player's betting account.

Hope both sides will find this informative.

Kind Regards,

SELECT.Bet Casino Team

Hallo,

wie bereits oben geschrieben erfolgte der Gewinn nicht mit dem bonus dieser war beendet und mein Guthaben auf 0€.

Erst danach wurde erneut einbezahlt und mit diesem bonus freiem Geld wurde der Gewinn erreicht.

Ein Verstoß gegen die Bonusrichtlinen war hinfällig, da dieser bereits den Status beendet hatte!

dies würde ansonsten bedeuten, dass durch die Annahme des bonus und einem unbewussten Verstoß nie wieder gewonnen werden kann. Dies ist in den bonusrichtlinen aber nicht so beschrieben!

Einen Stonierung des Guthabens ist somit nicht gerechtfertigt.

bitte um erneute Prüfung!

Hello everyone, thank you for the replies.

Dear SELECT.Bet Casino Team, could you please send some evidence like game history to my email address (peter.m@casino.guru) and mark the bets over maximum bet limit? Thank you.

Dear Peter,

Additional information regarding the customer was send to your email.

Kind Regards,

SELECTBet Casino

Hi Tim,

I asked the casino for more details regarding your game play. It suggests your welcome bonus (WELCOME200) was activated on the 24.9. 2020 at 09:19:01 and shortly after that the maximum bet rule was breached. Do you know when and what time exactly you made your second deposit without taking a bonus? Could you please make a screenshot and make screenshots of your game history right after that deposit?

Lieber Peter,

anbei die Auflistung aller Transaktionen via exel. Die Bilder der einzelnen Transaktionen habe ich ja bereits gesendet. 

Ich habe einbezahlt und den Bonus erhalten, hierbei habe ich ohne es zu wissen gegen Bonus Richtlinien verstoßen.

Hat aber mit meinen Gewinn nichts zu tuen, da ich in den ersten 18 Einsätzen diesen komplett verspielt haben.

Erst nach meiner erneuten Einzahlung habe ich gewonnen.

Der Bonus hatte den Status BEENDET zum Zeitpunkt der zweiten Einzahlung.

Viele Grüße Tim

Hi Tim,

I'm discussing the issue with a casino rep by Skype. I will keep you updated.

Hello Tim,

Unfortunately, I have some bad news for you. I discussed the issue with the casino rep for a while. The management of the casino decided not to pay you. Their argument is that you made a withdrawal request right after the breach of the casino's Bonus T&Cs. The problem with this statement is that you were playing with your own money without a bonus, so the Bonus T&Cs didn't apply any more. It would be acceptable if they confiscated your winnings made from a bonus, but this is not the case. The fact that you broke the maximum bet rule while playing with a bonus shouldn't prevent you from winning when you play with your own funds. We at Casino Guru consider the casino's decision very unfair and predatory. The complaint will become unresolved and the casino will be penalized with maximum black points. I wish I could help you more. I can only recommend you to play somewhere else and take a moment to read the review of the chosen casino on our website before you register.

Best regards,

Peter