The player from Greece struggled with Sportingbet retaining a significant amount from her winnings. Despite having made deposits and withdrawals, her account showed a negative balance and her recent deposit of 50€ had also been withheld. The player asserted that the casino had wrongfully withheld €588 from her account, claiming it was for tax purposes, and an additional €50 deposit she had made was not credited to her account. She had provided evidence to support her claims. The Complaints Team had attempted to mediate the issue by inviting the casino representative to the case and extending the response time. However, the casino failed to respond. The team suggested the player contact the casino's regulator and closed the case as unresolved due to the lack of response from the casino.
Sportingbet Casino GR - Player faces issue with withheld deposits and winnings.
Black points: 184
Amount: €588
Sportingbet Casino GR
Safety Index:Very highUncertain case, good regulator
UNRESOLVED
Case summary
The Sportingbet has withheld an amount from my winnings totaling 588€. I would like to point out that I made deposits of 488€ and only withdrew 900€ from my winnings. Subsequently, my casino account had a negative balance, resulting in my next deposit of 50€ also being withheld. As we understand, the amount of money that has been withheld is not coherent with a 20% taxation.
Dear Fafou,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Was your account successfully verified already?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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.
The incident happened on 22/12/23, sportingbet only allowed me to withdraw tangible profits of €900, the remaining €588 was kept on the grounds of tax. However, it is not subject to the 20% as deposits I had 500 euros so the net profit was 400. The incident happened on 12/22/23 at noon. On the evening of 23.12 I made a deposit of €50 and they kept it as a negative balance as you can see in the photos. Today my account shows 0 balance as sportingbet says it has been liquidated. They didn't give me anything back. I have only received the withdrawals of €900.
My account is authenticated. I have only received €900 tangible withdrawals. My issue is that they withheld the €50 deposit I made and the remaining €588, which they did not let me withdraw as I had a negative balance. I want this money which belongs to me. the money 588€ plus 50€ deposit today has disappeared from my account with a balance of 0€
Hi Fafou,
Thank you very much for the clarification.
- Could you please advise if your winnings were accumulated with or without an active bonus?
I have found the following information online:
Winnings tax on Casino and Poker betting in Greece
0% tax for a winning session up to and including €100.
15% tax for a winning session between €100.01 and €500.
20% tax for a winning session over €500.01.
Is this tax typically deducted by casinos, or are players expected to settle it after receiving their winnings?
Looking forward to hearing from you.
Good evening. The money was acquired with my own real money. Specifically, as you will see in the photo I sent you, the proportion of taxation is in the category Tax of 15% for a winning session between €100.01 and €500, since the net profit was €462, so €462x15% = €69.3
My casino has withheld €588. That is, €588-69.30 = €518 more.
Thank you very much, Fafou, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you very much I look forward to it
Hello Fafou,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hi matej the casino is not going to answer I would like you to help me in all possible ways where else could I go please. Searching the internet I found other similar incidents with the same tactics at sportingbet and other casinos belonging to the same group
Hi matej the casino did not respond. I would like you to help me in all possible ways that I could go elsewhere please. Searching the internet I found other similar incidents with the same tactics at sportingbet and other casinos belonging to the same group
Is there a newer one please???? the time limit for the casino has expired
Hello Fafou,
In your case, we are unsure of what has happened and without the assistance of the casino, the only thing we can recommend is for you to contact the casino's regulator.
Therefore, I found an alternative contact in this casino and hope that we will be able to discover what happened.
I hope you wouldn't mind waiting another 7 days, and if this fails, I will help you submit your complaint to the regulator.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I would like you to send me the regulatory authority yes to proceed with it like this we have given three chances to the casino and it is not interested. probably this is their tactic to steal and then disappear
Hello. The deadline for the casino is over. For the third time in a row
Hello Fafou.
As I explained in the email, the casino is reaching out to us via email. According to their correspondence:
Your issue is related to INC1634759, and your balance went below 0 due to a delayed tax collection. The casino has already informed you about this; however, you have not shared this email with us.
Could you please send us this email?
Good evening, I will send you exactly the messages as I was told that there was a technical error. None of this was true as I have already sent you photos with the balance that was minus the deposited amounts but also with the transactions. As well as I have also sent you my last deposit which was never credited as real money instead it went to the negative amount I am sending you everything again to your email. The last message I have from the casino is according to the complaint I made to them that they want time to resolve it. the incident has already been 2 months and they still haven't contacted me to resolve it or refund my money. Also, in our conversation they said that there was a wrong withholding of tax, while as I mentioned with receipts, they have withheld much more amount according to their terms. I have pictures of how much they took. Let me tell you again that I had deposits of 438€ and a net profit of 462€.. I am sending you my deposit of 50€ and the transaction code was also withheld
And the amount that was available was withheld and it showed that I was also short
My claims exist, I have not made a mistake in anything that I have mentioned to you. And I have evidence for what we claim. The casino for what it claims to give the appropriate proof. The casino owes me €588 and that won't change with false claims.
Hello Fafou.
I apologize for the delay in my responses. The casino has been communicating with me via email, and your documents are in Greek, so it's taking me some time to fully understand the translations.
From what I gather from the casino and your images, when your account hit zero, you made another deposit of €50, which was deducted due to the casino not applying a tax beforehand because of a technical error.
The casino has also mentioned that you are dissatisfied with the entire taxation process and believe that they have made an error.
As far as I understand, the taxation should be as follows:
0% tax for a winning session up to and including €100.
15% tax for a winning session between €100.01 and €500.
20% tax for a winning session over €500.01.
Could you please explain why you believe that the casino has miscalculated the tax?
Good evening.. I understand, so I will try to explain the following photo, which is from the casino company on the day of the incident, 12/22/2023. the first amount we see €438 is the last day's deposits of my real money. That day I withdrew €900 (withdrawal) and that's where the problem started. You will see that the result is €900 (withdrawal) - €438 (deposits from my side) = €462 net profit. Based on this and the terms of the page, the tax ratio is as follows. €462 *15% tax = €69.03 <--- this should be the tax. I continued to play and brought in another profit somewhere around 600€ more. 1500€ in total and even more. At that time my withdrawal was not approved when I was winning but money started to be taken and frozen. Of the 600€ they kept me the 300€ and I stayed at 168€ available (I will provide you with photos) where I realized that something is not going well and that the casino is freezing money and that's when I took the first screenshot where I am sending it to you.
When I understood what was happening and why all my additional profits of €700 have been pledged, I contacted the live chat. As you will see in the photo here, there were 184.63 money left where their system did not let me withdraw or play them. (Some money had already been withdrawn earlier) then I made a deposit of €50 and it went and was added to the negative amount. Dld 83.56+€50 (new deposit of real money) = 136.56. In addition to all this money that they would have kept like this and otherwise, they also kept the €50 deposit. While I said the very simple thing that if I had not deposited they would not ask for the money back as they have already kept too much and their answer was that there was a technical error and a negative balance came out so it was properly kept too. You tell me what is right in the face of all this fraud and money stealing.
Good evening.. I understand, so I will try to explain the following photo, which is from the casino company on the day of the incident, 12/22/2023. the first amount we see €438 is the deposits of that day of my real money. That day I withdrew €900 (Withdrawal) where the problem started and you will see that €900 (Withdrawal) - €438 (deposits from my side) = €462 net profit. Based on this and the terms of the page, the tax ratio is as follows. €462 *15% tax = €69.03 <--- this should be the tax. I continue to play and I brought another profit somewhere close to €600 more. €1500 in total and even more. At that time my withdrawal was not approved when I was winning but money started to be taken and frozen. Of the €600 they kept the 300€ and I was left with 168€ available (I'll give you a photo) where I realized that something is not going well and that the casino is blocking money and that's when I took the first screenshot where I'm sending it to you.
I have already filed a complaint with the casino and according to the law they must respond within 10 days and despite this the email message I have from them is to wait. Since then, three months have already passed and they are not working
. I have already found other players who have had similar incidents and have posted similar incidents on the internet. I'm glad they are responding to you at least and if there is one hope it is you to get them to give me my money back.
Hello Fafou,
I discussed your situation with our Greek tester (thanks for the help) and now I believe I can clarify what occurred and why.
The casino is obligated to pay taxes within a 24-hour timeframe and a single gaming session. If you win during this period, the casino must pay the tax, regardless of whether you subsequently lose the money or withdraw it.
Upon your initial win, the casino retained funds in your account to cover the tax payment. Typically, this amount is deducted within 24-72 hours.
Subsequently, you chosed to continue playing with the remaining balance in your account (tax payment), and you managed to win again.
When the casino discovered this, they nullified these winnings because the funds were meant to cover the tax and thus had no actual value.
(most likely casino used the money to cover the tax)
Nevertheless, as it was a separate 24-hour segment and you won, you were once again liable to pay the tax.
Upon your decision to make another deposit, the casino utilized these funds to settle the tax on your second winnings.
Does this make sense to you?
This never happened as their tangible system was already tied up. When I had set my earnings as a withdrawal how much it already looked like a tax withheld. So I went and canceled withdrawals and put them back into the game. If I hadn't canceled them I would have received them. As it legally should. Also, if I hadn't made the mistake of making the €50 deposit, I would have had my money as well. It is impossible to believe that the casino came out damaged. It fools all intelligence. . Secondly. As you understand, if I accept this explanation as correct, the amounts, you also understand, do not come out as they have withheld money worth €588. It doesn't come out as a tax that much. When I have done the deed (and I wrote it above) at 15% (according to the terms of the page) the tax is calculated at €69.30, so it should be the amount corresponding to my gaming conference. How can I get such a response when I show you with evidence and screenshots the amounts withheld which are much more.
Postscript. With my initial win, the casino kept funds in my account on hold. You will see it yourself if you play. It is done automatically by their system and there is no way to play with this money. I was canceling my own withdrawals to continue playing. (My real earnings). I also have photos of the amounts of withdrawals that were canceled and put back into the casino. worth €500.
Second clarification
It was not a separate segment as they happened on the same afternoon of the same day.
12/22/23
The casino cannot give away taxes to any player who continues to play. Next time Let the casino rep tell us something more serious to cover up their scam.
Hello Fafou,
Would you mind if I create an email group with me, the casino representative, and our tester?
I believe this could expedite matters as the casino only responds to emails and it takes a while.
Of course you can create. I'd love. Thank you
Hello Fafou,
I apologize for the inconvenience. I had hoped that we could resolve the issue quickly via email, but unfortunately, the casino has also stopped responding to emails. Given these circumstances, I have no choice but to close this case as unresolved. I can only hope that the casino will reopen the case later and provide an explanation.
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