Thebes Casino - Player’s bonus winnings have been voided.

Do not use this online casino ever! Will suck you in with small cash deposits for big bonus rewards.

Started with $100 deposit with 250% bonus. Started with $5 bets, winning a fair bit of money. Before you know it I’m doing $10-15 bets. Didn’t take long to get up to 5k. I decided to withdraw. Sure enough after waiting a week and multiple questions from online chat after my withdrawal they decided to cancel my withdrawal. On the basis I bet over $5. Now they won’t credit my account 5k Do not use this online Casino!

Dear Damien,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.thebescasino.com/en-FI/bonus-rules:

„ Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is $5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. I understand that it would be easier for the players if the maximum bets were controlled and enforced by the casino during the bonus play, but, unfortunately, that is not a common practice yet. It is not unusual for casinos, to put restrictions on the bonus play (restricted games, game providers, maximum bet etc.)

Please, understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I just don’t understand one. Why the bets aren’t limited to $5 bets and two if I can’t withdraw the money why do they get the right to take my winnings? Surly I should be able to continue playing with my winnings.

Dear Damien,

Thank you for your reply. Firstly, as I mentioned earlier, it would be easier for the players if the maximum bets were controlled and enforced by the casino during the bonus play, but, unfortunately, that is not a common practice yet. I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Secondly, in these cases when bonus rules were breached, winnings are confiscated, not put back.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Damien,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.