Wager Beat Casino - Player’s winnings were confiscated.

I deposit $20 played a bonus & id met the required wagering requirements so upon reaching 3 thousand dollars i requested a withdrawal so I had all my identification approved but a few days later was told I had placed two high bets that were over the limit I argued that I'd never as my highest bets ever are $5 and that's it these bets were $24 & $10 so I looked at gaming history and seen the 2 bets i seen id actually won $24 but I must have gambled it bcoz that,s the $24 bet & straight after I bet $10 but I'd never ever do that and I recall the game being a new game were u can doublee up and I was doing that with winnings of around 2/3 dollars I kind of recall gambling with a higher amount I didn't want to but I was sure it was around $7 but the history shows them id never ever gambled higher than $5 and im not 100% sure that's what id done it wouldn't surprise me if they did as upon disputing this with them they were pretty sarcastic as were 2 of the live chat members that day id won the money just really sarcastic behaviour a few of them were to me very unhelpful

Dear Michelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casino's Bonus T&Cs (https://www.wagerbeat342.com/en/terms-and-conditions) and this is what I found:

„13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion. "

Our position closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if software enforcement of maximum allowed bet is not possible, each case is judged individually, so that only players who have broken the rule knowingly and systematically to gain an advantage aren’t paid out.

Michelle, please could you forward your game history from the bonus play together with a link to the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru.

Best regards,

Kristina

Dear Michelle,

Thank you for your email. Have you tried asking the casino to provide you the game history? If you request it the casino should send it to you. Unfortunately, without the game history, we cannot proceed with this complaint.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication or evidence. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Dear Michelle,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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

The player can reopen this complaint anytime.