The player from Germany accumulated their winnings with a bonus, however, the casino accused them of breaching the bonus T&Cs. We were forced to reject this complaint because the player only focused on sports betting.
Hello,
I played a reload bonus at Wallacebet. The maximum would have been €200 (deposit €200, get €200), but I only played €100, i.e. deposit €100, get €100.
I played the bonus and ended up with €1105.15 in my account:
(Screenshot taken at the time)I was then verified after multiple communication and was able to request the payout:
After that came the following shock message that everything but my deposit was confiscated:
I turn to you for the clarification of this problem. I haven't done anything wrong and I want my money paid out.
Thanks very much!
Dear RonDavBet,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have accumulated your winnings with sports betting bonus?
Looking forward to hearing from you.
Best regards,
Kristina
Thank you for your reply, RonDavBet. As you might know, our forum Casino.guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. Please, do not hesitate to let me know if there is anything else I could help you with.
Thank you very much for your understanding.
Dear RonDavBet,
We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.
Hello,
is there another place i can contact. On the MGA side, the form used to submit a complaint doesn't seem to work.. (at least I didn't get a copy of my request by email even though I checked the box, and no response from MGA either)
As I mentioned earlier, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, we do know some websites that might be helpful. I will get back to you via email but at the same time, I am forced to close this complaint.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.