The player from Germany tried to withdraw his bonus winnings, but the casino accused him of breaching the Bonus T&Cs and confiscated all accumulated funds. We were forced to reject this complaint because the player focused only on sports betting.
Wallacebet Casino - Player's winnings have been confiscated.
Amount: €600
Wallacebet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi. I had received an email from this provider with a reload offer. I then deposited €150.00 and got a bonus of €150.00. After that, a total of €300.00 was in my betting account.
After fulfilling the bonus terms I had a balance of €577.84. I then wanted to withdraw €300.00 from this money. After the withdrawal request was made, I received an email that my winnings were canceled because I had violated the terms and conditions and I can only withdraw the amount of €150.00 that I had paid in.
In order to be able to have this €150.00 paid out, I should agree that I accept the terms and conditions and that I agree to the consequences of violating them (cancellation of the winnings made with the bonus).
I then read through the terms and conditions and found that I had not violated a single point.
I then wrote an email to Wallacebet. They write back to me that it stays that way. I can only withdraw the deposited amount of €150.00 and then only if I agree to the terms and conditions. What shoud that? So it seems that Wallacebet itself knows that they are not allowed to act like that, otherwise they wouldn't need my approval for the acceptance of the terms and conditions!? I have never experienced anything like this with any other provider!
I would like to withdraw my entire balance (deposit + bonus winnings) and ask CasinoGuru for help. Regards
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2 years ago
Dear DaRealBigOne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, or forward the offer to my email address (kristina.s@casino.guru), I would like to check the bonus T&Cs.
Has the casino specified which rule has been breached?
Thank you very much in advance.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina and thank you for accepting my case. I will email it to you. Regards
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2 years ago
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Hello Kristina. Did you get my email?
Kind regards
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2 years ago
Thank you very much for your reply, DaRealBigOne. Yes, I have received it. Do I understand correctly that you accumulated your winnings with sports betting bonus?
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2 years ago
Translation
Hello Kristina and thanks for the reply. Yes with sports betting. Regards
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2 years ago
DaRealBigOne, I would like to emphasize that our forum Casino.guru, deals with 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.
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2 years ago
Translation
OK, too bad. What other options do I have now? As far as I know, I can report the case to MADRE. However, I doubt that this point will decide in my favor because MADRE is operated by the betting providers themselves, including Wallacebet. A neutral judgment is very unlikely, isn't it? Regards
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2 years ago
I will get back to you via email with a suggestion of a few websites that may be able to help you with this kind of issue.
Unfortunately, after gathering all the necessary information we are forced to reject 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.
