HomeComplaintsWeltbet Casino - Player's winnings confiscated due to alleged violation of bonus terms.

Weltbet Casino - Player's winnings confiscated due to alleged violation of bonus terms.

Amount: €410

Weltbet Casino
Safety Index:Very low
Submitted: 21 Mar 2024 | Case closed : 09 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Germany had reported that the casino accused him of bonus manipulation and withheld his winnings. He had argued that the winnings were from a deposit made without a bonus, so there should have been no restrictions on the bet limit or winnings. We had requested additional information, including the full game history, to investigate further. However, the player was unable to provide this information because he was on vacation. Despite extending the complaint timeline, the player did not respond, which forced us to reject the complaint due to lack of evidence.

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7 months ago
Translation

Dear Mr J***,


We are contacting you regarding your recently applied bonus and withdrawal request.


Our trading team has determined that your betting activities related to the GOLDEN200P bonus are in conflict with the general terms and conditions of use of the website. Please note the note in the rule below:


Section 8. Bonus Rules, point:


8.8.1. Casino bonus manipulations can consist of, among other things:

Placing bets that are listed as restricted play in the rules of the relevant promotion

Increasing the balance and then changing the gaming behavior (stake, game type, betting structure, etc.) in order to meet the wagering requirements for the bonus

Large bets resulting in a significant win, followed by a decrease in bet of at least 75% of the previous average bet to meet the bonus wagering requirements.

Placing bets with an amount greater than €12 (or the equivalent of € in another currency) or 5% of the bonus given, whichever is lower.


Please also note that since bonus manipulation was detected, we were obliged to redeem your winnings and the amount of 20 EURO was transferred back to your betting account.

For your information, see point: 8.8.3. In the event of bonus manipulation, Weltbet reserves the right to withdraw all accumulated winnings.

For more information, you can view our General Promotional Terms and Conditions sections.

Best regards

…. | Customer service




Dear Weltbet Casino,


Based on your email, I noticed that I was playing with too high a stake while the bonus was active. But my winnings come from the subsequent deposit of 20 euros where I didn't use a bonus. And there shouldn’t be a Maxbet without a bonus. So why did they cancel my winnings? If I deposit without a bonus, I should be allowed to keep my winnings.


Best regards

Sebastian J***

Edited by a Casino Guru admin
Automatic translation:
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7 months ago

Dear Sebastian98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I need more information in order to proceed with this case. Could you please provide:

  • bonus history
  • deposit history
  • full game history

You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Additionally, if there is any other relevant communication between you and the casino, please forward it to me as well.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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7 months ago

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7 months ago
Translation

I used the standard welcome bonus for the 100 euro deposit and the 75 percent plus 20 free spins bonus for the 25.40 euro deposit. I then made a 20 euro deposit without a bonus, which resulted in winnings that led to a withdrawal of 410.60 euros.

Automatic translation:
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7 months ago

Thank you for your reply, Sebastian98. Unfortunately, I have not received the most important piece of evidence - the full game history. Could you please forward it to me in PDF or Excel sheet?

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7 months ago

I am currently on vacation in Asia, so I don’t have access to the casino. But I can send it to you in the end of April, if that’s ok.

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7 months ago

Alright. I will set the timer for an additional 30 days, but please keep in mind that if you fail to provide the required information, we will be forced to reject this complaint. Thank you for your understanding.

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6 months ago

Dear Sebastian98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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5 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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