The player from Bulgaria had experienced a bonus retraction from Winbet. He had activated a 5,000 lv bonus and used it to place bets, some of which were winning. However, the casino had retracted the bonus and canceled the unsettled bets without any explanation. Upon reviewing the case, we had concluded that the issue pertained to sports betting, an area outside our purview. As a result, we had contacted the casino for more information but had to reject the player's complaint due to our limited insight into sports betting issues.
WinBet Casino BG - Player’s bonus and bets were cancelled.
Amount: 5,000 лв
WinBet Casino BG
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
Hello... Last night I received a bonus of 5,000 lv without a deposit from Winbet... Then, inexplicably this morning, they decided to take it back. The support team's only explanation was that there may have been an error in displaying the bonus... The money had been transferred to my account and I had even made a few bets, some winning, some losing, and some unsettled... Without any explanation, they took back the money and cancelled the unsettled bets... Please advise me on who I should turn to, as this also constitutes moral damage...
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Public
Public
7 months ago
Dear ivayloivanov1990,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with WinBet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Did you activate the free bonus, or did it appear in your casino account without any notification or other information?
Could you please forward me the communication with customer support regarding the issue with the bonus? Has it been credited to you as a result of a technical error? My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Translation
I activated it, I had an option to choose from 3 bonuses and I chose this one... Then I even had bets made that this morning were canceled
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Public
Public
7 months ago
Thank you for the update.
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, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards,
Veronika
