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I deposited 150 BRL with a 150 BRL bonus. I made winnings of 4,182 BRL and met the wagering requirements. However, my balance dropped to 750 BRL as part of my winnings were confiscated. I've checked and the winnings should be unlimited.Could you please help me with this issue?

Depositei 150 BRL com bônus de 150 BRL, obtive ganhos de 4.182 BRL, consegui os requisitos de apostas, depois meu saldo baixou para 750 BRL, confiscaram parte dos meus ganhos, e verifiquei que os ganhos são ilimitados.Poderiam me ajudar nesse caso por favor.

Hello ericleo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Favbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward the bonus terms of the welcome package you claimed from the casino website? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick, I sent the documents and my account has not yet been verified, the site is also having a problem verifying the email, I was unable to verify the email through their system, in the promotion that is active on the casiinoguru site it says unlimited withdrawal. I spoke at the exact moment when they withdraw part of my winnings, they told me that I could only withdraw 5 x the amount of the deposit, follow the term of the bonuses in link because here it only accepts 5,000 words.

I didn't find this term of 5 times the deposit amount in the terms, but you are more experienced in this part, thank you!

https://www.favbet.com/pt/promos/promo/new_welcome/

Here's a screenshot of the advertisement saying that the withdrawal is unlimited.

Olá Nick enviei os documentos e minha conta ainda não foi verificada, o site está com problema de verificação de e mail também, não consegui verificar o e mail pelo sistema deles, na promoção que está ativa no site do casiinoguru está escrito saque ilimitado. Falei no momento exato quando retiram parte dos meus ganhos, me falaram que eu poderia retirar somente 5 x o valor do depósito, segue o termo dos bônus em link pois aqui aceita somente 5.000 palavras.

Não localizei esse termo de 5 vezes o valor do depósito nos termos, mas vocês são mais experiente nesse parte, obrigado!

https://www.favbet.com/pt/promos/promo/new_welcome/

Segue o print da propaganda dizendo que o saque é ilimitado.

Thank you ericleo for all the information provided. I've also checked the casino terms and could not find anything regarding the maximum allowed win from the bonus.

I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick!

Obrigado Nick!

Hello there,

Thank you ericleo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Favbet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter