FEZbet Casino - Spillerens 400 € er trukket fra udbetalingsbeløbet.

Hello everyone,

I would like to cash out my balance (500 €), which I won through a bonus that must be rolled over 50 times (20 €/50 times roll over). This bonus can be obtained by winning a stuffed animal in a claw machine game. The ticket for the claw machine game is automatically received after making a deposit. No further acceptance of bonus conditions is required.

The site cancelled my withdrawal request and 400 € is recorded as a new withdrawal. However, the support states that the 400 € will be deducted because one can only cash out 5 times the initial bonus amount.

This is not explained anywhere, and it was also assured that, after rolling over (i.e., 20 €/50 times - 1000 €), the bonus balance would be converted into real cash. The money has been converted, but 400 € were deducted without any further explanation.

I sent an email to the support team on 23.12, asking for clarification as soon as possible.

I would be glad to keep you posted by including you in the email CC for future correspondence.

I hope you can provide some assistance.

Best regards

Chriisii

Hallo zusammen,

ich möchte gerne mein Guthaben Auszahlen (500€), dieses habe ich über einen Bonus gewonnen, welchen man 50x umsetzten muss (20€/50x umsetzen). Diesen Bonus kann man ziehen, wenn man in einem Greifhakenspiel ein Plüschtier zieht. Das Ticket für das Greifhakenspiel bekommt man automatisch nach Einzahlung. Ohne weiteres Akzeptieren von Bonusbedingungen.

Von der Seite wurde meine Auszahlung storniert und 400€ sind als neue Auszahlung hinterlegt. Der Support sagt jedoch, das die 400€ abgezogen werden - da man lediglich 5x den initialen Bonuswert auszahlen kann.

Das wird aber nirgendswo erklärt, zudem wurde zugesichert das nach dem umsetzen (also 20€/50x - 1000€), das Bonusguthaben in Echtgeld umgewandelt wird. Das Geld wurde umgewandelt aber, einfach 400€ abgezogen ohne weitere Erklärung.

Ich habe jetzt per 23.12 eine E-Mail an den Support gesendet mit der Bitte um schnellstmögliche Klärung.

Gerne kann ich euch für den weiteren Verlauf in E-Mail CC nehmen.

Ich hoffe ihr könnt unterstützen.

Viele Grüße

Chriisii

Dear chriisii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which exact bonus offer you have redeemed and accumulated your winnings with?
• Was it a free bonus?
• Could you please forward the bonus link and any relevant communication? My email address is petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with the case.

Thank you very much in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear chriisii,

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.

Hello Petronela,

Thank you very much for the deadline extension.

I forwarded the email including the email history and my replies!

I hope this helps.

Thanks for the support.

Best regards

Chriisii

Hallo Petronela,

vielen Dank für die Frist-Verlängerung.

Ich habe die die E-Mail mitsamt des Mailverlaufs und meinen Antworten weitergeleitet!

Ich hoffe das hilft weiter.

Herzlichen Dank für die Unterstützung.

Viele Grüße

Chriisii

Hi chriisii,

Thank you for your emails. I can see that the casino explained why the winnings were capped. I have checked the Bonus CRAB rules and this is what I found (here):

The same explanation you received from the casino. I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise if your withdrawal of €100 has been received already?

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello Petronela,

Thank you for checking, but these bonus conditions are incorrect. I had to wager the original bonus amount 50x before it was transferred into real money. In addition, all of the bonus winnings were transferred to me in real money. After the withdrawal, I of course continued to deposit. This means I could have continued playing with the 400 up to €100 before making further deposits.

I received the 100€.

Many thanks for the help!

VG

Christopher

Hallo Petronela,

vielen Dank für das prüfen, jedoch sind diese Bonus Bedingungen falsch. Ich musste den ursprünglichen Bonus-Betrag 50x umsetzen bevor er in Echtgeld transferiert wurde. Zudem wurde mir der ganze Bonus-Gewinn in Echtgeld transferiert. Nach der Auszahlung habe ich dann natürlich weiterhin eingezahlt. Das bedeutet ich hätte weiter mit den 400 spielen können bis 100€ bevor ich die weiteren Einzahlungen getätigt hätte.

Die 100€ habe ich erhalten.

Vielen Dank für die Hilfe!

VG

Christoph

Hi chriisii,

• Could you please advise how much was your active balance after you completed the bonus wagering?
• Were your winnings capped right after the completion of bonus wagering?
• Would you be able to forward your game history?

Thank you.

Dear chriisii,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

PS: I adjusted the disputed amount from €500 to €400.