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TITLE: Unlawful confiscation of real money deposit after bonus cancellation – Casperbet

Complaint Summary:

I am filing this formal complaint against Casperbet due to an unjustified and unlawful confiscation of my real-money deposit totaling €45, along with the sports betting profits generated from my cash funds.

Detailed Sequence of Events:

Duplicate Deposit due to Gateway Failure:

Attempting to deposit via credit card resulted in repeated technical errors. I then initiated a bank transfer, which experienced significant delays. Believing the payment had failed, I made a second attempt. As a result, I completed two separate deposits of €50 on the same day (€100 total real money deposited).

Misleading Support & Mandatory Bonus Cancellation:

The platform arbitrarily applied, removed, and adjusted bonus funds (shifting from a claimed €100 bonus to a €200 bonus). After completing 75 free spins (25 on day one, 50 on day two) without risking a single cent of real money, I contacted customer support.

The support agent, Francesca, treated me with utmost unprofessionalism, creating utter confusion and attempting to force absurd wagering requirements (demanding €3,500 in casino wagering and €500 in sports bets). When I explicitly asked how to withdraw my own real deposited money, she instructed me to cancel the bonuses.

Unlawful Confiscation of Funds:

Following her instructions to cancel the bonus, Casperbet wiped out my real-money balance, leaving only €55.

Mathematical Breakdown of Cash Balance:

Total Cash Deposited: €100

Real Money Wagered: €45 placed across 9 sports bets.

Returns from Sports Bets: €61.69 won legitimately using cash funds.

Unwagered Cash Balance: €55 (€100 - €45).

Total Legitimate Balance: €116.69 (€55 unwagered cash + €61.69 sports winnings).

Casino support keeps replying with generic copy-paste templates explaining that this was a "Sticky Bonus" and that the balance was adjusted automatically. However, a sticky bonus cancellation only removes promotional funds and casino winnings generated from the bonus—it can NEVER confiscate a player's real-money deposit that was never lost in play.

Even under the worst-case interpretation, my original €100 cash deposit was never lost. By leaving my account at €55, Casperbet has wrongfully seized €45 of my deposited capital and wiped out my legitimate sports betting returns.

Requested Solution:

I am not claiming promotional casino bonus winnings. I demand the immediate restoration of my legitimate balance to €116.69 (or, at a bare minimum, the full refund of my €100 cash deposit).

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify the situation.

• Could you please send me a screenshot of your bonus history? Did you activate a bonus with each of your two deposits?
• Could you also clarify which game you received the 75 free spins for and how much you won from wagering them?
• Did you receive any pop-up notifications or warnings informing you that your funds would be confiscated if you cancelled the bonus?
• How many bonuses did you cancel in total?

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

Best regards,

Veronika

Dear charlerie,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru