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Hello,

I deposited BTC at the casino with a bonus. After I made a total of 1900 winnings and fulfilled the bonus conditions, I made a withdrawal.

Then after about 1 week I had contact with the casino customer service and according to this employee everything is okay and can count on my 1900 euros in my bank account in a few days.

Now after another week I get the information that 1650 euros will be deducted and I only have a payout of 250 euros.

REASON:

My life payment would be too low, so I am deducted 1650 euros.

Haven't heard anything like this in a casino where I play and nothing was seen when making the deposit, otherwise I would have invested in another casino

Please help

regards

Tim S ******

Hallo,

Hatte im Casino BTC eingezahlt mit einem Bonus.Nachdem ich insgesamt 1900 an Gewinn erspielt hatte und die Bonusbedingungen erfüllt hatte habe ich eine Auszahlung getätigt.

Habe dann nach ca. 1 Woche Kontakt mit dem Casino Kundemservice gehabt und laut diesem Mitarbeiter ist alles okay kann in ein paar Tagen mit meinen 1900 Euro auf meinem Bankkonto rechnen.

Nun nach nochmals einer Woche bekomme ich die Info das mir 1650 Euro abgezogen werden und ich nur noch über eine Auszahlumg von 250 Euro verfüge.

GRUND:

Mein Wert der Lebenseinzahlung wäre zu niedrig deshalb werden mir 1650 Euro abgezogen.

Habe so etwas in noch keinem Casino gehört wo ich spiele und davon war bei der Einzahlung nichts zu sehen sonst hätte ich in ein anderes Casino investiert

Bitte um Hilfe

Freundliche Grüße

Tim S******

Dear Tim,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings https://www.casinobtc.bet/en/termsandcondition.html:

"8.3.1 If a player's accumulated life time deposit is not greater than 200 €/£/$ or 25 mBTC, then the player will be allowed to withdraw only up to x10 his last deposit. (Any excess amount will be forfeit)"

Could you please confirm that you have activated a bonus when depositing funds into your account? Please advise how much were your cumulative deposits in this casino?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, 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.

If this were your first deposit and you’ve accumulated your winnings with an active bonus, I’m afraid there’s not much we can do for you. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

That was my third deposit at this casino.

I read the bonus terms and conditions in advance and there was nothing there with a lifelong deposit amount and payout amount. Was not advised to increase these or simply deposit more money.

Then I had fulfilled the bonus conditions and then continued to play until I was at 1900 euros profit.

I am sending you mine in the attachment

Hallo,

Das war meine dritte Einzanhlung bei diesem Casino.

Habe mir vorab die Bonusbedingungen durchgelesen und dort stand nichts mit lebenslanger Einzahlungshöhe und Auszahlungshöhe.wurde darauf nicht hingewiesen diese zu erhöhen oder einfach mehr Geld einzuzahlen.

Hatte dann die Bonusbedingungen erfüllt und danach weiter gespielt bis ich irgendwann bei 1900 Euro Gewinn war.

Im Anhang sende ich Ihnen meinen

Do I understand correctly that you have deposited 3x €25 and your winnings have been accumulated with a bonus? If that's the case, unfortunately, we won't be able to help you to receive the remaining winnings. It is nothing unusual to apply a maximum cashout rule on promotional offers. If your winnings have been accumulated without any active bonus we would try to help you as applying maximum cashout limits on a real money play is against our Fair Gambling Codex. However, as I mentioned earlier, we do accept bonus T&Cs that restrict the maximum cashout from a bonus play.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

You asked the live chat agent if the entire amount would be approved if you place a large deposit now. Yes, it would be different as your cumulative/lifetime deposits would be greater than €200 and the abovementioned rule wouldn't be applied.

Unfortunately, at the time of your withdrawal request, your cumulative deposits were €75 and the rule was applied to your bonus play, therefore, there's nothing we can do for you. I wish I could be of more help.

Please let me know if there's any additional information that I have overlooked otherwise, I will be forced to reject your complaint. Thank you in advance for your understanding.

Yes is correct.

But according to the customer service employee, I could have made several withdrawals over 250 euros and thus gradually withdrew my 1900 euros. And they were not informed beforehand.

And then simply deducting 1650 euros without any information or reference to this option is not okay

Ja ist richtig.

Aber laut Kundendienst Mitarbeiter hätte ich auch mehrere Auszahlungen über 250 Euro machen können und somit nach und nach meine 1900 Euro abheben können.und davon wurde man vorher nicht informiert.

Und dann einfach ohne Info oder Hinweis auf diese Möglichkeit 1650 Euro abziehen ist doch nicht in Ordnung

You could make several withdrawals if you have deposited more than €200 previously, unfortunately, that's not the case.

Could you please confirm that you have received the payout of €250 already? Thank you.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.