Casino Bello - プレイヤーの賞金は没収されました。

Hello,

Yesterday I received a €50 no-deposit bonus from Casino Bello and won €5,200. After completing and successfully wagering the bonus, I was able to withdraw €5,200. The next day, everything except €73 was confiscated on the grounds that the maximum cashout was €50. But why €73? Normally, winnings are immediately confiscated after the bonus has been wagered, without me being able to withdraw anything. The bonus terms and conditions state a maximum cashout of €10,000 for no-deposit bonuses. I have played a lot in this casino.

Hallo,

ich habe gestern von Casino Bello einen Bonus von 50 Euro ohne Einzahlung erhalten und 5200 gewonnen . Nach Beendigung und erfolgreicher Umsetzung des Bonus konnte ich 5200 auszahlen . Am nächsten Tag wurde dann alles , bis auf 73 euro konfisziert unter der Begründung es seien 50 Euro max Cash out . Warum dann aber 73 Euro ? Normalerweise wurden Gewinne nach Beendigung des bonusumsatzes sofort konfisziert ohne dass ich überhaupt auszahlen konnte. In den bonusbedingungen steht ein max. Cash out von 10.000 Euro für Boni ohne Einzahlung. Ich habe schon sehr viel in diesem Casino gespielt .

Dear Jessidi85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found regarding the maximum cashout from no-deposit bonuses:

The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or free spins (i.e. Registration 5 EUR Bonus) is 50 EUR/USD; 80 CAD/AUD; 100 NZD; 500 NOK; 0.001 BTC; 0.025 ETH; 50 USDT; 0.8 LTC; 0.2 BCH.

Please note that according to the Terms and Conditions, in case of a discrepancy between any terms and conditions in English and any other language, the English version prevails.

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 limits to be unfair and predatory only when they are applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Veronika

But why does it say €50 max cash out once and €10,000 once? I've played at this casino many times, and have had bonuses with max cash out before, but the money was confiscated immediately after successful implementation, leaving me with no way to withdraw any more. This time, it wasn't confiscated immediately, but only after I wanted to withdraw. I find it very questionable why my remaining balance of around €24 was still in my account even though the withdrawal had been canceled. I'm used to the fact that the entire amount is then confiscated. Can you answer this for me? It's really irritating and questionable. Kind regards.

Aber warum steht es da einmal mit 50 Euro max Cash out und einmal mit 10.000 Euro ? Ich habe schon sehr oft in diesem Casino gespielt , hatte auch schon bonis mit max Cash out allerdings wurde sofort nach erfolgreicher Umsetzung das Geld konfisziert so das ich garkeine Möglichkeit hatte mehr Geld auszuzahlen. Diesmal wurde es nicht sofort konfisziert sondern erst nachdem ich auszahlen wollte . Dann finde ich es sehr fragwürdig warum mein restguthaben von ca.24 Euro noch auf meinem Konto war obwohl die Auszahlung storniert wurde , ich kenne es so das dann das ganze Geld eingezogen wird . Können sie mir das beantworten? Es ist schon sehr irritierend und fragwürdig. Liebe Grüße

I also understand the €50 maximum cashout to be for the €5 registration bonus. I didn't have that. I had a special bonus.

Ich verstehe es auch so mit den 50 Euro max Cash out das es für den 5 Euro Registrierungbonus ist . Den hatte ich nicht . Ich hatte einen Spezial Bonus .

To clarify, not all bonuses are capped immediately after the wagering is completed. In many cases, the system doesn't enforce the maximum cash-out limit until a player actually requests a withdrawal. While this might seem inconsistent, it's a technical setup used by some casinos. The funds may still appear in the balance after the wagering is completed, but the limit only takes effect during the withdrawal process.

We agree that this isn’t ideal from a user experience perspective—it can feel misleading. However, as long as the terms and conditions clearly explain how the maximum cash-out rule works, it’s not considered unfair. That said, it’s always important to review the current bonus rules carefully, as they can differ even within the same casino depending on the specific promotion.

Could you please send me a link or a screenshot of the bonus you activated and played with?

Unfortunately, I didn't take a screenshot; I only have the email. It's a real shame what happened, and there's nothing we can do about it. Thank you for your efforts.

Ich habe leider keinen Screenshot gemacht , habe nur noch die email dazu . Es ist sehr schade was passiert ist und dass man in diesem Fall nichts machen kann . Ich danke ihnen für ihre Mühe.

That was the email. Not particularly informative.

Das war die Mail dazu . Nicht besonders aussagekräftig.

Thank you for your response. However, there might have been a misunderstanding.

I was hoping you could send me a link, a screenshot, or forward the email related to the special bonus you activated and played with. This would allow me to check whether there were any additional win limits attached to this specific offer, beyond those stated in the general bonus terms.