Goldenbet Casino - プレイヤーの賞金の一部が没収されました。

I bet £20 with this company, and decided i didn’t want a bonus, so didn’t use code. They put £20 bonus on my £20 anyway. Within the first couple of £1 spins, I won a big amount and tried to withdraw it. Wasn’t allowed. So I had to keep playing and playing before withdrawing. When it got to £1833 GBP I I could withdraw. They have today sent me £200 minus £7 charges. I have no idea where the rest has gone

Dear Tracky,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldenbet Casino.

I checked the rules of the casino, section on maximum winnings from bonuses:

https://goldenbet.com/eng/static/terms/generalterms

The Maximum withdrawal for the Promotional Bonuses: 

Casino Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

2nd Deposit Casino Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

3rd Deposit Casino Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

E-Sports Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

Sports Welcome Bonus - The maximum withdrawal you may make from this bonus is your bonus amount multiplied by 10x.

(For Example, if you received 100 EUR for the above-listed bonuses, you can withdraw the maximum of 1000 EUR or equivalent in other currencies) 

10% Cashback Bonus - Maximum cash out is 5x of Cashback amount.

Bonus Money - If cash bonus is given by casino and is free of wager, user can withdraw maximum 5x of bonus money. If user has balance while credited bonus, users money counts first during play and it's free of bonus terms, after finishing , bonus money terms comes to action.

"No Deposit" Bonus - Bonus means the bonus obtained without depositing funds into your account. The maximum withdrawl 100 USD/EUR or equivalent in other currencies.

"Freespins and Freebets" - The Rule is about prizes which are awarded from the Goldenbet Casino to the users or received from the Promo Codes. Winnings from the Freespins or Freebets must be rolled 10x times in a period of 7 days. Maximum withdrawal limit in that case is 100 EUR/USD or equivalent. 

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 you believe the bonus winnings were capped incorrectly, please do not hesitate to let me know; otherwise, I will be forced to close your complaint. Thank you for your understanding.

Looking forward to your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I didn’t want a bonus, and won with first couple spins. Why isn’t that classed as using my own money? Also I spun well over 100 times to reach my withdrawal winnings. This is a scam

Thanks for your reply.

If you continued to play with a bonus, unfortunately, we must conclude that the bonus terms and conditions apply.

If you find yourself in a position where the casino credited you with an unwanted bonus, contact support and ask for cancellation of the bonus. Beware that sometimes 1) bonuses won't be able to be canceled, 2) winnings will most likely be removed.

Since there is nothing further for us to assist you with, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.