Scibet Casino - プレイヤーの賞金が減額されました。

Hello,

I played with a bonus at Scibet, €150 deposit 120% bonus, total of €387,5.

After playing for a while, I completed the wager of the bonus, with €2244,10 balance, they then deducted €744,10, to put the balance at €1500. This is all per their terms

"58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount."

"58.3.4 All Bonuses and promotional materials of this website come with a wagering requirement which has to be met before the bonus money is turned into cash: Casino bonus: x45 (times forty-five) the deposit and bonus amount"

Since the balance had turned into cash I continued to play, and win. I stopped at €23500,41, while waiting for the KYC documents to get approved and I could withdraw my money.

After my KYC documents got approved, and I started the first withdraw, they then send me an email, stating that €22000,41 had been removed from my balance, siting the terms 58.3.3. But from my understanding that was already enforced when the wagering was complete. So again my balance was set down €1500, while having no active bonus, since I completed that the first time they set my balance to €1500.

Even their live chat has stated that after wagering is done, the balance is turned into real money, and I can gamble that and win, without any restrictions on any max wins.

I have transcripts and screenshots if needed.

Dear Sykotic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Scibet casino regarding your balance and withdrawal.

In order to help us understand your situation better, could you please provide answers to the following questions?

• Do I understand correctly that after you completed the wagering requirements, €1500 was transferred to your real money balance?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Your cooperation in providing these details will help us investigate and work towards a resolution. We understand how important it is for you to resolve this issue promptly.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

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.

Hello Kristina,

I have sent you an email with the communication I had with the casino.

After the wagering was done, they voided the winnings that was over 10x the deposit, as per their term 58.3.3. And my account had €1500 real money, also per their term 58.3.4.

Regards

Sykotic

Thank you very much, Sykotic, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Sykotic,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Scibet Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

Thank you for looking into my issue.

If you need any information from me, let me know.

Regards

Sykotic

Thank you, Sykotic. We need a response from the casino first, and we'll take it from there.

Hi Peter,

have you gotten any response from the casino ?

Regards

Sykotic

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sykotic,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The last step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt). I am sorry I could not be of more help on this occasion.

Best regards,

Peter