ElitBet Casino - Elitebet カジノでプレイヤーの賞金が没収されました。

Hello, I am encountering a problem. I was playing at the Elitebet casino where I deposited 30 BGN and received a reload bonus which gave me an additional 15 BGN, totaling 45 BGN. After playing, my balance reached 300 BGN. I decided to withdraw my money, but I was not allowed to because I hadn't completely rolled over the bonus to 100%. Consequently, I declined their bonus, after which my entire balance was wiped clean. They told me I lost all my money, but whilst I understand losing the bonus 15 BGN, I do not understand losing the full 300 BGN.

здравеите проблема е следният играх в казино елитбет като депозирах 30лв и взех бонус презареждане от което те ми дават 15лв общо 45лв достигнах след играене 300лв реших да тегля но не ми позволи защото не сам превъртял бонуса на 100% и отказах бонуса им след което цялата сума се изтри и казаха ми горя с парите при 15лв горя с 300

Dear Achko777,

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

Please understand, that once you activate a bonus, your real money might be used and spent first. By canceling the bonus before fulfilling the required wagering conditions, both the bonus itself and any winnings you have accumulated using the bonus will be invalidated, with a real money deposit being spent.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I understand, but I play on many other sites and this kind of thing has happened to me and they keep only their bonus and not take all the money, but let's say that's the case with them, the other problem is that they didn't make it up on the site as it should be after I after pressing the option to cancel the bonus, a window must open that says, for example, after refusing the bonus, your funds will be deleted yes or no, but they don't have that as a warning, so in this case, is it my fault or their site that it was not processed as it should be must

Разбирам но в много други сайтове играя и ми се случвало подобно нещо и си удържат само техния бонус а не да взимат всички пари но това да речем че така при тях другият проблем е че не са го измислили в сайта както трябва да бъде след като съм натиснал опция да прелахна бонуса задължително трябва да отвори прозорче на което да пише примерно след отказ на бонуса вашите средства ще бъдат изтрити да или не но това го няма при тях като предупреждение налии в случая дали съм виновен аз или сайта им че не е обработен както трябва

Do I understand correctly there was no warning when canceling the bonus? What information was presented to you?

Have you contacted the casino regarding the issue? What was their response?

If there is any relevant correspondence between you and the casino please, forward it to my email at tomas@casino.guru

According to the casino website:

"All slot machines are available in Bulgarian, English, Spanish, Russian, Croatian, Portuguese, Turkish and Chinese languages.

Information fields on the status and accumulated amount for each of the mystery jackpot bonuses to which the slot machine is linked;

current number of active bet lines, except for Infinite Wilds;

current line bet, except in Infinite Wilds;

balance;

Bonus balance - according to the configuration;"

• How was your balance displayed in the casino's interface?

Dear Achko777,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.