IviBet Casino - プレーヤーのボーナス賞金は無効になりました。

after bonuses they gave me the normal amount and I won 1350 euros! the money was withheld with the excuse that I exceeded the allowed bet! after research I saw that I have not broken any rules! They say that I bought bonuses, but it happened after I had turned over the amount! they stole me and they won't give me the money

Dear Sopamwre,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly that your winnings were accumulated entirely from a free bonus? Additionally, if your account is still accessible,  please forward your game history to my email address: petronela.k@casino.guru and specify which exact bonus you have played. I hope, we will be able to help you with this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

There was no violation of the rule

Δεν υπήρξε παραβίαση του κανόνα

Thank you, Sopamwre, for your email. Please try requesting your full game history from the casino and specify which exact bonus you have played.

Thank you very much, Sopamwre, for your game history. I have checked the general bonus terms and conditions, and this is what I found (here):

"Bonuses - General Terms

...

1f. The maximum bet with an active casino bonus is 5 EUR (5 USD/ 8 CAD/ 5 CHF/ 20 PLN/ 8 NZD/ 1700 HUF/ 30 BRL/ 4,500 CLP/ 400 INR/ 25 PEN/ 600 JPY), unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Ivibet reserves the right to cancel the bonus and the associated winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency."

Sadly, from your forwarded game history, it is clear that you placed multiple bets that were greater than the allowed ones while your bonus was active:

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 asked customer service and they told me that the spin on roulette does not count when there is no issue with the bet

Ρώτησα την εξυπηρέτηση πελατών και μου ειπαν ότι ο τζίρος στη ρουλέτα δεν μετράει όποτε δεν υπάρχει και θέμα στο ποντάρισμα

Could you please forward the abovementioned communication to petronela.k@casino.guru at your earliest convenience?

Dear Sopamwre,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.