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Hey everyone

Today on January 10th around 5am I used the 4 deposit bonus at this site & with the 100 free spins I got I got 42€ which I have to wager 40 times.

I only had 18€ when I got the blue doctor completely with Serial on 80 cents by 3 times and then had a credit of 1364€.

end of song, ended the wager with 1600€ and it converted to 20€ real money, although the support told me that the welcome bonuses have no max cashout.

Attached are the screenshots

I ask you to help me to get my remaining 1580€...

Hey zusammen,

heute am 10 Januar gegen 5 Uhr morgens habe ich bei dieser Seite den 4 Einzahlungsbonus genutzt & habe mit den 100 Freispielen die ich bekommen habe erstmal 42€ erzielt die ich 40 mal umsetzen muss.

Ich hatte nurnoch 18€, als ich bei Serial auf 80 Cent den blauen Arzt komplett durch mal 3 bekommen habe und hatte dann ein Guthaben von 1364€.

ende von lied, habe den wager mit 1600€ beendet und es wurde zu 20€ Echtgeld umgewandelt, obwohl der Support mir sagte das die Willkommensbonusse kein Max Cashout haben.

Im Anhang die Screenshots,

Ich bitte euch mir zu helfen an meine restlichen 1580€ zu kommen…

Dear SweedMusic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I reviewed the bonuses on offer and found the 4th deposit bonus is a 20% cashback and 100 free spins. Is that a correct bonus?

Did you ask casino support why the balance was reduced? What was their reply?

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,

Tomas

Hey, thanks for answering so quickly, I sent you screenshots where I asked 2 extra times where the employee tells me that this bonus has no max cashout. And after that turned into €20 he tells me max winnings are only €20. In the photos you can see that I asked twice before

Hey, danke das du so schnell antwortest ich habe dir Screenshots geschickt wo ich extra 2 mal nachgefragt habe wo der mitarbeiter mir sagt das dieser bonus kein max cashout hat. Und nachdem sich das in 20€ umgewandelt hat sagt er mir doch max winnings sind nur 20€. In den fotos sieht man das ich 2 mal vorher nachgefragt habe

I have another screenshot that I can send you later where you can see the fourth deposit freespin bonus and it also tells you that this without max cashout is weird after I won so much they put a cap in and apparently changed the info, I hope you can help me to get my 1580€ raw balance

Ich habe noch einen weiteren screenshot den ich dir später auch noch senden kann wo man den fourth deposit freespin bonus sieht und er mit auch mitteilt das dieser ohne max cashout ist komisch nachdem ich soviel gewonnen hatte haben die einen cap reingemacht und die infos geändert anscheind, ich hoffe du kannst mir helfen an meine 1580€ raw balance zu kommen

Thanks for your message, SweedMusic.

After further reviewing the bonus terms and conditions just now, I found this in the general bonus rules:

"1. The maximum value allowed to withdraw from play with funds associated with a sign up no deposit bonus or/and sign up free spins bonus is EUR 20 and equivalent not counting the deposit amount. The maximum win restriction persists after the completion of the wagering requirement. Remaining balance will be write-off in favor of the Casino. In order to withdraw your winnings obtained from a no deposit bonus, which is given upon registration, it is necessary to make at least one valid deposit."

According to this rule, the maximum you can withdraw from this bonus is limited to 20 €.

Also, the unlimited amount of the cashback bonus means the bonus awarded in the beginning is unllimited, not winnings from the bonus. According to specific bonus rules:

"The maximum cashback bonus amount is unlimited!"

Could you clarify if these were the rules of the bonus when you claimed it? Send anything that might be relevant to tomas@casino.guru or post the screenshots here. I'll look forward to your reply.

hey thomas,

I sent you a screenshot by email where the support clearly tells me that there is no maxcashout for the freespins. You can tell from the picture what I sent the support, otherwise I would not have paid in at all. I had asked extra and I think so just cheeky to turn 1600 into 20 € 🤣

Hey thomas,

ich habe dir per mail noch einen screenshot geschickt wo der support mir klar und deutlich sagt das es für die freespins keinen maxcashout gibt erkennst du an dem bild was ich dem support geschickt habe, hätte sonst garnicht eingezahlt hatt ja extra gefragt gehabt und finde das halt schon frech einfach so 1600 in 20€ zu verwandeln🤣

& I also assume that your own employees know their rules, if he had told me from the start yes 20€ I would not have submitted a complaint here, just think it's cheeky that I suddenly hit 1320€ in serial and that is converted and he then says he said that to me, as you can see from the screenshots, the support also said sorry, it was a misunderstanding, but that doesn't mean my money comes back through a sorry

& auserdem geh ich ja davon aus das die eigenen mitarbeiter ihre regeln kennen, hätte er mir von anfang an gesagt gehabt ja 20€ hätte ich hier keine beschwerde eingereicht, finde es halt nur frech das ich plötzlich 1320€ bei serial hitte und das umgewandelt wird und er dann meint er hätte mir das gesagt, wie mann auf den screenshots erkennen kann hat der support auch gesagt sorry war ein missverständniss aber dadurch kommt mein geld auch nicht wieder durch ein sorry

Thanks for your message, SweedMusic.

Did the casino explain which max cashout rule they applied when they reduced your winnings? Did you cash out from previous deposit or no deposit bonuses you claimed in the casino?

hey thomas,

I saw that my €1600 was converted to €20 and then I said in support hey you said to me without maxcashout is the bonus as you can see on the photos. Then they said this is a misunderstanding, it will be converted into 20€. But as I said, I have an extra 2

asked beforehand with proof, i had 4 deposits and didn't have a single withdrawal on this site

hey thomas,

ich habe gesehen das meine 1600€ auf 20€ umgewandelt wurden und habe dann im support gesagt hey ihr habt mir gesagt ohne maxcashout ist der bonus wie man auch auf den fotos erkennen kann. Dann meinte diese das ist ein missverständnis es wird in 20€ umgewandelt. Aber wie gesagt habe extra 2

mal vorher nachgefragt mit beweis, ich hatte 4 einzahlungen und habe keine einzige auszahlung auf dieser seite gehabt

Thank you very much, SweedMusic, for providing the necessary information. 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.  

Hi SweedMusic,

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 13Bets Casino to the conversation to participate in the resolution of this complaint.

Dear Julian,

We understand how frustrating the situation is. You were indeed misinformed, and we apologize for that. However, our Bonus Terms explicitly state that a player cannot withdraw more than 20 EUR from a free spins bonus. We do our best to provide the best customer service, but unfortunately, human error cannot be avoided. Ultimately, the primary and factual source of information is the Terms and Conditions.

Best regards,

13Bets Casino Team

Yes and now?! You gave false information, so my €1580 won't come back either

Jaund jetzt?! Sie haben falsche infos gegeben dadurch kommen meine 1580€ auch nicht wieder

Peter, can you please help me with this situation? I asked 2 extra times & it's stupid all of a sudden that it means yes without maxcashout and I've only gotten 20€ of the 1600€ that was the 4th deposit and no deposit-free free spins

Peter können sie mir in der Sitution bitte helfen? Ich habe extra 2 mal nachgefragt & blöd ist es aufeinmal das es heist ja ohne maxcashout und ich jetzt nur von den 1600€ 20€ bekommen habe das war der 4 te deposit und keine einzahlungsfreien freispiele

Hi all,

Thank you for your replies.

Dear 13Bets Casino team,

Where exactly can this bonus condition be found? I've only found the following rule:

"The maximum value allowed to withdraw from play with funds associated with a sign up no deposit bonus or/and sign up free spins bonus is EUR 20 and equivalent not counting the deposit amount. The maximum win restriction persists after the completion of the wagering requirement. Remaining balance will be write-off in favor of the Casino. In order to withdraw your winnings obtained from a no deposit bonus, which is given upon registration, it is necessary to make at least one valid deposit."

Since the bonus the player received wasn't a "signup no deposit bonus" or "sign up free spins", this rule doesn't apply and has nothing to do with it. Secondly, the player made an extra effort and asked about the max cashout and the reply was that there weren't any. The mistake is clearly on the side of the casino and therefore the player should get paid in full.

Thank you very much Peter for your help, they simply deleted my €1580 and converted it into €20...

Vielen dank Peter für deine Hilfe die haben mir meine 1580€ einfach gelöscht und in 20€ umgewandelt…

In addition, I want to have a screenshot of the casino how 1600 bonus will be converted into 20 € but they want my identity card and documents, which is completely absurd! @13bets.io I want you to upload this picture with the course of the game here without me having to give you any of my data, when I receive my €1580 on my player account I will first verify myself for my payout!!!

Zudem kommt noch das ich einen screenshot haben will vom casino wie 1600 bonus in 20€ umgewandelt werden dafür wollen sie aber mein personalausweis und unterlagen was komplett absurd ist! @13bets.io ich will das ihr dieses bild mit dem spielverlauf hier hochladet ohne das ich euch irgendwelche daten von mir geben muss, wenn ich meine 1580€ auf meinem spielerkonto erhalte dann verifiziere ich mich erst für meine auszahlung!!!

Hi all!

This paragraph of our rules corresponds to the conditions of this bonus. Because the bonus on the fourth deposit is included in the Welcome pack, it is considered as a sign-up bonus, and in this case as a sign-up free spins.

There was indeed an error on our part in this situation, however, as mentioned before: the main source of information about bonus terms and conditions on our site is "Bonus Terms & Conditions" via the link 13bets.io/bonus-terms-and-conditions, which the player have agreed with upon registration.

We admit a mistake of the support manager. We would like to thank you for pointing out it. And as we are trying to do the best service, we can offer compensation to the player. We will contact the player directly via the email with the details.

Best regards,

13Bets Casino Team

You would offer the best service by crediting my 1580€ completely to my account, since you admit the mistake yourself, am I not aware of any guilt? Or what do you say to that Peter?

Den besten Service würden sie bieten indem sie mir meine 1580€ komplett auf mein Konto gutschreiben, da Ihr den Fehler selber zugibt bin ich mir keiner Schuld bewusst? Oder was sagst du dazu Peter?

Dear 13Bets Casino team,

A sign-up bonus is by definition the bonus that you receive when you sign up. No casual player would ever guess that by sign-up bonus you mean the free spins that come with the 4th deposit cashback bonus. Why isn't this condition present in the specific bonus terms? I'm afraid we are still convinced that the player should get paid in full otherwise the complaint will become unresolved.

Hi all!

Thank you for pointing out, we will work out our rules and check whether they are understandable to all.

Also, as we are trying to do our best in order to improve the quality of our service, and admit a mistake of the support manager, we will credit the player the difference, which was automatically written off after the wagering of the bonus - 1543,72 EUR.

Best regards,

13Bets Casino Team

Thank you 🙂

Vielen dank🙂

Many thanks also to Peter, I have the money in my account🙂 and I am super happy that I can pay it out!!! Many Thanks!!

vielen dank auch peter habe das geld auf dem konto🙂 und bin mega glücklich das ich es auszahlen kann!!! Vielen dank!!

Payment has also come, thank you casinoguru and of course you peter, I am infinitely grateful that you took care of it!! And also thanks to 13 bets.io this case can now be closed! Thanks very much!

Auszahlung ist auch gekommen, danke casinoguru und natürlich dir peter ich bin dir unendlich dankbar das du dich darum gekümmert hast!! Und auch danke an 13 bets.io dieser fall kann nun geschlossen werden! Vielen dank!

Thank you 13Bets Casino Team for reconsidering.

Dear SweedMusic,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter