Casino Bello - Povlačenje igrača je odbijeno.

Casino bello has deducted my withdrawal of 110€ to 50€ and claims that a free bonus had influence on the winning.

i made a deposit today and claimed the 70% second deposit bonus with a deposit of 20€ and managed to wager succesfully the reguired amount and was left with 110€ which i submitted for a withdrawal.

few hours after submitting the withdrawal i receive information that my withdrawal is cancelled and that i would have to contact the support for more information which i did and we had a long chat.

casino claimed that i reguested a non deposit bonus on 13.3

and wagered it succesfully and was left with some cents in the withdrawable balance and says that it affected my withdrawal now to be deducted to 50€ since the 0.5-0.05 cents in my withdrawable balance had an influence on the bonus.

i did not have any other active bonuses when playing the 70% second deposit bonus.

i did not reguest non deposit free spins on 13.3. i have played them i checked but 0.05 cents did not have an influence on my winnings of 110€ today and that was achieved with wagering the second deposit bonus that i claimed and made a deposit for.

i have not withdrawn the 50€ and will wait to get this resolved before touching the balance. it doesnt sit right with me that i deposit 20€ and complete the wager for the max win to be 50€ because of few cents on my withdrawable balance that did not affect the wagering at all.

i will attach some pictures here from the chat transcript and my bonus page to hopefully clarify this situation better.

i uploaded the images of the chat transcript here but of course are willing to send it via email if needed just need address to send it to.

Hello samiboi87,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Bello. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Was your previous bonus somehow visible within your casino account?
• When was the last time you spoke to the casino and what was it about?

If possible, please forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Hello Nick and thank you for the quick response!

yes today 28.4 i got the message on my email that my account on casino bello is fully verified.

the no deposit free spins bonus could be only seen on the bonus history page where it says "finished" and this confuses me since the deposit bonus that i completed yesterrday says "wager done" and thats the only bonus that says wager done. what i can see from the bonus history page the only wager that i have completed is the yesterdays 70% second deposit bonus. but when i was playing the deposit bonus there was no active bonuses at the same time as i was playing.

i last spoke to the casino on 26.4 when i tried to resolve this case with the casino but it didnt go anywhere and it felt more like a debate at the end. i would say that i tried my best to resolve it with the casino and i sent you the full transcript of the chat with the casino through the email that you provided for me. its probably more easier to read it from there rather than the pictures i provided. i also sent a picture of my bonus history and deposit to the casino.

the betting history on the site only shows the last 50 transactions which do not provide any use unfortunately.

Dear samiboi87,

Would it be also possible to forward your full betting history to nikolas.b@casino.guru? - if it's not available within your casino account, you can request it from the casino.

Awaiting your response.

Regards,

Nick

Hello Nick! i have now received and sent the betting history to you via email. i responded to the same email that i sent to you with the first files regarding the case.

Thank you samiboi87 for the betting history provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello! i had a talk with the casino today for the second time and they checked the situation second time and restored my balance to 110€ and i have now submitted a withdrawal. i would appreciate if this ticket would be kept open until my withdrawal has been accepted. i will inform here as soon as the withdrawal has been accepted.

Hello samiboi87,

I'm Michal, and I have taken over your complaint. I am pleased to hear that there has been a positive development. I will keep this case open for a few days until you confirm the receipt of your winnings. I am confident that this matter will be resolved in a timely manner.

i am happy to inform that my cashout has been accepted and this case is now resolved. thanks for your time and help!

Dear samiboi87,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru