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I belong to over 50 online casinos but this casino is being absolutely ridiculous and unreasonable! They are refusing to pay me $1800 dollars. They are trying to justify their actions by saying that I wagered on games that weren’t allowed. Only after completing playthrough, and submitting my request, and playing my balance down to less than $1 did I go and play on video poker! I had won over $2000, and only requested a withdrawal of 1800. I ended up losing money back to them vs requesting 100% of my balance. Only after I had less than $1 did I go and play on a video poker machine, that some casinos include in the "slots" category! There was no list of excluded games, and all of the games that had previously been locked were now available to play on. None of the money I won was from video poker nor were any funds won from video poker used in my winnings. I literally lost money, playing a game that was "excluded" after requesting a pay out, and that is their excuse for not paying me the money I won. It’s sad that they are using misleading information and searching for any reason they can to not pay out legitimate wins!

Dear eeyan44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

If you wish to forward any relevant communication or supporting evidence you can do so at petronela.k@casino.guru. 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I was not warned in any way! As a Matter of fact, the games were locked and greyed out while I was completing my playthrough, then unlocked and lit up once playthrough was completed. Several times I went to the casino chat to ask about the rules and to even see about taking back some of the winnings to play more, but when they told me that table games weren’t allowed, I said never mind. I literally played all slots until I got down to less than $1 in my account. Then with my last 65 cents or so began to play video poker for 5 cents a bet. The casino is withholding my 1800 dollars for me losing the change in my account on video poker. When I asked the casino why would there be a bonus on my account if my balance was less than $1. There response was " if it were a no-deposit bonus, that would be the case". However, there isn’t anywhere in writing saying that no deposit bonuses and deposit bonuses have different rules. They kept replying to me with the same phrase " the bonus is in affect even after play-through". However the wording on the bonus states that it’s in effect until withdrawal. Which had been submitted. It also states that "Any play / winnings gained on excluded games with monies including a bonus or part thereof will result in all winnings being void"! But there was no money gained! I literally donated my change back to the casino. I wagered and lost less than 1 dollar on video poker. And they denied my request which was made many hours prior too any wager on a restricted game!!! Most withdrawals are approved within a few hours. I have been paid out by this casino before on a free bonus. It only took a 12 hours for them to approve it, and payout! This took a lot longer because my request was made on Sunday morning, and the finance department wasn’t there til the next day! Which is why I logged in multiple times and spoke with live chat agents. I got restless and began to bet the little bit of change I had in my account! It was hours and hours later! It is just a tactic that the casino uses to screw people out of the winnings that I won fair and square!!!!

Also the software doesn’t allow multiple bonuses to be redeemed at the same time, however the coupon section updated and would have allowed a new bonus with another deposit! Yet the casino is claiming that I still had an active bonus. Even with .04 cents in my account balance. The funds requested were no longer in my account! They were removed and placed in a separate holding for the finance department to review. None of those funds were wagered on video poker. All wins came from 2 slots. And only after almost all funds were depleted did move to a poker machine! How they are claiming that I used bonus money to wager on a restricted game, is not even valid to the money that is being requested!!! And if anything they are penalizing me for not requesting every dime of my winnings all at once! It’s a sad way to manipulate the rules in order to not pay people that are playing honestly and that won money fair and square!!

Thank you very much, eeyan44, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you eeyan44 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask iNetBet Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated if the software showed the player no longer has an active bonus.

Thank you!

Hi Peter,

Thank you for brining this to our attention. I have sent you an email.

Been waiting for some kind of update or something!!! Am I just screwed???

Dear eeyan44, I have discussed your case with the casino affiliate through emails but I have not received any new reply. Seems like we couldn't come to a compromise on the matter. I will give the casino another 7 days to reply and if the situation remains the same I shall close the complaint as unresolved. 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. I am sorry I could not be of more help on this occasion.

Hi Peter,

I'm sorry for the delay. I have replied to your email.

Thank you for the reply iNetBet Casino representative.

Dear eeyan44, the casino's stance on the situation remains the same and unfortunately, we couldn't come to a compromise. As said before we will close this complaint as unresolved as we consider any confiscation of funds to be predatory and against the spirit of fair gambling especially after the wagering requirements were met. However, we were also provided with transcripts of your chat with customer support where you were informed that the bonus is still under bonus terms and conditions. Due to this, we have internally decided to opt for a lower penalization for this complaint. I understand this isn't a satisfactory solution to your issue and I am sorry I could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter