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I received the €25 birthday bonus and met the wagering requirements. A pop-up alerted me that I had met the wagering requirements and that the excess amount (around €400/500) would be forfeited.

Having reached the maximum, that is, X5, or €125, I immediately go up with a bet of about €90. At that moment, my account had about €200/€215, and it all showed up as my real balance. So much so that to be sure, I wrote to support and asked in Italian if there were wagering requirements for my balance, and I got the attached response.

So they tell me the wagering requirements are okay, I try a withdrawal but it's not instant like the previous ones and then I think that maybe with a deposit I could reactivate the instant withdrawal.

Deposit €20 as per attached photo

I play and try to withdraw several times to see if the instant bank transfer had been reactivated but nothing, in the meantime I reached the amount of €340 and I decide to withdraw €300 while waiting.

I receive an email with the amount reduced and I see €125 in my account again.

The email states:

1.1. The maximum amount that can be converted into real money and withdrawn from no-deposit bonuses is limited to x5 of the bonus amount. Any winnings exceeding this limit will be forfeited.

In fact, the extra winnings were taken away from me when I completed the wagering requirements.

1.3. Please note that you must first claim the winnings received from the no-deposit bonus, and then, when withdrawing, make a new deposit in order to continue playing without winning limits.

And here we come to the crux of the matter: this clause is unfair. How can you expect a user to be informed just by this one line, which, moreover, is absolutely unclear!

When I deposited I saw around €225 as my real balance!

Now what happens when I reach €340 using both the deposited balance and the balance still considered tied to the bonus?

How can I get a €125 limit even when depositing?

They're arguing that the real balance is exhausted before the bonus balance. Perfect, but the way to figure it out is to separate the two, which wasn't done. In fact, everything always showed up as real balance, and I even had confirmation from the operator that the wagering requirements were met. They could have easily said, "We remind you that the withdrawable balance cannot exceed €x in any case," but that wasn't the case. In good faith, I continued to risk going back to €0, unaware that I was limited despite having made a deposit!

Without a clear warning or a dedicated section indicating that the amount is still linked to the bonus, the player cannot distinguish the real amount from the amount linked to the bonus as everything appears as real balance!

And you certainly can't ask the player to do this calculation in his head.

I've now withdrawn the €125 from my account. I'm requesting the remaining €215.

I don't think this is correct behavior on the casino's part and reading the few precedents it is a critical point, it must be said that it is an excellent casino for the rest.

Ho ricevuto il birthday bonus da €25 e ho soddisfatto i requisiti di puntata, infatti ho visto un pop up che mi avvisava di aver raggiunto i requisiti e che l'importo eccedente (ero sui €400/500) sarebbe stato stornato.

Ottenuto il massimo, ovvero X5, cioè €125 salgo subito con un colpo da circa €90. Sul conto in quel momento ci sono €200/€215 circa e risulta tutto come saldo reale. Tant'è che per essere certo scrivo in assistenza e chiedo in italiano se ci fossero requisiti di puntata per il mio saldo e ottengo la risposta allegata

Quindi mi dicono che i requisiti di puntata sono okay, tento un prelievo ma non è istantaneo come quelli precedenti e allora penso che magari con un deposito avrei potuto riattivare il prelievo istantaneo.

Deposito €20 come da foto allegata

Gioco e provo più volte il prelievo per vedere se si fosse riattivato il bonifico istantaneo ma nulla , nel frattempo ho raggiunto la cifra di €340 e decido di prelevare €300 pazientando.

Ricevo una mail dove l'importo viene ridimensionato e vedo sul mio conto €125 nuovamente.

Nella mail è indicato:

1.1. The maximum amount that can be converted into real money and withdrawn from no-deposit bonuses is limited to x5 of the bonus amount. Any winnings exceeding this limit will be forfeited.

Infatti le vincite in più mi sono state tolte quando ho completato i requisiti di puntata

1.3. Please note that you must first claim the winnings received from the no-deposit bonus, and then, when withdrawing, make a new deposit in order to continue playing without winning limits.

E qui veniamo al dunque: questa clausola è vessatoria. Come si può pretendere che un utente sia informato solo per questa riga che tra l'altro è assolutamente incerta!

Quando ho depositato io visualizzavo €225 circa tutti come saldo reale!

Ora che succede quando io arrivo a €340 usando sia saldo depositato che quello considerato ancora legato al bonus?

Come faccio ad avere una limitazione a €125 anche depositando?

Mi contestano che il saldo reale si esaurisce prima del saldo bonus, perfetto, ma il modo per capirlo è separare i due, cosa che non è stata fatta, infatti risultava sempre tutto come saldo reale e anzi avevo avuto conferma dall'operatore che anche i requisiti di puntata erano rispettati: poteva tranquillamente dire "le ricordiamo che il saldo prelevabile non potrà in ogni caso superare x€", non è stato fatto. In buona fede io stavo continuando a rischiare di tornare anche a €0 senza sapere che ero limitato nonostante un deposito effettuato!

Senza un chiaro avviso o una sezione dedicata dove si indica che l'importo è ancora legato al bonus il giocatore non può distinguere l'importo reale da quello legato al bonus in quanto risulta tutto come saldo reale!

E di certo non si può chiedere al giocatore di fare questo calcolo a mente.

Ora ho prelevato i €125 sul conto. Richiedo la restante parte €215.

Non credo sia un comportamento corretto da parte del casinò e leggendo i pochi precedenti è un punto critico, c'è da dire che è un ottimo casinò per il resto.

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Stay safe.

Dear caoticcrawfish77,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please advise if the balance in your casino account is divided into real and bonus money balances?
• Do I understand correctly that the balance appeared as 'withdrawable'/ 'real money' after you completed the wagering requirements?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Have you ever been told that the bonus terms and conditions remain even after you complete the bonus wagering?

No, never .

Could you tell me if your casino account balance is split between real money and bonuses?

No, there was no split after the conversion and the converted balance was received. Any reference to any bonus balance had disappeared .

Did I understand correctly that the balance appeared as "withdrawable"/"real money" after completing the wagering requirements?

Absolutely yes, after meeting the wagering requirements, the amount exceeding the maximum was reversed and the remaining amount was shown as real, so much so that I had asked for confirmation as per the screenshot on the wagering requirements.

Ti è mai stato comunicato che i termini e le condizioni del bonus persistono anche dopo aver completato la scommessa del bonus?

No,mai.

Potresti indicarmi se il saldo del tuo conto casinò è diviso in denaro reale e bonus?

No, nessuna divisione dopo la conversione e l'ottenimento del saldo convertito. Era scomparso ogni riferimento ad eventuale saldo bonus.

Ho capito bene che il saldo è apparso come "prelevabile"/"denaro reale" dopo aver completato i requisiti di scommessa?

Assolutamente sì, dopo aver rispettato i requisiti di puntata, è stato stornato l'importo eccedente al massimo e quello restante risultava come reale, tant'è che avevo chiesto conferma come da screenshot sui requisiti di puntata.

Dear caoticcrawfish77

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samo (samuel.st@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear caoticcrawfish77,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Casabet.io Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Casabet.io Casino,

Please provide detailed information regarding the player’s situation. Specifically, we would like clarification on how the bonus terms were applied in this case and what led to the reduction of the player’s balance.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear caoticcrawfish77 and Samuel,

Thanks for bringing this matter to our attention. We are currently reviewing the situation in detail and will provide an update as soon as possible.

Kind regards,

Casabet Casino Team

I feel cheated. Is this the casino's response after 6 days?

After weeks, what time do you have to evaluate the situation?

Amazing. I'm completely changing my mind about the reliability of this casino.

Mi sento preso in giro. È questa la risposta del casinò dopo 6 giorni?

Dopo settimane che ha il tempo di valutare la situazione?

Clamoroso. Sto cambiando completamente idea sull'affidabilità di questo casinò.

Hello caoticcrawfish77,

I understand your dissatisfaction with the time it is taking to review your case. As you can see above, the casino has confirmed that the situation is currently under internal review. At this stage, we will need to wait for their detailed conclusion to properly assess what happened.

Dear Casabet.io Casino, I kindly ask you to provide a detailed explanation once your review is completed, specifically regarding the application of the bonus terms and the reason why the player’s balance was reduced. A clear breakdown of the actions taken on the account will be necessary to move this case forward.

I will follow up once new information is available.

Dear Samuel and dear caoticcrawfish77,

Thank you very much for your patience throughout this review, and please accept our sincere apologies for the time it took to conclude the case.

After completing a detailed internal investigation of all gameplay, transactions, and chat communication, we would like to clarify the situation as transparently as possible. According to our Bonus Terms, "The maximum amount that can be converted into real money and withdrawn from no-deposit bonuses is limited to x5 of the bonus amount. Any winnings exceeding this limit will be forfeited" (section 1.1). It is also important to note that this withdrawal cap applies exclusively to no-deposit bonuses. Once any deposit bonus is fully converted into real money, it does not carry any maximum withdrawal limit, and the resulting funds are treated the same way as standard real-money winnings.

In this particular case, however, the remaining converted amount from the no-deposit bonus and the player’s 20 EUR deposit were processed by the system as a mixed balance. Because of this, the no-deposit limitation continued to apply, even though the player had already deposited. Although this behavior follows section 1.3, which states that no-deposit bonus winnings must be claimed before depositing in order to continue playing "without winning limits", we fully understand how this could appear unclear - especially given that the balance was displayed as real money and the chat communication may have contributed to a different impression.

Taking all of this into consideration, and in the interest of fairness and customer care, we have restored the deducted amount of 215.12 EUR to the player’s account. This sum is now fully available for withdrawal without any further limitations.

We appreciate the player’s constructive approach and once again apologize for the delay and any inconvenience caused.

Best regards,

Casabet Casino Team

Hello everyone,

Thank you, Casabet.io, for the detailed explanation and for reviewing the player’s account thoroughly. I appreciate the transparency and the fair resolution provided.

I would like to take this opportunity to kindly remind everyone that players should always pay close attention to the terms and conditions associated with bonuses, and that the casino should ensure careful adherence to all details of their own rules and procedures. Being diligent on both sides helps prevent misunderstandings and ensures that gameplay, deposits, withdrawals, and bonus handling are all clear and correctly applied.

It is positive to see that the restored amount of 215.12 EUR is now fully available for withdrawal.

Dear caoticcrawfish77, I kindly ask you to confirm here once you have successfully withdrawn the funds so that I can proceed with closing this complaint as resolved. Your confirmation will help ensure that the issue is fully concluded to everyone’s satisfaction.

Thank you again to both the casino and the player for your cooperation and patience throughout this process.

I thank Casabet for their honesty.

I reiterate that the game offering is very good and beyond this problem I have not encountered any further ones.

I would only suggest that the casino clarify some of the terms and conditions, as well as provide more specific pop-up notices for bonuses.

I received the balance on my gaming account and attempted to withdraw. As soon as I receive the funds in my bank account, I will let you know so that the matter can be closed.

Thanks Casinoguru

Thanks Casabet

Ringrazio Casabet per la correttezza.

Ribadisco che l'offerta di gioco è molto valida e oltre questa problematica non ne ho riscontrate ulteriori.

Suggerirei solo al Casinò di rendere più chiari alcuni passaggi nei Termini e Condizioni, oltre che avvisi pop-up più specifici per i bonus.

Ho ricevuto il saldo sul conto gioco e ho tentato il prelievo, non appena riceverò i soldi sul conto bancario lo comunicherò per la chiusura della pratica.

Grazie Casinoguru

Grazie Casabet

Hello caoticcrawfish77,

Thank you for your message and for sharing your feedback. I’m glad to hear that you received your balance on the gaming account and that the gameplay experience has been positive aside from the earlier issue.

Please let me know once the funds are successfully received in your bank account, so we can proceed with closing this complaint as resolved.

Thank you again for your cooperation and for keeping me informed.

Withdrawal received instantly, thank you. You can close!

Prelievo ricevuto istantaneamente, grazie. Potete chiudere!

Dear caoticcrawfish77,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 https://www.trustpilot.com/evaluate/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,

Samuel

Casino Guru