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After registering I made a deposit, used the welcome bonus and won by playing only one slot, always with the same wager.

After providing the verification documents I made a successful 500 € withdrawal. My second withdrawal was delayed by about 10 days, then cancelled and all remaining money (real balance) removed from my account without notifying me.

When I asked the customer support for a reason they only said that they are simply allowed to remove money from player's accounts without providing any reason which does confirm that I did not violate any of their restrictions and that they confiscated all my money just because they did not want to let the player have their winnings.

Hello,

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

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

• Do I understand correctly that the casino confiscated your balance, but left your account open?
• Could you please explain how much you deposited and how much was your bet amount?
• Which slot game did you play? Did you continue to play even after the wagering requirements were complete?

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,

Tomas

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Hello Tomas

To answer your questions:

• Yes, the account is still open and I can still activate bonuses as well. All they did is remove the balance without providing an explanation.
• My initial deposit was 300 €. Under the rule 7.20 in the T&C the maximum withdrawal of the first deposit is 15x the initial deposit amount which would be 4500 €. With the 500 € they did pay out and the 2213 € they removed from the account, that is well within that amount.
• My bet size was 5 € for the whole time the bonus was active which is within what the T&C allow under A.3.
• The slot game I played for the whole bonus duration was Fruity Beats Xtreme which is not on the list of prohibited games under A.4 of the T&C. I believe that I continued playing after the wagering requirements were complete, though I do not know why that would be relevant.

Since this was my first deposit and I was using their first welcome bonus they also cannot claim that I have used too many bonuses either.

I am fairly certain that if I had violated any terms they would have told me so instead of just telling me that they are not obligated to provide an explanation.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you wuhu93 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Froggybet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter