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Complaint:

I am submitting this complaint regarding the confiscation of my winnings after completing a bonus wagering requirement.

I accepted a bonus and fully completed the wagering requirements. After completion, the bonus balance became €0 and my account balance was already adjusted to the €525 maximum cashout limit.

After the bonus wagering was finished and the balance converted to real funds, I continued playing and generated additional winnings using what appeared to be real money.

Later, the casino confiscated the amount exceeding the bonus cap, claiming that Section 16 of the Bonus Terms applies to all winnings regardless of subsequent gameplay.

My position is that:

The wagering requirements were fully completed

The bonus balance was already cleared

The cap had already been applied

Subsequent winnings were generated after the bonus cycle ended

The wording of the bonus terms is ambiguous regarding winnings obtained after full wagering completion and balance conversion.

I have contacted support multiple times, but they maintain their position without addressing the timeline shown in my account history.

I am requesting an independent review of this case and a fair reassessment of the confiscated winnings.

I can provide full screenshots and account history upon request.

Desired resolution: Payment of the confiscated winnings

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Dear Danko,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Ignibet. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Dear Attila,

Thank you for your reply and for looking into my case.

To answer your questions:

1 - No, I was never informed that the bonus terms would continue to apply after the wagering requirement had been fully completed. At no point did the system notify me that the 5x withdrawal limit would still apply after the wagering was finished.

2- After completing the wagering requirement, the bonus balance was reduced to €0 and my balance had already been adjusted to the maximum allowed amount (€525), which corresponds to 5x the €105 bonus.

From that point onward, the balance appeared to me as normal playable funds, and the wagering progress had already been completed at 100%. The bonus was no longer active in the bonus section of the account.

Because of this, I reasonably understood that I was playing with real money funds after the wagering had ended.

3- Only after I later requested a withdrawal did the casino remove additional funds from my balance and state that the 5x bonus cap still applied, even to winnings obtained after the wagering had already been completed.

My concern is that the bonus terms only refer to winnings obtained while wagering the bonus, and they do not clearly state that the withdrawal cap continues to apply after the wagering requirement is finished and the bonus balance is already cleared.

For this reason, I believe the rule was applied in a way that is at least ambiguous and potentially misleading for players.

I also previously provided screenshots showing that the balance moved from the bonus balance to the real balance, which further reinforced my understanding that the bonus cycle had ended and that I was playing with real money funds.

Please let me know if you need any additional information or screenshots from my account history.

Thank you again for your assistance.

Best regards,

[redacted]

Dear Danko,

Thank you for your reply. Could you kindly confirm the exact date when you completed the wagering of the bonus, as well as your account balance at that time?

Additionally, could you please send me a link or a screenshot of the bonus you activated and played with?

Thank you for your cooperation.

Dear Attila,

Thank you for your reply.

I have attached the requested screenshots for your review.

The wagering requirement for the bonus was completed on 27/02. At the moment the wagering was completed, the bonus balance was reduced to €0 and my account balance was adjusted to €525, which appeared in my account as real/withdrawable balance.

From that point onward, I continued playing with what was displayed as real funds in my account. The screenshots I provided show that the balance moved from the bonus balance to the real balance after the wagering was completed.

I was not informed at any time that the maximum cashout rule would continue to apply after the wagering requirement had already been completed and the bonus balance had reached €0.

The link/screenshot of the bonus and the relevant bonus terms have also been included in the attachments for your reference.

Please let me know if you need any additional information from my side.

Thank you for your assistance.

Best regards,

[Redacted]

Dear Danko,

Thank you for your response. I would appreciate it if you could confirm the amount of your winnings before the application of the second max cash out cap. Were they subsequently reduced to €525 again?

Thank you in advance for your response.

Dear Attila,

Thank you for your message.

Yes, I can confirm that before the second application of the maximum cashout limit, my account balance had reached approximately €2200.

After I attempted to withdraw, the balance was reduced again to €525 due to the maximum cashout rule.

As mentioned previously, this happened after the wagering requirement had already been fully completed and the bonus balance had been reduced to €0, with the remaining €525 displayed as real/withdrawable balance.

Please let me know if you need any further information.

Best regards,

[Redacted]

Dear Danko,

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, Stefan (stefan.m@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,

Attila

Dear Danko,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from IgniBet Casino to join this conversation and assist in addressing the complaint.

Dear IgniBet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Dear Danko,

We have contacted the casino and are awaiting their response. We will update you on the situation as soon as we have any information regarding the case.

Your patience is much appreciated.

Dear Danko,

We have successfully established contact with the casino representative and are hopeful that we will receive a response very soon.

Thank you for your patience and understanding.

Dear Stefan,

Thank you very much for your time and for handling my case. I really appreciate your assistance.

I just wanted to kindly ask if there have been any updates from the casino regarding this matter.

Please let me know if any further information is needed from my side.

Thank you again for your support.

Kindest regards,

Danko

Dear Danko,

Thank you for your message. We are still waiting for the casino to respond to the complaint thread. We haven't received any update from their side yet.

Your patience is much appreciated.