MYBC.game Casino - Igrački račun je zatvoren, a dobici zadržani.

Hello, I registered there on February 13th and received an offer of 100 free spins with no wagering requirements and no deposit, see screenshot. I accepted the offer and subsequently had 43 USD (37 Euros) in real money credit. Yesterday, I made my first deposit of 55 USD and received a bonus that was completely different from the offer I received from them yesterday. I then wanted to cancel the bonus, as it's not possible to do so myself. I told the support team in the chat that after the cancellation, I should have 98 USD and would like to continue playing with that amount without wagering requirements. After all, before my 55 USD deposit, I had 43 USD in real money. The unfriendly support representative then told me that such a thing didn't exist, that the money I had before my deposit wasn't real money. But it definitely was, as you can see from the offer in the email from February: 100 free spins with no deposit, no wagering requirements, and winnings were real money.

Now he has blocked my account and only refunded my deposit; my free spin winnings of 43 USD, which were definitely real money, were simply withheld.

Another disreputable new casino that uses fraudulent methods.

I hope someone can help me here.

Hallo, ich hatte mich am 13. Februar dort registriert und bekam als Angebot, 100 Freespins ohne Umsatz und ohne Einzahlung, siehe Screenshot. Habe ich in Anspruch genommen und anschließend 43 usdt (37 Euro) Echtgeldguthaben gehabt. Gestern habe ich dann zum ersten Mal eingezahlt, 55 USDT und bekam einen Bonus, der ganz anders war als das Angebot, was ich von denen gestern erhalten hatte. Daraufhin wollte ich den Bonus stornieren lassen, da man es selber nicht kann. Ich habe ihm im Chat gesagt, dass ich nach der Stornierung also 98 USDT haben müsste und damit dann gerne weiterspielen würde ohne Umsatzbedingungen. Denn vor meiner 55 USDT Einzahlung hatte ich ja 43 USDT Echtgeld. Daraufhin meinte der unfreundliche Support, so etwas gibt es nicht, das Geld was ich vor meiner Einzahlung hatte, wäre kein Echtgeld gewesen. War es aber definitiv, sieht man ja auch an dem Angebot aus der Email vom Februar, 100 Freespins ohne Einzahlung, ohne Umsatz, Gewinne also Echtgeld.

Jetzt hat er meinen Account gesperrt und lediglich meine Einzahlung zurückerstattet, meinen Freespin Gewinn von 43 Usdt, der definitiv Echtgeld war, wurde einfach einbehalten.

Ein weiteres unseriöse neues Casino, was mit betrügerischen Methoden arbeitet.

Ich hoffe mir kann hier geholfen werden.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the full, uncropped promotional offer you received from the casino on 13 February? My email address is veronika.f@casino.guru.
• Did you save any screenshots showing that the winnings from the free spins were transferred to your real-money balance?
• Did you try to withdraw your winnings in February after you finished playing with the free spins?
• Additionally, could you please send me any screenshots or transcripts of your conversations with customer support regarding the cancellation of your deposit bonus and your previous winnings?

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

Best regards

Veronika