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I received a cashback bonus from Wazbee and completed the full wagering requirement. After wagering, the system automatically reduced my balance to $150. This was in line with their terms, which state that the maximum amount that can be won or withdrawn from a no deposit bonus is 10 times the bonus value. That part was enforced correctly.

I continued playing with the remaining $150 balance and won an additional $36 through fair play. When I attempted to withdraw, Wazbee processed the $150 but removed the $36. They claimed the new winnings were still tied to the bonus, even though the cap had already been applied.

This means the same 10x rule was applied twice. First, when the system reduced my balance to $150. Then again, when they removed the $36 I won after the cap.

Their terms state:

"The maximum amount that can be won and/or withdrawn from any No Deposit Cash Bonus is 10 times the value of the bonus funds."

Nowhere in the terms does it say that funds won after the cap are still restricted. Once the cap is applied, the remaining balance should be treated as cleared. Winnings earned after that point should not be subject to bonus conditions.

In the chat, Wazbee support confirmed that even after wagering is complete and the cap is applied, future bets and winnings are still considered part of the bonus. This contradicts their terms and creates a condition that is not disclosed anywhere on their site.

This is not just a misunderstanding. It is misleading enforcement of their bonus policy and violates basic fairness. If this happened in a regulated environment, it would raise serious concerns.

I am requesting that the $36 be returned to my balance.

I have attached screenshots of the full conversation, including their written confirmation that they continue applying bonus restrictions after the cap. These screenshots clearly support my complaint.

Dear omarabadawi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please post the link or promo code you used to activate the offer here in this thread?
• How much money did you have in your casino account after you completed the wagering requirements (before your winnings were capped for the first time)?
• Is the balance in your casino account divided into bonus money and real money? If so, were your winnings transferred to the real money balance after you completed the wagering?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Hi Kristina,

Thank you for your message. Here are the answers to your questions:

Promo link or code used:

I used 1,000 BeeCoins to redeem the "Tiny Bee Treat" offer, which awarded a $15 cashback bonus. There was no promo code. It was redeemed directly from the BeeCoins Exchange section on Wazbee’s website. Ive included a screenshot for visibilty into this promo.

Balance after completing wagering requirements (before cap):

My balance was approximately $300 after completing the full wagering requirement.

Bonus vs real money division:

Once the wagering was complete, the system automatically reduced my balance to $150. At that point, the bonus was considered capped, and the $150 was moved to the real money balance. I no longer saw any bonus balance wagering progress displayed. I then continued to play using that $150, won an additional $36, and attempted a withdrawal for $150, leaving the remaining 36 in my casino account.

The $150 was processed, but the $36 was removed, which I believe is a second application of the same 10x bonus rule that had already been enforced.

Let me know if you need any additional details or screenshots. I have forwarded all the communication screenshots at the provided email.

Best regards,

Omar

I am submitting an important update based on further conversations with Wazbee support. The screenshots attached below contain written confirmation that Wazbee knowingly allows players to continue gambling after the 10x bonus cap has been applied, but only permits losses. Any winnings after the cap are still confiscated, even if they are earned through fair play with the cleared, capped balance.

This means their system permits players to play with what should be real money after the cap, but voids all positive outcomes. In short, you can lose your balance, but you cannot grow it. This is not mentioned in their terms. It is a hidden rule that directly contradicts the clause they cite, which states:

"The maximum amount that can be won and/or withdrawn from any No Deposit Cash Bonus is 10 times the value of the bonus funds."

There is no mention that post-cap gameplay remains bonus-linked, or that players are allowed to keep gambling only to lose. The support agent explicitly stated that the remaining funds after the cap are still considered part of the bonus, no matter what the player does. I asked if that meant only losing was permitted, and they confirmed that this is how the system operates.

This is not just double enforcement. It is a deceptive and predatory design that encourages loss while blocking legitimate winnings after the cap is fulfilled. It violates principles of fair play, transparency, and responsible gaming.

The four screenshots attached show:

The system confirmed the cap had been enforced.

The support agents repeatedly stated the player is free to play, but only the capped amount is withdrawable.

Any additional winnings are removed.

There is no acknowledgment that this violates basic fairness.

Please review this new evidence. Wazbee’s practice is not just unfair, it is structurally abusive and misleading by omission. I am requesting that the remaining $36 be returned, and that Casino Guru publicly flag this operator for deceptive bonus enforcement.

I forgot to add this insane screenshot, I couldn't believe what I was reading.

Thank you very much, omarabadawi, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 omarabadawi,

I have reviewed your case and completely agree that after any winnings are capped, the bonus restrictions should not continue to apply if you choose to continue playing.

I will contact the casino to see if I can help.

We would like to invite Wazbee Casino to join the conversation and participate in the resolution of this complaint.

Dear Wazbee Casino,

Once the bonus requirements have been completed and any win limits or caps are applied, the bonus should be considered finished. Can you please explain why the max cashout from the cashback bonus is applied twice?

Kind regards,

Adam

Hi Adam,

Wazbee has just updated their Terms and Conditions from v1.6 to v1.7, apparently in direct response to issues raised in this complaint. The changes specifically address bonus cap enforcement - the exact issue in my case. This suggests they recognized their v1.6 terms (which applied to my bonus) were inadequate.

 Key points:

1. They added explicit language about balance transfers to ‘real money’ after caps - suggesting v1.6 (which governed my case) was inadequate

1. New v1.7 states that after the cap, winnings ‘will not count toward further bonus conversion’ - directly contradicting their support chat where they said my $150 remained bonus-linked

1. They added liability protection for ‘bonus misunderstandings’ - appears to be direct response to complaints like mine

1. The timing suggests they recognized flaws in their original policy

This appears to be an admission that their v1.6 enforcement was problematic. Both versions are available on their website for verification.​​​​​​​​​​​​​​​​

Hello omarabadawi,

Thank you for the additional information, I have reached out to the casino directly as well as by email, we will see what they have to say about the situation.

I will post further as soon as I receive a reply.

Kind regards,

Adam

Hi Adam,

I wanted to inform you of a significant development that may be relevant to this complaint.

On June 12, I deposited $40 CAD and experienced a series of fortunate wins, bringing my balance to over $52,000. On June 13, I received an email from Wazbee’s security department initiating a routine review due to large payouts, which I fully understand and respect.

I responded asking for clarification about whether I could continue playing during the review period but haven’t received a response yet. The platform remains fully functional, and my balance has since increased to approximately $68,000 through continued play.

While I await the outcome of their security review (stated to take up to 7 working days), I noticed this situation shares some similarities with my original complaint, specifically regarding when funds can be accessed versus when they can be wagered.

I remain optimistic that both matters will be resolved positively. Wazbee has been professional in their communications, and I appreciate their need for thorough security protocols. I just wanted to keep you informed, as this may offer additional context for the overall situation.

I continue to enjoy the platform and look forward to a resolution that works for everyone.

Best regards,

Omar

Please disregard my last message.

Hello Omar,

While disregarding the rest of your previous post, you mentioned 'Wazbee has been professional in their communications' - do I understand correctly that the casino is working with you directly to resolve the bonus limit issue? Can you please provide an update on the situation?

Kind regards,

Adam

Earlier today I received an email from them stating that the confiscated funds could not be reinstated but they offered me a bonus instead. I accepted while stating that I disagree with their stance on the confiscated sum, that being said I was interested in moving on the bonus offer was sufficient.

Hello Omar and Adam,

Thank you for your patience.

After thoroughly reviewing the case, we were unfortunately not able to reach a conclusive resolution with the player regarding this specific matter. 

However, we have identified common ground that allows for continued cooperation and positive engagement going forward.

Kind regards,

Wazbee Casino

Hello Wazbee Casino,

Thank you for your response. Can you please explain the situation from your side? Was the bonus cap applied to the winnings twice?

Kind regards,

Adam

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear omarabadawi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Adam