Am I in the wrong?

Bronze

Canadá

há 11 meses

OriginalTradução

Hey everyone, I need your opinion on a situation I’m dealing with, and I want to know if I’m in the wrong or if the casino is just scamming me.

Here’s what happened:

I made a deposit and received a "Second Deposit Casino" bonus, but I never used the bonus funds.

I played blackjack using only my deposited money and won $3,500.

The casino is now refusing to pay out my winnings, claiming I broke their rule that says you can’t bet more than $5 while a bonus is active.

Here’s the issue:

I never touched the bonus funds. My bet history proves that all my winnings came from real money.

Their terms say the $5 limit applies to bonus funds, but they’re applying it to all funds in my account, even though I never used the bonus.

If simply having a bonus balance means all your money is locked under their rules, isn’t that deceptive? They let you deposit large amounts but then claim you can’t bet more than $5?

I’ve contacted them multiple times, and they keep copy-pasting the same response, ignoring the fact that my winnings had nothing to do with bonus money.

Jaro

BenHabs27

Forum and Reviews Administrator

BenHabs27

há 11 meses

OriginalTradução

Hello, I would like to start by asking what kind of casino this is.

My second question is did you activate the bonus or not? Or was it activated because you got it right away? If so, then the same conditions apply as for the bonus and that's why it could have happened. So I guess that would be important in this case.

Can you clarify that for me?

BenHabs27

Bronze

Canadá

há 11 meses

OriginalTradução

It's TonyBet Casino.

So I clicked the 50% bonus deposit and the money gets divided into bonus money and real money. Never used the bonus money just played blackjack and won righht away.

Jaro

BenHabs27

Forum and Reviews Administrator

BenHabs27

há 11 meses

OriginalTradução

It is possible that what happened in this case is that the bonus was triggered and therefore you have a bonus and real money. It is normal that when you have a bonus this is the way it is.

Have you tried to communicate this with the casino? What did they tell you?

BenHabs27

Bronze

Canadá

há 11 meses

OriginalTradução

Yes I've contacted the casino multiple times, and they keep giving me the same generic response, ignoring the key issue. I understand that when a bonus is active, there are restrictions, but my point is that I never used the bonus fundsI only played with my deposited money. My bet history proves this.

If their policy applies the 10$ betting limit to all funds in the account, even untouched real money, then thats extremely misleading. Nowhere do they clearly state that simply having a bonus balance (even if unused) means all winnings will be voided. They allow you to deposit large amounts, then retroactively claim you broke their rules when you win.

So my question is: If I never used the bonus money, why should my real money winnings be confiscated? That's what they refuse to address.

Jaro

BenHabs27

Forum and Reviews Administrator

BenHabs27

há 11 meses

OriginalTradução

Okay then, I was going to recommend that you file a complaint and then we'll try to see if we can help you somehow, but you already have.

So in this case we'll have to wait and see how things progress.

Understand what you are trying to tell me and, as I said, we will assist you and, whatever the outcome, you will get an explanation from us as to whether it will turn out well or badly.

I hope it can be resolved somehow.

Am I in the wrong?

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