20Bet Casino - Os ganhos do jogador foram confiscados.

Good morning,

I am writing to you with an official complaint about the 20Bet betting platform.

I first lost approximately CZK 35,000 on the platform, then deposited the last CZK 5,000, for which I received a bonus of CZK 2,500. When I rolled over the bonus, I did not receive any notification that I had violated any terms.

After the bonus was wagered, I had 8,000 CZK left in my account and nothing happened, so I continued playing. During the next game, I won a nice 124,000 CZK, which I wanted to withdraw the next day.

However, my withdrawals were denied on the grounds that I had won all of my winnings using their bonus, even though I had my own 5,000 CZK in the game. They then sent me a message that I had made several spins for amounts of 130-162 CZK (and not a single crown of that) which supposedly violates the 125 CZK limit, but I was not even warned about any such limit.

In my opinion, this is an excuse not to pay my money.

I consider this behavior to be completely unjustified, dishonest and unfair. I ask for your help in investigating this case, returning my winnings and canceling my account, as well as ending all communication with me.

Thank you for your attention and I hope to resolve my case soon.

Best regards,

Dobrý den,

obracím se na vás s oficiální stížností na sázkovou platformu 20Bet.

Na platformě jsem nejprve prohrál přibližně 35 000 Kč, poté jsem vložil posledních 5 000 Kč, za které jsem obdržel bonus 2 500 Kč. Při protočení bonusu mi nepřišlo žádné upozornění, že bych porušil jakékoli podmínky.

Po dotočení bonusu mi na účtu zůstalo 8 000 Kč a nic se nedělo, takže jsem pokračoval v hraní. Během další hry jsem vyhrál krásných 124 000 Kč, které jsem chtěl následující den vybrat.

Výběry mi však byly zamítnuty s odůvodněním, že jsem celou výhru získal pomocí jejich bonusu, přestože jsem ve hře měl svých vlastních 5 000 Kč. Následně mi poslali zprávu, že jsem provedl několik zatočení za částky 130–162 Kč (a ani koruna z toho) což prý porušuje limit 125 Kč, ale nebyl jsem na žádný takový limit ani upozorněn.

Podle mého názoru se jedná o záminku k nevyplacení mých peněz.

Považuji toto jednání za zcela neoprávněné, nečestné a neférové. Žádám vás o pomoc s prošetřením tohoto případu, o navrácení mé výhry a zrušení mého účtu, stejně tak o ukončení veškeré komunikace se mnou.

Děkuji za vaši pozornost a doufám v brzké vyřešení mého případu.

S pozdravem,

Dear hhtcszbnqk,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience at 20Bet Casino. I checked the bonus T&Cs and I found this:

1e. Unless otherwise stated in the special terms and conditions, the maximum bet with an active casino bonus is 125 CZK (5 EUR/5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP/3,000 CRC/20,000 COP/60,000 UZS/17,500 MNT/100,000 LAK/10 AZN/ 130 HNL/ 210 UYU/ 100 ZAR). The purchase of any game features, in particular re-spins, will be added to your bet amount. If the player, while the bonus is active, exceeds the maximum amount, the 20bet bonus and the corresponding winnings will be forfeited. If the currency of your account is not indicated - the maximum bet amount is equal to 5 euros in your currency.

Our position is closely explained in Fair Gambling Codex : The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is natalia.b@casino.guru .

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear hhtcszbnqk, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at 20Bet Casino. I checked the bonus T&Cs and I found this: 

1e. Pokud není ve speciálních podmínkách uvedeno jinak, je maximální sázka s aktivním casino bonusem 125 CZK (5 EUR/5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP/3,000 CRC/20,000 COP/60,000 UZS/17,500 MNT/100,000 LAK/10 AZN/ 130 HNL/ 210 UYU/ 100 ZAR). Zakoupení jakýchkoliv herních funkcí, zejména opětovného zatočení, bude přidáno k vaší vsazené částce. Pokud hráč, při aktivním bonusu, přesáhne maximální částku, vyhrazuje si 20bet bonus a příslušné výhry zrušit. Pokud není uvedena měna vašeho účtu - maximální částka sázky se rovná 5 eurům ve vaší měně. 

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is natalia.b@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you for your response.

I would like to clarify the situation regarding my gameplay. The total win from the bonus itself was only 8,000 CZK. After meeting the wagering requirements and finishing the bonus, I continued playing with my own balance without an active bonus attached.

Unfortunately, it seems that the casino considered my later winnings — achieved after completing the bonus wagering — as still affected by the previous max bet rule, which should not apply once the bonus is no longer active.

Could you please review my game history carefully and check when the bonus wagering was completed? The bets made and winnings achieved after that point should not be subject to the max bet limitation anymore.

Thank you very much for your help and understanding.

Best regards

Can I send you the game history by email? I can't insert it here! 🙁

Můžu Vám historii her poslat do e-mailu ? Nejde mi to sem vložit ! 🙁

Dear hhtcszbnqk, thank you for sharing your game history. I have analyzed your bets and can see that you made 44 bets (135-162 CZK) over the maximum limit of 125 CZK. I understand how disappointing this situation might be for you, however, the casino acted following its terms, as your illegitimate winnings from the bonus led to higher winnings after the bonus wagering was over. Bets over the limit are forbidden, and it is checked upon the withdrawal request. Ideally, this rule should be implemented by software to prevent players from making bets over the limit, but, unfortunately, it is still not a common practice, and not all casinos have this technical feature on their websites.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia