20bets Casino - Os ganhos do jogador foram confiscados.

I opened an account at 20Bet and made a deposit of 50 EUR. I then activated the welcome bonus of 50 EUR. To receive the bonus, I had to wager the amount 40 times, which I duly did. After meeting the wagering requirements, I won a total of 2800 EUR.

However, this winnings were recently deducted in full on the grounds that I had violated a rule that states that the maximum bet with an active bonus may be 5 EUR. The problem: I never played with bets of more than 5 EUR and always acted within the terms and conditions. Nevertheless, the entire winnings of 2750 EUR were deducted from me.

What also bothers me is that not only the amount I won through supposedly incorrect bets was deducted from me, but the entire sum.

I have read through 20Bet's T&Cs but I could not find any clear rule regarding table games that could affect my case. I am simply told that I violated the "maximum bet rule" without explaining exactly where and how this happened.

Please help me because a lot of money is involved here and it has been completely taken from me.

Ich habe bei 20Bet ein Konto eröffnet und eine Einzahlung von 50 EUR getätigt. Im Anschluss habe ich den Willkommensbonus von 50 EUR aktiviert. Um den Bonus zu erhalten, musste ich den Betrag 40-mal umsetzen, was ich auch ordnungsgemäß getan habe. Nach dem Erfüllen der Umsatzbedingungen habe ich insgesamt 2800 EUR gewonnen.

Allerdings wurde mir dieser Gewinn kürzlich komplett abgezogen, und zwar mit der Begründung, dass ich gegen eine Regel verstoßen habe, die besagt, dass der maximale Einsatz mit aktivem Bonus 5 EUR betragen darf. Das Problem: Ich habe nie mit Einsätzen von mehr als 5 EUR gespielt und immer im Rahmen der Bedingungen agiert. Trotzdem wurde mir der gesamte Gewinn von 2750 EUR abgezogen.

Was mich zusätzlich stört, ist, dass mir nicht nur der Betrag, den ich durch vermeintlich falsche Einsätze gewonnen habe, abgezogen wurde, sondern die gesamte Summe.

Ich habe die AGBs von 20Bet durchgelesen, konnte jedoch keine klare Regel zu den Tischspielen finden, die meinen Fall betreffen könnte. Mir wird lediglich gesagt, dass ich gegen die „maximale Einsatzregel" verstoßen habe, ohne dass genau erklärt wird, wo und wie das passiert sein soll.

bitte helfen sie mir da es sich hier um viel geld habdelt und es wurde mir komplett abgezogen.

Dear Seroseroo2,

Thank you very much for submitting your complaint.

I’m sorry to hear about your situation with 20Bets and the deduction of your winnings. I understand how frustrating this must be, especially when you believe you followed the terms and conditions correctly. To help us look into this matter further, I’d like to ask a few more questions:

• Did the casino specify exactly which bets they claim exceeded the €5 limit?
• Have you requested a detailed explanation from 20Bets, including timestamps or game rounds where the alleged violation occurred? If so, what was their response?

To move forward, I strongly recommend that you request your full game history from the casino and forward it to us at petronela.k@casino.guru. This should include timestamps, bet amounts, and game types, which will help us verify whether any bets exceeded the allowed limit. Additionally, please send us any relevant communication you’ve had with the casino regarding this issue.

Your cooperation is crucial in helping us mediate this situation effectively. The more details we have, the better we can advocate for you.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I would like to inform you that I also played blackjack and placed bets of over 5 euros. However, I assume that table games should not be taken into account according to the bonus terms and conditions.

I have not yet made a formal request about this, but I have already sent an email to support and they informed me that I need to submit some documents to get the transaction history. I will submit the relevant documents as soon as possible.

How do you generally assess the chances of success of my appeal?

ich möchte Sie darüber informieren, dass ich auch Blackjack gespielt habe und dabei Einsätze über 5 Euro platziert habe. Allerdings gehe ich davon aus, dass Tischspiele gemäß den Bonusbedingungen nicht berücksichtigt werden sollten.

Ich habe diesbezüglich noch keine formelle Anfrage gestellt, jedoch bereits eine E-Mail an den Support gesendet. Dort wurde mir mitgeteilt, dass ich einige Dokumente einreichen muss, um den Transaktionsverlauf zu erhalten. Ich werde die entsprechenden Unterlagen schnellstmöglich einreichen.

Wie schätzen Sie generell die Erfolgsaussichten meines Einspruchs ein?

Dear Seroseroo2,

Thank you for your reply and for providing additional context regarding your situation.

After reviewing the bonus terms and conditions, I must inform you that the maximum bet allowed during an active bonus is €5 per spin/bet, as outlined in the rules.

11. The maximum Bet amount you can place when you have an Active Bonus is 5 €/$/£ per spin on a game. Spins with bets higher than 5 €/$/£ will be excluded from the wagering requirement and winnings will be forfeited.

Since you placed multiple bets exceeding this limit while playing blackjack, unfortunately, we will not be able to assist in retrieving your winnings.

I understand that this is frustrating, especially when you believed that table games might not be taken into account. However, based on the terms and conditions of the bonus, any bet exceeding the allowed limit, regardless of the game, can result in the forfeiture of winnings.

I recommend reviewing the bonus terms carefully before participating in similar promotions in the future to avoid this issue.

Is there anything else we can assist you with regarding this matter or any other issue?

Please feel free to reach out if you need further help.

Dear Seroseroo2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Seroseroo2,

As we have not received any further response from you within the given time frame, we are now closing your complaint. Unfortunately, based on the bonus terms and conditions, bets exceeding the allowed limit of €5 during an active bonus result in the forfeiture of winnings.

Given these circumstances, we are unable to assist you further in retrieving your winnings, and we must reject your complaint.

Should you have any other concerns in the future, feel free to reach out.

Best regards,

Petronela

Casino.Guru