5bet Casino - Die Auszahlung des Spielers wird teilweise einbehalten.

The casino offers a €13 deposit promotion, which includes 200 spins on the "Snop Dog" slot. After winning and playing a few hands of blackjack, I withdrew, given the no rules on wagering. After making the withdrawal, two days later the bonus was declined and deducted, leaving me with €6.13 out of the €53 I was withdrawing.

Il casinò ha come promozione a fronte di un deposito di 13€ 200 spins su slot "snop dog" dopo aver vinto e fatto qualche mano al blackjack ho prelevato visto nessuna regola su wager. Dopo aver fatto il prelievo, dopo 2 giorni mi viene declinato e sottratto il bonus, lasciandomi con 6.13€ al fronte dei 53€ che stavo prelevando.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 5bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in?
• Was your player's account verified?
• Did the casino not return your deposit in full to your balance?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi, yes, I still have access to my account, it's verified, and the casino only refunded me €6.13, which is all I have left from my initial €13 deposit.

Salve, si ho ancora accesso all'account, l'account è verificato e il casinò mi ha restituito solo 6.13€ che sono i soldi che mi sono rimasti dal mio deposito iniziale di 13€.

Hello nyqotz,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear nyqotz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello nyqotz,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to 5bet Casino to participate in this discussion.

Dear 5bet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nyqotz,

I have managed to contact the casino team. They informed me that they had identified an unusually high number of players from Italy who registered within a similar timeframe and claimed the same promotion.

While this alone would not, in our view, constitute a breach of the casino's rules, the additional information provided by the casino offers some grounds for its concerns and subsequent action.

However, several points still require clarification before I can reach a fair and informed conclusion. I am continuing to discuss these matters with the casino team and will update you once I receive further information.

In the meantime, could you please clarify whether any of your family members, friends, or acquaintances hold an account with 5bet Casino?

If so, have you played at the casino around the same time as them — for example, during a shared visit? Have you used a VPN program or application when accessing or playing at the casino?

Why have you deposited only this particular amount?

Could you also confirm which devices you have used to register and play at 5bet Casino?

I would appreciate your cooperation in providing this information in as much detail as possible.