5bet Casino - Die Auszahlung des Spielers wurde einbehalten.

I was invited to sign up for a 200-free spin bonus with a €15 deposit. I initially deposited €15 USDC, but lost it. With the €200 free spin bonus, I managed to win €400. I tried to withdraw it, but they told me I had to deposit in the same currency I deposited with. So I deposited another €14, this time using a method that allowed me to withdraw in euros, and started playing again. I reached €300, tried to withdraw, but the withdrawal was canceled, and all my funds were stolen, citing the 10.9 rule, which alleges fraudulent use of bonuses.

Before withdrawing, I also performed KYC verification, so it's clear that the bonus use is not fraudulent but real and that the casino simply refuses to pay out winning players.

Invitato ad iscrivermi al sito per un bonus di 200 freespin con un deposito di 15 euro mi iscrivo. Deposito inizialmente 15USDC e li perdo. Con il bonus dei 200 freespin riesco a vincere 400 euro, provo a prelevarli e mi dicono che devo depositare con la stessa valuta con cui ho depositato. Allora deposito altri 14 euro questa volta tramite una modalità con cui potessi poi prelevare in euro, e ricomincio a giocare. Arrivo a 300 euro, provo a prelevare, il prelievo viene annullato e i fondi mi vengono tutti sottratti appigliandosi al 10.9 che parla di utilizzo fraudolento dei bonus.

Prima di prelevare ho effettuato anche la verifica KYC, di conseguenza è evidente che l'utilizzo del bonus non sia fraudolento ma reale e che il casinò si rifiuta semplicemente di pagare i giocatori vincenti.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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.

• Have you managed to withdraw your deposited funds already?
• Could you please specify which documents the casino asked for?
• Have you saved the communication in which support asked you to deposit again?
• 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