Amonbet Casino - Die Gewinne des Spielers wurden eingezogen.

Problem with prize cancellation at AmonBet Casino

Hello Casino Guru,

I would like to report a problem with AmonBet Casino.

I received a €75 bonus and fully met the wagering requirements (10x wager). After that, I had €500 in real money credit in my account.

I continued playing with this credit and won €4,400.

However, the casino deducted approximately €3,250 from my account, stating that the maximum bonus winnings had been reached.

In my opinion, that's not correct, since the bonus was fully wagered and I only played with real money afterwards.

I request help and an assessment of whether this procedure by the casino is fair and compliant with the rules.

Thank you for your support.

Problem mit Gewinnstreichung bei AmonBet Casino

Hallo Casino Guru,

ich möchte ein Problem mit dem AmonBet Casino melden.

Ich habe einen 75 € Bonus erhalten und die Umsatzbedingungen (10× Wager) vollständig erfüllt. Danach hatte ich 500 € Echtgeld-Guthaben auf meinem Konto.

Mit diesem Guthaben habe ich weitergespielt und 4.400 € gewonnen.

Das Casino hat mir jedoch ca. 3.250 € abgezogen mit der Begründung, dass der maximale Gewinn des Bonus erreicht sei.

Meiner Ansicht nach ist das nicht korrekt, da der Bonus vollständig umgesetzt war und ich anschließend nur mit Echtgeld gespielt habe.

Ich bitte um Hilfe und Bewertung, ob dieses Vorgehen des Casinos fair und regelkonform ist.

Vielen Dank für Ihre Unterstützung.

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Dear BoRiii1337,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with your winnings.

I have reviewed the casino’s Bonus Terms and Conditions, and I found the following relevant clause:

"The maximum win is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. It means that the maximum win of a deposit bonus is calculated as the bonus money the player receives multiplied by a maximum win coefficient (x10 by default)."

Based on this, it appears that the casino may be applying a maximum win limit linked to the bonus amount.

To better understand your situation and assess whether this was applied correctly, I would like to ask you a few additional questions:

• Could you please confirm whether this was a deposit bonus or a no-deposit bonus?
• After completing the wagering requirements, did your balance convert from bonus balance to real money balance?
• Could you confirm how much money you were ultimately able to withdraw or keep after the deduction?

Additionally, if you have any relevant communication with the casino or screenshots of your gameplay, bonus details, or balance history, please feel free to forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Complaint regarding AmonBet Casino

Dear Petronela,

Thank you very much for your reply and for looking into my case.

I will gladly answer your questions:

Type of bonus:

It wasn't a deposit bonus. I received €75 as a gift bonus without making a deposit.

Terms of sale:

The sales requirement was 10×, so a total of €750, and I have fully met it.

Account balance after sales:

After I had met the sales requirements, I had about €500 in credit in my account.

Profit:

After that I continued playing and my account balance rose to about €4,400.

Casino promotion:

When I tried to request a withdrawal, it was canceled. The casino informed me that the maximum win was 10 times the bonus amount (€750) and reduced my account balance accordingly to approximately €750. This resulted in roughly €3,250 being removed from my account.

Remaining amount:

After this adjustment, I was only able to request a payout of approximately €750.

I'm a bit confused, as I had fully met the wagering requirements and then continued playing with the remaining balance. Therefore, I don't quite understand why the maximum win rule was still being applied.

I have screenshots of the bonus email, my account balance, and the casino's messages that I would be happy to provide.

Thank you very much for your help in reviewing this case.

Best regards

BoRiii1337

Beschwerde bezüglich AmonBet Casino

Liebe Petronela,

vielen Dank für Ihre Antwort und dafür, dass Sie sich meinen Fall ansehen.

Gerne beantworte ich Ihre Fragen:

Art des Bonus:

Es handelte sich nicht um einen Einzahlungsbonus. Ich habe 75 € als Geschenkbonus ohne Einzahlung erhalten.

Umsatzbedingungen:

Die Umsatzanforderung betrug 10×, also insgesamt 750 €, und ich habe diese vollständig erfüllt.

Kontostand nach dem Umsatz:

Nachdem ich die Umsatzbedingungen erfüllt hatte, hatte ich etwa 500 € Guthaben auf meinem Konto.

Gewinn:

Danach habe ich weitergespielt und mein Kontostand ist auf etwa 4.400 € gestiegen.

Aktion des Casinos:

Als ich eine Auszahlung beantragen wollte, wurde diese storniert. Das Casino teilte mir mit, dass der maximale Gewinn das 10-fache des Bonusbetrags (750 €) beträgt und hat meinen Kontostand entsprechend auf etwa 750 € reduziert. Dadurch wurden ungefähr 3.250 € von meinem Konto entfernt.

Verbleibender Betrag:

Nach dieser Anpassung konnte ich nur noch etwa 750 € zur Auszahlung beantragen.

Ich bin etwas verwirrt, da ich die Umsatzbedingungen vollständig erfüllt hatte und danach mit dem verbleibenden Guthaben weitergespielt habe. Deshalb verstehe ich nicht ganz, warum die Maximalgewinnregel weiterhin angewendet wurde.

Ich habe Screenshots der Bonus-E-Mail, meines Kontostands und der Nachrichten des Casinos, die ich Ihnen gerne zur Verfügung stellen kann.

Vielen Dank für Ihre Hilfe bei der Prüfung dieses Falls.

Mit freundlichen Grüßen

BoRiii1337

Dear BoRiii1337,

Thank you very much for your reply and for providing all the additional details.

After carefully reviewing all the information, I would like to clarify how this situation most likely occurred.

Based on your description, after completing the wagering requirements, your balance was around €500. Since this amount did not exceed the applicable maximum cashout limits (either €750 or €2000, depending on how the bonus was presented), the system likely did not recognize a need to enforce the cap at that stage or prompt you to withdraw. From a user experience perspective, this is indeed problematic, as players are not clearly guided to withdraw at the correct moment, and we consider this to be a poor UX design.

However, since this was a no-deposit bonus, the maximum cashout rule remains applicable.

Additionally, we must inform you that this particular casino had in the past cases where they did not respond to our attempts to mediate (No Reaction Policy). Unfortunately, this means we are unable to effectively engage with them or advocate further on your behalf.

Taking into account that you ultimately received €750 from the €4400 you accumulated, and considering that the promotional email mentioned a potential maximum of €2000, we will adjust the disputed amount accordingly.

Regrettably, due to the casino’s lack of cooperation, we will have to close this complaint as unresolved.

I understand this is not the outcome you were hoping for, but please know that we have done everything within our capabilities under these circumstances.

If you have any additional questions or need assistance in the future, please don’t hesitate to contact us.

Best regards,

Petronela

Casino.Guru

Dear all,

We would like to provide a final clarification regarding this case.

We have been in direct communication with the player, who has confirmed that the winnings in the amount of €1,250 have been successfully received. Under normal circumstances, this would allow us to close the complaint as resolved.

However, during our investigation, it became clear that the withdrawal process was accompanied by significant and repeated issues. These included multiple cancellations of withdrawal requests, repeated requests for additional documentation, and prolonged delays without clear or consistent explanations. Such practices can create unnecessary stress for players and are not in line with a smooth and fair payout process.

In addition, the player has confirmed that, despite explicitly requesting account closure, the casino has refused to close their account, which we also consider a concerning practice.

Taking all of the above into account, we have decided to keep this complaint marked as unresolved. While the payment itself was eventually completed, the overall handling of the situation does not meet the standards we expect from fair and responsible operators.

For transparency purposes, the disputed amount will be adjusted to a symbolic value of €100, as the main portion of the winnings has already been paid.

The complaint description will be updated to accurately reflect the full course of events.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru