GemoBet Casino - Die Gewinne des Spielers wurden aufgrund eines angeblichen Bonusverstoßes konfisziert.

I requested a turnover-free bonus and won a total of €1500.

I cancelled the bonus (the €200 were deducted from the bonus), withdrew €1000, and continued playing with the remaining money.

Now, the payout of the €1000 legitimate winnings has been cancelled. The reason given is that the remaining "real money" violated the bonus terms and conditions, even though the bonus had been cancelled. (There was no second payout)

If there had been a second withdrawal, I can perhaps understand to some extent. However, since the only withdrawal was completely legitimate, this rejection of payout is a joke to me.

The live chat did not help me much. Instead, the young "lady" tried throwing around some rules that are not listed anywhere in the bonus terms and conditions.

Ich habe einen Umsatzfreien Bonus beantragt und in Summe 1500€ gewonnen.

Ich habe den Bonus storniert (die 200€ wurden vom Bonus abgezogen), 1000€ ausgezahlt und mit dem restlichen Geld weiter gespielt.

Jetzt wurde die Auszahlung der 1000€, die völlig legitim gewonnen wurden, storniert, mit der Begründung, dass man mit dem restlichen "Echtgeld" gegen die Bonusbedingungen verstoßen hätte, obwohl der Bonus storniert wurde. (Es hat keine zweite Auszahlung stattgefunden)

Wenn es zu einer zweiten Auszahlung gekommen wäre, könnte ich es ja noch ein Stück weit nachvollziehen. Da die einzige Auszahlung aber komplett legitim gewonnen wurde, ist für mich diese Auszahlungsablehnung ein Witz.

Der Live-Chat hat mir nicht wirklich weitergeholfen. Stattdessen versuchte die junge "Dame" irgendwelche Regeln in den Raum zu werfen, die aber nirgendwo in den Bonusbedingungen ersichtlich sind.

Dear dnL1337,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you played with?
• Did the casino specify which rule was breached? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. 

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

Best regards,

Kristina

The game was played with a 100% bonus without wagering requirements.

The specified game San Quentin was only played after the bonus was cancelled and a withdrawal was made.

For any inquiries, I'm willing to help.

Gespielt wurde mit einem 100% Bonus ohne Umsatzanforderungen. 

Gespielt wurde das angegebene Spiel San Quentin erst, nachdem der Bonus storniert und eine Auszahlung vorgenommen wurde. 

Für Rückfragen stehe ich gerne zur Verfügung.

Thank you for your reply, dnL1337. It seems that the casino accused you of breaching the maximum allowed bet of €4 and playing restricted games.

Our position regarding maximum allowed bets 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 [email protected].

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

Thank you in advance for your reply.

I activated a bonus, won and then canceled the bonus.

then I paid out part of the winnings and continued playing with the remaining winnings (bonus buys etc.) After that, no further payouts were made.

The casino is now accusing me of having exceeded the maximum bet because I continued playing with higher stakes after cancelling the bonus.

Ich habe einen Bonus aktiviert, gewonnen und anschließend den Bonus storniert.

dann habe ich mir einen Teil des Gewinns ausgezahlt und mit dem restlichen Gewinn weitergespielt. (Bonus Buys etc) Danach hat keine weitere Auszahlung stattgefunden.

das Casino wirft mir nun vor, den maximalen Einsatz überschritten zu haben, weil ich, nachdem ich den Bonus storniert habe, mit höheren Einsätzen weitergespielt habe.

Please provide all the information I requested in my previous message.

Dear dnL1337,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.