MostBet Casino - Die Gewinne des Spielers werden eingezogen.

Subject: Confiscation of winnings - Hidden maximum winning limit

I am filing a complaint against Mostbet casino due to the unauthorized seizure of my winnings.

Progress:

1. I received a bonus of 100 Free Spins.

2. From these points I won the initial 209 CZK.

3. The terms and conditions displayed for the bonus only stated a wagering requirement of x30.

4. I duly fulfilled this requirement. During the rollover, I increased my balance to 26,000 CZK.

5. When I met the conditions, the system transferred only 209 CZK to my real account and deleted the remaining 25,791 CZK.

The crux of the dispute:

The casino applied a Max Cashout limit of the original bonus amount. However, this limit was NOT stated in the specific bonus offer I accepted. The only visible requirement was a x30 wagering requirement.

I find it misleading and unfair to apply a rule hidden deep in the General Terms and Conditions unless it is clearly stated directly in the specific promotion. I played the game knowing that I could withdraw my winnings after meeting the conditions.

I request that the missing CZK 25,791 be added to my gaming account.

Thanks

Předmět: Zabavení výhry - Skrytý limit maximální výhry

Podávám stížnost na kasino Mostbet z důvodu neoprávněného zabavení mé výhry.

Průběh:

1. Obdržel jsem bonus 100 Free Spinů.

2. Z těchto toček jsem vyhrál počátečních 209 Kč.

3. Podmínky zobrazené u bonusu uváděly pouze požadavek na protočení (wagering) x30.

4. Tento požadavek jsem řádně splnil. Během protáčení jsem navýšil svůj zůstatek na 26 000 Kč.

5. Ve chvíli, kdy jsem splnil podmínky, mi systém převedl na reálný účet pouze 209 Kč a zbylých 25 791 Kč smazal.

Jádro sporu:

Kasino uplatnilo limit maximální výhry (Max Cashout) ve výši původního bonusu. Tento limit však NEBYL uveden v konkrétní nabídce bonusu, kterou jsem přijal. Jediná viditelná podmínka byla protočení x30.

Považuji za klamavé a nefér uplatňovat pravidlo skryté hluboko ve Všeobecných obchodních podmínkách, pokud není jasně uvedeno přímo u konkrétní akce. Hru jsem hrál s vědomím, že po splnění podmínek mohu výhru vybrat.

Žádám o dopsání chybějících 25 791 Kč na můj herní účet.

diky

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tomik166,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Mostbet Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please attach a link to the promotion you have played with? Alternatively, you can post a screenshot displaying the rules of the promotion.
• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Promotion link : Unfortunately, I no longer have a direct link to the promotion, as the offer disappeared from the app after the bonus was activated and redeemed. However, I can confirm with certainty that when activating the bonus (100 FS), only the wagering requirement of x30 was visible in the specific rules. No information about "Max Cashout" or winning limit was provided there.

2. Awareness of the terms and conditions : No, I was not informed of this. There was no warning in the offer that after the wagering requirement was met, additional limits would apply or that the balance would be cut to the level of the original bonus. I played in good faith that after the wagering requirement was met, the entire balance would be mine.

3. Balance status : During the rollover requirements, the amount was displayed as "Bonus balance". When I successfully completed the last bet required for the rollover, this balance (26,000 CZK) should have been automatically converted to "Real money / Available for withdrawal". Instead, the system made a correction at the same time - it deducted most of the money and transferred only 209 CZK to the real balance.

Thank you for your help.

Odkaz na akci: Bohužel, přímý odkaz na propagační akci již nemám k dispozici, protože po aktivaci a využití bonusu nabídka z aplikace zmizela. Mohu však s jistotou potvrdit, že při aktivaci bonusu (100 FS) byla v konkrétních pravidlech viditelná pouze podmínka protočení (wagering) x30. Žádná informace o "Max Cashout" nebo limitu výhry tam uvedena nebyla.

2. Informovanost o podmínkách: Ne, nebyl jsem o tom informován. V nabídce nebylo žádné upozornění, že by po splnění požadavku na protočení (wagering) platily další limity nebo že by došlo k ořezání zůstatku na úroveň původního bonusu. Hrál jsem v dobré víře, že po splnění protočení bude celý zůstatek můj.

3. Stav zůstatku: Během plnění podmínek protočení se částka zobrazovala jako "Bonusový zůstatek". Ve chvíli, kdy jsem úspěšně dokončil poslední sázku nutnou k protočení, měl se tento zůstatek (26 000 Kč) automaticky převést na "Reálné peníze / K výběru". Místo toho systém v ten samý okamžik provedl korekci – odečetl většinu peněz a na reálný zůstatek převedl pouze 209 Kč.

Děkuji za pomoc.

Hello, Attila,

I am attaching two new pieces of crucial evidence that confirm the casino's unfair practices:

1. Email (Attachment 1): The casino wrote to me that my appeal was "successfully resolved". This is a lie/misleading because they did not refund my money.

2. Chat (Attachment 2): Support finally admitted the real reason to me. They claim that the "payout=1" parameter was set on my bonus. This means that they limited my winnings to the value of the bonus itself (approx. 207 CZK) and deleted my entire winnings of 26,000 CZK, citing "casino rules".

My opinion:

This limit (payout=1) makes the bonus practically worthless (you can't win more than you deposit). The main problem is that this condition WAS NOT stated in the offer I activated. Only the wagering requirement was visible, which I fulfilled. I consider it fraudulent to apply such a drastic limit based on hidden rules.

I am asking for help in recovering my legitimate winnings.

Dobrý den, Attilo,

přikládám dva nové zásadní důkazy, které potvrzují nefér jednání kasina:

1. E-mail (Příloha 1): Kasino mi napsalo, že mé odvolání bylo "úspěšně vyřešeno". To je lež/zavádějící, protože peníze mi nevrátili.

2. Chat (Příloha 2): Podpora mi konečně přiznala skutečný důvod. Tvrdí, že na mém bonusu byl nastaven parametr "payout=1". To znamená, že limitovali mou výhru pouze na hodnotu samotného bonusu (cca 207 Kč) a celou mou výhru 26 000 Kč smazali s odvoláním na "pravidla kasina".

Mé stanovisko:

Tento limit (payout=1) činí bonus prakticky bezcenným (nemůžete vyhrát víc, než vložíte). Hlavní problém je, že tato podmínka NEBYLA uvedena v nabídce, kterou jsem aktivoval. Viditelná byla pouze podmínka protočení (wagering), kterou jsem splnil. Aplikovat takto drastický limit na základě skrytých pravidel považuji za podvodné jednání.

Prosím o pomoc s vymáháním mé oprávněné výhry.

Dear Tomik166,

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,

Attila

Hello Tomik166,

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.

In the meantime, could you please confirm whether the 100 Free Spins bonus was a no-deposit bonus, a deposit bonus, or another type of bonus?

You mentioned that it was accessible in the application. How did you go about claiming it? Were there any specific conditions to receive the bonus, or was it simply a matter of tapping 'claim'?

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

Dear MostBet Casino,

Could you please provide clarification on how the player was made aware of the bonus rules in question? What specific rules were in place, and why was there no mention of a maximum amount of winnings that can be obtained from this particular bonus, as the player mentioned? Additionally, aside from reaching out through live chat, how else could the player have been clearly informed about this limitation?

If there are any further details pertinent to this matter that cannot be shared publicly, please do not hesitate to contact me directly at michal.k@casino.guru.

Hello, Dear Tomik166 and Casino Guru!

We are sorry that you have a negative impression of our service. 

After you successfully completed the wagering requirements, the bonus was converted according to its specific terms. This particular promotion had a "payout=1" condition, which means the maximum amount that can be transferred to your real balance is equal to the initial bonus amount of 207.4 CZK. The remaining bonus funds were then forfeited as per this rule.

 There are various bonuses, and the site rules state that the bonus terms and conditions are determined by the bookmaker. All information is specified in our rules.

Before using any promotions, you can read the terms and conditions yourself, and if you still have questions, you can contact us directly via online chat or email us at support@mostbet.com. Our specialists work 24/7 and are always ready to help.

Have a nice day!

Best regards, Mostbet.

Hello, Michal,

Thank you for taking on the complaint. Here are the answers to your questions:

1. Bonus Type: It was 100 Free Spins. If I remember correctly, it was a "No Deposit" bonus or loyalty/activity reward that appeared in the promotions section.

2. How I claimed it: The bonus appeared in the app in the "Bonuses/Promos" section. I simply clicked the "Activate" (or "Claim") button.

3. Conditions and visibility: No specific conditions regarding the winning limit (Max Cashout) were displayed at the time of activation or during the fulfillment of the conditions.

• The only visible condition was "Wager x30".

• If the bonus clearly stated "Max. win = 200 CZK" (Payout=1), I would never play this bonus and spend hours spinning thousands of crowns only to win zero in the end.

• I consider it predatory and deceptive if a casino applies the "Payout=1" rule (which de facto voids any winnings above the starting amount) and hides it only in the general terms and conditions, instead of stating it directly next to the bonus activation button.

Reaction to the casino's statement:

The casino admits in its response that it applied the "payout=1" rule. However, I insist that this key limiting condition was not communicated to me in advance in the specific offer. Referring to the "General Rules" for such a drastic limit (where the player cannot realistically win anything) is unfair.

as you can see in the screenshots I attached as evidence.

Dobrý den, Michale,

děkuji za převzetí stížnosti. Zde jsou odpovědi na vaše otázky:

1. Typ bonusu: Jednalo se o 100 Free Spinů. Pokud si dobře vzpomínám, byl to bonus "bez vkladu" (No Deposit) nebo odměna za věrnost/aktivitu, která se mi objevila v sekci promo akcí.

2. Jak jsem ho nárokoval: Bonus se objevil v aplikaci v sekci "Bonusy/Promo". Jednoduše jsem kliknul na tlačítko "Aktivovat" (nebo "Nárokovat").

3. Podmínky a viditelnost: V momentě aktivace a ani během plnění podmínek nebyly zobrazeny žádné specifické podmínky o limitu výhry (Max Cashout).

• Jediná viditelná podmínka byla "Wager x30".

• Pokud by u bonusu bylo jasně napsáno "Max. výhra = 200 Kč" (Payout=1), nikdy bych tento bonus nehrál a nestrávil hodiny protáčením tisíců korun, abych ve výsledku mohl vyhrát nulu.

• Považuji za predátorské a klamavé, pokud kasino aplikuje pravidlo "Payout=1" (které de facto anuluje jakoukoliv výhru nad rámec startovní částky) a schovává ho pouze do všeobecných obchodních podmínek, místo aby ho uvedlo přímo u tlačítka pro aktivaci bonusu.

Reakce na vyjádření kasina:

Kasino v odpovědi přiznává, že uplatnilo pravidlo "výplata=1". Já však trvám na tom, že tato klíčová omezující podmínka mi nebyla předem sdělena v konkrétní nabídce. Odkazovat se na "Všeobecná pravidla" u takto drastického limitu (kde hráč nemůže reálně nic vyhrát) je nefér.

jak múžete vidět na screenech co jsem přiložil jako dúkaz.

screenshots of the rules):

1. General Rules (Rule 2.8): The casino only confirms my words. This limit (payout=1) is hidden deep in the General Rules under point 2.8. My argument stands: Such a fundamental limitation ("you can win max. as much as the bonus") must be stated directly next to the activation button, not in the long text of the general terms and conditions, which is displayed only after clicking on it.

2. Offer image (bottom): The casino has attached an illustrative image of some "50% + 40 FS" bonus (apparently a deposit bonus), where there is a "Payout" line.

• But this is not my bonus! I activated "100 Free Spins".

• The fact that they have a "Payout" line for other bonuses does not prove that it was also displayed for my offer. I did not see any such line there.

• The casino did not provide me with a screenshot of my specific offer (100 FS) as it looked at the time of activation. They only send generic images.

It still holds that I was misled because the specific offer I accepted did not include a visible warning about the 1x win limit

screenshoty pravidel):

1. Obecná pravidla (Rule 2.8): Kasino pouze potvrzuje má slova. Tento limit (payout=1) mají schovaný hluboko ve Všeobecných pravidlech pod bodem 2.8. Můj argument trvá: Takto zásadní omezení ("můžete vyhrát max. tolik, kolik je bonus") musí být uvedeno přímo u tlačítka pro aktivaci, nikoliv v dlouhém textu obecných podmínek, které se zobrazí až po rozkliknutí.

2. Obrázek nabídky (dolní část): Kasino přiložilo ilustrační obrázek nějakého bonusu "50% + 40 FS" (zřejmě vkladový bonus), kde je řádek "Payout".

• Toto ale není můj bonus! Já jsem aktivoval "100 Free Spinů".

• To, že mají řádek "Payout" u jiných bonusů, nedokazuje, že byl zobrazen i u mé nabídky. Já jsem tam žádný takový řádek neviděl.

• Kasino mi neposkytlo screenshot mé konkrétní nabídky (100 FS), jak vypadala v době aktivace. Posílají jen obecné obrázky.

Stále platí, že jsem byl uveden v omyl, protože specifická nabídka, kterou jsem přijal, neobsahovala viditelné varování o limitu výhry 1x

Dear MostBet Casino,

Could you please provide a clear and detailed response to the player’s concerns? I would also appreciate your thoughts on how this matter might be resolved in a way that is fair and acceptable to both parties.

Thank you for the additional opportunity to comment on this situation and for your work in resolving disputes.

We strive for maximum transparency, and all bonus terms and conditions, including withdrawal limits, are an integral part of their description.

When a player sees a bonus in the "Bonuses/Promotions" section, there is always an option to view the full and detailed terms and conditions of the offer next to the "Activate" button. This is usually implemented via a "Terms" link, an (i) icon, or a drop-down block. This is where all the parameters are specified: wager, maximum win limit, game restrictions, etc. We attach screenshots of what the user sees at the moment of accrual or before it. 

In this case, the condition "payout = 1" was specified, meaning that the maximum withdrawal is equal to the bonus amount. This information was available to the player before they started playing.

When registering on our website, each user agrees to read and accept our Terms & Conditions. These documents form the basis of our interaction with customers and contain fundamental provisions relating to all bonus programs. In particular, they stipulate that the detailed terms and conditions of each promotion are determined by the operator and are binding. By agreeing to the rules, the player confirms that they understand and accept that in order to receive a bonus, they must familiarize themselves with its specific conditions.

We are always ready to help players understand the rules through our 24/7 customer support service. If the player had contacted us with a question about withdrawal limits before starting to play, we would have been happy to provide them with all the information.

To resolve this situation and leave the player with a more positive impression of our service, we are willing to meet them halfway. We would like to offer the player a no-deposit bonus of CZK 100 with a minimum wager. This will allow him to compensate for the time spent and get a chance to win.

Sincerely, Mostbet

Hello, Michal,

I consider the proposal of the Mostbet casino to offer me an amazing 100 CZK as "generous compensation" for the unjustly confiscated 25,791 CZK to be an absolute mockery and impudence. They can keep the hundred crowns. Of course, I fundamentally reject this "offer".

The casino has been going around in circles for days, sending random illustrative images from completely different games and bonuses in foreign currencies (rubles, etc.), just to mask one simple fact: they have no evidence that the predatory 1x limit was visible on my specific offer (100 Free Spins) when I clicked on it.

I don't have the mood or time to continue assisting with this delaying tactic and arguing over small amounts. Everything has been said and documented from my side. I leave the final decision entirely up to you and the Casino Guru Code of Fair Play. I believe that your portal will not sanction the practice where a casino lures a player with a bonus, lets him spin thousands for hours, and then deletes his winnings based on hidden rules.

Thank you for your time and I await your final verdict.

Dobrý den, Michale,

návrh kasina Mostbet, že mi jako "velkorysou kompenzaci" za neoprávněně zabavených 25 791 Kč nabídnou úžasných 100 Kč, považuji za absolutní výsměch a drzost. Těch sto korun si mohou nechat. Tuto "nabídku" samozřejmě zásadně odmítám.

Kasino se tu už dny točí v kruhu a posílá náhodné ilustrační obrázky z úplně jiných her a bonusů v cizích měnách (rubly apod.), jen aby zamaskovalo jeden prostý fakt: nemají jediný důkaz, že byl predátorský limit 1x viditelný u mé konkrétní nabídky (100 Free Spinů), když jsem na ni klikal.

Nemám už náladu ani čas dál asistovat u této zdržovací taktiky a dohadovat se o drobné. Z mé strany je řečeno i doloženo vše. Nechávám finální rozhodnutí plně na Vás a na Kodexu férového hraní Casino Guru. Věřím, že Váš portál neposvětí praxi, kdy kasino naláká hráče na bonus, nechá ho hodiny protáčet tisíce, a pak mu výhru smaže na základě skrytých pravidel.

Děkuji za Váš čas a čekám na Váš finální verdikt.

Thank you all for your responses.

Both sides presented some valid arguments. Please allow me to share my point of view on the situation.

While in general we believe that if any bonus has a maximum win/withdrawal limit, it should ideally be specified in the bonus description; however, even if it is not, this does not imply that the general bonus T&Cs are inapplicable. Since the "100 Free Spins" bonus was available only to a certain number of players for a limited time; thus, it is not uncommon for such promotions to have less detailed descriptions than standard, regular bonuses. In general, it is always advisable for players to review the casino's broader terms and bonus regulations before claiming any offer, as these apply across the board. When in doubt, reaching out to casino support for clarification before accepting a bonus can also be a helpful step.

I do want to acknowledge that you may feel the applicable version of the terms was not clearly indicated, and I respect that concern. However, based on the information available to us, we are not in a position to conclude that the casino acted outside of its own rules.

You solely played the entire time with the "free money" from the casino. I completely understand that one of the primary reasons for participating in the casino is the chance to win; however, it is crucial to keep in mind that the main objective of the casino is "entertainment." The no-deposit bonuses or no-deposit free spins essentially serve as complimentary funds from the casino to enjoy the games or enhance gameplay with the potential to win a certain amount. Please be aware that almost all no-deposit bonuses include specific restrictions. From a user experience perspective, I agree that clearer notifications about withdrawal limits once wagering is completed would certainly be beneficial and could prevent confusion. I certainly encourage the casino to implement such improvements for the future. However, even the absence of such a notification does not negate the validity of the actual bonus rules or the general terms and conditions. In this case, we are discussing funds derived solely from the no-deposit Free spins bonus, which was not offered as a "no-rules" bonus.

I do want to point out that the casino did extend an offer for the inconvenience, which, given the circumstances, seems to reflect at least some willingness to find common ground. I completely understand if that offer doesn't feel sufficient from your perspective, and you are absolutely within your rights to decline it. Please know that I respect your decision; however,

Based on the information and evidence available, the casino appears to have acted in line with the terms and conditions that were accepted when the account was created and the bonus was claimed. While I can understand that this may not be the response you hoped for, Tomik166, and from a user experience point of view, this situation is certainly far from ideal, however, I have not identified that the casino’s actions were inconsistent with its stated rules in this particular situation.

Please do not hesitate to inform me if I have missed anything or if there is still something that remains unclear and needs additional clarification.

Ok, send me an incredible 100kc as compensation and thanks, never again.

Goodbye.

Ok, pošlete mi neuvěřitelných 100kc jako kompenzaci a díky, nikdy více.

nashle.

Dear Tomik166, you have been credited with a bonus of CZK 100, wager 1, maximum win CZK 100, wagering period 7 days.

Please confirm that the complaint has been resolved.

Have a nice day!

Your Mostbet

Dear Tomik166,

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 Tomik166,

Please confirm that you have received the CZK 100 as indicated by the casino team.

Furthermore, please inform me if there is anything else I can assist you with, or if I may regard this matter as clarified/addressed.

Dear Tomik166,

Although the matter seems to have been clarified, and you have most likely received the CZK 100 as indicated by the casino team, we have not received clear confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given the circumstances and your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint as rejected.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll be happy to assist in any way we can.

Best regards,

Michal

Casino Guru