Opabet Casino - Das Echtgeldguthaben des Spielers wurde eingezogen.

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 davidon1997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your real money balance at Opabet.

To better understand your situation, could you please clarify the following questions?

• When did you deposit the €700 and receive the bonus?
• Can you provide the exact date and time when the bonus was cancelled?
• Did you make any bets after receiving the bonus?

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

Best regards,

Petra

Hello Petra,

Thank you very much for your feedback.

• According to the screenshot, I activated the bonus on March 24th; the deposit was made on that date.
• The bonus was cancelled a few hours later, as can also be seen in the screenshot.
• In the meantime, I placed some bets; they were standard single bets without large amounts.

Hallo Petra,

vielen Dank für deine Rückmeldung.

• den Bonus habe ich am 24.03. lt. Screenshot aktiviert hier wurde die Einzahlung getätigt
• der Bonus wurde einige Stunden später wie ebenfalls am Screenshot ersichtlich storniert
• ich habe zwischenzeitlich Wetten platziert, es waren herkömmliche Einzelwetten ohne größere Beträge

Thank you for your reply and for providing the previous details, davidon1997.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any official communication regarding the cancellation of your bonus?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

I will send all screenshots via email.

I only played sports betting, nothing else.

I received NO official notification with an explanation, but simply the information that my bonus was cancelled with a "penalty 2x".

I contacted support, but they said that according to the terms and conditions, real money and bonus money are mixed, even though the terms and conditions clearly state that the funds remain separate.

Hallo,

ich werde alle Screenshots per Mail versenden.

Ich habe nur Sportwetten gespielt sonst nichts.

Ich habe KEINE offizielle Benachrichtigung mit einer Begründung erhalten sondern einfach nur die Info dass mein Bonus abgebrochen wurde mit einer „Strafe 2x".

Ich habe mit dem Support geschrieben welcher aber sagt dass laut AGB Echtgeld und Bonusgeld vermischt werden, in den AGB steht aber eindeutig dass die Gelder getrennt bleiben.

Dear David,

Thank you very much for the clarification and for providing detailed information about your situation.

Please understand that if your activity on the account was related primarily or exclusively to sports betting, and your account has subsequently been restricted or your balance affected, the casino may have detected specific patterns or activity that led to this decision.

Unfortunately, as our service focuses mainly on casino games, we do not have sufficient insight into the sports betting sector. Because of this limitation, we are unable to properly interpret the casino’s internal findings, verify their conclusions, or fairly assess whether their actions were justified in this particular case.

Please note that we do not consider your complaint to be unjustified; however, we are not in a position to evaluate it accurately.

Regrettably, after gathering all the necessary information, we are forced to close this complaint.

I’m very sorry that we were not able to assist you with this matter. Please do not hesitate to contact us in the future if you encounter any issues with this or any other casino. We will always do our best to help.

Best regards,

Petra