Tower.bet Casino - Die Gewinne des Spielers werden vom Casino einbehalten.

I won 50 free spins from the casino, to one of its "original games". The spins, which were at 0.10, (and just called "free spins". There was no additional, technical term attached to them) had a lucrative bonus round, and I won 165 dollars US. At the end of my spins, 140 dollars of my win was taken by the casino, with no explanation. After a thorough discussion with support, I was told there was a "maximum amount" that could be one from those spins. I asked support where that "maximum amount" rule was stated so I could read it for myself, and they have been unable to produce anything, and I’m being told my which department will will be paying attention to this casequestion of where my money is requires a "more in-depth approach and the promo team will be contacted and I’ll have an answer in my email". I have been a loyal customer to this casino and their statistics show that I am -$2200.00. I am feeling like they are taking the money now and they will come up with the necessary excuse at a later time.

transcript of my entire conversation with support, I asked about the missing money at 9:30 and it was not until 10 that I was given an answer. I cannot recall a question mark being visible anywhere on the screen, but it’s possible I would have missed it due to its size. I find it equally possible that it was fabricated and added after, It would be easier to forward the entire transcript to an email address rather than to take screenshot after screenshot.

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Dear theFartFather,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with the free spins and the missing part of your winnings.

To be able to assess the case properly, could you please clarify a few points for us?

• How did you receive this free spins offer? Was it something you activated directly in your casino account, or was it sent to you via email / message / pop-up and then claimed?
• When you redeemed the free spins, did you notice any information regarding wagering requirements, maximum cashout limits, or other conditions connected to the promotion?
• Did the casino provide you with any document, rule page, or promotional terms that include this "maximum win" limitation? If yes, please share it here.
• What was the initial total win displayed after the free spins were completed, and what was the exact remaining balance after the deduction?

If you have any additional documents or screenshots (besides the chat transcript you already provided), please upload them here. If it’s more convenient, you can also forward them to petronela.k@casino.guru.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear theFartFather,

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.

My apologies for any delay in response, it’s a crazy time of year for me as well. To answer your questions:

the spins were part of a seasonal festival the casino was running, you spin a wheel that the casino has, year-round. Usually It’s 5 different spots of nothing special, something they call "tower gold", no actual value, but you can spin daily. During this "holiday festival", they substitute the two highest-ranked spots for things of actual value. in one you can win 1 US dollar, in the other is 50 spins at one of their proprietary slots.

when I redeemed the spins there was no mention of any wagering requirements, any "maximum cashout" or any limitation whatsoever, nor was there any actual documentation whatsoever. I will furnish what I was able to find in screenshots below. Once the "extra win" was zapped out of my wallet, I spent a good 35-40 minutes with their support agent, who was unable to provide any explanation, at all, as to why my money was taken, or even where it was. I will email the entire chat to you. At the end of this 40 minutes, the explanation given, and the location of any pertinent information was so ludicrous, it could have been made up as I waited for it. I will display the screenshot provided by support below as well

these are details of the potential seasonal wins; you get a code, enter it, it’s usually if not always a spin at the wheel, the prizes mentioned here:

this is the outcome of the 50 free spins, including exact sum of the win, as recorded by the casino

if this is the casinos "standard policy", why was anything greater than 49 USD EVER allowed in my wallet?? It was there, I checked, and then it was gone. Why does support seem as bewildered as I was when I asked what had happened? Why did they need to "track down" the remainder of my win? if this was standard operating procedure, surely they knew where it went and could readily explain the ‘max win cap’ to their customers? Why were they not able to point out this tiny circle containing their restrictions until almost an hour into my wait for an explanation? Where was the "all casinos do this nowadays" nonsense when I first asked Leon where the rest of my win ran off to?

When you read the conversation, you’ll see exactly what I mean. You’ll also notice the attempt to pawn the casinos actions as "standard" and "I should understand this as a seasoned player". When I’m told there’s nothing that can be done to correct the issue because "everything worked according to the rules accessible on the website", I asked which "accessible rule" applied to this circumstance and was abruptly disconnected from the chat.

I appreciate your questions and attention to detail, and I look forward to any attempt at a resolution. You have my thanks currently, and hopefully in advance as well.

Hi theFartFather,

Thank you very much for your detailed response and for taking the time to explain the situation so thoroughly. I appreciate the effort you put into documenting everything and sharing the screenshots and context.

Before we proceed further, I would like to clarify a few important points so we are fully aligned:

Receipt of winnings

• Could you please confirm whether you have already received any part of the winnings from this promotion?

Nature of the promotion

• Based on your description, this was a no-deposit promotion (free spins obtained from a seasonal wheel/festival, without making a deposit specifically to activate them). I would like to confirm that this understanding is correct.

Maximum win rules – general clarification

I also want to clarify an important general principle, so there is no misunderstanding. In most casinos, maximum win limits for no-deposit bonuses are often not listed directly inside the individual promotion graphic or pop-up, but instead are defined in the general bonus terms and conditions, which usually prevail unless a promotion explicitly states otherwise. In other words, even if a specific promotion page does not clearly display a max-win rule, the general bonus terms may still apply.

Once you confirm:

• whether you already received the ~$20 payout, and
• that this was indeed a no-deposit bonus,

we can continue assessing whether the application of the max-win limit was fair, sufficiently disclosed, and in line with acceptable standards.

I look forward to your reply.

I did receive the payout portion, and yes this was a no deposit promotion

Hello theFartFather,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

More than understandable. Many thanks for your assistance thus far and please enjoy your time off.

Hi theFartFather,

Thank you very much for your kind message — I really appreciate your understanding and patience. I’m back now and happy to continue with your case.

To move things forward, could you please send me the exact link to the promotion/bonus you used (the specific page or offer where the no-deposit bonus was described)? This will allow me to review the full terms that applied at the time you played.

For reference, here is the link to the casino’s current live promotions:

https://tower.bet/promotions

Once I have the exact promotion link you used, I’ll be able to compare it against the general bonus terms and assess whether the max-win limitation was applied correctly and transparently.

Thank you again for your cooperation. I look forward to your reply.

Dear theFartFather,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru