Campeonbet Casino - Las ganancias del jugador se han reducido a x15 de su depósito.

Dear Sir or Madam,

A few weeks ago I made a deposit of € 50 at campeonbet and since then I have earned an account balance of € 1,350.

Now I wanted to withdraw € 990. After I asked about the payout via chat today, my total account balance was reduced to € 750. Reason: I can only withdraw 15 times my deposit. Can this be?

My request that the old account balance be restored in order to be able to play was ignored and the chat was closed.

Can you help? I received a chat protocol by email

Thank you for your troubles.

Sehr geehrte Damen und Herren,

ich habe vor ein paar Wochen bei campeonbet eine Einzahlung von 50€ getätigt und seitdem einen Kontostand von 1350€ erspielt.

Nun wollte ich mir 990€ auszahlen lassen. Nachdem ich heute via Chat wegen der Auszahlung nachfragte wurde mein Gesamtkontostand auf 750€ reduziert. Begründung: ich könne nur das 15-fache meiner Einzahlung auszahlen lassen. Kann das sein?

Meine Bitte das der alte Kontostand wieder hergestellt wird um damit zocken zu können wurde ignoriert und der Chat geschlossen.

Können Sie da helfen? a Chat Protokoll habe ich per Email erhalten

Vielen Dank für Ihre Mühen.

Dear Markus,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked terms and conditions, and I found the term the casino is referring to:

„63.4 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you specify whether you have accumulated winnings from a bonus play, or with your real money only? Looking forward to hearing from you. Thank you.

Best regards,

Kristina

Hello Kristina,

I deposited € 50 without receiving a bonus or the like. I mainly made the profit with slot machines, occasionally with live roulette.

LG

Markus

Hallo Kristina,

ich habe 50€ einbezahlt, ohne einen Bonus oder Ähnliches zu kassieren. Den Gewinn hatte ich hauptsächlich mit Slotmachines, vereinzelt mit Live Roulette.

LG

Markus

Thank you very much Markus for your confirmation. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Markus,

I looked at your case and understand the situation. As mentioned above, we consider this rule to be unfair and predatory and are convinced that you should get paid in full. I will contact the casino and see if I can help. I would like to invite Campeonbet Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Thank you for your effort.

Hallo Peter,

vielen Dank für Ihre Mühen.

We would like to ask Campeonbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Markus,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (https://validator.curacao-egaming.com/validate?domain=www.campeonbet.com&seal_id=d2c5035d0e64bdcfcfb0e11bc1856a8786660f35df18e01b986b47d3994fb01af198161faca009c110996704eccd15a0&stamp=89bfd782a640708eb2afbd296496a1c8) and submit a complaint to them. It's a licensing authority and has better options and tools to help players. Please let me know how they responded (peter.m@casino.guru). I wish I could be of more help. 

Best regards,

Peter