Casino1 Club - Se cancelaron las ganancias del jugador.

I placed my bets. If you exceed 30% of your deposit in bets, all your winnings are confiscated. I only beat the bet 1 time. It's a casino shame. I feel cheated

Hice mis apuestas. Si superas el 30% de tu deposito en apuestas te confiscan todas tus ganancias. Solo superé 1 vez la apuesta. Es una verguenza de casino. Me siento estafado

Dear Marc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.casino1club.com/general-terms-conditions/?lang=en:

"Irregular play

The Casino has the prerogative to refuse any withdrawal request, which includes the right to remove all bonuses or winnings in the case of Irregular Play. The following are deemed irregular play:

Real Money (deposit) Betting Rules:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and advise how much was your last deposit?

Thank you in advance for your reply.

Best regards,

Petronela

I have not activated any bonuses. It was a single deposit (real money) of 300 euros

No he activado ningun bono. Fue un único deposito(dinero real) de 300 euros

Thank you very much, Marc, for your reply. If your last deposit was €300, your maximum bet shouldn't be greater than €87 according to the rules. Are you aware of exceeding this amount? Ideally, you could forward your game history to petronela.k@casino.guru.

I exceeded twice that amount, but I would still have to return the money won except these two bets, not confiscate everything

Thank you

Superé dos veces esa cantidad, pero aun asi me tendria que devolver el dinero ganado exceptuando estas dos apuestas, no confiscarlo todo

gracias

Thank you very much, Marc, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marc.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you for reaching out to us.

We will investigate further into this matter and will update you with our conclusion as soon as possible. 

Dear Casino1 Club team.

Thank you for your cooperation. Please, is there any new info?

The casino has offered me only 150 euros to enter my bank account when the amount won was 700

El casino me ha ofrecido unicamente 150 euros para ingresar a mi cuenta bancaria cuando la cantidad ganada fue de 700

By breaching the terms, the casino cancels your winnings. However, the casino gives me an additional € 150.

The case is closed

Al incumplir los terminos el casino te cancela las ganancias .sin embargo, el casino me da 150 € adicionales.

El caso está cerrado

Hello All,

The player has been informed of the Terms & Conditions and is aware of the Irregular bets he made that caused the cancellation of his winnings. 

The player’s deposit has been credited back to the player and he played it.

In light of the above, the Casino added 150 Euros to Marc’s account as a goodwill gesture.

Kind regards

Hello Marc.

Since you have accepted the amount from the casino, can we consider the case got resolved?

Yes, the case is closed but I have not received the money yet. I hope that during this week I will be admitted

Si, el caso esta cerrado pero aun no he recibido el dinero. Espero que durante esta semana me hagan el ingreso

Hello Marc.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system. If you do not receive the amount do not hesitate to contact us.

Best regards, Jozef

Casino.Guru