Avalon78 Casino - Las ganancias del jugador fueron confiscadas y la cuenta cerrada.

Dear CasinoGuru Team,

I am very sorry that I have to employ you for a small sum of 43 euros, but since I (still) have a strong sense of justice, I am not prepared to simply accept this.

I signed up with this casino some time ago (1-2 years ago) and, as usual, waited until better bonus offers arrived via email over time. Over time, I've deposited at many other casinos, including others in the N1 group.

Although I never deposited anything, I regularly received an email from the casino (about once a month) saying that no-deposit free spins had been deposited and when I had time I used them and let about half of them expire.

The last such email came last week, and I "won" 50 cents in the spins, which made it very easy to wager and unlock on my favorite slot. After about 10 minutes, I had €43, and I decided to cash it out, since the limit is usually €50 anyway.

Dear Complaints Team, I'm fully aware that casinos don't send out these no-deposit offers out of pure charity, but rather in the hope that you'll make a deposit. I understand that completely. However, I think that if a casino's system is set up in such a way that it repeatedly gives these free spins to inactive users who never deposit, then it's a matter of decency and fair play to pay them out (especially for such small amounts), knowing full well that 99% probably won't win with them.

I never violated any of the casino's rules. I uploaded my KYC, and after the usual gimmicks (selfie with ID, etc.), everything was basically ready for withdrawal. KYC was almost complete (see screenshots) when the casino finally rejected my request. There is absolutely no rule I broke. All my bets were well under €1, no prohibited slots, etc.

Unfortunately, the casino decided not to adhere to this part of fair play, citing a general paragraph in their terms and conditions, and deleted my balance and blocked my account.

"4h. Avalon78 reserves the right to confiscate any bonuses or winnings received in a fraudulent manner. Avalon78 terms forbid abusing bonus offers (customer bonus ratio (deposits:bonuses) exceeds 50%). If cases of such an abuse coming to light, the casino reserves the right to confiscate the winnings obtained while abusing the bonuses and disable bonuses for the customer's account."

So again: I, as a casino, offer someone something, they accept it, and if they're lucky, I block their account due to bonus abuse.

And as I mentioned, I didn't abuse anything, never in any casino. I accepted what was offered to me via email.

To be honest, I really liked N1 up until now, but I don't think it's right to commit such a serious foul over such peanuts.

I kindly ask you to mediate with the casino if you share my opinion and this is not fair play.

I'm attaching screenshots of the emails here, including an overview of the emails with the no-deposit offers.

Thank you!

Geschätztes CasinoGuru Team,

es tut mir sehr leid, wegen eines geringen Betrages von 43 Euro Sie deswegen beschäftigen zu müssen, aber da ich (noch) ein grosses Gerechtigkeitsempfinden habe, bin ich nicht bereit mir dies einfach so gefallen zu lassen.

Ich habe mich vor einiger Zeit (1-2 Jahre) bei diesem Casino angemeldet und wie meistens habe ich erstmal abgewartet, bis im Laufe der Zeit bessere Bonusangebote per Mail kommen. Im Laufe der Zeit habe ich in vielen anderen Casinos einbezahlt, auch bei anderen der N1 Gruppe.

Obwohl ich nie einzahlte, kam regelmässig (ca 1x im Monat) eine E-Mail des Casinos, das No-Deposit Freispiele hinterlegt seien und wenn ich Zeit hatte habe ich diese auch mal genutzt, ca die Hälfte verfallen lassen. 

Die letzte solche E-Mail kam letzte Woche und ich "gewann" in den Spins 50 Cent, welche dadurch sehr leicht umzusetzen und freizuspielen waren in meinem Lieblingsslot. Nach ca 10 Minuten hatte ich 43 Euro und ich beschloss diese auszuzahlen, weil das Limit wie meistens ja eh bei 50 Euro liegt.

Liebes Complaints Team, ich bin mir völlig bewusst das Casinos diese No Deposit Angebote nicht aus reiner Nächstenliebe verschicken sondern darauf hoffen, das man eine Einzahlung tätigt. Das ist mir völlig klar. Ich finde aber, wenn ein Casinosystem so eingestellt ist, das es auch nicht aktiven nie einzahlenden Usern immer wieder diese Freispiele schenkt, dann gehört es zum Anstand und Fair-Play, das man diese (vorallem mit so geringen Beträgen) auch ausbezahlt, wohlwissend das 99% vermutlich nicht damit gewinnen.

Ich habe nie gegen irgendeine Regel des Casinos verstossen, meine KYC hochgeladen und nach den üblichen Spielchen (Selfie mit ID usw) war eigentlich alles bereit zur Auszahlung. KYC wäre abgeschlossen (siehe Screenshots) gewesen, als dass Casino dann mit der Ablehnung kam. Es gibt absolut keine Regel die ich gebrochen habe, all meine Einsätze waren deutlich unter 1 Euro, keine verbotenen Slots etc.

Leider entschied sich das Casino unter Angabe eines für alles nutzbaren Paragprahen ihrer AGB diesen Teil des Fair-Play nicht einzuhalten und löschte mein Guthaben inklusive Sperre des Kontos.

"4h. Avalon78 reserves the right to confiscate any bonuses or winnings received in a fraudulent manner. Avalon78 terms forbid abusing bonus offers (customer bonus ratio (deposits:bonuses) exceeds 50%). If cases of such an abuse coming to light, the casino reserves the right to confiscate the winnings obtained while abusing the bonuses and disable bonuses for the customer's account."

Also nochmal: Ich als Casino offeriere jemanden etwas, er nimmt es an und wenn er dann Glück hat sperr ich sein Konto aufgrund von Bonusmissbrauch. 

Und wie erwähnt, ich habe garnichts missbraucht, nie in irgendeinem Casino. Ich habe das angenommen, was mir per Mail angeboten wurde.

Ganz ehrlich, bisher war mir N1 sehr sympathisch aber wegen solche Peanuts hier so ein grobes Foul zu begehen finde ich nicht in Ordnung. 

Ich bitte Sie höflichst um eine Vermittlung mit dem Casino, falls Sie meine Ansicht teilen und dies kein Fair Play ist.

Ich hänge Screenshots der E-Mails hier an inkl. Übersicht der Mails mit den No-Deposit Angeboten.

Vielen Dank!

Dear hugbearli,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawal and account at Avalon78.

Thank you also for providing the screenshots and email overview — that’s very helpful. In order to better understand the situation and assess the fairness of the casino’s actions, I’d like to clarify one point with you:

• Could you please confirm whether you have ever made a real money deposit into your Avalon78 account? From your message, I understand that you’ve been redeeming no-deposit bonuses offered by the casino via email without placing any actual deposit. Is that correct?

We understand how frustrating it must be to see a balance confiscated, especially when you feel you've followed all the rules and acted in good faith. However, to proceed with our mediation, it’s important for us to understand the full picture — particularly in relation to the casino’s reference to their bonus abuse clause.

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

Hello 🙂

Yes, I've never deposited at this casino. If that's the case, can any no-deposit bonus be confiscated for new customers? The casino system can easily be configured to only offer these no-deposit offers to a certain number of times, or only to users with a certain number of deposits? I'm sure you're of the same opinion.

But if I set my settings so that user xy also gets this offer, doesn't that mean I should reward them? Otherwise, you could just write in the terms and conditions that no-deposit offers are only paid out after at least one deposit. Or—which is fairest and also the industry standard—you could only grant these bonuses a maximum of once to users without a deposit.

Hallo 🙂

Ja, in diesem Casino hatte ich nie einbezahlt. Wenn es darum geht, kann man ja jeglichen No-Deposit Bonus für Neukunden beschlagnahmen? Das Casino System ist ja problemlos so einstellbar, das man diese No Deposit Angebote nur x mal ausstellt oder nur Usern mit X Einzahlungen, da sind Sie ja sicher gleicher Meing.

Wenn ich aber meine Einstellungen so setze das auch User xy dieses Angebot bekommt, gehört es dann nicht dazu das man diese auch honoriert? Ansonsten kann man ja gleich in die AGB schreiben das man No Deposit Angebote nur bei mindestens 1 Einzahlung auszahlt. Oder - was am fairsten ist und auch Branchenstandard - man gewährt diese Boni nur maximal 1x an User ohne Einzahlung.

Dear hugbearli,

After reviewing the case thoroughly, including the documentation and communication you provided, we must inform you that we won’t be able to proceed with this complaint any further.

While we fully understand your frustration — particularly over what may seem like a small amount — the casino has enforced its bonus abuse clause, which is outlined in their terms and conditions. You can find the relevant section here:

👉 Avalon78 Bonus Terms and Conditions

The specific clause they cited is as follows:

"4h. Avalon78 reserves the right to confiscate any bonuses or winnings received in a fraudulent manner. Avalon78 terms forbid abusing bonus offers (customer bonus ratio (deposits:bonuses) exceeds 50%). If cases of such an abuse coming to light, the casino reserves the right to confiscate the winnings obtained while abusing the bonuses and disable bonuses for the customer's account."

That said, we agree with you on one key point: the wording of this clause is vague and open to interpretation. It would be fairer — and clearer — if the casino explicitly stated that multiple consecutive no-deposit bonuses without any real-money deposit are not permitted. This would help players avoid unintentional breaches of the rules and set expectations more transparently.

However, it’s worth noting that this type of restriction is common practice across the online casino industry. Most casinos do not allow players to continuously claim and cash out from free bonuses without ever placing a deposit. It’s considered standard procedure to require at least one real-money deposit before winnings from free offers can be withdrawn.

We truly appreciate your respectful and thoughtful communication throughout the complaint process. While we share your view that clearer rules would help prevent situations like this, we must acknowledge that the casino has acted within their stated terms — even if they could be better written.

I’m very sorry we couldn’t offer you a more favorable outcome in this case.

Best regards,

Petronela

Casino.Guru