FeliceBet Casino - El retiro del jugador ha sido cancelado.

Ladies and Gentlemen!

Since I don't know what to do anymore, I would like to explain my problem with the provider felicebet.com.

I lost several hundred euros with the provider. When I wanted to close my account, I was offered a bonus of 30 euros. In fact, I was extremely lucky at Big Bass Splash and won the maximum prize of 5,000 euros during free spins. I was aware that there were bonus terms and conditions. After continuing to play, I met these bonus terms and conditions with a balance of over 4,000 euros. However, since the maximum win requirement is 5x the bonus, the bonus was converted to 150 euros in real money after the criteria were met.

I kept playing. I was actually able to win a lot again; at one point, I had a real-money balance of over €3,500. Ultimately, I decided to withdraw €2,500. To process the withdrawal, I had to verify my account. I needed to provide ID, proof of address, and proof of payment. Everything was completed, and the withdrawal was submitted. This happened on August 23rd/24th.

Since they also advertise quick payouts, I was in contact with the casino every day. I always received replies via email and live chat with pre-written messages saying that the payout was being processed and that it would simply take a little while.

When I logged into my casino profile on (I think) August 28th, I saw a message that my withdrawal had been canceled. The reason given was bonus manipulation. This is completely fabricated. I asked the casino several times for information about which bonus I had manipulated, when, how, and in which game. I was assured via live chat that the "responsible" department would get back to me, but I haven't heard from that department, nor have I received any email responses since the cancellation. (The casino usually responded at least once a day.)

The problem isn't just that the withdrawal was canceled, but the money is gone. It hasn't been credited to my account or anything like that.

Most email traffic is saved; a screenshot of the payout cancellation notification can be sent later by email.

The homepage itself lists license numbers, etc. A link for complaints could not be found.

I'm asking for help or advice on how I should proceed.

Best regards

Sehr geehrte Damen und Herren!

Da ich mir nicht mehr zu helfen weiß, möchte ich ihnen mein Problem mit dem Anbieter felicebet.com darstellen.

Ich verspielte bei dem Anbieter mehrere hundert Euro. Als ich das Konto schließen lassen wollte, wurde mir ein Bonus von 30 Euro geboten. Tatsächlich hatte ich bei big Bass Splash extremes Glück und gewann den maximalgewinn von 5000 Euro während freispielen. Mir war bewusst dass es Bonusbedingungen gibt. Nachdem ich weiterspielte, erfüllte ich diese Bonusbedingungen bei einem Guthaben von über 4000 Euro. Da die Bedingung jedoch der maximale Gewinn des 5-fachen Bonus ist, wurde der Bonus nach Erfüllung der Kriterien auf 150 Euro echtgeld umgewandelt.

Ich spielte weiter und weiter. Ich konnte tatsächlich wieder viel gewinnen, zwischenzeitlich war ich bei einem echtgeld-Guthaben von über 3500 Euro. Letztlich entschied ich mich 2500 Euro auszuzahlen. Um die Auszahlung durchzuführen, musste ich mein Konto verifizieren lassen. Ausweis, adressnachweis und Zahlungsnachweis. Wurde alles erledigt und die Auszahlung eingereicht. Dies erfolgte am 23.08/24.08.

Da auch mit kurzer Auszahlung geworben wird, stand ich jeden Tag im Kontakt mit dem Casino. Via Mail und Live-Chat wurde mir immer mit vorgefertigten Nachrichten geantwortet, dass die Auszahlung bearbeitet wird und es einfach ein bisschen dauert.

Als ich (ich glaube) am 28.08 mich bei meinem Profil des Casinos einloggte, sah ich eine Mitteilung dass meine Auszahlung storniert wurde. Als Grund wird mir eine Manipulation des Bonus vorgeworfen. Dies ist frei erfunden. Ich bat das Casino mehrere Male um Informationen welchen Bonus ich wann/wie/bei welchem Spiel manipuliert hätte. Via Live-Chat wurde mir versichert, die "zuständige" Abteilung würde sich melden, aber ich hörte weder von dieser Abteilung, noch wird mir Via E-Mail seit der Stornierung geantwortet. (Sonst antwortete das Casino zumindest 1x täglich)

Das Problem besteht nicht nur darin dass die Auszahlung storniert wurde, sondern das Geld ist weg. Es wurde nicht meinem Konto gutgeschrieben oder ähnliches.

E-Mail-Verkehr ist zum größten Teil gespeichert, ein Screenshot der Mitteilung der Stornierung der Auszahlung kann per E-Mail nachgereicht werden.

Auf der Hompage selbst, sind Lizenznummer udgl angegeben. Ein Link für Beschwerden, konnte nicht vorgefunden wurden.

Ich bitte um Hilfe bzw Rat wie ich weiter vorgehen sollte.

Beste Grüße

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the provider felicebet.com. Your situation seems quite challenging, and I would like to assist you in resolving this matter.

To gain a better understanding of your case, could you please provide more information by answering the following questions:

• Do I understand correctly that your winnings were transferred to a real money balance after you completed the wagering requirements?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Also, do I understand correctly that the casino didn't specify which rule you breached?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Casino.guru team!

I think they're probably busy enough, but I'd like to know why they didn't respond within their deadline. Did they contact the casino? Has the problem been resolved?

I ask for at least an answer

Thanks

Sehr geehrtes Team von Casino.guru!

Ich denke sie werden genug zu tun haben, jedoch wurde ich gerne wissen, warum nicht innerhalb ihrer Frist geantwortet wurde. Wurde das Casino erreicht? Womöglich das Problem gelöst?

Ich bitte zumindest um eine Antwort

Danke

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Manuel1718,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite FeliceBet Casino to join the conversation.

Dear FeliceBet Casino,

Could you please provide clarification regarding the confiscation of the winnings that the player obtained after successfully wagering the bonus? Was the player informed in any way (such as through a rule quotation, pop-up notification, etc.) that these winnings would be confiscated, despite the fact that the maximum win cap for the bonus play had already been applied? Additionally, can you please explain on what grounds the player was accused of alleged bonus manipulation?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

Hello Michael!

I have forwarded you several emails from Felicebet trying to explain the cancellation

Best regards

Hallo Michael!

Ich habe dir mehrere emails von felicebet weitergeleitet, in welchen versucht wird, die Stornierung zu erklären

Beste Grüße

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Manuel1718,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru