iBet.com Casino - Las ganancias de los jugadores están siendo restringidas.

I received a personal offer in my email where there was no mention of any winning cap, I happened to win €24,000 and after wagering my balance jumped to €2,000. I couldn't find any mention of €2,000 in the rules either and only after wagering did they mention this winning cap. Attached is the evidence.

Sain spostiin henkilökohtaisen tarjouksen missä ei ollut mitään mainintaa mistään voittokatosta, satuin voittamaan 24.000€ ja kierrätyksen jälkeen saldo pomppasi 2000€. En löytänyt säännöistäkään mitään mainintaa 2000€ ja vasta kierrätyksen jälkeen sanottiin tästä voittokatosta. Liitteenä todisteet.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iBet.com Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account verified?
• Have you made previous payouts?
• Have you withdrawn the winnings the casino left on your account?
• Have you contacted casino support regarding the capping of your winnings? Has support specified any rule applicable to the bonus you participate in?
• Forward any relevant communication with the casino's support to my email at tomas@casino.guru for review.

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

Best regards,

Tomas

It's confirmed and I've been a VIP

I have paid and so have they.

I have raised

They are appealing to a limit of 2000 euros, which is not visible anywhere.

On vahvistettu ja olen ollut VIP

Olen maksanut ja he myös

Olen nostanut

Vetoavat johonki 2000e rajaan mitä ei näy missään.

So? Can you help me?

Anyone?

Why you dont answer me?

Time is running?

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

• Kindly share with me the communication between you and support when you contacted them regarding the issue, including responses you received from them. Send the information to my email at tomas@casino.guru or post screenshots here.

Thanks in advance for your cooperation.

They told that department checking this, but already been 10 days...

I didn't read anything like this anywhere, not in the email offer or anywhere, so they're just referring to some made-up rule.

Ei missään lukenu mitään tämmöistä ei sähköposti tarjouksessa eikä missään eli vetoavat vain johonki keksittyyn sääntöön.

?

Dear Tupetsu95,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Tupetsu95,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite iBet.com Casino representative to join this conversation.

Dear iBet.com Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Why i bet doesnt answer?

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.

Hello Mirka,

Please note we have already dealt with this player's claim internally. As we explained the following to the player:

The Terms and Conditions of the bonus are available to read under the "Eligible Rewards" or the "Promotions" sections of our website before they are claimed.

The Terms and Conditions applicable to the player are as follows:

In addition, the player was advised of our ADR details should they still not be satisfied with our decision.

We hope this sheds some light on the situation.

Kind regards.

I didn't see that!

Tuota ei näkynyt minulla!

Dear Tupetsu95,

Can you please specify, how you activated the bonus after you received the offer email?

Thank you.

I didn't read anything about 2000e Max cashout, not in the email offer or anywhere else, I pressed special 150% bonus when I deposited and it didn't say anything about maxwin anywhere. I would definitely not have played if there had been such a rule. I want 21,000e refunded because as you can see in the picture of the email, it didn't say anything about maxwin anywhere.

Minulla ei lukenut mitään kyseistä 2000e Max cashout ei email tarjouksessa eikä missään muuallakaan painoin special 150% bonuksen kun talletin ja siinä ei lukenut missään kohtaa mitää maxwin. En olisi missään nimessä pelannut jos olisi ollut tuollainen sääntö. Haluan 21.000e palautettavaksi koska kuten näkyy s postin kuvassa missään ei lukenut kyseisiä maxwin kohtaa.

Dear iBet.com Casino,

Thank you for your response and the screenshots provided.

To help us confirm that the €2,000 maximum cashout applied to this particular bonus, could you please share the player’s bonus activation details and evidence showing that this condition was visible and accessible before the bonus was accepted?

Feel free to send the supporting evidence to miroslava.d@casino.guru.

Thank you for your cooperation.

Hello Mirka,

Please note we have sent the information to the email address you privided.

Kind regards

Dear iBet.com Casino,

I replied to your email with request of the mentioned evidence, that seems like hasn't been attached. Please provide it at your earliest convenience.

Hello Mirka,

We have sent you another email with the information you requested.

Kind regards

Dear Tupetsu95,

I am extending the timer, since i need to discuss the issue internally.

I will notify you, if there are any updates.

Dear iBet.com Casino,

After reviewing the bonus interface, we do not consider the current presentation of this condition fair or sufficiently transparent. The bonus card prominently displays the bonus amount, minimum deposit, and wagering requirement, but the €2,000 maximum cashout is only revealed after the player clicks the small information icon.

This is a significant restriction that substantially affects the value of the bonus and the amount a player may ultimately receive. In my view, such an important condition should be clearly displayed on the bonus offer itself before the player deposits or activates the bonus. It should not depend on the player discovering and opening an additional information panel.

This position is consistent with our Fair Gambling Codex, according to which important rules should be clear, easily accessible, and presented in a way that prevents players from unknowingly placing their funds or winnings at risk.

For this reason, we do not believe that the screenshots provided justify applying the €2,000 limit in this case. I kindly ask the casino to reconsider its decision and pay the player the remaining legitimate winnings.

Thank you.