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I would like to file a complaint about 5Bet Casino regarding a promotion, winnings, and subsequent withdrawals from my account.

I used a promo code that allowed me to get 200 free spins. With these 200 free spins, I won about €25.

I continued playing using only the available balance and, through subsequent games, I managed to progressively increase the balance until I reached around €200.

In the meantime, I had made several withdrawal attempts, for amounts of €50, €80, €100, and €150, which I had subsequently cancelled.

To take advantage of the promotion, you also had to make a minimum deposit of approximately €13. I made this deposit using cryptocurrency and wagered that amount. From this balance, I managed to reach approximately €22, after which I also requested the corresponding withdrawal in cryptocurrency.

The problem occurred when I requested withdrawals.

Both the EUR and cryptocurrency withdrawals were rejected.

The EUR withdrawal is still correctly visible in my transaction history and is shown as declined. However, despite the decline, the withdrawal amount has not been credited back to my available EUR balance.

Additionally, I noticed that my cryptocurrency balance also decreased after the withdrawal was rejected, without any clear and detailed explanation regarding the movement of the funds.

I would therefore like to ask Casino Guru to help me verify the situation and understand whether 5Bet acted correctly and in compliance with its terms and conditions.

In particular, I would like the following points to be verified:

whether the winnings obtained through the 200 free spins were valid and withdrawable;

what exactly the promotion requirements were and whether I met them;

if the minimum deposit made in cryptocurrency changes the conditions of the promotion;

why the withdrawal in EUR was refused;

why, despite the refusal of the withdrawal in EUR, the amount has not been credited back to my balance;

why my cryptocurrency withdrawal was rejected;

why my cryptocurrency balance decreased;

where are the funds currently available in my account before the rejections;

whether 5Bet has correctly applied the terms of the promotion and its withdrawal conditions.

I'm not simply disputing the fact that a withdrawal was declined. My main issue is the handling of the funds after the decline, as I expected the declined withdrawal amounts to be credited back to my account balance.

I'm available to provide screenshots of the promotion, play history, deposits, withdrawals, EUR and crypto balances, and all communications with 5Bet support, so you can verify the situation in detail.

I therefore ask Casino Guru to review the matter, contact 5Bet for a detailed explanation, and verify whether the funds were properly withheld. If there is no valid reason for the withholding of the funds, I request that the balance be recognized and refunded to me.

Vorrei presentare un reclamo riguardo al casinò 5Bet per un problema relativo a una promozione, alle vincite ottenute e successivamente ai prelievi effettuati dal mio conto.

Ho utilizzato un codice promozionale che permetteva di ottenere 200 giri gratis (free spins). Attraverso questi 200 giri gratuiti ho ottenuto una vincita di circa 25 €.

Ho continuato a giocare utilizzando esclusivamente il saldo disponibile e, attraverso le successive giocate, sono riuscito ad aumentare progressivamente il saldo fino ad arrivare a circa 200 €.

Nel frattempo avevo effettuato diversi tentativi di prelievo, per importi di 50 €, 80 €, 100 € e 150 €, che avevo successivamente annullato.

Per poter usufruire della promozione era inoltre necessario effettuare un deposito minimo di circa 13 €. Ho effettuato questo deposito tramite criptovaluta e ho giocato anche tale importo. Da questo saldo sono riuscito ad arrivare a circa 22 €, dopodiché ho richiesto anche il relativo prelievo in criptovaluta.

Il problema si è verificato quando ho richiesto i prelievi.

Sia il prelievo in EUR sia quello in criptovaluta sono stati rifiutati.

Il prelievo in EUR è ancora correttamente visibile nella cronologia delle transazioni e risulta rifiutato. Tuttavia, nonostante il rifiuto, l’importo del prelievo non è stato riaccreditato sul mio saldo disponibile in EUR.

Inoltre, ho notato che anche il saldo in criptovaluta è diminuito dopo il rifiuto del relativo prelievo, senza che mi sia stata fornita una spiegazione chiara e dettagliata riguardo alla movimentazione dei fondi.

Vorrei quindi chiedere a Casino Guru di aiutarmi a verificare la situazione e a capire se 5Bet abbia agito correttamente e nel rispetto dei propri termini e condizioni.

In particolare, vorrei che venissero verificati i seguenti punti:

se le vincite ottenute attraverso i 200 free spins erano valide e prelevabili;

quali fossero esattamente i requisiti della promozione e se li ho rispettati;

se il deposito minimo effettuato in criptovaluta modificasse le condizioni della promozione;

perché il prelievo in EUR sia stato rifiutato;

perché, nonostante il rifiuto del prelievo in EUR, l’importo non sia stato riaccreditato sul mio saldo;

perché il prelievo in criptovaluta sia stato rifiutato;

per quale motivo il mio saldo in criptovaluta sia diminuito;

dove siano attualmente i fondi che risultavano disponibili sul mio conto prima dei rifiuti;

se 5Bet abbia applicato correttamente i termini della promozione e le proprie condizioni di prelievo.

Non sto contestando semplicemente il fatto che un prelievo sia stato rifiutato. Il mio problema principale è la gestione dei fondi successivamente al rifiuto, in quanto mi aspettavo che gli importi dei prelievi rifiutati venissero nuovamente accreditati sul saldo del conto.

Sono disponibile a fornire screenshot della promozione, della cronologia delle giocate, dei depositi, dei prelievi, dei saldi EUR e crypto e di tutte le comunicazioni avute con il supporto di 5Bet, in modo che possiate verificare concretamente la situazione.

Chiedo quindi a Casino Guru di esaminare il caso, contattare 5Bet per ottenere una spiegazione dettagliata e verificare se i fondi siano stati trattenuti correttamente. Qualora non vi fosse una motivazione valida per la mancata restituzione degli importi, chiedo che mi venga riconosciuto e restituito il saldo che mi spetta.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Have you contacted the casino's customer support in relation to this issue? If so, could you please share your communication? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

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,

Attila

this was the promotion but I don't have the screenshot of when I accepted, it was 200 free spins in the Snoop Dogg slot by making a deposit of at least 13 euros, once I won 25 euros from the 200 spins I initially made the withdrawal and then cancelled it and got to 50, always cancelled arriving at 80, 150 and 200, reached 200 I made the withdrawal and it was cancelled and the funds disappeared.

When you entered the code it asked you what currency to put and I had selected EUR.

The promo code was 200FREESPINS, if you do some online research you might even find some information, but everything has disappeared from the site.

I tried contacting support but they just told me that they needed to run some checks on the account even though I had done the KYC.

Nowadays many other players have the same problem as me

questa era la promozione pero non ho lo screen di quando avevo accettato, erano 200 free spins nella slot si snoop dogg facendo un deposito di 13 euro almeno, una volta vinti 25 euro dai 200 giri inizialmente avevo effettuato il prelievo per poi annullarlo e arrivare a 50, sempre annullato arrivando a 80, 150 e 200, arrivato a 200 ho fatto il prelievo e mi è stato annullato e i fondi sono scomparsi.

Quando immettevi il codice ti chiedeva la valuta da mettere e avevo selezionato EUR.

Il codice della promozione era 200FREESPINS, se fai delle ricerche online riesci anche a trovare alcuna informazione, sul sito è sparito tutto.

Ho provato a contattare l’assistenza ma mi hanno soltanto detto che avevano bisogno di fare dei controllo sull’account nonostante avessi fatto il KYC.

Ad oggi molti altri giocatori hanno il mio stesso problema

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, Michal (michal.k@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,

Attila

Hello gabrihi,

My name is Michal, and I have taken over the handling of your complaint. I have reviewed the case and will contact the casino to obtain further clarification and determine whether I can assist in resolving the matter.

We would now like to invite a representative of 5bet Casino to participate in this discussion.

Dear 5bet Casino,

Please provide any information and supporting evidence concerning the alleged breaches of the Terms and Conditions attributed to the player.

You may send the relevant information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 gabrihi,

I managed to get in touch with the casino team, and I expect they will provide a response regarding your case soon.

To help me better understand the situation, could you please clarify whether any of your family members, friends, or acquaintances hold an account with 5bet Casino?

If so, have you played at the casino around the same time as them – for example, during a shared visit? Have you used a VPN program or application when accessing or playing at the casino?

Could you also confirm which devices you have used to register and play at 5bet Casino?

I would appreciate your cooperation in providing this information in as much detail as possible.

Good evening, I have acquaintances with the same situation as me who also opened the case, I took the promotion at the same time as them and I played via Safari on the iPhone, the same device I used to register and play.

Buonasera, ho conoscenti con la stessa situazione mia che anche loro hanno aperto il caso, ho fatto la promozione nello stesso momento che l'hanno fatto anche loro e ho giocato tramite safari dall’iphone, stesso dispositivo con cui mi sono registrato e ho giocato.

Dear gabrihi,

Thank you for your response. Could you please clarify how you became aware of the casino’s offer?

For example, do you follow any casino-related forums, streamers, social media channels or chat groups where bonus offers and promotions are shared?

HI,

I learned about this promotion through a friend who explained how it worked and shared the promo code with me.

Ciao,

sono venuto a conoscenza di questa promozione tramite un amico che mi ha spiegato come funzionava e mi ha condiviso il codice promozionale.

Dear gabrihi,

Thank you for the clarification.

Dear 5bet Casino,

I look forward to receiving the evidence supporting the alleged rule violation for my independent review.

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.