The player from Germany had won €5,200 after wagering a €50 no-deposit bonus at Casino Bello, but only €73 was allowed to be withdrawn due to a maximum cashout rule. Despite the bonus terms stating a max cashout of €10,000, her winnings were mostly confiscated. The Complaints Team had contacted the casino to clarify the maximum win limits for her VIP bonus but received no response despite multiple attempts. As a result, the complaint was marked as unresolved, and the player was advised to consider contacting the Cura?ao Gaming Control Board for further assistance.
Casino Bello - Player's winnings have been confiscated.
Black points: 839
Amount: €5,200
Casino Bello
Safety Index:Below averageSafety Index
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6.2
Casino Bello has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
1 month ago
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3 months ago
Translation
Hello,
Yesterday I received a €50 no-deposit bonus from Casino Bello and won €5,200. After completing and successfully wagering the bonus, I was able to withdraw €5,200. The next day, everything except €73 was confiscated on the grounds that the maximum cashout was €50. But why €73? Normally, winnings are immediately confiscated after the bonus has been wagered, without me being able to withdraw anything. The bonus terms and conditions state a maximum cashout of €10,000 for no-deposit bonuses. I have played a lot in this casino.
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Complaint Specialist
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3 months ago
Dear Jessidi85,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found regarding the maximum cashout from no-deposit bonuses:
The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or free spins (i.e. Registration 5 EUR Bonus) is 50 EUR/USD; 80 CAD/AUD; 100 NZD; 500 NOK; 0.001 BTC; 0.025 ETH; 50 USDT; 0.8 LTC; 0.2 BCH.
Please note that according to the Terms and Conditions, in case of a discrepancy between any terms and conditions in English and any other language, the English version prevails.
I would like to emphasize that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they are applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
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3 months ago
Translation
But why does it say €50 max cash out once and €10,000 once? I've played at this casino many times, and have had bonuses with max cash out before, but the money was confiscated immediately after successful implementation, leaving me with no way to withdraw any more. This time, it wasn't confiscated immediately, but only after I wanted to withdraw. I find it very questionable why my remaining balance of around €24 was still in my account even though the withdrawal had been canceled. I'm used to the fact that the entire amount is then confiscated. Can you answer this for me? It's really irritating and questionable. Kind regards.
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3 months ago
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I also understand the €50 maximum cashout to be for the €5 registration bonus. I didn't have that. I had a special bonus.
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Complaint Specialist
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2 months ago
To clarify, not all bonuses are capped immediately after the wagering is completed. In many cases, the system doesn't enforce the maximum cash-out limit until a player actually requests a withdrawal. While this might seem inconsistent, it's a technical setup used by some casinos. The funds may still appear in the balance after the wagering is completed, but the limit only takes effect during the withdrawal process.
We agree that this isn’t ideal from a user experience perspective—it can feel misleading. However, as long as the terms and conditions clearly explain how the maximum cash-out rule works, it’s not considered unfair. That said, it’s always important to review the current bonus rules carefully, as they can differ even within the same casino depending on the specific promotion.
Could you please send me a link or a screenshot of the bonus you activated and played with?
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2 months ago
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Unfortunately, I didn't take a screenshot; I only have the email. It's a real shame what happened, and there's nothing we can do about it. Thank you for your efforts.
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2 months ago
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That was the email. Not particularly informative.
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Complaint Specialist
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2 months ago
Thank you for your response. However, there might have been a misunderstanding.
I was hoping you could send me a link, a screenshot, or forward the email related to the special bonus you activated and played with. This would allow me to check whether there were any additional win limits attached to this specific offer, beyond those stated in the general bonus terms.
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2 months ago
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I have now contacted the chat and asked about my bonus.
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2 months ago
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The chat employee gave me this information about the bonus.
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Complaint Specialist
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2 months ago
Thank you for the screenshot. However, the chat support agent mentioned a 20 CAD bonus, while you mentioned a 50€ bonus in your initial comment. Please note that various bonuses might have various cashout limits.
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2 months ago
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Apparently, the information from chat support was incorrect. I was surprised about the 20 CAD; I didn't know what that meant. I definitely had a 50 Euro bonus. I wrote to chat support again and received the following information: I received a VIP bonus on April 1st and April 2nd, 2025. April 1st, 2025 = 50 Euros, April 2nd, 2025 = 100 Euros. I'm sending you the screenshot from the chat.
Do you have the possibility to contact the casino?
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Complaint Specialist
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2 months ago
Thank you very much, Jessidi85, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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Complaint Specialist
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2 months ago
Hello Jessidi85,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, it is absolutely common that there is a maximum win limit from no deposit bonuses, even for VIP bonuses. This is quite an industry standard, but it is expected that this limit is communicated to the players. I will contact the casino to shed more light on this matter.
We would like to invite Casino Bello to join the conversation.
Dear Casino Bello,
Can you please provide us with the VIP bonus rules, particularly the maximum win rules for the specific bonus based on which the players' winnings were capped? If there are any factors influencing this situation that can't be shared publicly, please forward them to me at [email protected]
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Complaint Specialist
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1 month ago
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.
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Complaint Specialist
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1 month ago
Dear Jessidi85,
I have tried to contact the casino repeatedly but 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, we will reopen the complaint, and you will be notified by email.
Should you want to pursue your complaint further, you can submit it to the Cura?ao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.
Please let me know if and how they responded at [email protected] if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
