Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the bonus terms and conditions for Festive Season Bonus, and this is what I found (here):

?Welcome to the Festive Season at Elite!

...

TERMS & CONDITIONS:

...

4. The maximum winnings that can be withdrawn from the specific Elite Spins is €100.

5. The maximum winnings that can be withdrawn from each specific deposit bonus, cashback or free bet is €1000."

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 limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I?could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I understood the issue, fowi30. Could you please forward the original promotional email to [email protected]? Thank you very much in advance.

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi fowi30,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Elite24Bet Casino to the conversation to participate in the resolution of this complaint.

To Whom It May Concern,

We have seen this post and we are going to check it internally and we will get back to you the soonest.

Please keep in mind, that replies and reactions might take longer than expected due to the Festive Season campaign and traffic.

Have a nice day,

Elite24Bet

Hi Elite24Bet team,

Thank you for your reply, I will set the timer to 7 days.

To Whom It May Concern,

We have checked the customer's account and we have to inform you, that this customer has a still unverified account and did no register the account via an Casino Guru tracking code. However we will react to this case with all possible transparency and also understand the frustration after a balance had to be amended.

In a nutshell, we had to amend the amount according to the campaign terms and conditions.

The "Festive Season 1/12/2021" campaign has the points:

"1. Campaign offers valid from 01.12.2021 at 12:00 CET until 25.12.2021 at 23:59 CET."

and our amendment is based on the following point

"5. The maximum winnings that can be withdrawn from each specific deposit bonus, cashback or free bet is €1000."

The promotion "Santa's Special" with two deposit bonuses in which the customer participated was part of this "Festive Season 1/12/2021" campaign and it gives the main conditions on which our amendment is based.

The provided screenshots of the email shows only the significant bonus terms and conditions.

Each customer has to make sure to read the terms and conditions of the campaign, as this was a on-site promotion and for each customer available, it was not an exclusive promotion offer.

Kind Regards

Elite24Bet Casino department

Dear Elite24Bet team,

Where exactly was this maximum bet of €1000 mentioned? There is no word of it in the General Terms as well as in the Casino Bonus Terms. When you send emails with bonus offers, it would be worth mentioning such a significant term as the maximum cashout/win limit, especially, if it's not mentioned in the main T&Cs. There is no way for players to play according to the rules if they are not present.

Dear Casino Guru,

We have already explained in the previous post where and how the terms of the "Festive Season" campaign were and still are presented as the deposit bonus promotion is part of it.

Since the begin of December 2021 we run also a special banner and a landing page with the terms and conditions of the whole campaign which included various promotions as the one the customer took benefit from. 

Each customer is obliged to comply with such terms while using a promotional bonus.

If something is unclear, each customer can always contact us via email or live chat.

This German customer contacted us with with a complaint only [including that the customer would involve a lawyer and open a case here], however the customer did not contact us regarding this offer before the connected deposit, took the bonus and indirectly accepted the campaign's terms and conditions.

Any email of a non-exclusive promotion only sums up the offer and as this was an on-site promotion the customer should have checked the terms and conditions for the whole campaign and could have even contacting the support to avoid unclear points.

Kind Regards

Elite24Bet Casino department

why should i contact you via live chat

the conditions of the promo mail were clear and I didn't see any ambiguities why I should contact the live chat beforehand:

-The General Terms and Conditions

-The standard bonus conditions apply (they say there is no max cashout)

-No reference or link to the festive season bonus conditions or a reference to the fact that there is a max cashout

Furthermore, I have often tried to reach someone in live chat, but 90 percent of them are offline and almost never reachable.

warum sollte ich sie kontaktieren per livechat

die bedingungen der promo mail waren eindeutig und ich sah auch keine unklarheiten weswegen ich den livechat vorher kontaktieren sollte:

-es gelten die allgemeinen gesch?ftsbedingungen

-es gelten die standard bonusbedingungen (diese besagen es gibt kein max cashout)

-kein hinweis oder verlinkung zu den festive season bonusbedingungen oder ein hinweis darauf das es ein max cashout gibt

desweiteren habe ich des ?fteren schon versucht im live chat jemanden zu erreichen aber dieser ist zu 90 protzent offline und fast nie erreichbar.

Dear Elite24Bet Casino department,

I understand your point. However, does the email state that the offer is called "Festive season offer" and is there a link for the terms? The offer in the email is called "Santas Sonderangebot" and there are only links for the General terms and Standard Bonus terms and as mentioned above, no word of max cashout. Since the terms were incomplete and the whole offer is confusing, we believe that the player should get paid in full.

Dear Casino Guru,

Please keep in mind, that this German customer forwarded you the German version of this promotion within the campaign.

You can find the full Terms and Conditions including the promotional text content of our Festive Season campaign in English to the bottom as we cannot attach here anything in this post. We could forward you the .pdf version of these Terms and Conditions.

The reload bonus was an on-side promotion within the Festive Season campaign.

The points within the Terms and Conditions of the campaign mention:

5. The maximum winnings that can be withdrawn from each specific deposit bonus, cashback or free bet is €1000.

18. These bonus terms only apply to this Festive Season campaign. By participating in this promotion, you agree to follow the bonus terms and conditions.

The balance of the customer has been amended according to the Terms and Conditions.

The customer should have make sure to keep these Terms and Conditions in mind, also regarding the fact, that a banner and the whole promotion has been visible for any customer at that time.

Any unclear point could have been discussed via our support, as the offered reload bonuses were available for more than 1 day within the cashier.

We hope that we explained you the situation clearly enough which led to our final decision in this case.

Kind Regards

Elite24Bet

Welcome to the Festive Season at Elite!

We’re going to celebrate to the max this December with extra big offers, from reload Bonuses, deposit Elite Spins, Mystery Elite Spins and much more. Make sure you look what's happening at the Promotions page each day, as there are different offers on different days throughout this Jolly period.

Our special offers also have special terms and conditions which apply to any on-site promotion during the whole campaign. Join in the fun and spin with us until midnight of Boxing Day (25.12.2021)!

TERMS & CONDITIONS:

1. Campaign offers valid from 01.12.2021 at 12:00 CET until 25.12.2021 at 23:59 CET.

2. This campaign offers you Elite Spins, deposit bonuses, cashbacks and free bets.

3. The specific promotion within this campaign mentions which type of reward it is.

4. The maximum winnings that can be withdrawn from the specific Elite Spins is €100.

5. The maximum winnings that can be withdrawn from each specific deposit bonus, cashback or free bet is €1000.

6. To participate, players must make a deposit on the day of the specific promotion, if not otherwise stated.

7. Each offer is available once on the day of the offer, unless indicated differently at the specific terms and conditions of the promotion.

8. Elite Spins have a wagering requirement of x35 [35 times].

9. Deposit bonuses have a wagering requirement of x35 [35 times] on the deposit and bonus amount (deposit+bonus).

10. Cashbacks have a wagering requirement of x1 [1 time].

11. Freebets have a wagering requirement of x1 [1 time].

12. Wagering requirements can only be met on all slot games, excluding the games listed in the "Deposit Bonus" section of the Casino Standard Bonus Terms. Wagering on table games, live casino games or sports betting does not apply for this promotion.

13. Max stake with any bonus amount is €5. Max stake for players residing in Finland is €3.

14. Each bonus is valid for 3 days after being credited, any unclaimed bonus will be lost.

15. All winnings from Elite Spins are booked directly into the player accounts as bonus money.

16. Should we find a player breaching the T&Cs and for example has multiple accounts, all winnings will be null and void.

17. Credit may be delayed by up to 48 hours in the unlikely event of downtime due to technical issues.

18. These bonus terms only apply to this Festive Season campaign. By participating in this promotion, you agree to follow the bonus terms and conditions.

19. Elite's management reserves the right to refuse or limit bonuses and offers to CUSTOMERS in circumstances including, but not limited to: problem gambling, bonus abuse and any other technical use of the system.

20. Standard Bonus Terms and Conditions apply.

21. General terms and conditions apply.

Version: Festive Season 1/12/2021 v.1

Latest Update: 30/11/2021

Dear Elite24Bet Casino team,

I'm afraid we can't accept this, such a significant term like maximum cashout has to be mentioned in the specific bonus terms and can't be hidden somewhere in terms that aren't properly marked and aren't even one click away from the bonus. The complaint will become unresolved.

Dear Casino Guru,

We mentioned you the whole case in detail. The promotion the person participated in was part of the Festive Season campaign. The T&Cs of the Festive Season campaign have been the whole time on the site and within our promotions page. The T&Cs of the promotion from the email which was part of the campaign are in general a short version of the whole T&Cs only. We made did handle according to the T&Cs of the campaign and amended the balance, as the max cashout were 1000 Euro and it is a final decision.

To give you also the big frame, this person is still not verified. We blocked the account of the person as the person did not provide the requested documents within more than one month.

Kind Regards,

Elite24Bet

Dear Elite24Bet team,

I'm afraid, as stated above, we can't accept your decision. The complaint will become unresolved.

Dear fowi30,

Unfortunately, it seems that the casino made a decision and we won't be able to change it. I recommend turning to The Malta Alternative Dispute Resolution Entity (MADRE) - it's the ADR entity for Elite24Bet complaints, you can reach it via https://madre-online.eu/ and after that you can bring the dispute to the Malta Gaming Authority (MGA). You may do so by contacting the MGA player Support Unit on the following link: https://www.mga.org.mt/support/online-gaming-support/. I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We received a message that the casino reconsidered its decision and paid the player their winnings.

Dear fowi30,

Please let me know when you receive your funds.

That's right but only after I've lodged a complaint with Madre.

the money is already in my account 4852 euros has already been in my account today and 1000 euros are still outstanding at elite24bet

4852 is the amount that was confiscated and is now in my account

1000 euros is the amount to which the prize has been reduced and which has now been requested for withdrawal and is currently pending.

das ist richtig aber erst nach dem ich eine beschwerde bei der madre eingelegt habe.

das geld ist bereits auf mein konto eingegangen 4852 euro ist bereits heute auf mein konto eingegangen und 1000 euro sind noch ausstehend bei elite24bet

4852 ist der betrag der konfisziert wurde und jetzt auf mein konto ist

1000 euro ist der betrag auf den der gewinn reduziert wurde und der jetzt zur auszahlung beantragt wurde und zur zeit ausstehend ist.

Thank you fowi30,

I'm glad to hear that your winnings are back in your account. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter