Dear Alfonso,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.thebescasino.com/en-FI/bonus-rules:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100."

"Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

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 predator, 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, especially when it comes to No Deposit bonuses.

Could you please advise if you have redeemed any free bonus from this casino previously? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Hi Petronela ! , thanks for assisting me.As i know i don't think anyone in my family plays slot machines.

For terms and conditions i knew the limit was 100 euros in fact when i wagered the bonus balance was over 2000 eur and obviously i got 100 eur , this point all regular. From this moment 100 EUR balance is REAL , and could see it was withdrawable but i kept playing and i won up to 1400 , lose 400 and stop at 1000 eur . Made a deposit in crypto and requested the withdrawal.

Why did the casino close the account without giving an explanation? I have sent emails without receiving a reply.

I also lost my deposit , they could give me explanations and at least give me 100 euros .None of this !

Thanks for your work , i appreciate it.

Best regards , Alfonso

Thank you very much, Alfonso, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Hello Alfonzo.

If I understand you correctly: After you finished the wagering of welcome free spins bonus, these winnings were converted to real cash automatically? The rest of the winnings were voided, and you got only €100 withdrawable balance left on your account? Then you made a deposit of €31.55, but you didn't withdraw the money (€131.55) but you continued to playing and won more? Am I correct?

Hi Matej ! , i finished the wagering of €100 free welcome bonus they weren't freespin.

When i finished the wagering i got only 100€ withdrawable balance and rest of the balance were voided ( I was over 2000 euros).

After this i kept playing up to 1400€ , continued to play and when I was at 1000€ I made a deposit of €31.55.Again i kept playing with 1031.55 going up and down with the balance and finally stop at 1000 € so i made a withdraw request of 1000.

thanks for your support Matej ! Best regards

I would like to invite the casino representative into the discussion. Could you please explain to us how this bonus system works, and what exactly happened in this case?

Thanks.

Thanks Matej ! waiting for response , have a nice day

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Thebes Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Thebes Casino may block regular or tournament play and/or prize distribution.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Thebes Casino

Casino representative , problem is not multi-accounting cause i don't have any other account. My account was open from 11 October to 2 November without any problems.

If problem was the violation of Terms and Conditions you could close it in the following days and not after I deposit and ask for the winnings to be withdrawn.

You haven't replied to any of my emails , why ? no explanation regarding the problem was given to me

and that's not how a casino should work. Cause if i have to deposit it's all regular and there is no problem.

Simply , you don't want to payout. In this way you earn what I have won.

So disappointing , best regards.

Thebes Casino representative, could you please support your accusation with the evidence?

Please send me what you have to [email protected]

Thanks.

Fabioarerna, we received proofs from the casino which confirms that your account is linked to another account.

Based on these proofs, we believe that casino acted according to their terms of service. If you disagree with this decision, you can submit your complaint to the casino regulator, but the evidence provided by the casino looks very solid.

I think this is not really fair.

Maybe I was wrong to create the account the first time? and now there is another account?

Hello Alfonzo.

I understand your frustration, but firstly you created an account and took the same promotion of $100 free and lost. So it is unfair when you registered a new account later and try it again. This promotion is only for a new customers and you already had a one chance. I am sorry but based on the evidence from the casino; we decided to reject this case as "unjustified."

Because Alfonzo breached the casino terms and conditions, we are rejecting this case.