I received a bonus of 5 euros and won 170 euros in the slot, played the winnings on the roulette wheel and generated a value of 262 euros ... I deposited 20 euros and when I requested the withdrawal they claimed that I played a game I couldn't ... clearly dishonest attitude of the house because games that can neither access ... bad house or live chat has.

recebi um bonus no valor de 5 euros e ganhei 170 euros no slot, joguei na roleta os ganhos e gerei um valo de 262 euros... depositei 20 euros e quando solicitei o saque alegaram que eu joguei jogo que nao podia... claramente atitude desonesta da casa pois jogos que nao pode nem acessa... pessima casa nem chat ao vivo tem.

Dear Isaac,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.bcasino.com/en/promotions/welcome-package#tnc:

"The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

The use of bonus funds purely to progress through the bonus stages of games.

Equal, zero or low margin betting

Betting on a non-slots game, such as a table or card game

Betting more than € 4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

Using a ‘feature buy’ or Buy Pass function within a game.

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed."

If you are aware of placing bets on restricted games while wagering your bonus, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to switch games, and, as a result, you breached promotional terms.

Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

The casino withdrew all winnings including winnings after the deposit ... Winnings that did not have the balance of the bonus exposed ... So this demonstrates the dishonesty of the casino

O casino retirou todos os ganhos inclusive os ganhos apos o deposito... Ganhos q nao tiveram o saldo d bonus exposto... Entao isso demonstra a desonestidade do casino

Dear Isaac,

The casino had the right to confiscate all the winnings accumulated with an active bonus. Could you please clarify what you meant by "The casino withdrew all winnings including winnings after the deposit"? Thank you.

the casino withdrew my winnings after the deposit ... clearly fraudulent action using the bonus as an excuse, the winnings came from the profit wagered with real money.

o casino retirou os meus ganhos obtidos apos o deposito... a??o claramente fraudulenta usando como desculpa a utiliza??o de b?nus sendo que os ganhos vieram do lucro apostado com dinheiro real.

Dear Isaac,

Do you mean that you deposited funds in to your account after the withdrawal has been requested? In other words, you have placed a deposit with a pending withdrawal and accumulated additional winnings on top of your bonus winnings?

the casino had the right to confiscate the bonus funds that were generated through it ... more from when I made the deposit the winnings came from real money and deposited, the deposit was made before the request after the deposit got a 30 Usd profit that was confiscated along with the bonus earnings.

o casino tinha direito de confiscar os fundos do bonus e que foram gerados atraves dele... mais a partir d quando eu fiz o deposito os ganhos vieram de um dinheiro real e depositado, o deposito foi feito antes da solicita??o apos o deposito obtive um lucro de 30 Usd que foram confiscados junto com os ganhos do bonus.

Dear Isaac,

Is this following timeline correct please?

-         €5 deposit with bonus

-         you have won €170 on slots

-         you switched to roulette and your winnings went up to €262

-         additional deposit €20 has been made

-         withdrawal has been requested

-         all the winnings confiscated due to playing restricted games

Could you please clarify why you have deposited additional €20 in to your account and mixed the funds? Thank you.

There is only one difference between this information and the reality the earnings after the deposit amounted to 30 dollars and in the way that it is described all the amount won in the roulette was added ... More the amount won after the deposit was not separated. I made the deposit to qualify my withdrawal.

So a uma diferen?a entre essas informa?oes e a realidade os ganhos apos o deposito somaram 30 dolares e da forma que esta descrito foi somado todo o valor ganho na roleta... Mais nao foi separado o valor ganho apos o depósito. Fiz o deposito para qualificar a minha retirada.

OK, let’s try again then ??

-         €5 No Deposit bonus

-         you have won €30 on slots

-         you switched to roulette and your winnings went up to €262

-         1st deposit €20 has been made to qualify for a withdrawal

-         withdrawal has been requested

-         all the winnings confiscated due to playing restricted games

Dear Isaac,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

as I answered earlier, the house claims that I used the bonus in a prohibited game, so I withdrew my winnings, but after my deposit I won 30 usd on the deposited amount and the house withdrew that amount also along with the winnings generated by the bonuses. .

como ja respondi anteriormente a casa alega que eu usei o bonus em jogo proibido, por isso retirou meus ganhos, so que apos o meu deposito eu ganhei 30 usd sobre o valor depositado e ja casa retirou esse valor tambem juntamento com os ganhos gerados pelos bonus.

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

I would like bCasino to join this case and explain why was the player's full balance confiscated. If the player had completed the wagering requirement before his 20€ deposit was made, every winnings afterwards should be paid to the player.

Dear Issac,

We have reviewed your account history, and at the time of depositing the €20 your balance was €233.63 which were the winnings from the bonus. 

By depositing and continuing to play without requesting a withdrawal, you were playing with mixed funds, the majority of which were winnings from the bonus.

Please note that as per the Terms and Conditions of the bonus (https://www.bcasino.com/en/tnc/free-bonus): The maximum allowed withdrawal amount for this bonus is €100. Any additional balance will be voided when we process your withdrawal request.

With the above in mind, when we processed your withdrawal unfortunately we found there the terms of the bonus had been breached, and therefore according to the same terms and conditions voided any winnings and returned your deposit to your casino account. (We see that you have now played and lost the deposited funds.)

We find that bonus was still in play and that Terms and Conditions were clear, and that we acted in line with these Terms and Conditions.

If you have any further questions or concerns, just let us know and we will help where we can.

now clearly according to the answer it appears that I made the bet with my deposit balance and that none used the bonus so the house is taking advantage of the active bonus to confiscate a real balance.

ora claramente segundo a resposta verifica-se que fiz a aposta com o meu saldo do deposito e que nenhuma usou o bonus entao a casa esta se aproveitando do bonus ativo para confiscar um saldo real.

isaacgomes3, can you please confirm that you received back your 20€ deposit?

yes I received the deposit amount back

sim recebi de volta o valor do deposito

Dear isaacgomes3,

We have already come to a conclusion that the casino had the right to confiscate your bonus winnings. The deposit they required for withdrawal was necessary to start the process. Only after you made the deposit, was found out that you breached their terms. The winnings generated from your 20€ deposit were confiscated because of the mix of real and bonus balance. However, the casino has returned at least your 20€ deposit - from that point on, it was only up to you how you manage to use that money.

We are sorry that we weren't able to help you to receive your full balance. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick