b-Bets Casino - Winnings missing from the account

RESOLVED
posted on July 16, 2015.

I made 1000€ withdrawal and had 300€ to play with in my casino account. I made withdrawal over 2 days ago. Today I logged in to casino and saw all was gone, no money in my account and no information about payment. it's incredible hard to get any answer from this casino. I have e-mailed them many times about this but no answer.
I got very nice wins from different games, I want my cash

posted on July 17, 2015.

Okay I got e-mail answers from them about my vanishing cash.
"When you made your deposit you used the 400% welcome bonus. According to our bonusterms winnings with this bonus are limited to a maximum of 500 euros and the remainder will be waived.
Therefore you will receive 500 euros of the payout you requested shortly which is still a very nice winning.

Let us know if you have more questions, we are happy to help you!

Sincerely,
Andre
b-Bets Support
casinolive-support"

At the time I joined this casino I didn't see this rule, maybe I just didn't read carefully or they added it later. Anyway in my opinion that's not nice, whats the point to take bonus if you can't claim your all winnings.

Yesterday I got this
"Dear Tommi,

Your payout has been accepted by our financial department. As soon as they overlook banking details you have provided in your payout request and make sure everything is OK, your payout will be processed.

Let us know if you have more questions, we are happy to help you!"

I guess I will just wait for that 500€ now.

posted on July 19, 2015.

Dear Tommi,

Thank you for your updates. Please note other players on which this rule apply, where understanding in a way that it is included in our bonus terms since we have this bonus, and it is a very low risk bet: deposit only 10 and play with 50 euro is almost a No Deposit bonus, which is known for its limitations...If you did not want to play with payout limits, you could have opted for one of our other bonuses : 100% or 120%.
We try to explain our bonus terms as clear as possible to our players, and in case you do have questions regarding this, our support team is happy to assist you so you can become also one of our loyal players.

posted on July 22, 2015.

Still havent received any cash :(

posted on July 23, 2015.

They told me this in monday

" Dear Tommi,
>
> Your payout has been processed yesterday, July 16th and it will soon show in your bank statement.
>
> Please allow 1 to 5 working days for the transfer to show, as this depends on the banks' transfer speed.
>
> I wish you a good day and enjoy your play in our casino.
>
> Let us know if you have more questions, we are happy to help you!
>
> Sincerely,
> Marijana
> b-Bets Support
> casinolive-support"

I asked them yesterday "still no cash received..... Are you sure you send it to a right bank number ?"

Answer was "Dear Tommi,

I forwarded your message to our financial department who will investigate on this and inform you as quickly as possible.

Let us know if you have more questions, we are happy to help you!

Sincerely,
Andre
b-Bets Support
casinolive-support"

I can't believe it's taking this long, this so called financial department seems to never been working. It's hard to make any contact with this casino , Livechat is never online, and e-mail answers you get very slowly. I have been thinking about them lie to me about payout because cash still not received and its been 1 week already...

posted on July 23, 2015.

Still nothing, no cash no info about this payment, no livechat , no e-mail answers, absolutely nothing...

posted on July 24, 2015.

Askgamblers pls help me, im skint because casino dont pay. I trusted the I would get my cash and used all I had. I dont know what to do anymore

AskGamblers
posted on July 27, 2015.

Dear @Tomber,
Any updates regarding your complaint.
Thank you.

posted on July 27, 2015.

OK . I got my 500€ today, Finally

AskGamblers
posted on July 28, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.