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10Bet Casino - Arbitrary account closure and bonus cancellation

RESOLVED
Complaint Info
Disputed casino 10Bet Casino
Reason Account closure
Amount € 189.47
Posted on December 12, 2017

Hello, I have an account with 10bet for a few weeks and I have deposited over 1700€ to them and placed my bets with no problems. I received their first deposit bonus and normally rolled it over, then I received another bonus when I deposited 700€ a week ago and received a bonus of 105€. I had to roll over 4000€ to be able to withdraw my money and I managed to roll over 3800€ and lost almost all of my money and then when I had only 200€ to bet to be able to withdraw my winnings 10bet locked my account yesterday and told me that 10bet will no longer operate in my country of residence and that any bonuses I currently have will no longer be available for roll over or usage. This happened with no notification or alarment, it was Ok to bet when I lost 1500€ with them but now that I only have 200€ to be able to withdraw my money they want to confescate all of my money and cancell my bonus. i contacted them a few times but they only say they will try to pay out my real funds but all of my money is still under bonus funds. Please contact them as this was done deliberetly, how can they just decide and cancel all of my bonuses and my money with no notification. Thank you

Posted on December 15, 2017

Hi MUHEL555,

Unfortunately i have to inform you that we suspended Slovenia Geo-Locations on 10bet.com due to regulation reasons meaning any new registration or login to the website won't be possible.
You should received a email notification regarding that.
The Terms & Conditions of the site will be updated soon for any misunderstanding

BR,

10bet.com

Posted on December 17, 2017

Hi MUHEL555,

In addition on my previous message i would like to precised you that the decision of 10Bet to cease its operation in a specific jurisdiction is based on certain internal considerations. As long as this is clear 10Bet straight away transfers the information to its members although sometimes this might happen within a short notice. Nevertheless, in similar circumstances we always make balance payout decisions on the premise of placing the customer in a position which does not affect in a negative way the money held at the time of the market services suspension. In your specific case, once the internal decision was made, we notified you immediately and furthermore we paid out your remaining balance of €189.47 although it was bound to remaining wagering conditions. This fully covers the responsibility of 10Bet as a remote gambling operator under the described circumstances and the actions due on behalf of the Operator towards the relevant membership agreement.

BR,

10bet.com

AskGamblers
Posted on December 18, 2017

Dear @muhel555,

Please let us know if we may close this complaint as resolved? Please keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on December 18, 2017

Short notice, I placed a bet at 9 in the morning, it was accepted, then I loged in normally at 11 but got logged out by you and received an email at 12 that you will no longer offer service in my country and that all of my bonuses are voided. I wonder what would happen if I had won money with you and not lost more than 500€. And thank you very very much for giving me 10€ of my bonus, I rolled over 3800€ of 4000€ I had to and I would rolled over the bonus as we agreed if you had not decided that Slovenians cant bet with you anymore. And I had to wait for one week like an idiot. Thank you askgamblers for sorting this out.

AskGamblers
Posted on December 18, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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