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Optibet Casino - Cancelled 250 euro withdrawal after successfully wagering their bonus

RESOLVED
Complaint Info
Disputed casino Optibet Casino
Reason Declined payment
Inactive user
Posted on January 3, 2017

I received 100 free spins on 31 December i won 7euro so i had to wager x35 this 7euro, i wagered 100% of it and on my account remain 250euro real money,so i made deposit 10euro and made withdraw requiest 260euro,,,today i enter my optibet account see on my balance 10euro,i checked transacion history and saw 250euro removed out from my balance,,,i contact support they said the bonus was removed "but what was the reason?" It turnd out probably that this site use such scam offers just to force people to make account of their site and make deposit.

Posted on January 6, 2017

Hello Florin,

Thank you for your message.

You were sent an email explaining this on 2nd January. As per our email, these free spins were credited to your account in error and as per our terms and conditions we reserve the right to cancel any incorrect bonuses and associated winnings.

Should you have any further questions, our customer support will assist you any time.

Best regards,
Optibet Team

AskGamblers
Posted on January 9, 2017

Dear @rsterbend,

Are you satisfied with casino's response? Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will close this case accordingly.

Thank you for your cooperation.

Inactive user
Posted on January 9, 2017

Not, I am not satisfied,,,,but what can i do? they just said its a error,,,,it was a promotion of new year only 31 December some players received 100free spins.

Posted on January 13, 2017

Dear Florin,

Your winnings were not honoured due to fact that you received the Free Spins without meeting requirements of the promo. As per promo terms and conditions Opti2 bonus free spins are awarded to player's second deposit if he used code OPTI2.
On the screenshot you provided it's visible that you made deposit of €10 already after the freespins bonus winnings reached your account. Also per promo terms and conditions minimum deposit to trigget the bonus is €20.

Best regards,
Optibet Team

AskGamblers
Posted on January 14, 2017

After a careful analysis of all the details and evidence which AskGamblers Complaints Team received from both player and casino management, we could confirm the fact that player claimed a bonus code /OPTI2/ and received free spins without actually qualifying for that bonus code and fulfilling the requirement of making a 20 euro deposit prior claiming the bonus. Instead player got the free spins without making any deposit due to human error made from a member of the Optibet Casino team.

As soon as the casino management found out the error they acted as per their terms and conditions and refused to pay any winnings accumulated while playing with balance derived from free spins credited by mistake.

Based on all the above mentioned, AskGamblers Complaints Team consider the case as resolved and it is being officially closed now. In case of disagreement with our decision player is free to look for further assistance on the matter from Optibet's regulatory body.

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