Rebellion Casino - Виграш гравця конфісковано.

Dear team,

I want to reach out to you,because Ive openened an account at rebellion casino and won firstly with the 20fs about 17€. Then I won about 910€.

The support team said I should wager 122€. I played with 5€ and all of a sudden all the money was gone.

I learned that it was confiscated after wagering the bonus.

This is very unfair player policy and I would like you to help me please.

Best regards,

Katharina

Dear Kara2022,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with Rebellion Casino.

To better understand your situation and assist you more effectively, could you please provide us with the following additional details?

• Could you clarify the date you opened your account and when you won the €910?
• Did you receive any communication from the casino explaining why your funds were confiscated? If so, please provide details or screenshots of this communication.
• Were there any specific bonus terms related to the 20 free spins that you were aware of or that were communicated to you?

Additionally, please forward any relevant communication or documentation regarding this issue along with your game history to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for you quick reply.

Ive opened the account yesterday on June 22nd 2024 and won firstly around 17€. Then I hit the major Jackpot with it and won about 910€. I wanted to withdraw and the support person told me to wager all in all 122€. So i played with 5€ and all of a sudden the money went down to 36€! But I didn't bet that much. I played about 10 times with the 5€.

They only told me via chat it was confiscated, because it was the additional amount after wagering. But 10x5 is also not 122€. So that must me a mistake too.

I have received an Email with the invitation to register and receiving 20fs. I'll send you that Email.

I don't have screenshots from the chat though...

Best regards,

Katharina

Hi Kara2022,

Could you please clarify whether your rewarded Free Spins were from any previous deposits or if they were given to you as part of the Welcome offer?

Thank you.

It was a welcome offer for signing in.

I signed in and claimed the freespins. I didn't deposit.

Best regards,

Katharina

Thank you very much, Kara2022, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Kara2022,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Rebellion Casino to join the conversation.

Dear Rebellion Casino,

Can you please provide us an explanation why were the player's winnigs confiscated? I could not find any max win limit mentioned in the email offer, nor did I find any such limit in your bonus terms and conditions for Free spins bonus offers.

Thank you Michal!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

And if they wouldn't reply, then there's no better solution for my case??

Dear Kara2022,

Sorry for the delay in my response. I have reached out to the casino team and after reviewing your situation they informed me that although there was most likely a mistake from their marketing department and the information about the max win from the free spins was indeed missing in the email that was sent to you, however, the max win cap of €20 was implemented according to the no deposit bonus rules. The casino representative asked me to apologize to you on their behalf but the max win cap was implemented for all players not just you and according to their statement, no one else has complained about it. While I acknowledge that the situation is far from ideal, it is understandable that a no-deposit bonus would come with a maximum win limit. Additionally, €20 is a typical amount for such bonuses. No-deposit bonuses are basically free money the casino is giving to players to try out their games. I have not come across a no-deposit bonus from which the casino would allow to withdraw €900.

According to the evidence we received there was no withdrawal of the winnigs from the free spins submitted from you and you have not made any real money deposit. Since you then continued to play with the funds and initially lost them all there is not much that can be done.

I recognize that this situation was not directly caused by you, therefore I have asked the casino to explore the possibility of providing you with an alternative no-deposit bonus as a potential gesture of compensation for the inconvenience.

Thank you, but I don't need an alternative bonus to win 20€ or whatever.

Thanks for your help.

Best regards

Dear Kara2022,

I understand that my response was not what you expected, but as the jackpot win occurred while you were wagering the 20FS in the Elvis Frog in Vegas slot, the max win cap from these free spins was applied.

I again agree with you that the information about the max win from the free spins was indeed missing in the email that was sent to you, however, the max win cap of €20 was implemented for all players who claimed the bonus not just you. I have not come across a no-deposit bonus from which the casino would allow to withdraw €900. 

I fully recognize that this situation was not directly caused by you, but since there was no withdrawal of the winnings from the free spins submitted by you and you have not made any real money deposits, instead you continued to play with the funds and initially lost them all. There is not much that can be done. You have not lost any of your real money, so the only possible "compensation" for the inconvenience the casino team can offer is to provide you with another 20 free spins bonus with a maximum win of €20.

It is, of course, up to you if you are interested in this or not, but sadly, this seems to be the only solution that can be offered to settle your case.

Please let me know if this is acceptable to you or if I can assist you with anything else.

Dear Kara2022,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks, but I don't want any freespins no more...

Dear Kara2022,

I understand that your complaint was not resolved to your satisfaction, and I agree that the information about the maximum win from the free spins was indeed missing in the email sent to you. However, the only "compensation" the casino team can offer is another 20 free spins bonus with a maximum win of €20. I believe this adequately addresses your complaint, considering the disputed amount was purely from a no-deposit bonus and you have not lost any of your real money.

Since you have clearly stated that you are not interested in this offer, there is nothing more that can be done, and I am forced to close this complaint as rejected. I apologize that we can't be of further help.

If you encounter any issues with this or any other casino in the future, please don’t hesitate to contact us, and we will do our best to assist you.

Best regards,

Michal

Casino Guru