Cleopatra Casino: after wagering the bonus they deducted part of my winnings and told me to play with my own funds for 1500 USD
Complaint from EngelCore98 to Cleopatra Casino dated 4/23/24
On March 29, I made a deposit of $60 under a promo that I received by mail, this message contained no information about a maximum win, in the chat a support agent told me that there is no win limit for the promo code.
The bonus was wagered, when my balance was about $550 there was also a bonus from freespins (FOR SOME REASON IT WAS ALREADY MARKED AS PLAYED, EVEN THOUGH MY BALANCE WAS FINE, IT WAS AS IF IT WAS JUST CANCELED, THE AGENT TOLD ME THAT THE BONUS MONEY FROM THE FREESPINS ALSO HAD TO BE PLAYED THROUGH, I ACTUALLY PLAYED IT THROUGH, BUT THEY CANCELED IT) after wagering the bonus, I played slots for another 1-2 hours and reached $2300 and decided to withdraw, the agent told me everything was fine, the withdrawal would be processed within the next few hours, in the end they deducted part of the win, disabled all bonuses and told me to play for real money more often.
I demand $1500 returned to my balance, I won it with real funds, you had no right to deduct it, and why did you cancel the freespin playthrough?
Discussion process (2)
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Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | April 23, 2024 at 6:57 AM |
| Last revision | May 2, 2024 at 11:15 AM |
| Views | 303 |
Complaint Author
| Parameters | Cleopatra Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
EngelCore98
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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The complaint was sent to the platform
The platform provided the following response:
Hi,
After reviewing the player’s request, we inform you of the following:
The player made a deposit of 5,988.77 RUB.
The funds from this deposit were locked by the bonus “MERGE140 – 140% up to 120 EUR”, received for using the corresponding promo code when making the deposit.
This bonus consists of a cash part and free spins.
After analyzing the user’s gaming activity, we see that the player first completed the wagering of the cash part of the bonus, then proceeded to play out the free spins.
The balance at the start of the free spins was 70,446.64 RUB, the balance after the free spins was 66,204.14 RUB (the difference between balances – 4,242.50 RUB).
Bonus funds at that time amounted to 4,192 RUB.
Thus, the free spins were cancelled automatically by the system based on the relevant clause of the Terms and Conditions:
“Bonuses are automatically cancelled upon active balance reaching the amount of 0.01 USD, 0.01 EUR, 0.01 RUB, 0.01 NOK, 0.01 AUD, 0.01 JPY, 0.01 NZD, 0.01 CAD, 0.01 PLN, 0.000001 BTC, 0.00001 BCH, 0.00001 ETH, 0.0005 LTC, 0.05 DOG, 0.01 USDT, or less. This term only applies to balance tied to a bonus, i.e. deposit + bonus, or a bonus only (in case of a no deposit bonus), and doesn’t apply to funds on player’s balance gained from other deposits or bonuses.”
Since the free spins were cancelled by the system, and the player did not make any deposits after receiving the “MERGE140 – 140% up to 120 EUR” bonus, we can conclude that the winnings were acquired as a result of wagering the cash part of the bonus, and all funds obtained as a result of bets after completing the wagering of this bonus are equated to bonus funds.
After completing the wagering of “MERGE140 – 140% up to 120 EUR” the player requested a withdrawal of 230,007 RUB.
This withdrawal request was cancelled with a subsequent balance correction in accordance with the following clause of the Terms and Conditions:
“The maximum winnings that will be paid out resulting from any welcome bonus, daily deposit bonus, weekend bonus, match-up bonus or a promo deposit bonus will be 10x from the initial bonus sum. Any winnings exceeding this amount will be forfeited.”
The player was informed about the terms of playing with this bonus when receiving the promo offer:
The cash part of the “MERGE140 – 140% up to 120 EUR” bonus amounted to 8,384.27 RUB, therefore the maximum amount of winnings available for withdrawal is 83,842.70 RUB.
We inform you that the withdrawal of 83,842 RUB was processed on April 29, 2024. The Casino has no financial obligations to the player.