Cleopatra - Winnings disappeared

Hi Mel04041987123456 - welcome to ThePOGG.com!

Firstly, please confirm the url of the operator you are complaining about.

Before we contact the operator, I have to be clear that if you have opted in to allow the operator to auto-credit bonuses, and the operator can show this via their records, there will be nothing we can do to assist you.

Thanks,

ThePOGG

Cleopatra casino

The toggle button was off

I have never personally turned this toggle button on ever

Hi Mel04041987123456,

Please confirm the url of the operator you are complaining about.

Thanks,

ThePOGG

https://www.cleopatracasino.com/

?

Sorry I just need to clarify I deposited $50 from my bank account and did not select any bonus with my deposit to avoid any winnings being forfeited. However Cleopatra has given me a deposit bonus of $10 anyway at some stage while I began winning.

Hi Mel04041987123456,

I've reviewed this issue with Cleopatra Casino and sadly we are unable to uphold your claim.

When depositing you were presented a screen similar to this:

You were presented with both the available bonus for this deposit alongside an option to opt out of the promotion. This has NOT be a case of the operator randomly and without notification adding bonus funds in the middle of play, but rather a standard deposit bonus that you received with your deposit.

Sorry we could not be of further help.

ThePOGG

No that is not true, there should not have been a standard deposit bonus I NEVER selected and bonus with my deposit! I've been with Cleopatra casino for over a year now I play very regularly I never select a bonus along with any deposits.

Yes the screen does look like the picture you have shown and firstly I am way past the 1st 2nd 3rd and 4th deposit bonuses. I never added a bonus with my deposit.

Why would I deposit my money into an online casino that won't let me withdraw what I win from it?

Also what's the point of playing if they are just going to make all the winnings disappear down to $100? Why was it taken anyway? And how come it's $100? 10 times the $10 bonus amount? Well the minimum I can withdraw is $500 though so how does that even work? How can what they have done even be legal? So your meaning to tell me I'm depositing money into the website for absolutely no reason but to loose and not win.

I never added any promo code with my deposit aren't I entitled to what I rightfully won?

I never added any bonus with my deposit! "Sorry we can not be of any further help"!??? How have you helped me at all? Shouldn't I have to select a bonus, add the promo code or turn on a bonus button to maybe then have all my winnings forfeited? Even that sounds crazy.

How come Ive never had a bonus automatically applied without inserting a promo code before? Until now?

Also at first they said all I need to do is verify my new bank card and that was the reason for not being able to with draw so I uploaded it then withdrew then it bounced back again and then they said it's been verified it will be ok to withdraw now...only a third time when chatting to them they then wipped all my money.

So they give me a bonus when I never added one to my deposit? They never give me a bonus along with a deposit without me adding the promo code. Fair enough if it was a straight bonus that I used but I used my own money.

Hi Mel04041987123456,

The screenshot above is not from your account, it is just an example to show how the Cleopatra banking system functions. If you did not wish to receive the bonus on offer with your deposit you would need to have checked the displayed tick box.

ThePOGG

I didn't elect to use a bonus with my deposit

Hi Mel04041987123456,

We've covered this already. I'm sorry you are unhappy, but there was a clear option to allow you to opt out of receiving the bonus that was offered. You did not take this. In stronger regulatory systems we would agree that an opt in would be better, but where you choose to play with operator's licensed in Curacao, the regulator is not going to put this type of restriction on their licensees.

Sorry we cannot be of further help.

ThePOGG

I'm making a formal complaint about Cleopatra casino such thing you speak about should not be legal. That is so wrong

I read the entire conditions before I join an online casino because of the regulatory legislation in Australia my residing country.

And there was no option to opt out of bonuses button on my screen.

There was no " bonus being offered " so I was not aware that I was even receiving a bonus.

Also aren't you supposed to be able to withdraw at least a certain amount even with a bonus?

Isn't depositing money into an online casino supposed to have both a risk of loosing and winning?

Cleopatra Casino is in breach of their own licence conditions because they have not given me any opportunity to withdraw anything that I won. Not one cent!?

Why was my winnings cleared for? Shouldnt I be able to play with the amount won?

I read the entire conditions before I join an online casino because of the regulatory legislation in Australia my residing country.

And there was no option to opt out of bonuses button on my screen.

There was no " bonus being offered " so I was not aware that I was even receiving a bonus.

Also aren't you supposed to be able to withdraw at least a certain amount even with a bonus?

Isn't depositing money into an online casino supposed to have both a risk of loosing and winning?

Cleopatra Casino is in breach of their own licence conditions because they have not given me any opportunity to withdraw anything that I won. Not one cent!?

Why was my winnings cleared for? Shouldnt I be able to play with the amount won?

Hi Mel04041987123456,

This is a standard screen option that is presented whenever a bonus is offered. I appreciate you do not remember it but that does not mean it was not there.

Where you accept a bonus you are subject to bonus restrictions until such time as the wagering requirements are met. If you breach the bonus terms the bonus contract is void and the operator are within their rights to reset both parties to pre-contract conditions.

I'm sorry but there is nothing further we can do to assist you.

ThePOGG

Wagering requirements were met so why didn't they let me withdraw?

Hi Mel04041987123456,

As is explained in the bonus terms and conditions, the maximum allowed win with this bonus was 10x the bonus you received, in this case $500 AUD.

ThePOGG

So why did they clear it to $100?

I'd like my $500 please?

Ok let withdraw $500 and we can have the matter resolved?

Hi Mel04041987123456,

My apologies - I miss quoted the figure. The rule is maximum win is 10xbonus as stated above. Your DEPOSIT was $50 AUD. As you stated in your initial submission the bonus you received was $10 AUD. So the maximum allowed win was $100 AUD, which as you acknowledge above you have already received.

ThePOGG