The player from Germany had issues with the casino regarding free spins from the second deposit bonus. Despite winning €21, it was credited for only one second, and support did not resolve the issue in five days. Additionally, problems occurred with the third deposit bonus, where the player didn't receive the free spins. The casino acknowledged the error and credited the player's winnings with wagering requirements. The player expressed dissatisfaction with the resolution and requested account closure. The complaint was marked as unresolved due to lack of confirmation from the player.
Belabet Casino - Player’s winnings vanished and bonuses have not been credited.
Amount: €21
Belabet Casino
Safety Index:Fresh casinoSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hi
I've played at many Dama NV casinos, but this one really tops them all.
Very rarely do I have problems with DAMA casinos...
It started with the free spins on the second deposit bonus.
I had 30 free spins at 10 cents each, and I figured I wouldn’t win anything.
With these free spins, I won €21, and it was credited to my account for exactly one second.
30x2 FS Series
Issued
11 June 2024, 21:36
Valid until
11 June 2024, 21:36
As you can see, the amount was credited for about one second... I then asked in the live chat, and the representative (always the same person) told me that I didn’t meet the wagering requirements.
Um, yeah, in one second? Okay, he understood that and forwarded it to the technical department.
I’ve been waiting for a response for 5 days now.
Next, with the third deposit bonus, I wasn’t credited the free spins, and he said I canceled them. I mean, I didn’t cancel anything. It would only make sense if I actually had the free spins in the first place...
The support is always the same person, and why this casino has a DAMA license is beyond me.
Do yourself a favor and stay away from this absolute scam of a casino.
Here's the best part:
If you want more details, the technical department will need to examine your account for examples of errors and technical faults.
The same representative replied to me with this after several days.
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4 months ago
Dear nix1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after your winnings disappeared?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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4 months ago
We are very sorry, our technicians have found an error on our side, the provider did not display the time of the free spins correctly.
Nothing was credit Day 6 now !
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4 months ago
Hello, Veronika and nix1
I am writing to clarify a certain situation. It has come to my attention that there may be some misunderstanding.
Player nix1, made a deposit to receive a 70% enhanced second bonus of up to EUR 100, 60 free spins and a 30 x 2 FS series.
The player received a 30 x 2 FS series bonus. Won 21.59 EUR in FS (Must be wagered 55 times)
However, the bonus was not credited, it was automatically deducted. This is because the bonus duration value on the SS page was set to 0 by mistake.
We have already corrected this issue and the player has received his 21.59 EUR x 55 wager. The question can therefore be closed.
nix1, we have received several complaints from our staff regarding the use of inappropriate language and swearing during your recent interactions with our support team.
I understand that frustrations can arise when dealing with technical issues or service concerns, and we are committed to resolving any problems you may encounter as efficiently as possible. However, I must kindly ask you to refrain from using offensive language and swearing at our support team in the future.
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4 months ago
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Insult is called your casino!
Ever thought about the fact that I'm STILL missing all the 3rd deposit free spins?
Do you actually read this over and over again?
I've been lied to MULTIPLE TIMES by support and I'm supposed to keep quiet?
The best part is that I APPARENTLY cancelled the free spins from the 3rd deposit!
I want to know WHERE and HOW I can cancel the free spins WITHOUT HAVING THEM!
So always keep your feet on the ground!
Ps: Your support (as you can see from the reviews here) is extremely bad!
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4 months ago
nix1 firstly, please read this paragraph > 'At the end of the bonus period, if the bonus remains valid and the conditions of wagering are not met, all bonus money and winnings are void. Free spins are part of the bonus. If the bonus or any winnings from the Free Spins are cancelled, the Free Spins series will be interrupted and further Free Spins will be cancelled.' Bonus Terms & Conditions
'Ever thought about the fact that I'm STILL missing all the 3rd deposit free spins?' - You have not fulfilled the wagering requirements of the bonus. That is why you have not received any future bonuses.
Now, your Bonus ratio - 117%
In other words, the majority of your games have been the result of bonus money.
We would like to inform you that our support team officially started its work on 12th June 2024. Prior to this date, there was no active support in place, which may have caused delays and difficulties in addressing your concerns. We sincerely apologise for any inconvenience this may have caused.
Please note that I am not part of the support department and therefore not able to formally accept or process complaints. However, I have endeavoured to assist all users who have contacted the site to the best of my ability, despite these limitations.
All user complaints have been addressed, and every user has received their funds as requested. We want to emphasize that at no point did we cheat or mislead anyone. Our commitment to honesty and transparency remains unwavering, and we take pride in ensuring our users are treated fairly and promptly.
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4 months ago
Translation
Well if that isn't the answer of the day^^
nix1 Please read this paragraph first > "If the bonus is still valid at the end of the bonus period and the wagering requirements are not met, all bonus funds and winnings are void. Free spins are part of the bonus. If the bonus or winnings from the free spins are cancelled, the free spins series will be interrupted and further free spins will be cancelled." Bonus terms and conditions
Where did I cancel something?
I got the bonus money from the 3rd deposit bonus NEVER THE FREE SPINS!
If I had ever had these free spins then something would be written there too!
How do you keep coming back to the conclusion that something has been canceled?!
That's a complete lie!
Now, your bonus ratio - 117%
In other words, the majority of your games were the result of bonus funds.
In other words, you are not allowed to accept the 3 welcome bonuses because otherwise you would be allowed to read something like that? You realize that yourself, right?
All user complaints have been addressed and every user has received their money as requested. We would like to stress that at no point have we scammed or misled anyone. Our commitment to honesty and transparency remains unwavering and we pride ourselves on ensuring our users are treated fairly and in a timely manner.
RARELY LAUGHED SO MUCH!
In plain language: You accuse players of nonsense and don't even own up to your mistakes!
I would ask you to close my account IMMEDIATELY and @ Casino Guru what is that?
Are they really serious?
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4 months ago
I would like to clarify for you what the word 'cancellation' means:
1. Cancellation of bonus at player's own request
2. Bonus cancellation after bonus wagering time expires
3. Bonus cancellation after failure to meet wagering requirements
4. Cancellation of funds and accruals after failure to meet wagering requirements
You did not meet the wagering requirements, so there were no further additions Fs.
This is the basic setup and rules of any other Dama N.V. casino. We have no right to break the rules as we are legally responsible for doing so. We have apologised to you and confirmed that it was a mistake on our part. Earlier you yourself quoted this paragraph.
We've compensated you for the damage, so I guess we can close the case. I see no point in further discussion with you.
Have a nice day!
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4 months ago
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3. Bonus cancellation after non-fulfillment of the sales conditions
Well, I didn't have the free spins, just the deposit bonus.
If you were to use the 3rd deposit bonus, would you be credited with the free spins?
I have never had these free spins in my account, so these sales conditions cannot be what they mean.
This is not meant to be an attack 😉But in every other casino you get the free spins credited with the deposit bonus. This did not happen to me and I think it has nothing to do with the deposit bonus.
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4 months ago
nix1, you were credited with bonus FS as described above, but due to the above error (bonus duration 0, it was automatically deducted). After scrolling, that is, you scrolled through the FS and it wrote off the winnings from the FS, you said so yourself. This means that you received your free FS but did not receive from it, so the statement that you did not receive your FS for the 3rd deposit bonus is unfortunately not true.
I can provide you and Veronika with a screenshot to back up my words.
If you would like to receive a NEW bonus (Which is not related to this bonus, but is a bonus we issue at our discretion) to make up for our mistake, please let us know. You're trying to find out your attitude, to prove your truth. But the subject of this question is closed here if you want a NEW bonus. Please ask our support in Live Chat.
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4 months ago
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I just asked in the live chat what kind of bonus this is in your opinion
A total of 30 free spins at 10 cents each..
keep the free spins and be ashamed of yourselves!
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4 months ago
Dear Belabet Casino representative,
Thank you very much for getting in touch with us, thoroughly explaining the player's situation, and offering an alternative solution.
Dear nix1,
Do I understand correctly that you failed to finish the wagering of your 3rd deposit bonus on time, so it was canceled by the system? Have you received compensation from the casino as stated in this complaint thread?
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4 months ago
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Got 30 free spins and the casino can close my account
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4 months ago
Have you requested your account to be closed directly with the casino? Please bear in mind that we assist only those players who request self-exclusion due to gambling problems, not those who are seeking a regular account closure.
