Bet24-7 Casino - Player's winnings have been confiscated for an alleged maximum betting limit violation.

 Hello. The bet24-7 casino has taken 1000 euros of my payout. They explained in a clarification that I violated the regulations by betting over 20 euros, which is forbidden.

 I have a verified account. The winnings were real money. I did not bet over 20 euros. I used the "buy bonus" feature with real money from the manufacturers Pragmatic and No Limit CITYBet:, 2.4Bet type: FEATURE_BETTotal bet: 398.4/ 0.6Bet type: FEATURE_BETTotal bet: 313./.The same was true with Pragmatic games. I played using the purchase bonus feature. When buying a bonus, my bet was 2 euros for example and the bonus cost 500 euros. I don't know what bet the casino system shows during the game with a purchase bonus function. My bet was for instance 2 euros. I contacted the casino. The financial department wrote once again that they took my payout in accordance with their regulations. Through live chat, I asked if I could buy a bonus with real money at a bet of 2 euros. I explained that the bonus would cost 500 euros, EVEN THOUGH THEIR REGULATIONS STATE THAT MAX BET IS 20 EUROS. THE LIVE CHAT PERSON SAID THAT IT WAS OKAY, IF IT WAS REAL MONEY I COULD USE THE "BUY BONUS" FEATURE. AFTER CONTACTING LIVE CHAT AND RECEIVING AN ANSWER TO AN ASKED QUESTION, EVERY PLAYER IS 100% SURE THAT THEY CAN USE THE BUY BONUS FEATURE. PEOPLE WORKING ON LIVE CHAT KNOW THE RULES VERY WELL, SO WHY DOES THE FINANCIAL DEPARTMENT TAKE THE MONEY? THIS IS SHOWN IN A SCREENSHOT. I FEEL INNOCENT, I REALLY NEED HELP ON THIS MATTER.

Dear ZWIERZAK,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue.

First of all, we consider a maximum bet applied in real money play to be unfair. Could you please specify where you acquired the bonus buy feature? Did you buy the bonus directly in a game, or did you activate it as a separate promotion?

Also, please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

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

Best regards

Veronika

WELCOME. FEATURES I MADE THE PURCHASE OF THE BONUS DIRECTLY IN THE GAME. I KNEW THAT I COULDN'T MAKE A BET ABOVE 20 EURO, MY BET WAS FROM 2 EURO TO 3 EURO, AND SUCH STUDY SHOWN ME DURING THE GAME, THE REGULATIONS DO NOT SAY THAT THE PURCHASE OF THE BONUS IS COUNTED TO MAX BET, GREETINGS. I'M SENDING THE DOCUMENTS BY EMAIL

Thank you very much, ZWIERZAK, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you ZWIERZAK for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet24-7 Casino for their help in resolving this complaint. We would like to ask if you could provide game history to my email (peter.c@casino.guru).

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Bet24-7 Casino. We have received the following message from the casino:

Dear ZWIERZAK, Veronika, and Peter,

Thank you for bringing this matter to our attention and for your efforts in mediating this situation. We understand the concerns raised by the player, ZWIERZAK, regarding the application of our maximum bet rule in the context of the "buy bonus" feature.

At Bet24-7.online, our Terms and Conditions, which can be found at https://www.bet24-7.online/en/info/terms-and-conditions, clearly state that the maximum bet limit applies to all forms of wagering on our platform. This includes the purchase of bonus features within games. We strive to ensure that these terms are transparent and accessible to all our players.

In the case of ZWIERZAK, our records indicate that the "buy bonus" feature was used in a manner that exceeded the maximum bet limit as per our terms. This is irrespective of the actual spin bet, as the total amount spent on buying the bonus is considered the bet in this context. We acknowledge that this may create confusion, and we are committed to improving our communication regarding such features in the future.

Regarding the live chat advice given to ZWIERZAK, we have initiated an internal review to ensure our customer support team provides accurate and consistent information. We apologize for any misunderstanding that may have arisen from this interaction.

We value the gaming experience and trust of our players and are committed to upholding a fair and responsible gaming environment. While we stand by our decision based on our terms and conditions, we are open to discussing this matter further with ZWIERZAK to reach a mutually agreeable solution.

Please find attached the relevant game history and correspondence for your review. We hope this information helps in assessing the situation fairly.

We appreciate your continued cooperation and look forward to resolving this matter amicably.

Best regards,

 Alex

Casino Manager

We would like to ask ZWIERZAK to reply to this complaint. We are extending the timer by 7 days. If the player fails to respond within the set time frame, we will reject this complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.