Bet24-7 Casino - Player’s winnings were confiscated.

Hello I have signup up in bet247 in August 2023 and deposit some amount after that I played several slots games and one live megaball game where my winning goes to approx 52600. I was happy and saw all the term and conditions of the Bet247, there it was written that after withdrawal you have to submit KYC documents and after verification your withdrawal will be processed.

Now I waited for more than 1 weeks for my withdrawal process and yesterday I received a message from finance department that I breached the overbetting so my winnings is forfeited.

Firstly when I played megaball there are no such term and conditions mentioned in evolution gaming and also in bet247 after my deduction they self made term and conditions and rejected withdrawal.

They made a hidden Conditions of winning and betting in their terms and conditions.

How can a user play without seeing their conditions.

I am attaching a proof of mail what they had said and proof of my gameplay also which they have said overbetting.

I request you to please process my withdrawal from this fraud company as soon as possible.

Thanks

Dear Ramsingh575,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Ramsingh575,

Have you received your withdrawal from the casino yet?

No I haven't received any withdrawal till yet. Instead of withdrawal they deducted all my winnings saying that you breach the maximum betting limit in the megaball so we are deducting all your winnings. Unfortunately when I wok there is no such Conditions mentioned in their terms and conditions. But after deducting they share a hidden Condition that this is our condition so we will not give you any amount.

Thank you for your reply, Ramsingh575. I checked the bonus T&Cs and I found this:

"The maximum wager allowed when a Bonus is active is €/$4 or the currency equivalent. This includes Bonus Buy features, where the total purchase cost applies. Failure to adhere to this rule may result in the loss of any associated winnings."

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

First of all there is no bonus active in my account. I played megaball live casino with my real money. I have bet approx 4000INR and win a amount approx 52k after verifying account when I process for withdrawal they rejected all the winnings and says that you breach our term and conditions of betting i.e; max bet is 20€. But it was not mentioned in their term and conditions when I played. These are hidden Conditions of bet247 by which they don't want anyone to withdrawal from their platform. This is clearly a scam which they are doing.

Thank you for the clarification.  I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Ramsingh575,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Bet24-7 Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi Ramsingh575,

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 Antillephone Gaming Authority (certria@gaminglicences.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.m@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 would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We received the following message from the casino:

"Dear Ramsingh575,

I am reaching out from Bet24-7 Casino regarding your recent complaint. Firstly, we want to express our commitment to fair and transparent gaming practices, which are fundamental to our operations. We understand your concerns about the withdrawal of your winnings and would like to address them.

Upon reviewing your case, we found that our Terms and Conditions, which include our betting limits and rules regarding bonus play and without bonus play, were applicable at the time of your gaming activity. These terms are in place to ensure fair play and the integrity of our gaming environment. It is important to note that all players agree to these terms upon registration and are responsible for familiarizing themselves with any updates.

In your specific case, our system detected a breach of the maximum betting limit as outlined in our T&Cs. This breach is the reason for the forfeiture of your winnings, as is standard practice in such scenarios. We understand that this might be disappointing, but we must enforce our rules consistently to maintain fairness for all our players.

We encourage you to review the specific terms that were in effect at the time of your play, which are available on our website. Understanding these rules can help clarify the situation and the actions taken by our team.

While we empathize with your situation, our decision is in line with our regulatory requirements and industry standards. We are always available to provide further clarification or assistance in understanding our terms and policies.

Thank you for your understanding and cooperation.

Best regards,

Customer Relations Team Bet24-7 Casino"

Dear Bet24-7 Casino team,

The player stated that they didn't play with a bonus. Could you please explain this and send the player's game history and (mark the overbets) to my email address (peter.m@casino.guru)? If it's not clear from the game history if the player played with a bonus or not, please also send the player log.

Hello there bet247, first of all there is no such term and conditions mentioned in your website when I signed up

Secondaly if I won with maximum betting limits then why don't your team forfeit my balance at that time when I won. You only show these conditions only when I withdrawaled and forfeit all of my winning money.

It clearly states that your intentions are not right with the players. You only want players to deposit on your platform but don't want to give money to them.

For overbets conditions. All responsibility are done by evolution gaming and I know I haven't breached any conditions of evolution gaming and won under the terms and conditions

These are the terms and conditions which now they have mentioned but that are not mentioned earlier. I want my withdrawal money back to my account I don't want withdrawal return to my account I will play again and if it's not possible then I will ready to expose them in INDIA Directly. They will never promote their casino again in India

Dear Ramsingh575 (Player ID: Sushant12),

Thank you for reaching out with your concerns. We understand your frustration and would like to address your points comprehensively.

1. Terms and Conditions Transparency: Our Terms and Conditions have always been an integral part of our gaming platform. These are readily available on our website and we encourage all players to review them thoroughly before participating in any games or tournaments. This is a standard practice in the online gaming industry to ensure fair play and transparency.

2. We appreciate your concerns about the maximum betting limits. In our current system setup, we do not have automated alerts or notifications for betting limit breaches. As such, it is imperative for players to be proactive and self-aware in adhering to the betting rules as outlined in our Terms and Conditions. The issue with your winnings was detected during our standard withdrawal review process, which is our primary method of ensuring compliance with the established betting limits. This review process is vital in maintaining the integrity and fairness of our gaming environment.

3. Intention and Fair Play: We strongly refute any suggestion of unfair intentions towards our players. Our aim is to provide a fair, secure, and enjoyable gaming experience. We value all our players and strive to maintain a transparent platform. Deposits and withdrawals are processed in accordance with our established protocols, which are in place to protect both the player and the integrity of our casino.

4. Compliance with Gaming Provider's Terms: While we work in collaboration with gaming providers like Evolution Gaming, it is crucial to understand that our casino also operates under its own set of rules and regulations. Compliance with these is mandatory for all players.

5. Resolution and Future Steps: We are committed to resolving this matter amicably. Our team is reviewing your case in detail and will reach out to you with a resolution. We appreciate your patience during this process. Regarding your concerns about our operations in India, please be assured that we are compliant with all regional laws and regulations.

In conclusion, while we empathize with your situation, it is imperative to understand that our Terms and Conditions are put in place to ensure a fair and regulated environment for all our players. We encourage open communication and are here to assist with any further queries or concerns you might have.

Warm regards,

The Bet24-7.online Team

Hello Bet247

First Of all I would like to tell you that when I deposited money on bet247 platform there was no such conditions mentioned that winnings will be forfeited if you bet more than 20€.

Secondly I have used many big platforms Of betting I am not mentioning name of them. There is no such conditions there that winnings will be forfeited.

I know casino has also term and conditions but this hidden term and conditions noone knows about that. If you are using this condition than simply your team is just enjoying with the winnings of Users balance who bet above.

No such conditions were breached when I bet and win.

I bet in mega ball in evolution gaming where we can bet 1-10000Rs of money in a single bet If such condition you are mentioning than why these conditions not mentioned on tha evolution platform that if you win from above 20€ than all winnings goes to bet247 pocket not yours.

I am ready to compromise with winning but I want my winnings back to my Bet247 account. Nothing else

Regarding promotion

You are telling that you are promoting under all compliance. No worries about that that's your matter but -ve reviews will impact your platform too much and I will do that

Dear Ramsingh575 (Player ID: Sushant12),

Thank you for reaching out to us with your concerns.

We understand your frustration and want to ensure that all our players have a clear understanding of our terms and conditions. At Bet24-7 Casino, transparency and fairness are at the core of our operations, and we take great care to communicate our policies clearly to our customers.

Regarding your claim about the absence of betting limits in our terms, we would like to assert that all conditions related to betting and winnings are explicitly stated on our website. These terms are accessible to all players before they decide to engage in any betting activity on our platform. It is crucial for players to review and understand these terms to ensure a fair and enjoyable gaming experience.

Contrary to your assertion, the condition that winnings may be forfeited if bets exceed a certain limit is not a 'hidden' term. This is a standard practice in the industry, implemented to maintain a responsible gaming environment and to protect both the player and the casino from potential financial risks. Each betting platform, including ours, has unique terms and conditions that may differ from others. It is the responsibility of the player to familiarize themselves with these terms upon registration and before engaging in gaming activities.

As for your experience on the Evolution gaming platform, please note that while we offer their games, the specific betting limits and terms are set by Bet24-7 Casino and are independent of the game providers' policies.

We take player feedback seriously and are committed to continuous improvement. However, we must also emphasize the importance of adhering to the agreed-upon terms and conditions for the integrity of our gaming environment.

Regarding your request for the return of winnings, we can only process actions within the framework of our terms and conditions. As your bets were placed in violation of these terms, we are unable to comply with your request.

We value you as a customer and hope to continue providing you with a superior gaming experience, in compliance with all regulations and our terms of service.

Should you have further questions or need clarification on our policies, please feel free to contact our customer support team.

Sincerely,

Bet24-7 Casino Team

Hi all,

Thank you for your replies.

Dear Bet24-7 Casino team,

I'm afraid we disagree with your opinion on the maximum bet rule applied to real money balance. If this rule is to be enforced, it should operate automatically within the software, preventing players from making overbets. Our Skype discussion seems to have hit a standstill, with no progress being made. I'll set a three-day timer, and if there's no headway, the complaint will become unresolved once more.

I agree with Peter's decision of maximum's bet rule

Dear Ramsingh575 (Player ID: Sushant12) and Peter,

We at Bet24-7 Casino take this matter seriously and appreciate the opportunity to further clarify our position. It is essential to understand that the rules and regulations in our terms and conditions are not only a cornerstone of our operations but also a fundamental aspect of the online gaming industry.

1. Industry Standards and Practices: The maximum betting rule is a widespread industry practice, not exclusive to Bet24-7 Casino. This rule is implemented across many online casinos to maintain a balanced and fair gaming environment. It is crucial in managing risk and ensuring the sustainability of the casino operations, which ultimately benefits all players.

2. Player Responsibility and Awareness: While we strive to make our terms as clear and accessible as possible, it is ultimately the responsibility of each player to be aware of and understand these terms. This includes any limitations on betting and the consequences of breaching these limits. Our terms are not only a part of the registration process but are also readily accessible on our website for ongoing reference.

3. Transparency and Fairness: We reject the notion that our terms are 'hidden' or deliberately obscured. Transparency is a core value at Bet24-7 Casino, and we make a concerted effort to ensure that all players have easy access to all our terms and conditions. This is in line with our commitment to fair play and responsible gaming.

4. Real Money Betting and Bonus Terms: The distinction between real money and bonus money betting is clearly outlined in our terms. The maximum bet rule applies universally to all forms of betting on our platform. This is a standard practice and is essential for maintaining the integrity of our gaming environment.

5. Software Limitations and Player Accountability: While the suggestion of an automated system to prevent overbetting is noteworthy, it's important to note that such technological solutions are not always feasible or available in the current landscape. The onus remains on players to adhere to the terms they agreed to upon registration.

6. Integrity and Trust in the Gaming Community: Our policies and decisions are made with the utmost regard for the integrity of our gaming environment and the trust of our players. Upholding these rules is not only a regulatory requirement but also a commitment to our players to provide a fair and secure place for online gaming.

We understand that this situation might be frustrating, but our stance is grounded in a commitment to fair and responsible gaming, which is paramount in our industry. We maintain our decision as it aligns with both our regulatory obligations and industry standards.

We hope this clarifies our position and demonstrates our dedication to upholding the highest standards of fairness and transparency in the online gaming industry.

Sincerely,

Bet24-7 Casino Team

Dear Bet247. I have interacted with many casino platform and this maximum betting rule which I have seen in your conditions, I haven't seen no where else

Secondly responsibility

Why don't you highlight this maximum betting condition on your man page or in betting. Ut only in your term and conditions Just because whenever player win you simply deduct their balance for your own sake.

Third software limitations

For your own sake you are not applying that condition if you applied than how will your pockets gets filled

Dear Peter they will not return my money. Better to downgrade their rating and make public my review.

If they agree I am ready to compromise but need money back to my bet247 account and a successful withdrawal

Dear Bet24-7 Casino team,

I believe our position on the issue is clear and I'm afraid it will not change. We are trying to push the whole industry to create a safer and fairer environment for the players and the (non-automated) application of the discussed rule is the opposite.

Dear Ramsingh575,

Unfortunately, I wasn't able to convince the casino to pay you your winnings. 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 reconsider, we will reopen the complaint, and you will be notified by email. I wish I could be of more help.

Best regards,

Peter