The player from Germany has been accused of breaching bonus terms by placing single bets greater than the allowed ones. After a closer examination, we ended up rejecting this complaint as unjustified.
BetAmo Casino - Player’s bonus winnings have been voided.
Amount: €3,000
BetAmo Casino
Safety Index:Above averageSafety Index
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7.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Good evening,
I deposited 150 euros at the above casino and the bonus enabled me to play with 300 euros.
I implemented the bonus condition and earned over 3700 euros.
Then I played two more days until I wanted to withdraw the amount of 3000 euros.
I received an email that I violated the bonus terms.
After I requested a history of my bets, I was sent a history of all the bets in each game.
According to them, I played for 2 minutes on 6 euros, although I wasn't aware of this.
According to the bonus conditions, I can only bet a maximum of 5 euros.
Apart from that, my balance on November 14, 2020 at 02:42 a.m. was 1978 euros, then I probably accidentally played for 2 minutes with 6 euros stake until 02:44 a.m. Then my credit was 1801 euros. With the 6 Euro bet I even made a loss of 177 Euro.
I then played for several hours and met the bonus condition.
Apart from this one time when I was briefly above the 5 euro stake, I never exceeded the amount.
I then played for another 2 days after the bonus was successfully completed.
Now I wanted to have 3000 euros paid out to me, but these were completely confiscated due to the violation.
I don't think that's fair because it wasn't intentional, nor did I benefit from it.
Please help me.
best regards
Tobias ***
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Dear Tobias,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.betamo.com/promotions:
„The maximum bet with an active bonus is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Betamo reserves the right to confiscate the winnings."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
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4 years ago
Dear Tobias,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Translation
Hello, as described, I cannot remember having played with a stake of 6 euros.
But I don't know if the casino can be trusted to have faked the betting history.
The casino has a mechanism that when playing with a bonus some games and slots are not playable.
Here you get the message that mam cannot play this game due to the bonus.
Then, as a player, you naturally trust that there will be a message if you exceed the maximum bet of more than 5 euros.
Unfortunately, there is no such hint.
For me the intention of the casino is not to have to withdraw winnings.
In addition, this 5 euro rule is probably only there so that the bonus is not implemented so quickly.
According to the betting process, I only played for 2 minutes with 6 euros and lost 177 euros in that time. So that was good for the casino. I had no loan advantage from it. I also did not significantly influence the turnover that I have to meet for the bonus conditions.
20 minutes later I had already met the bonus conditions.
So in my case, as long as the betting process was correct, this rule was only used in order not to have to pay out the money and not because it gave me an advantage from the bonus.
This is simply a casino strategy that is neither fair nor properly justified.
If there is no agreement with the casino, I will take legal action against it, as there is no proportionality. In addition, in my opinion, there must be an obligation to notify if you exceed the maximum amount of 5 euros, as there are such notices for some games during the bonus conditions.
Greetings Tobias
Automatic translation:
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4 years ago
Thank you, Tobias, for your reply. Have you received your game history from casino? Could you forward it to petronela.k@casino.guru?
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4 years ago
Thank you very much, Tobias, for forwarding your game history. I have checked it carefully and unfortunately, found 47 bets exceeding the maximum allowed. All these bets have been placed while you were wagering your 2nd deposit bonus, playing the Gold Vein slot machine.
As I mentioned earlier, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule. Please understand that breaching this term led to confiscating the bonus winnings and it is an irreversible process.
There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
I am truly sorry I couldn’t help you more in this case. Thank you for your understanding.
