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.
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.
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.
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 ***
Guten Abend,
ich habe bei dem oben genannten Kasino 150 Euro eingezahlt und durch den Bonus konnte ich mit 300 Euro spielen.
Ich habe die Bonusbedingung umgesetzt und über 3700 Euro erspielt.
Anschließend habe ich zwei weitere Tage gespielt bis ich mir dann den Betrag von 3000 Euro auszahlen lassen wollte.
Ich habe eine E-Mail erhalten, dass ich die Bonusbedingungen verletzt habe.
Nachdem ich einen Verlauf meiner Einsätze gefordert habe wurde mir ein Verlauf mit allen Einsätzen in jedem Spiel geschickt.
Laut diesen habe ich 2 Minuten lang auf 6 Euro Einsatz gespielt, obwohl mir dies nicht bewusst war.
Laut Bonusbedingungen darf ich nur maximal 5 Euro setzten.
Abgesehen davon lag mein Guthaben am 14.11.2020 um 02:42 Uhr bei 1978 Euro dann spielte ich wahrscheinlich versehentlich für 2 Minuten mit 6 Euro Einsatz bis 02:44 Uhr. Dann lag mein Guthaben bei 1801 Euro. Ich habe mit dem 6 Euro Einsatz somit sogar einen Verlust von 177 Euro gemacht.
Ich habe dann noch mehrere Stunden gespielt und die Bonus Bedingung erfüllt.
Abgesehen von diesem einen mal als ich kurzzeitig über den 5 Euro Einsatz lag habe ich kein einziges mal den Betrag überschritten.
Ich habe dann nach erfolgreicher Beendigung des Bonus noch 2 Tage lang gespielt.
Nun wollte ich mir 3000 Euro auszahlen lassen, doch diese wurden aufgrund des Verstoßes komplett beschlagnahmt.
Das finde ich nicht fair, da dies weder Absichtlich geschah noch habe ich einen Vorteil dadurch gehabt.
Bitte helft mir.
Liebe Grüße
Tobias ***
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
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
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.
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.
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
Hallo, wie beschrieben kann ich mich nicht erinnern mit 6 Euro Einsatz gespielt zu haben.
Ich weiß aber nicht ob man dem Kasino zutrauen kann, den Wettverlauf gefälscht zu haben.
Das Casino hat einen Mechanismus, dass bei dem spielen mit einem bonus einige spiele und slots nicht spielbar sind.
Hier bekommt man den Hinweis, dass mam aufgrund des Bonus dieses Spiel nicht spielen kann.
Dann Vetraut man als Spieler natürlich auch darauf, dass es einen Hinweis gibt wenn man den maximalen Wetteinsatt von mehr als 5 euro überschreitet.
Leider kommt so ein Hinweis nicht.
Für micht ist das Absicht des Kasinos um Gewinne nicht auszahlen zu müssen.
Zudem gibt es diese 5 Euro Reglung wahrscheinlich nur, damit man den Bonus nicht so schnell umsetzt.
Ich habe laut dem Wettverlauf nur 2 Minuten mit 6 Euro gespielt und in der Zeit noch 177 Euro verloren. Somit war das für das Kasino gut. Ich hatte dadurch keinerleih vorteil. Auch habe ich damit den Umsatz den ich für die Bonusbedingungen erfüllen muss nicht maßgeblich beeinflusst.
20 Minuten später hatte ich schon die Bonusbedingungen erfüllt.
Also hat man in meinem Fall, sofern der Wettverlauf stimmt, diese Regelung nur ausgenutzt, um das Gewonne Geld nicht auszahlen zu müssen und nicht, weil ich dadurch einen Vorteil vom Bonus hatte.
Dies ist einfach eine Strategie des Kasinos, welche weder fair noch ordentlich begründet wurde.
Sollte es zu keiner Einigung mit dem Kasino kommen, werde ich rechtlich dagegen vorgehen, da die Verhältnismäßigkeit nicht gegeben ist. Zudem muss meiner Meinung nach eine Hinweispflicht erfolgen, wenn man den maximalbetrag von 5 euro eindatz übersteigt, da es solche hinweise auch bei einigen spielen während der bonusbedingungen gibt.
Gruß Tobias
Thank you, Tobias, for your reply. Have you received your game history from casino? Could you forward it to petronela.k@casino.guru?
Thank you, Tobias, for your reply. Have you received your game history from casino? Could you forward it to petronela.k@casino.guru?
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.
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.
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