The player from Germany had deposited funds into his account using his friend’s payment method. The casino confiscated winnings of €500 but left the player’s free spins in his account, which he played with and won another €510. We ended up closing the complaint as ‘unresolved’ due to insufficient evidence from the casino. After reviewing the case, we rejected the player's complaint because the casino maintained that the winnings had been confiscated in accordance with their anti-fraud policies regarding third-party deposits.
BetAmo Casino - Player’s winnings were confiscated due to deposit sent from 3rd party payment method.
Amount: €510
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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4 years ago
Translation
Here is my letter of complaint to Betamo,
Everything is in there:
Hello, Betamo team;
I am very sad and disappointed that a small mistake of mine at Betamo has such immense consequences for me,
and that I'm being punished so hard here!
I signed up at Betamo, got bonuses and really enjoyed playing with you.
With the 2nd bonus I had made a profit of 491 euros.
However, a credit is required for payment by bank transfer
of at least 500 euros is required.
Since I have no "online banking" and no credit left on my "Paysafe account", I asked a friend
to borrow 20 euros from his Paysafe account.
At that time I did not know that deposits from someone else's account are not accepted.
I paid this money in order to reach a credit balance of 500.- Euro, since a payment via bank transfare
must be at least 500 euros. Then I wanted to withdraw the money by bank transfer.
Thereupon all winnings and my deposit were confiscated.
I was very disappointed and angry.
And only because of a deposit of 20 euros!
After that, my account was empty except for a few euros. I had gambled away the few euros.
But I still had bonus points and free spins from the bonus offer!
With this money I made another profit of 510 euros.
If your casino has a touch of humanity and "fairness" I would at least be entitled to this win!
So I kindly ask you once again to pay me the 510 euros from.
I would also like to continue playing at Betamo in the future.
I know now that deposits from other customers will not be accepted and will only be my own in the future
Use bank accounts for this and do not make deposits via a third-party account - in my own interest - in the future!
Now I hope in your humanity!
Please let me know whether you can give me at least the 2nd profit of 510 euros and whether you can use my account
will reopen.
I wrote that to beatmo.
My email address: ***@googlemail.com
With best regards, Ralf L ***
Edited by a Casino Guru admin
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4 years ago
Dear Ralf,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that most casino don’t accept deposits from 3rd parties. By registering an account, you agree to terms and conditions of the casino. In this specific case there is written:
"Betamo Casino does not accept third party payments. You must make deposits only from a bank account, bank cards VISA/MasterCard, payment systems Skrill/NETELLER or other payment methods that is registered in your own name. If we determine during the security checks that you have violated this condition then your winnings will be confiscated and original deposit returned to the owner of the payment accoun; Betamo Casino also is not responsible for any lost funds deposited from third party accounts."
Please understand, that by depositing using your friend’s payment method you have breached one of the main rules, so I am not sure we can help here.
Do I understand correctly that you won those €510 by playing with free spins?
Did the casino reply to your message?
Best regards,
Kristina
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4 years ago
Translation
Hello, Kristina;
First of all, thank you very much for your kind answer and for addressing my problem.
So, it is correct that I deposited 20 euros from a friend's account.
My profit balance was 491 euros, and Betamo will only pay out via bank transfer when the account balance
Has reached 500 euros or more. Had the 20 euros deposited to a payout via bank transfer
to be able to apply.
Betamo Casino responded, sent me the terms and conditions, and advised me that my winnings will be confiscated and my account will be closed because of it, and that this decision is final.
Of course, I was very disappointed and angry about it. After all, I had played the bonus for free and was really looking forward to winning. In this case the casino is right, unfortunately!
But still I would have liked a fair, player-friendly solution, especially since the deposit was only 20 euros and the entire profit was confiscated from me.
Then of course tried to achieve something through the chat. But then I turned in circles.
The next day, however, my account was not yet deactivated and I still had "Reward Points" that I could turn into real money. I did that and that was 6 euros.
Before I played again, I went into the chat again and asked whether any winnings I made with this money would also be paid out. The employee can make the decision that he is doing here
"No problems" sees.
Then I kept playing and was really lucky. All 3 games that I chose gave free spins, and I won 510 euros in a relatively short time with the 6 euros.
Then I went into the chat again and asked if a withdrawal is now possible. The employee told me
everything is ok and I should now request the withdrawal. That's what I did then.
The next morning Betamo gave the exact same answer as the first time, that third-party deposits are not accepted and therefore my winnings are confiscated and my account is closed. This time the account was really closed.
I found that extremely unfair & unfair. The 2nd win was achieved with bonus points and not with another deposit! This win is right in any case! Especially since I was severely punished beforehand!
Now I hope that you can find a "fair" solution with the Betamo-Casino and that Betamo will pay out at least the 2nd win of 510.- Euro. Please try to set my case again.
If Betamo has a "spark" of fairness, at least the 2nd win should be paid out.
Hope you are in luck and the casino recognizes the accuracy of the 2nd win.
I can't say more about this, my information is given to the best of my knowledge and belief.
Kind regards & thank you very much for your effort;
Ralf L ***
Edited by a Casino Guru admin
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4 years ago
Translation
I forgot something;
The free spins were played after the 1st prize was confiscated and generated a profit of around 13 euros. I continued to play with this 13 euro but won nothing.
Then I saw that I still had around 695 "Reward Points" in my account.
I was able to convert it into "real money" (6 euros) with this money I have a profit of 510 euros
Achieved!
Best regards, Ralf
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4 years ago
Ralf, thank you very much for the explanation. We discussed your case and we believe, that cases like this should be judged individually by the casino.
Would you be so kind and confirm, that you won the first amount by playing with the deposit made by your own payment method (+ bonus)? Which bonus did you activate, please?
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4 years ago
Translation
Hello Christina;
Sorry for the late reply. I made my first deposit and the first bonus with my own Paysafe Card. Unfortunately, there was no profit.
With the 2nd deposit and the 2nd bonus, I don't know which of our two Paysafe cards we used. Since October 15th every player who wants to deposit with Paysafe needs their own Paysafe account. My friend, Johannes l ***, and I had applied for this and received it.
That evening we both played together, me at Betamo and my friend Johannes at another online casino. It should be a fun evening of games. When I had won the 491 euros, I wanted to deposit another 20 euros with my Paysafe card in order to reach an amount of over 500 euros.
If you want to make a deposit at Betamo by bank transfer you need at least a credit of 500 euros. (Betamo withdrawal conditions)
Unfortunately, my Paysafe credit was already used up and Johannes offered me to pay the 20 euros from his Paysafe card so that I can make my deposit.
That was of course a serious mistake! I know that now too.
I had to pay bitterly for this mistake! All winnings were voided and deposits were lost too.
Now I only had the bonus points that I could convert into "real money". That was 6 euros with which I earned another 510 euros.
With all due respect and with all due respect, I think that the 2nd prize of 510.- Euro is legally due to me. I earned the bonus points with my first deposit and my first bonus, but only later converted them into real money.
Incidentally, the Betamo terms and conditions also state that if the deposit rule is violated, the winnings will be withdrawn and the deposits will be refunded to the depositor.
My friend, Johannes L ***, has not received a refund through Paysafe to date, and neither have I. Well, Betamo doesn't stick to its own terms and conditions either.
That I am punished TWO times for ONE mistake is unfair and also very unfair from the casino!
Incidentally, I also recommended the Betamo Casino to my friend, Johannes L ***.
He has also set up an account with Betamo. Thanks to my recommendation, Betamo has a new player who likes to play a lot!
I can see the mistake with the deposit, and in future we will only play with our own account.
But it can only be in Betamo's interest to keep 2 players who like to play often and as customers! Betamo can keep the non-refundable deposits of 50 euros, we don't care!
But the 510.- Euro profit is honestly earned with the bonus points, and I would definitely get it
also legally entitled!
So, long story short;
Politely ask you to negotiate a KULANTE SOLUTION for me with Betamo Casino.
If the Betamo-Casino shows no courtesy again,
my friend Johannes Lorenz will no longer pay into Betamo either,
but use his money in other casinos in the future.
All information is given by best knowlege and conscience!
All the best & thank you very much for your help and effort!
Please let me know soon
Ralf L ***
Edited by a Casino Guru admin
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4 years ago
Translation
Hello Christina;
Sorry for the late reply. I made my first deposit and the first bonus with my own Paysafe Card. Unfortunately, there was no profit.
With the 2nd deposit and the 2nd bonus, I don't know which of our two Paysafe cards we used. Since October 15th every player who wants to deposit with Paysafe needs their own Paysafe account. My friend, Johannes l ***, and I had applied for this and received it.
That evening we both played together, me at Betamo and my friend Johannes at another online casino. It should be a fun evening of games. When I had won the 491 euros, I wanted to deposit another 20 euros with my Paysafe card in order to reach an amount of over 500 euros.
If you want to make a deposit at Betamo by bank transfer you need at least a credit of 500 euros. (Betamo withdrawal conditions)
Unfortunately, my Paysafe credit was already used up and Johannes offered me to pay the 20 euros from his Paysafe card so that I can make my deposit.
That was of course a serious mistake! I know that now too.
I had to pay bitterly for this mistake! All winnings were voided and deposits were lost too.
Now I only had the bonus points that I could convert into "real money". That was 6 euros with which I earned another 510 euros.
With all due respect and with all due respect, I think that the 2nd prize of 510.- Euro is legally due to me. I earned the bonus points with my first deposit and my first bonus, but only later converted them into real money.
Incidentally, the Betamo terms and conditions also state that if the deposit rule is violated, the winnings will be withdrawn and the deposits will be refunded to the depositor.
My friend, Johannes L ***, has not received a refund through Paysafe to date, and neither have I. Well, Betamo doesn't stick to its own terms and conditions either.
That I am punished TWO times for ONE mistake is unfair and also very unfair from the casino!
Incidentally, I also recommended the Betamo Casino to my friend, Johannes L ***.
He has also set up an account with Betamo. Thanks to my recommendation, Betamo has a new player who likes to play a lot!
I can see the mistake with the deposit, and in future we will only play with our own account.
But it can only be in Betamo's interest to keep 2 players who like to play often and as customers! Betamo can keep the non-refundable deposits of 50 euros, we don't care!
But the 510.- Euro profit is honestly earned with the bonus points, and I would definitely get it
also legally entitled!
So, long story short;
Politely ask you to negotiate a KULANTE SOLUTION for me with Betamo Casino.
If the Betamo-Casino shows no courtesy again,
my friend Johannes Lorenz will no longer pay into Betamo either,
but use his money in other casinos in the future.
All information is given by best knowlege and conscience!
All the best & thank you very much for your help and effort!
Please let me know soon
Ralf L ***
Edited by a Casino Guru admin
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4 years ago
Thank you very much Ralf for your cooperation so far. I will now transfer your complaint to my colleague Peter who will be at your assistance. Please, keep in mind, that one of the main rules has been breached, therefore we cannot guarantee a positive outcome here, but I wish you the best of luck.
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4 years ago
Hi Ralf,
I looked at your case and understand your situation. I will contact the casino and see what can be done. I would like to invite BetAmo to this conversation in order to find some sort of a compromise since it looks like it was an honest mistake and no other rules were breached.
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4 years ago
Translation
Thanks for your effort!
I hope that Casino Betamo still has a spark of humanity and an open ear for you
has an accommodating solution.
Thanks again to Christina!
Best regards, Ralf from Munich
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4 years ago
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Until now the casino has not responded,
But the hope dies last.
Greetings, Ralf
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4 years ago
Hello,
The player has agreed that he was using the third party payment method, what is forbidden by casino's Anti-fraud policy.
Moreover, the casino has confiscated all balance and no no refund will be made due to AML policies that the casino must to follow.
In this case the decision of the casino is final and cannot be debated.
Thank you for your understanding.
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4 years ago
Translation
Dear Ladies and Gentlemen;
Since the Betamo Casino shows NO courtesy & goodwill, and for a small mistake on my part
2 winnings has been completely confiscated, we will rate the Betamo casino accordingly on the relevant Internet pages. The 2nd prize has been illegally withheld in any case.
We also reserve the right to file a complaint with the casino supervisory authority in Malta.
Betamo is, as rated very correctly here by Casino-Guru, a very questionable & bad online casino!
The customer service is poor and does not appear to have any rights or powers.
Betamo apparently does not want to pay winnings at all or only "reluctantly".
So do NOT play at Betamo! Sooner or later immense trouble is pre-programmed here.
Ralf Lemmer
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4 years ago
Dear Betamo Casino team,
Since you confiscated the player's funds based on an AML policy, could you please provide us a link referring to the specific AML policy? Also, do you have a confiscation order?
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4 years ago
Hello,
You cannot cashout funds or accept them from/to a third party PSP, because of the AML policy. https://www.mga.org.mt/regulatory/mga-licensee-register/prevention-of-money-laundering/
If the owner of the funds (deposits) wishes to return them, then he needs to contact the payment system.
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4 years ago
Hi, well that is only a general statement that doesn't specify the process of confiscating funds. We asked the MFSA for an official statement. We agree, that after depositing funds from a 3rd party, the casino had the right to void winnings, return deposits to the owner, and close the account. However, the player's account wasn't closed or suspended, it remained open. So it was a logical conclusion for the player that he could continue using it. As a result, the 2nd win wasn't hit with 3rd party money (winnings and deposits were voided before), so we are convinced that the casino should pay the winnings to the player.
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4 years ago
We have a chat with the player, where the player agreed that the last deposit was from a friend's PSC account.
So we have confiscated the winnings from the player and left the player to cashout the unspent deposit to a friend's PSC account.
After the player continued to play, without cashing out to the player's PSC account, we closed the player's account with the balance confiscation.
I am absolutely sure that the casino will no pay out any winnings that were made from a third-party payment, and that what you asking us to do in this case.
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4 years ago
Thanks for the reply. Could you please forward the conversation with the player stating that he was supposed to cashout the unspent deposit back to his friend's PSC account to my email address (peter.m@casino.guru)?
