Beteum Casino - Player's winnings were confiscated due to bonus eligibility issues.

I want to share my experience with this sports betting site, which, in my opinion, lacks transparency and professionalism.

I deposited 100€ on their platform and, being new to the site, I contacted their support via live chat to ask if a welcome bonus was available. I was informed that I first needed to bet the full amount of my deposit before qualifying for a bonus. I followed their instructions to the letter, and once I did that, I asked to claim the bonus. They gave me 100€, but with very strict terms: I had to wager this amount 12 times before I could withdraw it.

I continued betting, with stakes of 50€, and after some time, I managed to reach a profit of 669€. Everything seemed fine until I contacted support again to ask how much more I had to wager to unlock the bonus. That's when I received a nasty surprise: I was told that I wasn't eligible for the bonus because I had deposited via Skrill. They also told me that they had deducted 407€ from my winnings, leaving me with only 262€. I had never been informed beforehand that depositing with Skrill excluded me from the bonus.

What was particularly disappointing is that this information was not communicated to me from the start. It would have been much more honest to tell me upfront that using Skrill would disqualify me from the bonus, rather than allowing me to believe everything was fine, only to take a large portion of my winnings without a clear explanation. This lack of transparency and the way they handled the situation is unacceptable and frankly unprofessional.

Thank you

Dear jamelbenaichaoui,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot or a link to the bonus you received and played with?

Did you receive the bonus directly from live chat, or is it available on the website as well?

Am I correct in understanding that it was a sports bonus, and you did not play any casino games with it?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.