BetFree Casino - Player’s winnings have been confiscated.

Today afternoon at 15:28:53 (screenshot) i made a 150 euro deposit at BETFREE using the 100% offer for the weekend. I got 150 euro bonus and i played all of this amount , totally 300 euros. Because at the end there was a little amount of money from bonus i also played it at the slot Legacy of dead. The last 0,06 cents of bonus money were played at 15:39:05 (there are screenshots)

After at 15:39:28(screenshot) i made a new deposit of 100 euro and without any bonus. I played all of these money and at 15:48:27(screenshot) i made another one deposit of 150 euro. With these last money i had a win of about 5000 euro. But as i was playing they took away 3000 euro from my money because they said it was from bonus. It is obvious from the screenshots i have that the bonus money has ended a long time before i made the last deposit. My winnings came from the last deposit money and had nothing to do with the bonus

Dear antonio2967,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFree Casino.

Please note no screenshots were uploaded in your post. Please try to upload them again in the complaint thread, or send them to my email at tomas@casino.guru

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you confronted the casino with the information you provided here? With what result?
• Is your account in the casino verified?
• Have you made a previous successful withdrawal from the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Hello, i will attach the screenshots here, i have also send them to the casino. My account is verified and i have made many withdrawals in the past. I had communication with the support chat , i told them what happened, i send them the screenshots and still they were saying to me that the bonus was active, I also send a complaint mail to the complaint department with no response at the moment.

I am writing again what happened with the attached screenshots now:

At 28th of June afternoon at 15:28:53 (attachment1 ) i made a 150 euro deposit at BETFREE using the 100% offer for the weekend. I got 150 euro bonus and i played all of this amount , totally 300 euros. Because at the end there was a little amount of money from bonus i also played it at the slot Legacy of dead. The last 0,05 cents of bonus money were played at 15:39:09 (attachment 2)

After at 15:39:28(attachment 1) i made a new deposit of 100 euro and without any bonus. I played all of these money and at 15:48:27(attachment1) i made another one deposit of 150 euro. With these last money i had a win of about 5000 euro at 15:57 (attachment 3). But as i was playing they took away 3000 euro from my money because they said it was from bonus . It is obvious from the screenshots i have, that the bonus money has ended a long time before i made the last deposit. My winnings came from the last deposit money and had nothing to do with the bonus.

So far i have send 2 times mails asking for news and every day asking through chat, but still have not received any answer

Thanks for your replies, antonio2967.

You wrote:

I had communication with the support chat , i told them what happened, i send them the screenshots and still they were saying to me that the bonus was active, I also send a complaint mail to the complaint department with no response at the moment.

Could you please forward your chat transcript and the email you sent to the casino's complaint team? Send it to my email at tomas@casino.guru

I apologize for the inconvenience.

I received this responce from BETFREE:

Thank you for your email, and I apologize for the delayed response.

After a thorough investigation, I can confirm that all actions taken were correct and consistent with our site’s rules. Our Support Team has provided you with detailed information regarding your bonus and its wagering requirements.

Allow me to reiterate the key points:

The bonus you mentioned was still active when you made your last two deposits. According to the bonus rules:

3.2 Some Live Casino and Slots bonuses can automatically expire if the user’s balance is zero for 2 minutes. In such cases, all winnings credited after this period will be deducted from the user’s balance. If a deposit is made within the 2-minute window and the bonus is still active, new winnings will be automatically credited to the bonus account. Please check the specific bonus rules to understand the duration of the bonus.

To avoid losing your bonus, please wait a few moments after your balance reaches zero before making a new deposit. You can always verify the status of your bonus in the "Bonuses" section or contact us via chat for assistance.

Regarding the bonus amount, you have received the maximum possible amount from the bonus. As per our policy, there is a maximum bonus amount that can be transferred to your real balance after fulfilling the wagering requirements. This maximum amount is calculated based on the sum of all real money bets during the wagering period, plus the bonus amount multiplied by the applicable multiplier:

[Sum of Real Money Bets] + ([Bonus Amount] x [Multiplier])

For example, if you receive a €150 bonus with a multiplier of 10 and place bets totaling €400.06 from your real money balance, the maximum transferable amount would be:

(€150 x 10) + €400.06 = €1,900.06

Any balance exceeding the calculated maximum bonus amount will be forfeited. And once again to mention, all actions taken have been in full accordance with our site rules, which you agree to when participating in our offers.

If you have any further questions, please feel free to reach out.

Best regards,

Betfree Complaints Team 

This was my answer:

hello,

As you can see at the first attachment, the deposit (the 3rd deposit) that led to the winning of about 5000 euro took place at 15:48. The big win took place at 15:57 as you can see at the third .attachment. 15:48 is not 2 minutes after my account was zero, it is 10 minutes. It was the 3rd deposit at 15:48, i have to say again even though it is obvious from the sscreenshots, that led to the win of almost 5000 euro. 

The bonus rule 3.2 you have sent to me describes a 2 minute time window. There was no win at this time window. 

I require to credit me back the 3000 euro you took away from my account. The rule you have just send me made the things more clear, You had no right to take these money because my 3rd deposit was a long time after the bonus time window, 10 minutes after, Please check the screenshots!

I am waiting for your response as soon as possible beacuse i am exploring my options.

Thank you in advance .

Thank you very much, antonio2967, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello antonio2967,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Hello antonio2967,

I am trying an alternative way to contact the casino; please be patient.

i received the following response after 20 days and many mails:

Hello,

Thank you for your email, and we apologize for the delayed response.

Upon reviewing your account, I can confirm that the withdrawals have been successfully processed, indicating that the issue has been resolved. If you have any further questions or concerns, please do not hesitate to reach out.

Once again, we apologize for any inconvenience this may have caused.

Kind regards,

Betfree Complaints Team 

This response has nothing to do with my complain,i cant understand what they are saying

after the last response i have sent many mails to support and complaints department but there is no answer,

Hello antonio2967,

I attempted to reach the casino on Skype, but the representative did not respond. I hope this is simply due to the holiday season and that the casino will eventually address your complaint. For now, I must mark the complaint as unresolved, which will adversely affect the casino's rating. I hope this prompts the casino to pay more attention to complaints.