The player from Norway had won 600 Euros at an online casino, but noticed that half of his winnings had disappeared from his account. Upon reaching out to customer service, he had been informed that the terms and conditions for promotional materials and the limit for winnings from bonuses were the cause. We had examined the bonus contribution, which was 150%, and found that the casino rules stated that max winnings for bonuses between 150% - 199% were limited to eight times the initial deposit amount. This would imply that the player had deposited around 37.5 Euros. We communicated to the player that we considered such win limits to be unfair and predatory when applied to real money games, but we accepted them in bonus T&Cs. The player did not respond to our messages and we had to close the complaint due to lack of further information.
BetNFlix Casino - Player’s winnings from bonuses have been reduced.
Amount: €300
BetNFlix Casino
Safety Index:LowPlayer stopped responding
REJECTED
Case summary
I Wessel lucky winning around 600 Euro. Suddenly 300 disapears from account. I always read reviews and the bonus terms. When contacting customer support that send me this text:
This deduction was made on business grounds and in line with our terms and conditions.
''58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.''
Dear solgud,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetNFlix Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify which bonus you activated on the website?
- Share a screenshot of the bonus offer and its rules if available here or send the information to my email at tomas@casino.guru
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
Since the bonus contribution of the bonus was 150%, this section of casino rules should apply:
"Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount."
If the winnings were capped at 300€, I would expect you deposited 300/8= 37.5€
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there are any inconsistencies in which the casino capped your winnings please let me know, otherwise we'll close the complaint.
