BetNFlix Casino - Player’s winnings from bonuses have been reduced.

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.

Dear solgud,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.