HomeComplaintsBetonic Casino - Player’s bonus winnings were voided.

Betonic Casino - Player’s bonus winnings were voided.

Amount: €1,700

Betonic Casino
Safety Index:Very low
Submitted: 26 Sep 2022 | Case closed : 23 Nov 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Germany was accused of breaching bonus terms by placing bets greater than the allowed ones. After a long and complicated investigation, the evidence suggested that the max bet rule was indeed breached. We ended up rejecting the complaint.

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2 years ago
Translation

I had requested a withdrawal of €1700 on 08/24/22. I had previously canceled my winnings several times and was lucky enough to keep winning. On 08/28 I logged in and was horrified to find that my money was gone. Payout has been cancelled. Without justification or information!!! I then asked in the chat but they couldn't give me any precise information there either: Violation of bonus rules. I then wrote the following email:

Please provide evidence of my violation of the bonus rules. I want proof that I broke the rules during an active bonus. If you don't deliver this, then this is a theft and I will report it!!!!!!

I never got a proof. You can't check it yourself in your account.

Now my account has been blocked, I can no longer log in.

Automatic translation:
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2 years ago

Dear Roswitha74,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):


„10. Restricted Gameplay:

- Placing bets with minimal or no risk

- Wagering made using the Gamble Feature on Slot games 

- Placing bets of amounts higher than 10 €/$/£ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower."


We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. However, we believe that each case should be evaluated individually.

Please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. How much were your last active deposit and rewarded bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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2 years ago
Translation

Hello Petronela,

Thank you for taking care of it. I hope that you can help me as usual.

I don't know what to do anymore.

Thanks.


Roswitha


Automatic translation:
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2 years ago
Translation

Hello Petronela,

my deposits have always been €50 and the bonus is 100%. Unfortunately, I cannot send you the game history. I can not log in anymore. But I always played for €2 or €2.50 at Cilli Pop.

This violation was never proven to me either. My highest bet was probably €3, but I don't know if that was during an active bonus. That wasn't proven to me either.


Roswitha

Automatic translation:
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2 years ago

Thank you very much, Roswitha74, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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2 years ago

Hi Roswitha,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Betonic Casino to the conversation to participate in the resolution of this complaint.

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2 years ago

Dear Peter and Roswitha, 

 

We investigated the case and found the following: 

 

The player breached the bonus Terms and Conditions. The T&C state:  

 

"Placing bets of amounts higher than 10 €/$/£ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower." 

 

Full T&C can be found here: https://betonic.com/promotions/welcome  

 

The player used BTONIC300 bonus (50 EUR). Considering the T&C the max allowed bet stake is 2.50 EUR.  

 

The player stated: 

"But I always played for €2 or €2.50 at Cilli Pop. This violation was never proven to me either. My highest bet was probably €3, but I don't know if that was during an active bonus." 

 

The highest bets of 3 EUR the player is referring to were made during an active bonus on numerous occasions.  

 

In summary the max allowed bet, when playing with the mentioned bonus, is 2.50 EUR and the player has bet 3 EUR, therefore her winnings were voided. 

 

Best Regards, 

Betonic Casino Team 

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2 years ago
Translation

Dear Peter,

where is the proof that I wagered €3 during an active bonus. This proof has not yet been provided either!!! As I have already explained several times, I canceled my winnings several times and, with a lot of luck, continued to win. To date, no proof has been provided. Always the same answer!!! Unfortunately I can't check that myself. So I stand by my request.


Kind regards


Roswitha

Automatic translation:
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2 years ago

Hi all,

Thank you for your replies.

Dear Betonic Casino Team,

Could you please send Roswitha's game history to my email address (peter.m@casino.guru) and mark the bonus play?

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2 years ago

Dear Peter and Roswitha,


Please note that the requested additional evidence has been sent to Peter via email.


Kind Regards,

Betonic Casino Team

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2 years ago

Thank you Betonic Casino team for the provided evidence. I have one question though, why is Roswitha's account blocked?

Dear Roswitha,

The evidence sent by the casino suggests that there were several €3 bets made during play on 22.8.2022 between 12:32:17 - 14:02:18. I don't see, however, if you played with a bonus, the "Money type" says "Virtual". Since it's your game history and there is no sensitive information on the screenshot, I'm posting it here.


Edited by a Casino Guru admin
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2 years ago

I was asked to remove the picture from my last post by the casino rep. I will discuss the issue further by Skype.

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2 years ago
Translation

Hi Peter,

Thank you for your efforts. Yes, I have not been sent any proof that I have wagered these 3 € with my bonus. This has been going on for several weeks now, but my money is gone. It is highly dishonest. I stand by my claim!!!


Thank you Peter

Automatic translation:
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2 years ago

Hi Roswitha,

I just had a call with the casino reps. They are now trying to find out why your account is blocked and they should get back to me with the evidence. I will let you know as soon as I receive it.

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2 years ago

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’.

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2 years ago
Translation

Hi Peter,

it is very strange that there is no answer from the casino. There is certainly no proof, otherwise the casino would have already answered. My winnings of €1700 were simply canceled. That can only be classified as dubious or even criminal. This casino should be blacklisted or even closed. I'm sure I'm not the only one who got cheated. Well, let's wait and see if everything turns out for the better.

First of all thank you Peter.

Automatic translation:
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2 years ago

Hi Roswitha,

I've sent you an email. Please let me know your thoughts and reply to the email.

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2 years ago
Translation

Hi Peter,


I have answered you.


Thanks.

Automatic translation:
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2 years ago

Thank you, Roswitha for your emails.

Dear Betonic Casino team,

I would like to ask you for one more thing - Roswitha's bonus log. We need to see when exactly the bonus was activated and when it was finished.

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2 years ago

Hi Peter,


The bonus was activated on 22 August 2022; 09:07:40 and finished on 22 August 2022, 15:29:40


Kind Regards,

Betonic Casino Team

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2 years ago

Thank you Betonic Casino Team.

Dear Roswitha,

Does this sound right to you? Could you please double-check this in your account?

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2 years ago
Translation

Hi Peter,


I have given you my opinion.


Best regards

Roswitha

Automatic translation:
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2 years ago

Thank you, Roswitha for your emails.

Dear Betonic Casino Team,

I would like to ask you for one last thing - the player's bonus log.

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2 years ago

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.

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1 year ago

Hi Roswitha,

We received some additional evidence suggesting that the bonus was converted at 15:29 on 22.8.2022. However, the format of the evidence isn't ideal. It's a difficult decision since we have no evidence suggesting that you played without a bonus and on the other hand we have some evidence suggesting that you played with a bonus when the overbets took place. We will discuss it internally and I will get back to you tomorrow.

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1 year ago

Hi all,

Sorry for the late reply. The complaint got a bit too complicated because the evidence wasn't completely clear. I will sum up the information we managed to get from the provided evidence.

  1. Roswitha took the 100% bonus (fourth deposit bonus, code: BETONIC300) and deposited €50
  2. The wagering requirement for the bonus is 25*bonus + deposit (25*(€50+€50)) = €2500
  3. The casino claims that the bonus was awarded at 9:07 and was converted into real money at 15:29
  4. After calculating the bets in the game history, we found out that the wagering requirement was met at 13:45
  5. The aforementioned overbets that Roswitha made winnings from took place between 13:58 and 14:08, which is, after the wagering requirements were finished
  6. There were two more overbets at 12:32 but these can be considered irrelevant since she didn't win anything


Dear Betonic Casino Team,

My question is, why wasn't the bonus money automatically turned into real money when the wagering was finished at 13:45?

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1 year ago

Hi Roswitha,

The casino rep asked me for more time but promised to reply soon. I can imagine how frustrating this must be for you but I'm still hoping for a positive result.

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1 year ago

Dear Peter,  

  

Your summary and calculations are correct for the current iteration of the bonus rules.   

  

During the time the player played the wagering requirement for the bonus was 35x not 25x. We are aware that if you check the website right now (as you have done) it says 25x – this is the case, because the wagering requirement was changed on the 13th of October 2022. 


All the customer’s gameplay was before we applied the changes including the bonus activation, meaning that indeed the wagering for her was 35X at the time of the activation. Please note that we reserve the right to change the bonus: 

 

 "8.11. All promotions are subject to change at any time. Betonic reserves the right to change, cancel or refuse bonus at its own discretion." 

 

Please not that it is the player’s responsibility to check the T&C is case of any changes: 

 

"1.3. The customer holds all responsibility to periodically check and update himself with the terms and conditions. Betonic advises all customers to keep themselves informed as frequently as possible. All bets will be recorded according to the time they are placed and will be subject to the relevant version of the terms and conditions agreement." 

 

Considering that during the time Roswitha74 played with the bonus the wagering requirement was 35x, your calculations are invalid and she still breached the Terms and Conditions.  

  

Since there is a direct breach of the T&C (which a player is required to read and accept, before creating an account), the disputed amount cannot be returned.  

  

This remains our final position, we hope it will clear the whole situation.  

  

Best Regards, 

Betonic Casino Team

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1 year ago

Thank you Betonic Casino Team for the clarification. If the wagering was 35x, your argument makes sense.


Dear Roswitha,

I made another calculation and since the wagering requirement was 35x(B+D) at the time of wagering, I'm afraid the overbets were made while the bonus was still active. Unfortunately, I won't be able to help you with this one.


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1 year ago
Translation

Dear Peter,

Thanks for the efforts. Unfortunately they were not crowned with success. I will still avoid this casino and would recommend it to other players as well.


Thanks again. You and your team can always be relied on.


Kind regards


Roswitha

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1 year ago

Hi Roswitha,

I'm sorry it didn't work out this time. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter

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