Betonic Casino - Player’s winnings were cancelled.

Hallo zusammen,

Vielleicht können sie mir helfen.

Ich habe eine Auszahlung von 4000 Euro getätigt. Es wurden nur 200 ausgezahlt.

Danach waren auf meinem Account noch 3800 Euro. Kurze Zeit später war mein Account geschlossen und keiner möchte mir weiterhelfen.

Vielleicht schaffen sie ja mir zu helfen.

Viele Grüße

Dear Snoppden,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hallo ja ich habe den wilkommens Bonus aktiviert.

Die Bonus Umsetzung hatte ich aber bereits erledigt, sodass das Bonusguthaben in Echtgeld umgewandelt wurde. Seitens Betonic auch bestätigt.

Bei Rückfragen gerne melden

Thank you, Snoppden, for the clarification. I have checked the general terms and conditions, and this is what I found (here):

"8.9. Casino welcome bonus campaigns are limited with a maximum conversion amount of 10 (ten) times the deposited amount from virtual funds to real money."

Could you please advise how much was your last deposit?

Hallo diese betrug 200 Euro.

Es wurde lt Mitteilung leider habe ich kein Zugriff mehr auf die Mitteilung ca 1500 Euro in Echtgeld umgewandelt

Danach habe ich weiter gespielt, sodass ich ein Account Guthaben von 4000 Euro hatte

Do I understand correctly that you only received a refund of your last deposit which was €200?

Ja genau das verstehen sie richtig ich habe nur die 200 Euro erhalten

viele Grüße

Thank you very much, Snoppden, 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.  

Hi Snoppden,

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.

OK vielen Dank da wünsche ich auch viel Glück, dass sich jemand meldet, denn auf meine e Mails haben die nicht geantwortet und der Live Chat kann da nicht helfen, weil nur der E-Mail support helfen kann, der sich nicht zurück gemeldet hat.

Trotzdem danke für eure Unterstützung

Dear Peter,

The winnings of Snoppden were voided, due to the that we detected bonus manipulation – the player made bets that were higher than 5% of the bonus received.

"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. "

Full T&C: https://betonic.com/promotions/welcome

Placing bets of amounts higher than 5% of the given bonus is in direct breach of the Casino’s Terms and Conditions.

To further clarify the situation:

• Snoppden made a deposit of 200 EUR on 12th of November 2022
• Welcome Bonus (BTONIC200) was claimed and activated on the same day (12.11.2022)
• Bonus amount – 200 EUR
• Period of bonus usage:
• Activated: 12/11/2022 10:40:50
• Finished: 12/11/2022 16:41:32
• Max allowed bet using this Welcome Bonus is (5% of 200 EUR = 10 EUR max bet)

While playing with the bonus the player made bets up to 200 EUR per bet, which is in direct violation with the Casino’s T&C.

Due to the reasons above, Snoppden’s winnings were voided and deposit (200 EUR) returned.

Kind Regards,

Betonic Casino Team

Das ist ne tolle Antwort dann sollten doch die Slot spiele bis 5€ automatisch begrenzt werden wie es ein vernünftiges Casino auch macht

Betonic ist ein unseriös online Casino

Dear Betonic Casino Team,

Could you please send me the player's game history and mark the overbets (peter.m@casino.guru)?

Dear Peter,

The requested file has been sent to your email.

Kind Regards,

Betonic Casino Team

Thank you Betonic Casino Team for the email.

Dear Snoppden,

The evidence provided by the casino suggests that you breached the maximum bet rule and that the €200 bets were placed repeatedly. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form its own T&Cs and set its own rules for the gameplay, especially when it comes to bonuses. This is how the casino protects itself from bonus abusers. You are right that it would be much easier for everyone if the maximum bet rule was enforced on the software level. Unfortunately, not many casinos support this feature and players have to read the Bonus T&Cs instead. You can read about it in our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets. If you broke the maximum bet rule, I'm afraid, there is not much we can do. 

Dear Snoppden,

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.