The player from Greece had deposited 50 euros at Betonred Casino and won 2600 euros. However, upon completion of the bonus limit, 2330 euros were deducted. The player had claimed that the casino did not specify a maximum win amount in their bonus terms and conditions. The casino had responded that the maximum win amount was mentioned in the main site's terms and conditions, and also in the Wallet and Bonuses section of the player's account. The player had disputed this, insisting that the terms were not visible in his account and the link to the main site's terms was not accessible in his country. After an internal discussion, we had concluded that the casino was at fault for not clearly stating the bonus conditions in the Greek version of their site. However, the player was still able to view the bonus conditions in his account wallet. Therefore, we had suggested that the casino offer a gesture of goodwill to the player. The casino had offered a cash bonus of 100 euros, but the player rejected this offer. The complaint remained unresolved as the player insisted on a higher payment.
BetOnRed Casino - Player disputes bonus win limit.
Amount: €2,276
BetOnRed Casino
Safety Index:HighOther
REJECTED
Case summary
I made a deposit of 50 euros at Betonred Casino and received only 27 euros as a second deposit bonus.
The required wager of the bonus was 966 euros.
I bet on a slot machine and managed to win 2600 euros, also covering the bonus limit of 966 euros.
The moment I completed the bonus limit, 2330 euros were deducted from my account.
I contacted the casino and initially they were giving me evasive answers about free spins and then they told me about a maximum win limit from the bonus.
The amount of the bonus times ten, i.e. 27*10=277, is all that I am entitled to take.
I read the bonus terms on the casino's page and there's no mention of such a thing.
You can check it out yourself.
The casino claims that it is written.
I would appreciate your assistance.
Dear makelios6,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
3.28. Winnings from the bonus are restricted to a maximum of x10 the bonus amount.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
The link you shared with me about the terms and conditions of the bonuses does not open for me due to my country's ban on online gambling.
My access to betonred in the bonus terms section does not mention anywhere about a x10 max win amount
it doesn't mention anywhere about maximum win amount from bonus.the link you sent me is not opening due to ban on online gambling in my country
I would also like to note that the bonus given was from the second deposit I made with real money and they covered the required wagering requirement
https://redonbets.com/el/bonus-terms.
This is the link with the terms and conditions that opens in Greece. Please check it out. Thanks so much for your time and support
Thank you very much, makelios6, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
Hi makelios6,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite BetOnRed Casino to join the conversation and contribute to the resolution of this complaint.
I want to note that the exact amount of my difference with the casino is 2276.1 euros
Dear Casino Guru,
We kindly ask you for extension of timer. Thank you in advance.
Best regards,
BetOnRed Team.
Dear BetOnRed Casino Team,
The timer was extended. Looking forward to hearing from you.
Hello, dear makelios6.
Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.
We have examined your case very carefully and inform you that we have updated the rules on the version of your country's site, adding a rule previously specified by the main site "3.28. Winnings from the bonus are restricted to a maximum of x10 the bonus amount ".
Furthermore, the maximum amount you could win with the bonus was also specified in the Wallet and bonuses-Active Bonuses section. You had to click on the information sign to see the details of the bonus.
If you have any other question don't hesitate to contact us.
Best regards,
BetOnRed Team.
Dear betonred casino team, thank you for your reply even 13 days late.
And this delay alone shows the poverty of your arguments
When I entered the Greek version of your website which is the only one that provides access to my country and before betting I carefully studied the terms and conditions of the bonuses and there was no paragraph 3.28 about maximum profit from deposit bonuses, this is proven by the screenshots I have at my disposal and at the same time I have sent to casino guru.
With today's reply to you, it is admitted that you added this particular paragraph later and after my victory had preceded it.
Are these fair game terms?
Regarding your second argument about setting a maximum profit amount in the wallet and bonus section the only information that was available was the requirement to complete the turnover of the 27.5 euro bonus I was given which was completed.
Finally I want to inform you that the amount of 27.5 as a second deposit bonus was credited to my real money account and not to the active bonus section.
Thanks
Dear makelios6,
The main page of the site in English takes precedence over all others, all rules and conditions can be checked there.
If you haven’t seen them on your version of the site, the description of the active bonus contains information about the maximum winning amount. Your 27.50 euros were credited as bonus funds, you receive real funds only after wagering the bonus.
Next to the account icon you see the total amount in the account (real funds plus bonus), but if you go to the Wallet and bonuses section, you will see the specific amount of real funds and bonus.
Best regards,
BetOnRed Team.
You continue to burden your position dear casino betonred.
The main page of your website in English is not accessible in Greece since you do not have a legal license to operate in my country.
So how do I read the terms on a page that wouldn't open.
In the Greek version of your website just today you added paragraph 3.28.
Accept your mistake and please be paid my rightful money.
Here I demonstrate the completion of the required wagering for the bonus to be converted into real money.
I would also like you dear betonred casino to provide me the screen shot from the wallet and bonus section where the maximum amount of profit I could win.
Yours sincerely
And here are the bonus terms in English on your website on 2/29/2024 in the link that provides access to the Greek territory.
Respect the fair rules of the game and get paid my rightful money.
I will exhaust my every legal right to my absolute vindication.
Yours sincerely
Dear makelios6,
all bonuses are calculated and paid according to our terms and conditions without any exceptions. Unfortunately there is no way to credit the amount you are talking about, as it has been removed due to the maximum winnings restriction.
In the bonus history you will no longer see the maximum win, as the bonus has already expired, but we attach the screenshot from the Wallet and Bonuses-Active Bonuses section to show you what information was available. On the screenshot you can see, that the maximum win is no more than x10 of the bonus amount.
We hope for your understanding.
Best regards,
BetOnRed Team.
Dear redonbet casino, thank you for your reply
Fair game rules must be unbreakable terms by both the player and the casino.
The player to follow a term and a rule he must exist.
When this condition does not exist as I have proven how can the player follow it I mean the maximum amount of profit from the second deposit bonus.
This information was missing and you added it later and after my win and filing the complaint with casino guru..
Regarding the fact that the information was in your wallet, I ask, as in my previous post, that you prove it to me with the required and valid data.
For now you have accepted that you are unable to do so.
Here let me inform you that the bonus of 27.5 euros was added to the actual balance of the account and the only information that appeared was the turnover requirement for any amount to be withdrawn.
Dear betonred casino I appreciate the effort on your part to inform me.
Let's follow the fair play terms that were on your site before my win and wait to hear the casino guru's verdict
Yours sincerely
PS I reserve all my legal rights
Also, Dear betonred casino team, I would like to ask you if my winnings at the casino and specifically at the harlequin carnival slot were made with real money from my deposit or had I entered the bonus fund?
I would always please with valid data to answer
I would also like you to answer me why you have now withdrawn the specific harlequin carnival slot from your platform?
Hello all,
Thank you for your replies. We will discuss the issue internally and I will get back to you.
Dear makelios6,
We discussed the issue internally and came to some conclusions. When it comes to the Greek translation of the bonus conditions, the error was on the side of the casino because one of the significant bonus conditions was missing. On the other hand, the application of the bonus max win seems to have worked correctly. Another important point is that you were able to view the max win in your wallet/profile as well as the amount of bonus and real money respectively which makes a big difference. I'm afraid we can't push the casino to pay you the whole amount since most of the winnings were bonus money. However, the casino could offer some sort of gesture of goodwill.
Dear BetOnRed Casino Team,
Since the confusion was caused by a missing significant condition in the casino's specific Bonus T&Cs, we would like to ask you to offer makelios6 a gesture of goodwill of your choosing for the inconvenience.
Dear Casino Guru team, thank you for your thorough investigation of my problem.
I would like to add some important parameters that will help to resolve the problem definitively
1) The specific paragraph 3.28 regarding maximum profit was not missing in the Greek translation of the website, it was missing in the casino website that the Greek players had access to.
This constitutes a flagrant violation of the fair rules governing both sides.
2)The 27.5 euros added as a second deposit bonus was credited directly to my real money account and not in a separate bonus section and the only information there was the bonus redemption progress.
3) I asked the casino for a valid proof showing that in the bonus wallet section there was the information about the maximum amount of profit for my case, to this day betonred casino has not sent us this proof.
Players can't follow missing terms and rules that much is clear.
Also to my crucial question whether my winnings had come from real money in my account or had I entered the bonus fund when those wins were made, casino betonred to this day the casino has not answered.
As a sign of good will and on my part and to avoid legal action if beton red casino pays me 70 percent of my winnings the case will be resolved
The money I am asking for is money that I have lost, so there is no damage to betonred casino.
Thanks
Dear makelios6,
As we explained to you earlier, bonus funds could not be credited to you as real funds. On the main page you saw the total amount of real and bonus funds, but in the Wallet and bonuses section you could see the exact amount of bonus funds. Moreover, from the screenshot you sent on March 20 at 17:28 UTС from the bonus history section, you can see that you received 27.50 euros as bonus funds.
Due to security reasons and the fact that your bonus has already expired, we cannot attach a screenshot of your account of the active bonus in question, but we have previously sent you an example of the bonus and what information you can see in your personal account, when you have an active bonus.
We have also reviewed Peter's request and agree to add you a cash bonus of 100 euros with a wager x30. If you accept our offer, let us know please.
Best regards,
BetOnRed Team.
Because your arguments are not sound and your proposal does not correspond to reality and given that casino guru acknowledges your responsibility I do not accept your proposal.
My lawyer is already preparing the lawsuit before every competent court.
A complaint will also be submitted to the regulatory authority.
I will be seeking the sum of 100000 euros from your casino for misleading terms and conditions and mental anguish I have suffered.
Dear casino guru, I want to make public my counter-proposal, which I have also sent to betonred casino.
I accept a reduction of 50 percent of my earnings and ask to be paid the amount of 1138 euros.
I have lost this money so no damage is done to betonred casino.
If my proposal is rejected, the procedures I mention in the previous paragraph will begin
Dear casino guru accepting halving my winnings from 2276 to 1138 I think is a fair offer
I also challenge you to attach a screenshot or video from the wallet and bonus section of my account that shows that the information about the maximum amount of profit was there.
My win came from real money I had deposited.
If you don't attach them it means they don't exist.
Pay my lawful money amounting to 2276 and I will not accept any reduction
Betonred casino legality will be observed I will get to the point to the end.
Casino betonred answer the question
My win in the harlequin carnival slot with a bet of 2 euros and a win of 2500 euros was made with real money or I had entered the bonus fund
Dear Casino Guru.
betonred casino suspended my account.
The lack of arguments led them to this decision.
Let them answer
1) Was the specific paragraph 3.28 about the maximum amount of profit from bonuses missing from their website?
2) Did they add it later and after my win and filing a complaint with casino guru?
3) Was the bonus of 27 euros added automatically or after my choice?
4) Was the bonus of 27 euros I received from the second deposit bonus?
5) My win on the slot harlequin carnival with a bet of 2 euros and a win of 2500 euros was from the real money of the deposit of 50 euros or from the bonus of 27 euros.
6) Why did I withdraw the harlequin carnival slot from their platform?
Hi makelios6,
In your first post you stated the following: "The moment I completed the bonus limit, 2330 euros were deducted from my account." This suggests that you were playing with the bonus funds and when the wagering was finished, the max win was applied. Now I'm not sure what you mean that you won from real money funds. Even if the balance is divided into real money and bonus money, while the bonus is active, the whole balance is considered to be bonus money unless the bonus is a so-called "parachute bonus". The casino offered you a €100 bonus as a gesture of goodwill and considering the circumstances, it's probably the best you can get out of this situation.
Dear Peter, thank you for trying to solve my problem.
You are suggesting that I accept a ridiculous offer from the casino when the casino itself violated the most important rule of fair play.
The casino itself was obliged to have the specific term posted in the bonus terms section so that the player knows the rules.
Totally misleading they added it later and after I had won and filed the complaint with casino guru.
We all know the player's sessions are recorded, so why kazino betonred is unable to send us and prove with a screenshot the video that in the wallet and bonus section there was the information about the maximum amount of profit.
In the terms and conditions of the bonuses on their website they state that first the real money is played and when it is lost then the player receives the bonus capital.
So I ask them about one
one more time.
When the win of 2500 euros was realized sto slot harlequin carnival with a bet of 2 euros, was this 2 euros real money or bonus capital?
Moving on dear Peter
I do not accept their proposal and will move in every legal direction so that there is full justice.
The most basic rule that should govern player and casino was blatantly violated.
The information was missing and this does not change and it is clear.
Player cannot follow missing terms and conditions.
And finally, dear Peter, since the casino is sticking to its original position, I am obliged to take the following actions.
1) Submit a complaint to the regulatory authority complaints@curacao-egaming.com .
2) Submit a complaint to kasino meister.
3) Reference to trustepilot and scamadviser
4) filing a lawsuit against beton red casino
According to paragraph 3.9 the real money is played first and then the bonus money is played.
Dear Peter I ask please, my win worth 2500 euros sto slot harlequin carnival with a bet of 2 euros came from the real money of the deposit of 50 euros I had made or had I entered the bonus capital of 27 euros?
To this day the betonred casino avoids answering.
A month now using funny excuses does not answer the critical question.
They have violated every fair rule and you are telling me to accept the ridiculous offer of 100 euros and that with a bonus claim.
No dear Peter
TO THE END
Dear makelios6,
In your case it doesn't matter if the winnings were made with bonus money or with the real money balance while the bonus was active. There is nothing in the casino's Bonus T&Cs that would suggest that the bonuses are "parachute bonuses" so that you could keep any winnings made by real money before the wagering is finished. We all agreed that the casino made a mistake when the maximum win condition was missing in the Greek version of the bonus. However, the max win cap worked correctly and you were still able to view the progress of the bonus in your profile. Basically, you didn't lose anything except for the bonus money. If the condition was stated in the bonus, the cap would work exactly the same way. This is the reason why we consider the offer to be acceptable and we will not force the casino to pay you the full winnings. If you disagree with our decision, please turn to the casino's gaming authority (https://casino.guru/licensing-authorities/curacao-license-1). I wish I could be of more help.
Best regards,
Peter
