BetRebels Casino - Player's winnings have been confiscated due to a bonus error.

Buongiorno , e' con immenso dispicere che devo segnalarvi un problema avuto su betrebels.Giorno 23 febbraio procedo ad effettuare un deposito desideroso di usufruire un bonus sullo sport... mi si prometteva che se avessi scommesso 30 euro su una partita a quota minima 1.50 mi avrebbero dato 15 euro aggiuntive da scommettere . Cosa che ho fatto e le 15 euro mi sono state accreditate normalmente, in aggiunta a questo il sito mi dava due bonus gratuiti ( bonus non richiesti perche' solitamente al casino' gioco con altre piattaforme) rispettivamente di 24 euro e 37.50 euro con un rollon da soddisfare rispettivamente di 2250 e 1440 euro .Riesco miracolosamente a vincere 800 euro e soddisfare i requisiti del primo rollon ( la somma mi veniva data PRELEVABILE) e chiedo la riscossione di parte delle vincite circa 500 euro lasciando le altre 300 sul conto per continuare a giocare.Con mia sorpresa mi arriva una mail con la quale mi si dice che il prelievo non poteva essere elaborato in quanto avevo ricevuto un bonus aggiuntivo che era stato un errore da parte loro e di conto mi azzerano l'intero saldo .Alle mie dimostranze e a seguito di mia mail mi si diceva che effettivamente l-errore era stato il loro e mi davano 50 euro di spin gratis come risarcimento...Ma e' assurdo...capisco che magari mi decurtavano le 20 euro del secondo bonus ma addirittura azzerarmi il saldo e' davvero vergognoso. La mia buona fede e' dimostrabile dalle numerosissime giocate fatte al casino' e i requisiti del rollon soddisaftti appieno senza stratagemmi o strategie varie , a tal proposito si evidenzia il fatto che tuttora il mio account e- attivo ma di fatto le 800 euro che erano divenute prelebabili non ci sono piu- e il saldo e' a 0. Confido in un vostro aiuto ripromettendomi qualora la questione venga risolta a donare parte delle vincite alla vs community..grazie

Dear euromandrake,

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.

• Could you please clarify which games you focused on while completing the wagering requirements - slots, live casino, sports betting, etc.?
• Did you have any active balance before playing with these bonuses?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Io ho versato 30 euro semplicemente per avere il bonus di 15 euro da scommettere sulle scommesse sportive. Cosa che ho fatto ...Il casino' moi ha dato bonus gratuitii per giocare al casino' in aggiunta alle 15 euro per le scommesse. Il bonus casino' e' stata una loro iniziativa che ora dicono un errore ...tra l'altro con un rollover da soddisfare ai limiti dell'impossibile. Caso ha voluto che io soddisfassi tale requisito giocando a casino' live ma la maggior parte sulle slot ...prima di versare non avevo saldo attivo

Grazie

Thank you very much, euromandrake, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, euromandrake,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. If I understand all the circumstances correctly, you received 2 deposit bonuses from the casino system mistakenly, and you managed to win and meet bonus WRs from the second one, not the first one that you spent before. However, although it is forbidden to claim more than 1 deposit bonus on 1 deposit, the casino explained that it was an error made by the casino system and you did not make it yourself or intentionally. Therefore, in the meantime, I will also try to discuss the matter internally with the team.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear BetRebels Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?

If needed, feel free to send any supporting evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Si confermo....tra L'altro la somma in questione è diventata prelevabile solo dopo aver soddisfatto i requisiti di puntata al casinò ...requisiti ai limiti dell 'impossibile ..che davvero per mera fortuna sono riuscito a soddisfare.Una volta divenuto prelevabile ho provveduto a richiedere il prelievo dal mio conto...operazione che è stata presa correttamente in carico ma poi rifiutata con una scusa davvero inaccettabile...

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.

Dear euromandrake,

In the meantime, I also discussed the matter internally with the team, as I planned, and now I can close the case with a clear outcome without the casino's help. However, our ruling will not make you happy at all.

After carefully reviewing all the available information, we are closing this complaint as unjustified. As you confirmed above and as the documentation you provided earlier confirms, you were indeed mistakenly credited with 2 deposit bonuses, which was a result of a technical glitch in the casino's system, outside of its control.

Online casinos have the right to consider winnings accumulated in such a way (a result of a technical glitch/system malfunction/error/etc.) invalid. Although it breaches its own bonus rules, it was a system error which basically gave you an unfair advantage so you could play with another deposit bonus. However, you should have been ineligible for receiving it. If you had not played with one of those bonuses, you had not touched the first bonus and used only the second one and won, it would have been a different situation. Unfortunately, you played also the first one and lost it, and as you yourself confirmed, you managed to win from the second one that you were not eligible for. Therefore, the winnings are invalid.

The casino acted in accordance with its terms and conditions. At the very least you played more and enjoyed the casino's games with more free money given by the casino's system.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru