The player from Italy had placed bets to receive a sports bonus on Betrebels and had won 800 euros. He had requested a partial withdrawal, but it was denied due to an error - an additional bonus added by the casino. As a result, his entire balance was set to zero, despite the casino acknowledging their mistake. After a thorough review of the situation, we concluded that the casino had the right to consider the winnings invalid due to the technical glitch that gave the player an unfair advantage to play with another deposit bonus tied to the same deposit, mistakenly added to his account by a technical error in the casino's system. Therefore, the complaint was deemed unjustified and was closed.
BetRebels Casino - Player's winnings have been confiscated due to a bonus error.
Amount: €804
BetRebels Casino
Safety Index:LowSafety Index
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3.5
BetRebels Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Hello, it's with immense displeasure that I must bring to your attention an issue I have experienced with Betrebels. On the 23rd of February, I made a deposit in hopes of taking advantage of a sports bonus... I was promised that if I bet 30 Euros on a game with a minimum quota of 1.50, I would be given an additional 15 euros to bet. This promise was fulfilled and the 15 euros were normally credited to my account. Additionally, the site freely gave me two bonuses amounting to 24 and 37.50 euros respectively (these bonuses I did not request since I generally play with other platforms at the casino) with a rollover requirement of 2250 and 1440 Euros respectively. Miraculously, I managed to win 800 euros and satisfy the requirements of the first rollover (The funds were shown as WITHDRAWABLE), hence, I requested a withdrawal of part of the winnings, about 500 Euros, leaving the additional 300 in my account to continue playing. To my surprise, I received an email stating that the withdrawal couldn't be processed because I had received an additional bonus, which was their mistake, and they zeroed out my entire balance. In response to my complaints and subsequent email, they acknowledged their mistake and gifted me 50 Euros of free spins as compensation. This is absurd...I understand perhaps deducting the 20 Euros from the second bonus but to zero-out my entire balance is terribly shameful. My good intentions can be demonstrated from the numerous plays I have made at the casino and the rollover requirements fully satisfied without using sly tricks or various strategies. To this point, I want to highlight that my account is currently active but the 800 Euros that had become withdrawable are now gone and my balance stands at zero. I'm hoping for your assistance in this matter, promising that if this gets resolved, I am willing to donate some of the winnings to your community. Thank you.
Automatic translation:
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9 months ago
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
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9 months ago
Translation
I paid 30 euros simply to get the 15 euro bonus to bet on sports betting. Which I did...The casino gave me free bonuses for playing at the casino in addition to the 15 euros for betting. The casino bonus was their initiative which now they say was a mistake...among other things with a rollover to be satisfied bordering on the impossible. As luck would have it, I satisfied this requirement by playing live casinos but mostly on slots...before depositing I had no active balance
Thank you
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9 months ago
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.
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9 months ago
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.
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9 months ago
Translation
I confirm...among other things, the sum in question became withdrawable only after having satisfied the wagering requirements at the casino...requirements bordering on the impossible...which truly by sheer luck I managed to satisfy.Once once it became withdrawable I proceeded to request the withdrawal from my account... an operation which was correctly taken care of but then refused with a truly unacceptable excuse...
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9 months 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.
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9 months ago
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
