Betroom 24 Casino - Player's bonus winnings have been confiscated.

I deposited €50 using the 100FRI bonus. After the casino gave me the bonus without a problem, I played for two days and withdrew €400. Then, they emailed me that they violated the 100€ minimum deposit requirement in the previous 7 days and returned my 50€ deposit, stealing the 350€ profit. My question is as follows. Why did the casino give me the bonus if I did not meet the requirements? In case I had lost the money, would the betroom24 Casino return my initial deposit? This is all tragic and completely fraudulent behaviour by the company, initially allowing you to deposit using a bonus and if you win, telling you that they are confiscating your winnings.

Dear billywizzy19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

10.3.1 Friday Reload Bonus

In order to get the Friday Reload Bonus, player needs to use the bonus code 100FRI before confirming the deposit. Bonus is claimable once every friday starting Friday 00:00 CET - till Friday 23.59 CET. Bonus is active for 5 days from moment it has been claimed.

...

10.3.4. To ensure proper use of bonuses and fair play, we consider claiming Friday Reload Bonus (10.3.1), Weekend Reload Bonus (10.3.2), Game of the Month (10.3.3) or any other "Reload bonus" without any other clean deposit (i.e. deposit which is not matched with any bonus) during the last 7 days prior to claiming any of mentioned bonus above as bonus abuse. Players must deposit at least 100€ in clean deposits during last 7 days before Friday Reload, Weekend Reload and any other "Reload Bonus" is claimed in order to be eligible for winnings generated with help of bonus. In case of bonus abuse mentioned above, winnings generated with help of bonus will be forfeited and deposit returned.

However, we believe that if players were rewarded with a bonus available freely in their account or on the website they should receive the winnings. Could you please advise if there was any warning when you enter the promotional code? Have you redeemed this specific bonus in the past?

Thank you in advance for your reply.

Best regards,

Petronela

Good evening. I don't remember if I received it before. However, I think I received it again without any issue arising because I had lost the money I deposited at that time.

However the problem in this case that I am complaining about is as when I entered the bonus code into my account, it worked normally. No message appeared that the code was invalid. Also no warning appeared that I was entering a code that I was not entitled to. I then made the deposit of 50€ and also no problem appeared. Not only was there no problem, but betroom24 casino automatically credited my account with an extra €50 as a bonus.

With the total 100€ I played on Friday and Saturday, 3rd and 4th of March, and when I decided to withdraw 400€, the casino sent me an email that they were withholding 350€ and refunding my original deposit. I have the email if you wish to send it as a screenshot.

I think it is 100% unfair that the casino withheld the winnings after the withdrawal request, when they normally allowed me to enter the bonus code and make a deposit. And let's not forget that the casino itself automatically credited me with the extra €50.

Thank you very much, billywizzy19, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello billywizzy19,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help. Just so you know Betroom 24 Casino was not really cooperative in previous similar cases, so the chance they will change their mind in this is pretty slim, I will still try to contact them if we can somehow sort this situation

We would like to invite Betroom 24 Casino to join the conversation.

Dear Betroom 24 Casino,

We are very well aware that some casinos (mostly on the RTG platform) have problems with bonuses and innovation in the software, but was the player somehow informed prior to claiming the bonus that their winnings would be voided as they have not fulfilled the bonus obtaining requirements?

Hi there,

Please note Friday reload bonus comes from our standard promotion visible on site under:

https://www.betroom24.com/en/promotions/100-afterwork-party. At the end of the page are Bonus Terms and Conditions which inform player about conditions and rules of the bonus before he/she claim it.

10.3.4. To ensure proper use of bonuses and fair play, we consider claiming Friday Reload Bonus (10.3.1), Weekend Reload Bonus (10.3.2), Game of the Month (10.3.3) or any other "Reload bonus" without any other clean deposit (i.e. deposit which is not matched with any bonus) during the last 7 days prior to claiming any of mentioned bonus above as bonus abuse. Players must deposit at least 100€ in clean deposits during last 7 days before Friday Reload, Weekend Reload and any other "Reload Bonus" is claimed in order to be eligible for winnings generated with help of bonus. In case of bonus abuse mentioned above, winnings generated with help of bonus will be forfeited and deposit returned.

We are trying hard to get software updates which will make things easier for us and for the player.

Rgd,

Betroom24 Team

Dear Betroom24 Team,

I can agree that every player should read the bonus T&Cs thoroughly before they activate any bonuses and make sure to follow all the rules to avoid disappointments like this, however, as my colleague Petronela mentioned we believe that if players were rewarded with a bonus available freely in their account or on the website, they fulfilled all the bonus wagering requirements and they gained their winnings fairly then they should receive the winnings.

We have this mentioned in our Fair gambling codex:

The player's point of view

If a player can claim a casino bonus, they assume it's theirs to play with. They have no reason to think that they shouldn't have received the bonus in the first place. This is why it is often very startling when they run into withdrawal issues because of this rule and its improper implementation.

Our position and recommendations for casinos

Casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.

If there was a warning pop-up window informing the players that they are not entitled to a certain bonus or to be eligible for the winnings from the bonus they must deposit at least 100€ in clean deposits during the last 7 days before claiming the Friday Reload bonus then we will agree with your decision, but as far as I know, this was not the case.

We kindly advise you to reconsider your decision Betroom24 Team and we will appreciate it if you could pay the player their winnings. 

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.

Hi there,

"Dear Betroom 24 Casino,

We are very well aware that some casinos (mostly on the RTG platform) have problems with bonuses and innovation in the software, but was the player somehow informed prior to claiming the bonus that their winnings would be voided as they have not fulfilled the bonus obtaining requirements?

Comment: As written before we are working hard with our platform provider (who is responsible) to enable such option. Please note once again that we have written Bonus Terms on the same page of the bonuses offered, which is by casino standards enough and is a direct Warning who and when can claim certain bonuses.

Betroom24 Team

Dear Betroom 24 Casino,

We understand your point of view, however, the whole industry is evolving and in top casinos, the option to prevent players from claiming a bonus they are not entitled to is in place a long time ago. If there was a warning pop-up window informing the players that they are not entitled to a certain bonus we would accept that as a sufficient measure. We, at casino.guru, are trying to push the industry towards fair gambling and help create a fair and user-friendly environment for players.

In our rating, we consider multiple factors as well as how safe the casino is and how user-friendly the casino is. Sadly this complaint is another case that user-friendliness is more than questionable in your casino.

Again, I can agree with you that every player should read the bonus T&Cs thoroughly before they activate any bonuses and make sure to follow all the rules to avoid disappointments like this, however, we believe that if players were rewarded with a bonus available freely in their account or on the website, they fulfilled all the bonus wagering requirements and they gained their winnings fairly then they should receive the winnings.

We kindly advise you to reconsider your decision Betroom24 Team.

If you still insist on your position to void the player the winnings we will be forced to close this complaint as unresolved - against fair gambling codex.

Hi there,

There was a clear warning "Bonus Terms and Conditions" written bellow which encourage players to read and understand Bonus T&C before claiming any bonus. Warning pop-up window is unfortunately not available by platform provider. Moreover Written text Bonus T&C was and will be always sufficient text for situations like this one.

Players are not rewarded freely with bonus on their account but they need to make a deposit first which correlates to certain Bonus T&C that bonus applied to. This is difference here.

In the case we would intentionally hide our bonus T&C we would understand it is against fair gaming codex but we do opposite. All our bonuses comes together with visible Bonus T&C moreover we put into Newsletters and other channels more Bonus T&C than we actually need, to show our approach to players.

There is nothing to reconsider here from our side. Opposite, we would encourage you to get 3rd party opinions on this matter as we believe you re "pushing" here without proper arguments.

Betroom24 Team

Dear Betroom24 Team,

Once again, I can agree with you that every player should read the bonus T&Cs thoroughly before they activate any bonuses. However, in top casinos, the option to prevent players from claiming a bonus they are not entitled to was put in place a long time ago. That's why we don't have to deal with complaints about this at the top casinos we recommend. Most casinos (apart from the RTG platform) were or are able to implement our recommendations, so unfortunately we can't accept your decision and the complaint will become unresolved.

Dear billywizzy19,

I'm afraid we didn't come to an agreement with the casino to pay you your winnings.

If you feel you want to take this complaint further, you can contact the Curacao Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them, but I can't guarantee a positive outcome. Please let me know when you do so and how they replied at michal.k@casino.guru. The complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help change the casino's approach. If the casino changes its decision, we will reopen the complaint, and you will be notified by email. I wish I could be of more help.

Best regards,

Michal

We’ve reopened this complaint at the request of Betroom 24 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear billywizzy19,

We have received the following message from the casino team:

Please note we have found mutual agreement with player. Compensation was already added to players account which can be cash outed without limitation.

Can you please confirm that the casino team was able to find a suitable resolution to your issue?

Dear billywizzy19,

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.

Dear billywizzy19,

Although we have not heard back from you regarding the casino team's response, considering your continued activity on our forum and the absence of communication that would typically accompany if you were not happy with the casino compensation and non-receipt of funds, it was concluded that you have indeed received the agreed-upon funds successfully. Since we haven't received further confirmation or any additional assistance requests from you, we regretfully must close this complaint as rejected. I'd like to express gratitude to the casino team for their cooperation.

Feel free to reach out if you encounter any issues with this or any other casino in the future, and we'll do our utmost to assist you.

Best regards,

Michal

Casino Guru