Betroom 24 Casino - The player's winnings were voided.

hallo

ich habe bei betroom24 120 euro eingezahlt für den weekend 50 protzent reload bonus.

https://www.betroom24.com/de/promotions/weekend-reload-bonus

nach erfolgreicher umsetzung konnte ich 1950 euro zur auszahlung beantragen.daraufhin erhielt ich eine email das mein gewinn storniert wurde und meine einzahlung zurück auf mein konto gebucht wurde. mit folgender begründung:

Dear Jörg,

we are writing to you regarding your recent withdrawal requests.

Please note, upon checking your recent gameplay, we have concluded your gaming pattern does not fall into a category of genuine recreation players, therefore we have to act in compliance with out Bonus Terms and Conditions.

We have noticed you have mostly claimed our matching bonuses and barely wagered your only unmatched deposit, which is definitely not in nature of our genuine recreational players.

Bonus Terms and Conditions applied to your account:

10.1.11 Bonuses offered by Betroom24 are only intended for genuine recreational players. Betroom24 reserves the right at its sole discretion without further explanation to investigate, cancel, suspend, lock any account if bonus usage is only being suspected not to be used in genuine recreational way. In this case all bonuses and subsequent gaming activity and wins will be revoked and annulled and the deposit is returned.

10.1.16 Betroom24 reserve the right to exclude any entry from the promotion and/or alter the promotion (including cancellation) if Betroom24 believes that the promotion is being abused. Moreover "we" Betroom24 considers claiming bonuses without any other clean deposit (i.e. deposit which is not matched with any bonus) as irregular gameplay (bonus abuse) to take advantage of bonuses. In addition, whether player has at any given time more than 30% of his deposits match to bonuses (excluding 10.2., 10.3.) we have right to confiscate any winnings generated by bonuses at any time as per our sole discretion. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the active bonus period.

We have decided to revoke your bonus eligibility and retract your winnings generated with the help of our bonuses. We have left your initial deposits on your balance, intact.

You are no longer eligible to claim any matching bonuses from now on, but can still continue gaming on our Casino with your clean deposits however. Should you continue claiming our matching bonuses we will have to terminate your account for good without the option of reopening.

Thank you for your understanding.

Sincerely,

Betroom24 Finance

wenn sie denken das ich kein freizeitspieler bin,ich zu viele bonusse in anspruch nehme bin oder ihnen mein spielmuster nicht passt dann sollen sie mich vorher von bonussen ausschliessen.

aber mir einen bonus zu geben und dann nicht auszuzahlen ist räuberisch da ich ja zu keinen zeitpunkt eine chanche hatte etwas zu gewinnen da der gewinn ja sowieso storniert geworden wäre.

so lässt man mich woche für woche für den 50 protzent reload bonus einzahlen wenn ich nix gewinne super und wenn ich etwas gewinne einfach den gewinn stornieren und den spieler von bonus ausschliessen.

ich halte diese praxis für räuberisch und nicht in ordnung.

da ich mich zu 100 protzent im recht sehe habe ich mich dazu entschlossen diese beschwerde zu verfassen.

ich bin bereits voll verifiziert in diesem casino.

hatte bisher keine probleme und gewinne wurden in der vergangenheit auch immer ausgezahlt.

Hello fowi30,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Betroom 24 Casino. Please allow me to ask you a few more question before we would move forward.

Did the casino explain which exact term did you breach? Because based on the e-mail you received you used bets higher than 30% of your deposits. Could you please advise if you can access your betting history or if you are aware of betting over that amount?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

es gibt keine genauere erklärung.

es gab nur diese eine email die ich ja bereits hier geschrieben habe.

es geht darum das mehr als 30 protzent meiner einzahlungen mit bonus waren?

ist das ein problem ?

wenn ja warum kann ich dann woche für woche für den bonus einzahlen oder warum werde ich dann nicht einfach von den bonus ausgeschlossen so das ich gar nicht erst mit den bonus einzahlen kann.

aber mir den bonus zu geben und dann nicht auszuzahlen ist räuberisch

ich hatte ja zu keinen zeitpunkt eine chanche etwas zu gewinnen da der gewinn ja sowieso storniert geworden wäre.

ich habe bis zuletzt 18 einzahlungen von mehr als 120 euro pro einzahlung getätigt(mehr als 2000 euro) ohne das ich etwas gewinnen oder auszahlen konnte

jetzt gewinne ich einmal und alles wird storniert.hatte ich überhaupt innerhalb meiner letzten 18 einzahlungen eine chanche etwas zu gewinnen wenn der gewinn sowieso storniert geworden wäre.

warum gibt man mir woche für woche den bonus wenn ich sowieso nix gewinnen kann oder ich für den bonus nicht qualifiziert bin.

Dear fowi30,

Every bonus has a chance to win with, but the most important thing is to follow the rules of that bonus. We currently can't know for sure if you have really breached the 30% bet term so we will need to get more information about it. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Best luck in resolving it.

Regards,

Nick

Hi fowi30,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Betroom 24 Casino to the conversation to participate in the resolution of this complaint.

Hi there,

Regards to mentioned player and his claim we would like to give following statement.

After random security check we have noticed player mostly claim matched bonuses with his deposits and barely there is any clean "raw" deposit which is certainly not in a way way recreational players would do it. Claiming deposit bonuses with every deposit can not be explained differently then abusing offered bonuses.

As per clause 10.1.16 we have noticed that mentioned player has way above 30% of his deposits match to bonuses and this way we took our right to confiscate any winnings generated with the help of bonus during active bonus period.

10.1.16 Betroom24 reserve the right to exclude any entry from the promotion and / or alter the promotion (including cancellation) if Betroom24 believes that the promotion is being abused. Moreover, "we" Betroom24 considers claiming bonuses without any other clean deposit (ie deposit which is not matched with any bonus) as irregular gameplay (bonus abuse) to take advantage of bonuses. In addition, whether player has at any given time more than 30% of his deposits match to bonuses (excluding 10.2., 10.3.) We have right to confiscate any winnings generated by bonuses at any time as per our sole discretion. Violation of this rule will forfeit the bonus and any winnings resulting from the bonus or other games that were completed during the active bonus period.

Our Bonus Terms and Conditions are transparent and with one click every player can read it before claiming any of matched bonuses. It is players responsibility to read and understand conditions written there.

On the request of Casino.guru we can provide proofs of player deposits and number of bonuses that were claimed.

Thank you for understanding

Betroom24 Security Team

Dear Betroom24 Security Team,

If you don't want players to take bonuses or want to keep the 30% bonus/deposit ratio, why isn't it enforced by the system? From a player's view, they can take as many bonuses as they want, if they lose, it's OK, but when they win, the winnings get confiscated. We find such rules to be user-unfriendly even unfair and are convinced that the player should get paid in full. If you don't want to grant further bonuses to the players, don't let them take any. We find the argument "non-recreational player" to be very unspecific and can be easily abused. Every casual player primarily wants to win, if there are bonuses available, they will take them. It's mostly the "pro players" who play without bonuses.

ich habe bis zuletzt 18 einzahlungen von mehr als 120 euro pro einzahlung getätigt(mehr als 2000 euro) ohne das ich etwas gewinnen oder auszahlen konnte ohne das das casino reagiert hat mich von bonus zu sperren.

jetzt gewinne ich einmal und kriege auch nix

hatte ich jemals eine chanche innerhalb meiner letzten 18 einzahlungen etwas zu gewinnen wenn der gewinn sowieso storniert geworden wäre.

da ich zu keinen zeitpunkt eine chanche hatte etwas zu gewinnen kann ich auch meine letzte 18 einzahlungen zurückfordern oder

Hi Casino Guru,

Please note that our platform system - software does not have option which would optimize who can use and who can not use bonuses.

Majority of players using bonuses come to livechat or drop us an email and ask if they are eligible for claiming bonuses so it does not come to such situation as this one.

As a friendly casino we are looking to have as less as possible of such situations with players. We intend to give players as much bonuses and other promotions as we can. When it comes clearly that player is only abusing bonuses then we became very strict.

Our Bonus Rules are witten clearly and can be easily understand by any player. It is player responsibility to read bonus terms carefully.

Violating any rules is results of players irresponsibility and as such, casino and casino terms can not be marked as "unfair".

This case is closed for us as we all came to same conclusion that Bonus Term was Violated by the player.

If player thinks he did not violate any rule, Betroom24 encouraged player to contact our license issuer which will act according to regulations and legislation under which Betroom24 operates.

Betroom24 Security Team

Dear Betroom24 Security Team,

Thank you for your reply. Unfortunately, we can't accept your decision and the complaint will become unresolved. We understand your point of view, however, the whole industry is evolving and you wouldn't be able to find such rules in top casinos. We, at casino.guru, are trying to push the industry towards fair gambling and help create a fair and user-friendly environment for players.

Dear fowi30,

I'm afraid I can't persuade the casino to pay you your winnings. I recommend turning to the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them, but I can't guarantee a positive outcome. The complaint will become unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to 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,

Peter

We’ve reopened this complaint at the request of Betroom24 Casino. We received information with supporting evidence stating that the player agreed to an offer made by the casino and therefore we consider the issue to be resolved.