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

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

Amount: €1,950

Betroom 24 Casino
Safety Index:High
Submitted: 09 Jan 2022 | Resolved : 16 Apr 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

7 months ago

The player from Germany had raised a complaint about his winnings being voided by Betroom 24 Casino, citing a breach of bonus terms. The casino had claimed that the player consistently claimed deposit bonuses, which they considered as bonus abuse. The player had argued that he made several deposits without winning anything and questioned the fairness of the casino's practices. The casino maintained their stance, stating their terms were clear and the player violated them. Despite our team's attempts to mediate, the casino refused to pay the player's winnings. We labelled the complaint as 'unresolved' due to the casino's decision being against our Fair Gambling Codex. The casino later provided evidence that the player agreed to an offer, leading us to consider the issue as resolved.

Public
Public
2 years ago
Translation

Hi

i deposited 120 euros at betroom24 for the weekend 50 percent reload bonus.


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


After successful implementation, I was able to apply for a payout of 1950 euros. Then I received an email that my winnings had been canceled and my deposit was credited back to my account. with the following reason:


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 the 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 (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.

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


if you think that I am not a recreational player, that I am taking advantage of too many bonuses or that my game pattern does not suit you, then you should exclude me from bonuses beforehand.


But to give me a bonus and then not to pay out is predatory because I never had a chance to win anything because the win would have been canceled anyway.


So you let me pay in for the 50 percent reload bonus week after week if I don't win anything great and if I win something just cancel the win and exclude the player from the bonus.


I consider this practice to be predatory and out of order.


Since I see myself 100 percent right, I decided to write this complaint.


I am already fully verified in this casino.

had no problems so far and winnings have always been paid out in the past.

Automatic translation:
Public
Public
2 years ago

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

Public
Public
2 years ago
Translation

there is no more detailed explanation.

there was only this one email that I have already written here.


Is it about that more than 30 percent of my deposits were with a bonus?

is this a problem ?

if so, why can i deposit for the bonus week after week or why am i not simply excluded from the bonus so that i cannot deposit with the bonus in the first place.


but to give me the bonus and then not cash out is predatory

At no point did I have a chance to win anything because the win would have been canceled anyway.


Until recently, i made 18 deposits of more than 120 euros per deposit (more than 2000 euros) without being able to win or withdraw anything


Now I win once and everything is canceled. Did I even have a chance to win something within my last 18 deposits if the win would have been canceled anyway?


why do you give me the bonus week after week when i can't win anything anyway or i am not qualified for the bonus?


filefile


filefile


Automatic translation:
Public
Public
2 years ago

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

Public
Public
2 years ago

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.

Public
Public
2 years ago

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


Public
Public
2 years ago

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.

Public
Public
2 years ago
Translation

I have made 18 deposits of more than 120 euros per deposit (more than 2000 euros) without being able to win or withdraw anything without the casino reacting to block me from the bonus.


now I win once and get nothing

have i ever had a chance to win something within my last 18 deposits if the win would have been canceled anyway.


Since I never had a chance to win anything, I can also reclaim my last 18 deposits or


Automatic translation:
Public
Public
2 years ago

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


Public
Public
2 years ago

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

Public
Public
7 months ago

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.

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news