The player from Sweden accumulated a significant amount of winnings in one day, but the casino reduced it to €5,000. It seems that this was due to a maximum win rule that was applied to the player's balance. We find this to be against our policies on fair gambling when applied to a real money balance. We tried to contact the casino but there was no response, so the complaint was closed as 'unresolved'.
Bets Amigo Casino - Player's winnings were reduced.
Black points: 840
Amount: 160,000 kr
Bets Amigo Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
Bets Amigo 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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello.
don't know if I'm misunderstanding their "terms and conditions" but here comes the question/reflection.
on the 17th of Feb I won €34,000
approximately €9,000 is paid out
then receive an email stating that the maximum profit is 5000 per 24 hours.
and that my €14,000 has been removed from the account.
but if you read further on their terms and conditions, it says something if you win more than that, the winnings can be divided into monthly payments.
Does this not apply to me then? Or have I completely misunderstood?
feels awful to get rid of this money.
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1 year ago
Dear Emeleks,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found:
"2.5.7 YOU AGREE THAT THE MAXIMUM NET WINNINGS, PER ACCOUNT, ARE LIMITED TO 5000 EUR IN ANY 24-HOUR PERIOD."
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you advise if you accumulated the winnings with or without an active bonus?
Looking forward to hearing from you. Thank you.
Best regards,
Kristina
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1 year ago
Translation
Hello.
no, I have never used any bonus ever at this casino.
had bet 12x euros on "sweet spins" at bonanza live candyland and the bonus game ended up landing a profit of approx.
they didn't mention anything about this in the email when I asked if it was possible to withdraw more than €1000 because it was such a higher amount.
really arrogant customer service and irrelevant answers. takes forever to respond via email.
would never recommend this casino to anyone, never ever…
I wonder a little about their conditions, where it says to divide into monthly payments...
Sincerely
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1 year ago
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does this now mean that BETSAMIGO kept the money themselves? and not refunded to the game provider ie pragmaticplay?
am so angry and frustrated
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1 year ago
Thank you very much, Emeleks, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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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1 year ago
Hello Emeleks,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Bets Amigo Casino to join the conversation and participate in the resolution of this complaint.
Dear Bets Amigo Casino,
Can you please provide clarify the reason for the player's winnings having been reduced?
Kind regards,
Adam
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1 year ago
Translation
feels like you earned money for their happiness..
idiots
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1 year 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 as ‘unresolved’ which may negatively affect its rating.
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1 year ago
and what about their T&C..
If a customer wins more than €30,000, the Casino reserves the right to divide the payout into monthly instalments until the full amount is paid out. If the amount to be withdrawn is larger than €7.000 , the remaining amounts will be placed back in the player’s account, to be withdrawn in the following month.
they didnt do this, they removed ALL of the money…
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1 year ago
Dear Emeleks,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact MADRE– an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).
Please let me know how the ADR responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
