Bets Amigo Casino - Player's withdrawal is delayed at Bets Amigo Casino.

I playd in Betsamigo casino and won18000 €. I got my account verifyed and also got 1000€ withdrawl. After that I asked the casino to enable my playing so I would not play my winnings. After that I have not got anythi. My 1000 € withdrawl has been bending for over two weeks as the withdrawl limit per day is 1000€. I have emailed them a lot but even though they answer me, nothing happens. Could you please help me to get my withdrawls?

Dear kiila72,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you received any winnings already? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

Thank you for your viewing.

I haven't played with bonuses, and I received one €1,000 withdrawal just over two weeks ago. I did the second repatriation right after ae, when it was possible again. I have now been waiting two weeks for the processing of this second €1,000 withdrawal. Despite my enquiries, nothing happens.

(One-time purchase €1,000.)

Hey,

I received the following message from the casino. In other words, they have taken €10,000 from my winnings completely, because the winning limit was exceeded! I've never heard of this. You can play with big stakes, but you can't win big? Is this really legal? So many updates to the situation that during this time I have received one €1,000 withdrawal to my account...

"We regret to inform you that we have had to remove certain wins associated with your account due to a violation of term 2.5.7 of our terms and conditions that you accepted prior to registration.

We have noticed that on 27/07 & 29/07, your winnings exceeded the limit of 5 thousand, which is why we have deducted the appropriate amount from your account balance.

Please note that this action has been taken in accordance with our terms and conditions, and we apologize for any inconvenience this may have caused. We encourage you to continue playing responsibly and to monitor your account closely to avoid such deductions in the future.

(Furthermore, we would like to highlight that despite this deduction, your account remains profitable with us by €6996.)

Thank you for your cooperation and we look forward to seeing you play in our casino!

Do not hesitate to contact us in case you need any further help. Have a good day."

Thank you, kiila72, very much for your reply. I have checked the general terms and conditions, and this is what I found (here):

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, we consider imposed win limit to be unfair and predatory when it’s applied to a real money game. Could you please confirm once again, to avoid any misunderstanding, that you accumulated your winnings without any active bonus?

Hi,

I am sorry, but could you explain active balance? I deposit maybe 1000€, and won 17.000€. From which they took 10.000€ and have paid me 3.000€ (3x1000€) in almost 4 weeks time. I did not take any bonuses or anything.

Thank you very much, kiila72, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Bets Amigo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Thank you so much for trying! Hope that they will answer any and we would get this complain solved.

Hello there,

Thank you kiila72 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bets Amigo Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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.

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 the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the 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 if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter