Bets.io Casino - Player has cancelled his bonus before completing the wagering.

hi, a few days ago i got a max win of 5000 $ on bets. io there was an active bonus against my deposit which was from a week before i deposited. i deposited 67 dollars and casino gave a bonus of 40 dollars on it. i started playing with 107 approx. after max win my balance was 5027. i tried to withdraw but i came to know my funds are locked due to bonus. i went on and canceled the bonus so casino take back its 40 dollars n i withdraw some of my funds. but as soon i canceled my winnings are were gone and my balance came back to 67 without any notification anything. casino said your winnings are debited after cancelation. i tried to solve this with them but they dont care they took all my money and kept saying its debited by our system. i have a complete video recording of winnings and my balance taken by casino. i am attaching mails of customer support. as i cant post video. i have so many screen shorts and video i dont know if i can post here. can casinos do this? they can take all my winnings by saying you canceled the bonus is why our system debited your winning and left with deposit money

Dear ar5hh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if there was some notification that all the winnings will be voided in case you cancel the active bonus? I understand that it would be ideal if the casino checked with the player if he's aware that in case of the bonus being cancelled before completing the wagering all the winnings associated with it will be cancelled too. Unfortunately, this is not a common practice yet. It is nothing unusual that if you cancel the bonus, the entire balance is voided as it was accumulated with the bonus funds.

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

Best regards,

Petronela

hi, petronela

thank you for opening my complain. no there was not any notification that i will loose all my money and will left only with deposit money. this is why i was shocked why there is not any notification. i have a small video of my balance and after cencelation it went to my original deposit i can share here? no notification nothing i received about loosing my winnings.

that winning came as i bought a 100 $ bonus, that 100$ included my deposit as well it was not just the bonus i was playing with.

i have sent the video of the process though email as i am unable to attach here.

yesterday i decided to close my account with bets. io as they never provided me any solution just kept telling everything is debited by system. was so disappointed and felt hurt/bad playing there knowing i lost that big win

I understand your frustration, ar5hh. Could you please advise if you cancelled the bonus before or after completing the bonus wagering?

hi, i canceled before wagering

Dear ar5hh,

Could you please forward a screenshot of your bonus history to petronela.k@casino.guru? Thank you in advance.

hi, email sent

Thank you very much, ar5hh, for your reply and forwarded screenshot. I wish we could be of more help. Ideally, when players cancel their bonus before completing the required wagering, there should be a notification advising them that the entire balance will be voided. Unfortunately, this is not a standard procedure yet. On the other hand, I understand that cancellation is made automatically by the system and in many cases, it is impossible to reverse it.

Since the bonus was cancelled before completing the wagering and not after, and you closed your account already, I'm afraid we won't be able to help.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear ar5hh,

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.

hi, i am sorry was away for a while.

thankyou so much for your efforts, i have not closed my acvount with bets. io, but yes i know i canceled before wagering and nothing can be done. you can close this complain please.

thank you so much for your time and effort

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.