Bets.io Casino - Player's winnings have been confiscated.

DOES NOT WANT TO PAY OUT A 15,000x SLOT WIN!! DO NOT DEPOSIT!

I hit this 15,000x on SixSixSix on 12-05-2024 - https://replay.hacksawgaming.com/?roundid=12002553021813&partner=2730&language=en-us&channel=desktop

I tried to withdraw funds but was not able to being told to contact customer service.

I had deposited about $135 and received a bonus match of 100% which I was using to spin slots. After hitting the 15,000x and not being able to withdraw I was clicking around and cancelled the active bonus match of $135 which ended up removing the total $15,030 win I had in my balance, leaving it with about $120 instantly. I assumed cancelling this bonus would only remove the small $135 bonus and allow me to withdraw my remaining 15k balance.

I reached out to support to correct this issue in my balance and allow me to withdraw my winnings.

Support says they are investigating the issue and will get back to me. After about 5 days of back and fourth the casino is claiming that in their terms I agreed to forfeit any bonus winnings if I cancelled a bonus. This is for a fact completely false.

I had archived their entire website and disclosures documents/T&Cs on the same day that I hit this win incase they had tried to add or modify terms due to this issue. It turns out that is exactly what they did.

They modified terms to include a statement as quoted from their support "A gambler has the right to cancel any bonuses and not fulfill the wagering requirements without losing any of their funds. However, all bonus funds, as well as winnings associated with bonus funds, will be void in such cases."

I have screen recordings across multiple devices and 3rd party archive links proving that they added these terms after the fact.

Disgusting behavior by the casino, they cannot be trusted. Casino Guru needs to blacklist them!!

Dear NikkiT,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets.io Casino.

Please note the rule you mentioned was added later and is a standard practice in online casinos. We believe that once you accept the bonus you'll need to follow the bonus conditions. Canceling of the bonus means most often, any unspent real money deposit is returned to you.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was there a warning, notification, or other information window regarding the fact your winnings from the bonus will be canceled if you decide to cancel a bonus?
• Have you asked the casino to restore your bonus balance to give you a chance to complete wagering of the bonus?
• Could you please share your communication with the casino? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas,

First of all thank you for looking into this. I have provided answers to your questions below:

Was there a warning, notification, or other information window regarding the fact your winnings from the bonus will be canceled if you decide to cancel a bonus?

No, this rule was not a part of the T&C when I signed up for the account or while this issue occurred nor was there any pop up or notification that canceling the bonus would forfeit all earnings. It was only added later after I had contacted customer service.

Have you asked the casino to restore your bonus balance to give you a chance to complete wagering of the bonus?

Yes, they have declined to restore the balance.

Could you please share your communication with the casino? My email is tomas@casino.guru

Yes, I have forwarded you the entire communication chain. Let me know if there is anything else I can provide.

Thanks for your reply and the information provided.

I am communicating with the casino regarding the issue outside of the thread. Please allow me some more time to gather information relevant to your case.

Dear Nikkit and Tomas,

Thank you for reaching out to us. We’re sorry to hear that clicking around led to the bonus cancelation, and we understand this have been disappointing for you. However, each bonus must be wagered according to the wagering requirements to be eligible for withdrawal.

As a gesture of goodwill and because we value each of our players, we’d like to offer a second try with a bonus. We are ready to add the initial bonus amount which you received on a deposit back to your account. This way you can start your path to winning again, and may you be lucky.

Please confirm if you’d like to proceed, and we’ll be happy to activate that bonus for you. 

Best regards,

Bets.io casino

Thanks for the reply and offer to resolve the issue.

Dear NikkiT,

Kindly let us know whether you agree with the proposed resolution of the issue.

Looking forward to your reply.

Crediting me $135 of the bonus match and wishing me I have the same luck is a completely out of touch offer. The odds of hitting a 15,000x are 1 in many many millions.

You changed your terms and conditions after the issue occurred which is another deceptive practice and in 99% of jurisdictions not enforceable as I did not play under the new terms you added after the fact. In almost all jurisdictions I would have to be made whole, there was no malfunction or error or technological issue or extraneous issue which caused an undue payout, this was all within the box of fairness and we both understand that.

I will accept $10,000 with the original play though requirement and we can consider this settled.

Thanks for your patience, NikkiT.

Please note canceling of winnings if you cancel a bonus is completely fair practice common in online casinos.

Do I understand correctly you weren't satisfied with the proposed resolution of the casino?

Please let me know.

Dear NikkiT,

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 Tomas,

I understand that this is fairly common practice and included in most casino T&C. However I think the main distinction here is that this was NOT part of Bets.io Casino T&C when the issue occurred while I was playing. It was only added later after the fact. I do not think any reasonable person would accept terms that were modified to benefit the casino after an issue has occurred. That seems very shady and deceptive because that line of reasoning leads to infinite possibilities of term adjustment to avoid or minimize payouts.

The fair resolution here is for the bonus balance of 15k to be restored with the remaining wager requirement that was left on the account. The Casinos offer of $135 bonus and wishing me luck to hit another 1 in 10 million odds is completely out of touch and I do not accept that.

I only played on this casino because I saw their reviews were good on Casinoguru. Customers rely on and trust your website and team to vet out the shady scam casinos and provide protection in this crooked space.

Thank you for hearing me out,

Nikki

Dear NikkiT,

I asked the casino for the solution you are suggesting as well, however, it wasn't possible and within the casino's power to restore your bonus funds in this way. Since you canceled the bonus yourself, the solution of the casino is the best they can do. If you don't agree with the solution there is nothing more we can ask the casino to do or penalize them.

I am sorry we couldn't be of more help in the situation. Please let me know if you agree with the casino's solution under these circumstances before I close the complaint.

Dear NikkiT,

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.

No I don’t agree with it. You can close the case but this should not be considered resolved. It was not in the casinos terms when I was playing or this issue happened and there is proof of it.

Dear NikkiT,

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future. We are here to help.