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.