The player from Germany had his bonus winnings voided after buying in-game features. Unfortunately, this led the player to breach the maximum allowed bet, therefore we couldn't help.
Betsafe Casino - Player’s bonus winnings have been canceled.
Amount: €10,001.47
Betsafe Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I deposited € 200 at Betsafe and received € 200 as a bonus. I won almost € 10,000 during my first casino live stream on Twitch (https://youtu.be/nlCg9vlwrL4).
For this I bought the free spins option "buy feature" for € 100 (on € 1 per spin). The gentleman from the live chat tells me in retrospect that they have different bonus conditions.
After my win I still had to unlock 38% of the bonus in order to withdraw the money. I tried to buy features for 100 euros again, but noticed that this hardly unlocked the bonus. So with 2-4 euros per spin I made hundreds of spins until the bonus was cleared.
When I wanted to withdraw, I was told that my € 200 of the first deposit would have to be paid out in order to request another withdrawal.
During this time I continued to play a bit aggressively (sometimes € 1000 per feature / € 10 per spin), but the bonus was already completely cleared at this point. When I was back to a credit of a little more than € 10,000, I was blocked for a week in order to come down first and wait for the payout.
When I logged in again after a week I was shocked to see that all my money except for the € 200 deposit amount had been confiscated.
Even after repeated cover letters, reference was only made to the bonus conditions that I allegedly broke, which in my opinion I did not do because the profit was € 1 (even if I paid € 100 to buy the feature). Nothing about this can be found in the bonus conditions either.
I have tried several times to get a detailed explanation, but never received an answer because there is probably none. If I had broken the terms, I would have seen it.
I hope you can help me there.
Kind regards
Heiko ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 years ago
Dear Heiko,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus T&Cs, and this is what I found (https://www.betsafe.com/en/terms-and-conditions#bonuses):
„ Bonuses in Casino have got a max bet restriction in place of €6 per game round or €0.50c bet per line (or currency equivalent) and failure to adhere to this max bet rule may result in account closure and forfeit of the Bonus and any winnings attained during the wagering of the Bonus."
Could you please confirm, that you received those 100 free spins for each €1,000 you bet? Unfortunately, the maximum bet rules apply until you withdraw your bonus winnings. In this case you payed €1,000 for 100 free spins, so it represents a bet of 10€/per spin, which is more than the maximum allowed bet.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
4 years ago
Translation
Oh man,
yes, after the bonus was fully activated, I paid 1000 € (to the equivalent of 10 euros per spin) for the free spins feature (but then it's not 100 free spins, but just as many as the bonus round gives (at least 3, maximum x) you basically buy it for yourself that you don't have to wait for the 3 free play symbols, but get into the free play mode immediately for 100 times the value of the betting round.
In the round with the high profit it was 100 euros with a stake of 1 euros. The profit thus results from a regular round.
But it can't be that a payout is not possible immediately (after the bonus amount has been fully activated) and if you turn a spin too high (where no additional money was won) the money will be withheld. It's not uncommon for a very high profit to turn a little higher. The win itself was played with only 1 euro per spin (I won 9935 times the stake).
Everything was normal when it came to winning and unlocking the bonus. And then I am not allowed to do what I want with the money I have won? The requested payment does not take place. The money will be returned to my account. However, the records are being processed and I am verified.
After my money has been confiscated from the account, I see the € 200 that I have deposited into the account as a credit again. (I have not canceled a withdrawal)
Then I have to withdraw the € 200 again.
I'm really shocked with the methods with which such casinos rip off their customers. Either you lose, or you are put off until you gamble away your money again or break some (nonsensical) rule to keep the money.
Edited
Automatic translation:
Public
Public
4 years ago
Heiko, I am very sorry, but we cannot help you in this case. Even if you finished the wagering requirements, the bonus was still active and the bonus winnings are considered as bonus funds until you withdraw them. Therefore by buying in-game features (€10 per spin) you breached the maximum bet rule of €6.
Unfortunately, there is not much we could do. I apologize, I understand it must be frustrating when you've won such an amazing amount. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.
Public
Public
4 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
