BetsPalace Casino - Player's winnings confiscated due to alleged bonus violation.

Hello. I have registered in betspalace casino a month ago. Played a few days. Had couple 100 Eu deposits lost them. Then the last deposit was 25 Eu with bonus. I have reached 400+ Eu when my balance was corrected to 250 Eu, as the maximum winnings can be no more than 10x deposit amount when you use bonus. Then I continue playing some games and my balance amount was lowered to 237 Eu. I ordered a withdrawal. But I was wondering when I received an email from casino that I have bonus violation my winnings were confiscated and my balance returned to 25. The strange was that they was about using bonus for PURELY progress the games and then return and play with REAL money to continue them. I answered to their email that I didn't play with real money but bonus money instead and I met wager requirements. Their answer was that I have violation AFTER I met wager requirements and my balance corrected to 250. So the strange is that they confirmed that winning of 250 Eu was LEGAL but losing of 13 Eu was illegal)). So they stated that my incoming balance of real money is 250, as my bonus wagering was legal but they write that illegal was my gameplay AFTER that. If they are right, why they didn't return it to incoming balance that should be 250, but not 25..?) Shouldn't I continue playing some games? How could this be a violation if my balance was lowered - just continue games that have progress features. If I stopped at 250 they should have nothing to say. This is unfair and very funny at the same time. But they have to return my money.

Dear Samariddin,

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

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

• Could you please share the email you received from the casino with allegations against you and any related communication?
• 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

Hello Tomas

I have forwarded messages from casino betspalace to your email at 22 January.

Thanks

I apologize for the late response.

I am sorry but it's not clear from the report when the bonus was active. Are you able to determine that from the file you send me?

Hi

I thought it should be visible enough. Rows number 332 and 333 in the file. You can see notes "1 Click Bonus" and "correction". Amount was 402.43 - then correction amount 152.43. After that - remaining balance -250. From this moment wager requirements where met and bonus becomes real money.

Thank you very much, Samariddin, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

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

I would now like to ask BetsPalace Casino for their help in resolving this complaint. We would like to know why were the player's funds confiscated and what can we do to 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 EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) 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 out 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

We’ve reopened this complaint at the request of Samariddin. We have received the following message:

Hello

I inform you that casino refunded my winnings at 20 February.

Their answer

"Hello Samariddin,

Due to your situation, your game activity has been rechecked. Please note that the previously forfeited amount of 212 EUR has been successfully refunded to your game balance.

We sincerely apologise."

So i don't want this case downgrade their rating as they responded my case and returned my winnings, so please revise your data concerning non responded cases.

Sorry I should inform sooner, but couldn't connect.

Also could not add a post to the thread.

Please add this information to the thread opened concerning this case.

I want to thank kazino -azov, Peter, Thomas and other specialists helping gamblers to find justice. This was thanks to your help.

Thak you.

Dear Samariddin,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter