Bettilt Casino - Player's winnings confiscated due to accused breach of betting terms.

My account was KYC verified. But after my winning I requested for withdraw money then my account was suspended.

My account was suspended saying that I covered more than 64% of the numbers But casino have already set bet limits.

I won in live lightning roulette. I wasn't play red and black colors And also my account verified after my winning.

They sent me this mail... U can see it...

Dear Mukesh,

We found that you breached terms and conditions of the website, which you agreed to follow.

7.4 Any outside bet spread combination on Roulette games that cover 24 or more (64%) of the 37 unique number spots on the table is strictly prohibited. For example, betting on both Red and Black, which covers 36 of the 37 possible outcomes, falls under this category. In the event that a player engages in such a prohibited combination, all winnings and bonuses associated with the gameplay will be deemed void, and the player may be subject to account suspension or closure.

You covered more than 64% of table on many bets since you started playing in our casino.

As per T&C you cannot cover more than 64 % table in one bet.

Winnings are confiscated.

Photos of the bet rounds are also attached, please check for it.

Kindly play fairly as per terms and conditions of the website here bettilt143.com/en-IN/info/terms-and-conditions

In order to reopen your account, please confirm that you understand our terms and conditions.

If you have any questions or suggestions, please do not hesitate to contact us.

Best regards,

The Bettilt Team

But this is not a solution.

Please help me.

Dear Mukesh017,

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 your winnings were accumulated with or without an active bonus?
• Was it your first game session in this casino?

If you could download or request your game history, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

1. Without bonus

2. First xxxtreme lightning roulette and crazy coin flip, lightning roulette, sports bet.

3. I won in lightning roulette 350x

Hi Mukesh017,

Was it your first game session in this casino or have you played the same way before?

Thank you.

Fisrt session

But in this game, restrictions were already imposed on the time of batting

Thank you very much, Mukesh017, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Mukesh017,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Bettilt Casino’s representatives to join this discussion in order to resolve this issue.

Dear Bettilt Casino,

Could you please provide an explanation for why the player's funds have been voided? Additionally, could you also provide evidence of any rule violations that led to this action?

Best Regards,

Jakub

Dear Casino guru,

Kindly note that payer made account on our website on - 12.04.2024 and during sign up process agreed to terms and conditions of website.

Terms and conditions are available on site also - www.bettilt.com/en-IN/info/terms-and-conditions

Player breached terms and condition of website and we sent him detailed mail regarding this with proof.

7.4. Restricted activities

Any outside bet spread combination on Roulette games that cover 24 or more (64%) of the 37 unique number spots on the table is strictly prohibited. For example, betting on both Red and Black, which covers 36 of the 37 possible outcomes, falls under this category. In the event that a player engages in such a prohibited combination, all winnings and bonuses associated with the gameplay will be deemed void, and the player may be subject to account suspension or closure.

Player covered more than 64% table in almost all rounds and sharing proof of one such round where player was covering 76% of table.

Winnings of such rounds were confiscated and last deposit of player is still in account and player can send us confirmation that he understood rule then his account will be open again.

Best Regards,

Bettilt Casino

Dear Bettilt Casino,

Firstly, at Casino Guru, we uphold fairness in gaming practices, and we firmly believe that low-risk play on roulette does not grant players an unfair advantage over the casino. Even if a player covers the entire roulette table, the payouts for winning are insufficient to overcome the inherent house edge, which remains regardless of any strategy employed. This edge, inherent in the game's design, cannot be eliminated by any means.

Furthermore, even though low-risk strategies may afford players higher winning probabilities, the associated payouts are notably lower. Regardless of consistent short-term wins, the payout ratios are meticulously calibrated to ensure the casino's profitability over time. While low-risk strategies may indeed assist players in managing their bankrolls more effectively and enjoying extended playing sessions, they do not ensure long-term profitability. In the long run, the house edge inevitably leads to player losses, albeit at a slower rate compared to riskier bets.

In essence, low-risk play in roulette is not unfairly penalized by casinos. The game is structured to favor the house, regardless of the player's chosen strategy.

Secondly I'd like to address the presence of two sets of Terms and Conditions on our site, particularly in the registration form, as depicted in the image provided below. When users click the first link, a pop-up banner appears, displaying the current Terms and Conditions. However, if they opt to download the terms by clicking the "download" arrow, they are directed to a PDF version of the Terms and Conditions hosted at https://s3.bttmedia.com/hub/b3/files/TermsAndConditions-EN-IN.pdf. This setup raises concerns regarding consistency and clarity for users.

Specifically, Rule 7.4, which has sparked our current discussion, is notably absent from the PDF version of the Terms and Conditions. This discrepancy raises questions about which set of terms users are actually agreeing to. It's crucial for users to have access to clear, consistent, and up-to-date Terms and Conditions to ensure transparency and fairness in their interactions with your platform.

Therefore, we recognize the need to address this issue promptly to avoid any confusion or ambiguity for our users. We will take steps to ensure that both sets of Terms and Conditions are aligned and accurately reflect the rules and regulations governing your platform.

I respectfully request a reconsideration of your decision in this matter, as I firmly believe that the player is entitled to receive their winnings in full. The circumstances outlined provide compelling reasons for this request, and I trust that upon review, you will recognize the validity of our position.

Thank you for your attention to this matter.

Best Regards,

Jakub

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.

Dear Casinoguru,

We would like to clarify the matter regarding the terms and conditions of our website.

We would like to point out that our terms and conditions are the same for all players creating an account on our website, and are available on our website for players to review and agree to prior to making any deposits or bets. 

Kindly pay attention that you mentioned Term and condition 7.4 was not in the PDF version, but we would like to correct this by pointing out that the relevant rule was actually located in section 14.10.2.4 of the PDF version. This rule states that any bet spread combination on Roulette games covering 24 or more (64%) of the 37 unique number spots on the table will result in all winnings and bonuses being voided.

We would also like to remind you that our terms and conditions are available on our website every time - www.bettilt.com/en-IN/info/terms-and-conditions

As we mentioned in our previous reply, evidence of the round was provided to player for better understanding. Unfortunately, we cannot make an exception for player in this case, as our terms and conditions are in place to ensure fairness and equality for all players.

We would like to reiterate that player's deposit amount is still available, and can contact us to request a refund. However, winnings were confiscated as per terms and conditions.

We would also like to bring your attention that PDF version of terms and conditions in Sign up form is also updated.Thank you for your understanding.

Kind regards,

Bettilt Casino

Dear Bettilt Casino,

Thank you for updating the PDF version of the Terms and Conditions to ensure consistency and clarity. However, we remain dissatisfied with your decision, as previously outlined.

Regrettably, I have to close this complaint as unresolved. The casino's rule and decision to confiscate winnings on the basis of so-called low-risk play are against Casino Guru's Fair Gambling Codex. As stated before, low-risk play does not provide the player with any unfair advantage over the casino's house edge.

We hope you reconsider this policy in the future to align with fair gambling practices.

Dear Mukesh017,

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 reconsider application of their policies, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best Regards,

Jakub