BetUS Casino - Player’s rollover requirements cause withdrawal delays.

I am writing to express my dissatisfaction with the handling of my account's rollover requirements following my recent deposits and betting activities. The issues I encountered directly contradict the terms and conditions stated on your website, causing significant frustration and inconvenience.

My first and second deposit were made on June 19th & June 20th, 2024, using a promotional offer that came with rollover requirements. Unfortunately, I busted out on both deposits. After these bust-outs, I made a new deposit of $20 on June 22nd, 2024, without using any bonus or promotional offer. After winning some money from this deposit, I attempted to cash out, only to be informed that I could not do so because of rollover requirements from my previous deposits.

According to BetUS' Terms & Conditions, "A rollover will reset once a successful deposit is made after a bustout. A bustout is when account balances (including casino bonus and free play) and pending wagers are at $0." Despite this clear policy, my rollover requirements were not reset. Instead, the rollover from my first deposit was added to my second deposit rollover, and this combined rollover was then applied to my third deposit.

I discussed this matter with an account manager over the phone, who stated that rollovers do not reset after busting out and that any rollover requirements are cumulative if any deposit bonuses are used. This explanation directly contradicts the terms and conditions outlined on your website.

Thank you for your attention to this matter.

Hello nicolasvan007,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetUS Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How much was your first, second and third deposit? How much is the current wagering requirement of your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, I appreciate your assistance with this.

Account verified on June 11th, 2024

1st Deposit: $105.14 (BTC)

2nd Deposit: $102.73 (BTC)

3rd Deposit: $20(LTC)

Wagering Requirement (Sportsbook rollover): $1861.42

Last time I spoke to casino:

Today @1:40pm (eastern time). I contacted casino to confirm whether my account had been verified. They brought up that I still had a wagering requirement & I explained that I should not as I did not use a bonus on my last deposit. I then sent the details & provided reference to my third deposit.

New information: Casino's Case

Today while reaching out to the casino, I was finally told what their current reasoning for withholding my withdrawal. The casino has mishandled my account transactions, so it would appear that I did not bust out before making a 3rd deposit. I have proof that I did bust out though. (Screenshots attached)

Here’s a detailed summary of the situation:

1. **Initial Balance and Casino Loss**: Before making my third deposit, my balance was $42.50. I then lost $42.50 playing blackjack. However, in my recent activity history, this casino loss was moved to the following day (06/23), even though the description of the loss still shows the correct date (06/22). This alteration makes it appear as if the loss occurred after my third deposit.

2. Casino disputing my 3rd deposit:

My third deposit is being disputed by the casino. They claim it doesn't count b/c I received $20 (no restrictions) for setting up a crypto wallet with one of their affiliates. The casino will agree that this $20 came with no restrictions

- To ensure there were no restrictions or wagering requirements, I withdrew the $20 successfully. This withdrawal itself proves two things.

1. The $20 they gave me had no restrictions.

2. I was able to make a withdrawal, meaning my account balance must have been at $0 without an wagering or rollover requirements blocking a withdrawal from taking place.

After withdrawing & confirming there were no restrictions on the cash, I then deposited $19.80, from this same crypto wallet that I had funded with the previous withdrawal.

The casino is claiming "the deposit doesn't count as a valid deposit since the funds originally came from the $20 I earned when I set up the wallet.

**Key Points**:

- The successful withdrawal of the $20 bonus proves that there were no restrictions, wagering requirements, or rollovers on my account at the time.

- Being able to deposit the $20 further confirms that my account had no balance, rollover, or wagering requirements preventing deposits.

- The transactions should be considered separate and independent actions.

The casino’s handling of these transactions seems unjustified, and I suspect there might be fraudulent activity involved. I have attempted to explain this, but have been shut down and treated disrespectfully .

-Nick V.

*Notice the loss of $42.50, which left me with a $0 balance, occurred 06/22. In the Activity/History it has moved/re-posted to 06/23, after I had made my third deposit.

Hello nicolasvan007,

Based on the screenshots provided, you had previous balance before depositing. Can you please clarify where is that balance from?

Before making my third deposit, I lost the remaining $42.50 or my balance playing blackjack. This play & Loss occurred on 06/22 , however the casino has placed this account activity history in between plays that occured on 06/23. They mismanaged this activity, so it would appear it takes place after my account went $0.

Even though the description of the loss still shows the correct date (06/22), it is being calculated within transaction history on a later date. This alteration makes it appear as if the loss occurred after my third deposit.

Hello nicolasvan007,

Thank you for the clarification. Is it somehow possible to export and forward the full betting history from your account? Are the deposits visible in that betting history as well? If not, please also forward the deposit history too to nikolas.b@casino.guru.

Dear nicolasvan007,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.