The player from New Zealand had used a 20% cash bonus for crypto deposits but found that the rollover requirement had to be fulfilled through sports bets, a condition that was not specified in the bonus description. The player wanted to withdraw funds but was forced to meet the rollover requirements through sports bets instead of casino play. We requested additional details from the player to investigate further but received no response. Consequently, the complaint was rejected due to lack of communication from the player.
BetUS Casino - Player’s withdrawal delayed due to unclear bonus terms.
Amount: $2,500
BetUS 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
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
I used a 20% cash bonus for any crypto deposit up to $500 bonus amount. The description of the bonus did not specify that only sports bets contribute to the roll over requirement and casino play does not, however they are forcing me to execute the roll over on sports bets to allow any withdraw.
The terms of the bonus are the following:
20% Cash Bonus
On all your crypto deposits
Claim Bonus
20% CASH Bonus up to $500 on your Crypto Deposit.
In order to be eligible for the Offer, a qualifying real money deposit of $100 or more must be made into your account.
Maximum deposit: $2,500
Payout rules will apply
Six times(6) rollover will apply on 20% Cash Bonus. 6X Rollover applies to both new and existing accounts.
This promotion is not applicable with the 50% extra for crypto deposits
20% CASH Bonus CANNOT be combined with any other bonus offers
You must opt-in to participate in the Offer – USE PROMO CODE: RU20CASH to verify if you’re eligible
General Terms and Conditions Apply
LEARN MORE ABOUT CRYPTOCURRENCY
General Terms & Conditions
Rollover is defined as the amount of cash action risked or won, depending on which is the lower amount on qualifying bet types and lines.
Bonuses are non-transferable and offer no cash value.
Only one Bonus per account/household or shared computer environments such as libraries and internet cafes.
A bonus only gains cash value after the particular rollover requirements are met.
Only the first $5,000 of any applicable wager will count towards rollover.
Of the Risk/Win amounts, the lower of the two amounts is used when calculating rollover.
For example if you place two wagers:
Wager A: $220 to win $200
Wager B: $100 to win $140
The win amount from Wager A would be added to the risk amount from Wager B to give you a total of $300 towards your Rollover requirements.
Recycling of funds is not permitted and will be considered abusing the bonus privilege. * Recycling of funds is when a withdrawal is made and a deposit is made immediately afterwards in order to capitalize on the reload bonus.
Please note some special bonuses may have individual requirements.
Please refer to the terms and conditions of the special bonus for clarification.
Bonus must be requested within 48 hours of deposit time.
If any combination of free plays and/or cash wagers are placed on both sides of an event the wager amount will not count towards rollover and BetUS.com.pa reserves the right to cancel one or both of the wagers in such a situation.
Public
Public
2 months ago
Dear Tigy,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are facing with the bonus terms at the online casino.
To better understand your situation and assist you effectively, could you please provide us with the following additional details?
- Can you specify when you made the deposit and claimed the 20% cash bonus?
- Could you clarify if you have engaged in both casino play and sports betting since claiming the bonus?
- Have you received any specific communication from the casino regarding the requirement to fulfill the rollover on sports bets only? If so, could you provide details or screenshots of this communication?
- Did the casino specify any timeframes or deadlines for meeting the rollover requirements?
Additionally, please forward any relevant communication along with the exact bonus link 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
Public
Public
2 months ago
Dear Tigy,
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.
Public
Public
2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
