BetVili Casino - Player’s winnings have been reduced.

I took the welcome deposit bonus that was 200% non-sticky. I deposited 90 euros so I started out with 270 euros and my balance went under 180 euros and I started wagering. Balance went up to 5200 euros and on the spin that would have finished the wager my balance went straight down to 175 euros. The chat was not online and it was saying that they will be back monday so I left a message asking what happened. They answered me monday saying that my balance went to 175 euros because you cant win more than the applied bonus is in non-deposit bonuses or free spin winnings. I was telling them that it was not a non-deposit bonus and it was not free spin winnings that it was a deposit bonus. They sent me a couple times the same section of the bonus terms and conditions that said that and I was telling them that it doesnt mention a deposit bonus. After that they added the deposit bonus to that list in the bonus terms and conditions. The bonus terms and conditions did not say that when I made the deposit and they are offering me 100 euros of bonus money and saying they are sorry for the inconvinience. They are saying eventough the bonus terms and conditions did not include deposit bonus on that section that said you cant win more than the added bonus is in non-deposit and free spin winnings, they were meaning that it does include the deposit bonus and that it was the idea. So somehow I was supposed to know that I cant win more than the added bonus was eventough it was not written in their bonus terms and conditions.

Dear Armas,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://betvili.com/info/TermsAndConditions#2:

"2.1.11 The maximum limit for withdrawals of non-deposit, deposit bonus, or free spins winnings cannot exceed the amount of the bonus applied. The remaining amount will be canceled."

Sadly, I must emphasize that the rule differs from the one that has been presented to you by a live chat agent:

Could you please advise if you have received any winnings already? The bonus, that has been offered to you as a goodwill gesture, did you accept and play it?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi. I read the bonus terms and conditions really carefully too before depositing and I am really sure that it did not say deposit bonus when I did the deposit and I think that they may have added it afterwards. It doesnt make any sense that the max cashout on a deposit bonus is 2x the deposit and I have been talking with them in live chat and it is kind of unclear if they had the deposit bonus in the terms and conditions but I feel like they are offering the 100 euros of bonus money because they did not have it in there. I did not accept the 100 euro bonus money offer because I would have to wager it and it would not matter how much I win I wont get more than 100 euros. I have 175 euros on the account on the withdrawable balance but I havent taken it out because I am waiting to clear this situation before I take anything out.

Thank you very much, Armas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Armas,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BetVili Casino to the conversation to participate in the resolution of this complaint.

We would like to ask BetVili 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Armas,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We reopened the complaint as per the casino's request. The casino will reply to the complaint soon.

Since the casino didn't reply, the complaint will go back to its "unresolved" status.