Betzest Casino - Player has been accused of playing restricted game.

Nachdem der Wager beendet wurde wurden meine gewinnen beschlagnahmt da ich angeblich LilDevil spielte

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.betzest.com/en/contents/promotions-general-rules:

"The bonus cannot be wagered on the following games:

Secrets of Atlantis, Blood Suckers I & II, Jimi Hendrix Slot, Lil Devil, Reactoonz I&II, The Wishmaster, Big Bad Wolf, Mega Joker, Immortal Romance, The Dog House, Castle Builder I &II, Tombala Slot, Reel Rush I&II, Dead or Alive I & II, Eggomatic, Devil´s Delight, Kings of Chicago, Robin Hood, Zombies, Jack Hammer I & II and Jackpot 6000. Playing on these games is strictly prohibited during bonus wagering. Jackpot 6000 is allowed for Norway and Finland only."

If you are aware of placing bets on restricted games while wagering your bonus, sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would like to see casinos implementing systems that would prevent players from placing bets on restricted games, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to contact me you feel that you have been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear Daniel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Casino ignoriert mich bisher noch keine Auzahlung

I’m truly sorry, Daniel, but I still don’t understand the issue completely. Are you aware of placing bets on restricted games while wagering your bonus? Thank you.

Dear Daniel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Nein ist mir nicht bewusst

Could you please forward your game history? My email address is petronela.k@casino.guru. 

Mein Account wurde gesperrt

Thank you very much, Daniel, for your reply. 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.

Ok vielen dank

Hi Daniel,

I'm taking over your complaint. I will contact the casino and see if I can help.

Dear Sir,

We are very sorry for the inconvenience,

It seems that, unfortunately, you played on a restricted game during bonus wagering breaching the clause 1.4.4a of our bonus T&C's :

"1.4.4.a The bonus cannot be wagered on the following games:

Secrets of Atlantis, Blood Suckers I & II, Jimi Hendrix Slot, Lil Devil, Reactoonz I&II, The Wishmaster, Big Bad Wolf, Mega Joker, Immortal Romance, The Dog House, Castle Builder I &II, Tombala Slot, Reel Rush I&II, Dead or Alive I & II, Eggomatic, Devil´s Delight, Kings of Chicago, Robin Hood, Zombies, Jack Hammer I & II and Jackpot 6000. Playing on these games is strictly prohibited during bonus wagering."

You played in the game Lil Devil during bonus wagering hence the breach of the clause 1.4.4a. (https://prnt.sc/vg2ku3)

Your bonus winnings were confiscated as by the T&C's and the deposit was returned to you.

We kindly remind you to read carefully the T&C's before playing.

We kindly ask the forum administrators to close the complaint as resolved in the light of the above facts.

Thank you very much

Kind Regards

Casino Manager

Thank you Betzest team for the reply, could you please provide the player's game history (email:peter.m@casino.guru)?

Hello again,

It is sent by email since morning.

Thank you

Kind Regards

Thank you Betzest team for the email.

Dear Daniel, I received quite detailed evidence suggesting that you did play the Lil Devil game. Unfortunately, since the game is prohibited when playing with a bonus, there is nothing I can do for you. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like in your case the restricted games. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I wish I could be of more help.

Best regards,

Peter