Bet Inferno Casino - Player's winnings are confiscated.

14/2/2025 I finished wagering my bonus i claimed at Betinferno.com My bonus money of 61635 was converted to real money and i started the kyc process. After this when i went to withdraw, but most of my money was missing. So i asked support where the rest of my money was. They escalated this and now got back to me. They said that there was a max winnings clause for the bonus. Before i took the bonus i read the terms and this was not there at the time. Now when i checked the terms i see it clearly, so I am positive this was not in the terms when i took the bonus. In the mail they sent me now. They say "Having checked with our team, they've confirmed that, due to the bonus' Terms and Conditions, You've exceeded the max bonus winnings, therefore the excess was capped and the remaining amount was converted and credited to your account." This is clearly false i will attach a screenshot of the email and the proof that this was not the case when i took the bonus as the entire sum of 61635kr was converted to real money and not the 14480kr i was left with. I sincerely hope to resolve this problem and that Betinferno right their wrongs

Dear ibenholtes12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet Inferno Casino.

I checked the bonus rules of the casino and found the following maximums: (in English) https://www.betinferno.com/bonus-terms-and-conditions/

8.7. The maximum amounts that can be converted into real withdrawable cash or withdrawn from bonus offers are promotions as below:

The maximum amount that can be converted from a first time deposit/reload reward/bonus is x5 (five times) the maximum reload reward/bonus amount claimable unless stated otherwise.

The maximum amount that can be converted from a deposit/reload reward/bonus is x10 (ten times) the maximum reload reward/bonus amount claimable unless stated otherwise.

The maximum amount that can be withdrawn from a no-deposit registration reward is €100 (or currency equivalent).

The maximum amount that can be converted from any other free no-deposit reward is €1,000 (or currency equivalent) unless stated otherwise.

The maximum amount that can be withdrawn from any Deposit for Free Spins offer is €5,000 (or currency equivalent) unless stated otherwise.

Please note that while it's not entirely user-friendly to cap the winnings at the time of the withdrawal many casinos do it this way, instead of when the bonus is wagered through. We decided in the past to not consider it an unfair practice.

• Could you please explain whether the bonus funds were capped according to the rules above accurately?

Thank you very much in advance for your reply.

Best regards,

Tomas

"The maximum amount that can be converted from a first time deposit/reload reward/bonus is x5 (five times) the maximum reload reward/bonus amount claimable unless stated otherwise."

Well according to their own phrasing this is not the case as they say here "The maximum amount that can be converted from a first time deposit/reload reward/bonus is 5x". "that can be converted"

Though you say it is not unfair practice to cap them at the withdrawal it contradicts their terms of service. As it clearly states that "the maximum amount that can be converted from a first time bonus is 5x"

The casino converted all 61k to real funds:Like i said earlier the terms did not state this at the time when i played. This is the most important thing. That the terms did not say this when i played.

I am sorry, but we can help only based on the information you decide to provide us.

• Do I understand correctly the casino didn't cap your winnings immediately upon wagering completion, but only after you requested a withdrawal?
• Was there any gaming activity in between the time your money was converted and withdrawal was requested?
• Could you please share more details and a timeline of events if there was gaming activity?

Please let me know.

• Yes the casino did not cap my winnings immediately upon wagering completion, i then proceeded to verify myself and withdraw, when i withdrew, the funds were not capped. When i returned to the site later (i think the next day or two) to check my withdrawal they had reduced it to 14480. After seeing this i contacted their support asking why my money was missing. I was then told that they had escalated it to another department to figure it out. This was late February. I did not hear anything from them until i sent an email asking for an update the 3rd of march. The 5th of march i got the email saying my "excess was capped and the remaining amount was converted and credited to your account" which is not what happened if you look at the screenshot it says that 61635kr was converted and i remember vividly it being in my balance
• Hard for me to remember if there was, there maybe were some spins right after the bonus had been converted to 61k worth of real money. After this i wanted to withdraw and verify myself before spending anymore on the site.
• I cannot think of anymore details if there is something specific you want to know i am happy to inform you.

Again, if the balance was not reduced immediately after the wagering during the conversion but only after you requested a withdrawal, the bonus max cashout is still applicable rule the casino as the right to apply based on the bonus terms and conditions.

Unfortunately, there is no justification for us to argue you should be paid above the maximum cashout of the bonus. The initial conversion to the full amount is not sufficient reasoning for us to proceed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with online casinos in the future.