Bet Inferno Casino - Withdrawal of player's winnings has been delayed.

Dear Casinoguru Complaint Team,

I am writing to formally report a serious issue regarding Bet Inferno and their handling of my winnings.

On February 17th, 2025, I deposited 3,000 kr on Bet Inferno and claimed their welcome bonus. The reason I chose this bonus was the favorable terms, specifically the 25x wagering requirement, which is relatively low compared to other offers these days. I made sure to carefully read the terms before accepting the bonus, and I found them to be fair. Additionally, I noticed that they offered my favorite game, Net Gains, which made the offer even more attractive.

After completing the wagering requirements, I won a significant amount of 164,510 kr. A few days later, I went through the KYC process to verify my account, which is standard procedure. At this point, my full balance was still available in my account. I then requested a withdrawal of 20,000 kr.

However, I only received 14,480 kr of the 20,000 kr I had requested, which seemed odd. When I logged in today (February 26th), I discovered that almost all of my winnings had been confiscated. I immediately contacted customer support, and they informed me that my winnings were removed due to a 5x max win rule on the bonus.

This was shocking to me because this rule was not part of the terms and conditions I accepted when I registered and deposited on February 17th. I pointed this out to the support agent, explaining that removing my winnings under a rule that was not originally in place is outright fraudulent. However, the agent insisted that the rule had always been there and that I was mistaken.

I then asked the agent if winnings exceeding the 5x limit are automatically removed when wagering is completed, to which they confirmed "yes". However, this directly contradicts what happened in my case. My winnings were not automatically removed when the wagering was completed—instead, the funds remained in my account for several days and were only confiscated after I had requested a withdrawal.

Furthermore, on the bonus screen, it clearly stated that 164,510 kr was converted into real winnings. If the 5x max win rule had existed at the time of my deposit and gameplay, this amount would have been capped and displayed correctly at that point. The fact that the system allowed the full amount to be converted into withdrawable funds further proves that this rule was either implemented after my gameplay or manually enforced after my withdrawal request.

Unfortunately, I do not have a way to go back in time and take a screenshot of the terms as they were on February 17th, but I am 100% certain that this rule was not in place when I registered and played. This is an incredibly deceptive practice, and I urge your complaint team to take this matter seriously.

To conclude, this is one of the most blatant cases of fraud I have ever witnessed from an online casino. A casino should not be allowed to retroactively apply rules and confiscate legitimate winnings. I request that this matter be thoroughly investigated and that my rightful winnings be restored.

Best regards,

Vetle C****

Dear vetlecarlsen07,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear vetlecarlsen07,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello.

As of now my winnings are being witheld by the site. They show no intenions of returining my rightfull winnings.

Dear vetlecarlsen07,

Can you please clarify how much was your balance when you finished the wagering requirement?

Would it be possible to forward your full betting history to [email protected] for further review?

Awaiting your response.

Regards,

Nick

Hello,

My balance was 164,510 NOK after i finished wagering.

Betinferno has entirely removed my account from their systems, as I am no longer able to log in. Therefore, unfortunately, I am unable to provide what you are requesting. Please review the attached screenshots for validation.

Dear vetlecarlsen07,

Following our review of the casino, we have confirmed that the bonus rule regarding the maximum withdrawal limit of 5x from the bonus amount has been present on the website for quite some time. Our latest records show that this rule was already in place as early as December—you can verify this in our casino review, where the bonus conditions are clearly outlined - https://casino.guru/bet-inferno-casino-review#tab=js-tab-bonuses

Unfortunately, since your balance was adjusted immediately after your withdrawal, there is little we can do to contest the casino’s decision. Ideally, once the wagering is completed, the correct amount should be transferred to the player's real money wallet, but this is not the case with most casinos.

However, the rule was visible to all players, and the casino acted in accordance with their stated terms.

If there is anything else we can assist you with, please let us know.

Regards,

Nick

Dear vetlecarlsen07,

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.