Bet4Star Casino - Player's winnings have been confiscated.

Hello,

I claimed the Welcome Bonus under the following terms, as shown in the attached screenshot:

Conditions:

- Promo Code: WB

- Min. Deposit: €30

- Max Bet: €5

- Max Win: €10,000

- Wager: x35

Free Spins Games:

- Belatra – Blast the Bass

- Belatra – Cyber Gypsies

- Belatra – Big Wild Buffalo

The bonus terms clearly state that the maximum winnings are €10,000.

Before I completed the wagering requirement, my balance was €338.68. After successfully completing the wagering requirement, €188.86 was deducted from my balance, leaving me with only approximately €150.

I contacted the casino and asked them to explain the deduction. Their explanation was that their system had automatically applied a limitation and that they could not do anything about it.

However, an internal system limitation cannot override the bonus terms that were presented to me when I accepted the promotion. The published terms clearly state a maximum win of €10,000, and I have not been provided with any term that would justify limiting my winnings to €150.

The casino has effectively informed me that they will not honour the published promotional terms and will not return the deducted funds.

I consider this extremely serious and unfair. I respectfully request your assistance in investigating this matter and helping me recover the €188.86 that was deducted from my balance.

I can provide screenshots of the bonus terms, my balance, transaction history, and my communications with the casino as evidence.

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please attach a screenshot of your bonus history and the reduction of the winnings?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

There has been a lot of communication with the casino, so there are so many messages and other material that this page does not allow me to attach everything at once.

However, I can send you a few screenshots of the communication with the casino, which should help you better understand the situation. I will send you a total of 5 photos, named Photo 1–Photo 5. Photo 1 contains the first message and Photo 5 contains the last message, so it is best to read the photos in numerical order.

Please also note that some of the casino's answers are written in Finnish.

1

2

3

4

5

Bonus history screenshot

Bonus Terms and Conditions

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Hummos0,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Bet4Star Casino to join this conversation and assist in addressing the complaint.

Dear Bet4Star Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, Stefan

I would also like to point out why I believe this matter is particularly important in the context of Casino Guru's own stated purpose and methodology.

Casino Guru explains that its complaint resolution system exists to help players with unfair treatment by casinos, and that player complaints are a key factor in assessing how casinos treat their players. Casino Guru also states that the purpose of the Safety Index is to indicate how each casino treats its players and how likely legitimate winnings are to be paid without complications.

For this reason, I believe the issue should not be considered only from the perspective of my individual financial dispute.

The Safety Index is an important source of information for players when deciding whether they can trust a casino with their money. Casino Guru itself states that casinos with a Safety Index above 8 can be considered safe to play at, with the chance of legitimate winnings not being paid being very close to zero.

This makes the accuracy of the Safety Index particularly important.

If a casino is currently presented with a high Safety Index while, at the same time, it does not provide requested basic operator/company information and potentially does not cooperate with a player's complaint through Casino Guru's own complaint-resolution process, I believe this deserves a serious reassessment.

My concern is therefore that simply adding a "No Reaction" classification may not necessarily communicate the full seriousness of the situation to future players.

I respectfully ask Casino Guru to consider whether the measures applied in this situation would be sufficient to accurately reflect the risk to players, particularly if the casino ultimately fails to respond even after the additional 7-day period.

I am not asking for a stronger action merely as punishment for my individual dispute. I am asking Casino Guru to apply its own stated principles consistently and to ensure that the casino's Safety Index continues to provide players with an accurate indication of the level of safety, fairness, transparency and accountability they can reasonably expect.

If the casino does not respond within the remaining period, I therefore respectfully ask Casino Guru to consider whether stronger consequences than a simple "No Reaction" classification are appropriate under your methodology, including a substantial Safety Index reassessment, additional black points, stronger warnings, or blacklist consideration if the applicable criteria are met.

I believe this is important not only for my case, but for the protection of other players who may rely on Casino Guru's rating when deciding whether to deposit significant amounts of money with this casino.

Dear Hummos0,

Thank you for your detailed response and for sharing your concerns regarding the casino's Safety Index and how this complaint may affect it.

Unfortunately, despite our repeated attempts to contact the casino, we have not received the cooperation necessary to investigate and resolve the matter. Without a response from the casino, there is very little more we can achieve through our mediation process.

For this reason, I will now mark the complaint as "Unresolved" in our system due to the casino's lack of cooperation. Please be assured that unresolved complaints are taken into account when evaluating a casino on our website and may negatively affect its Safety Index. Any further consequences are applied in accordance with Casino Guru's established methodology and the circumstances of the case.

I understand your concern that players should be able to rely on the Safety Index when assessing whether a casino is trustworthy, and I appreciate you raising this point. The outcome of this complaint and the casino's failure to cooperate will remain part of its record on our website and may therefore serve as relevant information for other players considering this casino.

Since the casino operates without a valid license and does not refer players to an alternative dispute resolution service, unfortunately, we are also unable to direct you to a relevant gaming authority that could investigate the matter further.

I understand that closing the complaint as unresolved does not provide you with the resolution you were hoping for. However, if the casino decides to respond at a later stage, we can reopen the complaint and continue the investigation. You will be notified by email should this happen.

I am sorry that we were unable to achieve a satisfactory resolution on this occasion.

Best regards,

Stefan

Casino.Guru