Betandplay Casino - Player’s winnings are confiscated due to bonus misclassification.

Dear Casino Guru team,

I would like to report a serious issue with BetAndPlay Casino, operated by Dama N.V. (License OGL/2023/174/0082). This concerns a bonus offer tied to a deposit that was misclassified in the system and resulted in the removal of my entire winnings balance — despite fulfilling all bonus conditions.

Facts:

On August 20, 2025, I claimed the BNPWELCOME bonus, which included:

A 200% deposit bonus

600 Free Spins

I deposited 284.54 NOK to activate the bonus (this was not a no-deposit offer).

After completing the 50x wagering requirement, my balance was approximately 47,000 NOK.

Immediately upon finishing wagering, the balance dropped to 800 NOK, without warning or explanation. My autoplay feature then lowered it to 510 NOK before I noticed.

Support chat later claimed there was a 1,000 NOK max cashout cap on the free spins. However:

No such cap was shown before deposit

No cap was mentioned in the terms for deposit-based free spins

Casino’s Bonus Terms (published 24.12.2024):

Clause 1.5: Max withdrawal of 500/1000 NOK applies only to no-deposit bonuses and no-deposit free spins

Clauses 2.1, 2.2, and 2.12: For deposit-based free spins, only wagering and max bet rules apply — there is no max cashout rule stated

Evidence submitted:

A screen recording of the full pre-deposit flow (bonus popup → deposit modal) with no cap disclosed

A screen recording of the balance drop post-wagering

Screenshots of:

Bonus description

Wagering completion ("wager done" shown)

Chat transcript confirming the 600 spins were still "active" in their system (which suggests bonus misclassification)

Internal note summary stating the bonus was "voided like NDB" (no-deposit bonus)

Request:

I respectfully request that BetAndPlay Casino:

Restore the voided winnings (approx. 46,151 NOK net of the post-drop spins), or

Provide proof that:

The 600 free spins were classified correctly as deposit-based

The alleged 1000 NOK cashout cap was disclosed before deposit (e.g. a pre-deposit page or T&C snapshot)

I followed all terms. I made a deposit, played within the stated limits, and completed the required wagering. The subsequent voiding of winnings appears to be the result of a technical misconfiguration of the bonus or an undisclosed retroactive condition.

Thank you for reviewing this complaint. I have attached all necessary evidence and will provide more if required.

Sincerely,

André Rettedal

Attachments are proof and also at this url https://we.tl/t-sLWT6BZGM0(including screenshots from chat, video when playing and other transcripts.)

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms and Conditions, and this is what I found:

• 1.5. Deposit Bonuses – Unless otherwise specified, deposit bonuses carry a 45x wagering requirement. Maximum win and withdrawal are capped at 10x the bonus amount
• Free Spins – Unless otherwise stated, all winnings from free spins are credited as a bonus balance. This bonus carries a 30x wagering requirement. After wagering is completed, the maximum withdrawable win is limited to 3x the bonus amount credited from the free spins

Could you please send me a link to the bonus you activated and played with, along with its specific Terms, if there is any other limit regarding the maximum allowed win?

Has your balance been capped right after you finished wagering, or only after you submitted a withdrawal request?

Could you kindly request the casino to send you the entire gaming history in Excel format, starting from the moment you deposited money and activated the bonus, up to the moment your balance was capped, and then forward it to me? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear andrerettedal,

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.

Hi Veronika, I have just sent you an email with information and documentation as requested. I am sorry for the late reply, the notifications had fallen through in my inbox. Please let me know if you need anything else.

Thank you for your email.

Could you please clarify whether your winnings of 47,000 NOK were accumulated by wagering only the free spin winnings? Did you lose your 200% match deposit bonus before you started playing with the free spins, and are your winnings therefore based solely on wagering the free spin winnings?

Could you also forward me the communication between you and the casino regarding the 11,000 NOK compensation?

Hi Veronika, thank you for your reply. I have sent you an additional email with requested info.

best,

Andre

Thank you very much, andrerettedal, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear andrerettedal,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betandplay Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betandplay Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello andrerettedal and Kubo,

Thank you for contributing to this thread so far.

We've had a look through the player's account and we are familiar with this issue. The player has shared this dispute with us prior to raising this complaint with you and has requested a settlement totaling 11,000 NOK to resolve this issue to which we amicably agreed and paid out the player.

We can provide further evidence to our communication where both parties agreed on this settlement, however at this point in time we consider this matter resolved from our end.

Thank you for your cooperation.

Dear Betandplay Casino,

Thank you for sharing this information.

Dear andrerettedal,

Could you please confirm that the agreement with the casino has been finalized and that your refund has been received?

Thank you for your cooperation.

Hi Kubo, hi BetAndPlay,

1) Confirmation & context.

On 21–22 Sep 2025 I sent a conditional proposal to accept 11,000 NOK total (3,000 already credited + 8,000 NOK within 48 hours, by 22 Sep 2025, 16:00 CEST) to close the case. The operator first offered 3,000 NOK "goodwill" and stated this was all I’d receive. In a desperate attempt to resolve the matter quickly (after a long time without a proper answer), I counter-suggested 11,000 NOK. In the same email where the counter proposal was made i set a deadline for 22. Sep to pay the 11,000 NOK and i would consider the matter closed. That deadline was not met, so their argument that this proposal by me was mutually accepted and fulfilled within it's terms is wrong on several accounts. Even if the deadline had been met (it wasn’t), it remains improper to pressure a player into accepting less than they legitimately won under the operator’s own posted terms.

The casino did not meet the deadline, clearly stated as terms for the offer in the same email as the offer was made. The funds were credited on 24 Sep 2025 (I can provide wallet/receipt timestamps; and email logs) and only after I filed this complaint. There was no acceptance email or settlement document—just a credit and, shortly after I withdrew it, an account ban across sister brands and no further communication.

On 23 Sep 2025 I sent a follow-up asking for an update on my previously stated settlement proposal and warning that, absent dialogue, I would proceed with formal filings by 26 Sep 2025, 16:00 CEST. That message did not change, reset, or supersede the original acceptance deadline of 22 Sep 2025, 16:00 CEST for treating the matter as fully settled. It simply notified the casino of next steps if there was no further engagement (complaint and reviews). There was no mention of a new deadline for treating the matter as fully closed in this email. The casino missed the 22 Sep deadline, did not respond or communicate and only credited funds on 24 Sep 2025, right after I filed the complaint and without any acceptance/settlement confirmation.

2) Acceptance & rights reserved

I acknowledge that in my email I offered to close the matter for 11,000 NOK if paid by the stated deadline in the same email as the offer was made. Because the operator did not overhold the terms clearly specified pertaining to this offer and without any confirmation of a full-and-final settlement, my offer had expired, and there was no signed release. I therefore confirm receipt of 11,000 NOK, but not as a "full & final" settlement. I reserve all rights and maintain my claim for the approximately (≈ 46,151 NOK, less the spins from ~1000 → ~510 immediately credited after the forced cap and 11,000 NOK already paid - final amount owed right now then equals 34,641 NOK.)

3) Why the dispute remains on the merits

The 600 Free Spins were deposit-based (BNPWELCOME).

The casino’s posted Bonus T&Cs in force (24.12.2024) apply the max-cashout in clause 1.5 to no-deposit bonuses/no-deposit FS only.

For deposit-related bonuses/FS, 2.1 / 2.2 / 2.12 impose wagering + max-bet rules; they do not state any max cashout.

There was no pre-deposit disclosure of a 1,000 NOK cap: clicking the 600 FS promo led straight to the login/deposit modal with the code pre-filled—no bonus-specific T&C page.

Evidence already provided:

Video of the pre-deposit flow (no cap screen),

Video of the hard drop immediately after "wager done",

Screen recording of terms on the day of the incident and credit cap(video)

Screen recording showing that the promo does not display terms when clicking it as stated by BetAndPlay representatives (video)

Internal-note reference that it was "voided like NDB."

Email logs between me and BetAndPlay

----

Part 1 of 2 of this message. The rest of this message will follow in my next message

4) Context of the 11,000 NOK number

The operator first offered 3,000 NOK "goodwill" and stated that was all I would get. After a long time without a proper answer, I made a good-faith, without-prejudice counter of 11,000 NOK to try to end this quickly. That was not an admission that a cap existed or applied. I gave a deadline of 22. Sep to credit the amount and i would consider the case closed, not file a complaint and not write bad reviews. They did not overhold that deadline; but then immediately after i filed a complaint with you they credited the 11,000 NOK, there was no follow up email and no notifications or settlement documents. Just a credit in the casino website cashier.

(1) it was not credited per my terms for accepting the offer as a full settlement (deadline), so to claim that this was my offer / proposal that was mutually accepted would be a void argument as that offer had clear and defined terms (deadline) that were not only not fulfilled; but there was no communication at all from them where a dialogue was upheld after i made the counter offer.

(2) A licensed operator should pay what is contractually earned, not rely on a customer’s pressure, confusion, or lack of leverage to reduce a legitimate balance. Crediting 11,000 NOK only after this complaint—while banning my accounts and stopping communication—is, at concerning and merits closer review.

All email logs confirming this has been sent to Veronika at Casino Guru at an earlier date. 

If any of the parties involved in this case would like to review any previously sent evidence, I will be happy to send it at request.

6) What I’m asking for now? 

I am asking Casino Guru to invite BetAndPlay to either:

-Refute my arguments by producing (a) the bonus/audit logs—explicitly naming the rule that triggered the void and the bonus classification used—and (b)verifiable, pre-deposit evidence for this specific deposit-based 600 FS offer (a timestamped page/screen/URL showing a cashout cap in the front-end or player dashboard). This cap does not appear in the published terms; I have already submitted a video screen recording of the terms as displayed on the incident date confirming its absence. In email, BetAndPlay claims the cap/terms were shown immediately after accepting the promo; however, my provided screen recording shows that accepting the promo only pre-fills the bonus code in the deposit modal and does not display any such terms.

or-

-Acknowledge the error and pay the remaining balance (≈ 46,151 NOK, less the spins from ~1000 → ~510 immediately credited after the forced cap and 11,000 NOK already paid - final amount owed right now then equals 34,641 NOK) due under your posted terms.

or -

-Publicly affirm your position: that you stand by the sequence of events—including pressuring me to accept a reduced settlement, failing to meet the acceptance condition (22 Sep 2025, 16:00 CEST deadline) yet paying later and unilaterally treating the matter as closed, and doing so without any pre-deposit disclosure or evidence of a cashout cap for deposit-based free spins—and formally confirm that you regard this as fair and acceptable customer treatment.

Thank you,

André *****

Hello Kubo and André,

Thank you for the follow-up and for the opportunity to clarify our position.

The player proposed an 11,000 NOK settlement on 20 September 2025, with a self-imposed 48-hour deadline for payment. While we always aim to resolve matters promptly, this timeframe was not operationally realistic for a regulated operator subject to AML controls and internal approvals. The funds were therefore processed and credited on 24 September 2025, which we consider a reasonable timeframe by any industry standard.

We also sent an email confirmation once the funds were credited, and the player withdrew the full settlement amount without any objection or indication that the offer was no longer valid. Based on this, we consider the settlement mutually completed and accepted in good faith.

We would also like to address the player’s claim of being pressured. At no point was the player pressured or misled into accepting any offer. Our communication was limited and professional, consisting only of:

• Informing the player of the applicable bonus terms and max cashout rule,
• Updating them that the issue was under internal review, and
• Communicating the final goodwill settlement offer.

Throughout this period, the player sent numerous follow-ups and near-daily duplicate emails, often reiterating the same points while our investigation was still in progress. Despite this, our team responded courteously and transparently at every stage.

On 23 September, after the expiry of the player’s own stated deadline, the player contacted us again to request an update and resolution. We responded promptly, accepted the proposal, credited the funds, and the player withdrew them shortly after.

In light of the above, we maintain that this matter was handled fairly, transparently, and resolved amicably, with the player’s withdrawal of the settlement funds constituting acceptance of the agreement.

We are happy to provide timestamped communication logs and transaction records privately to Casino Guru to substantiate all details mentioned.

I will go through your points one by one: 

"this timeframe was not operationally realistic for a regulated operator subject to AML controls and internal approvals."

- If the casino had problems with the deadline they should have communicated that and asked for an extension and i would have complied, but instead the casino completely ignored me. There was weeks without any answer from the casinos part before this. Only immediately (minutes to a few hours) after i filed the complaint did they credit me the 8,000 NOK. The casino had clearly and explicitly stated that they considered the matter done; completely ignoring and not responding to any argument i had for my case. So setting a tight and short deadline on my counter offer was a very clear, logical and reasonable decision considering how there was poor to no dialogue or communication from the casino other than an email from the casino stating the casino is considering the matter closed with no more comments or answer about my actual argumentation and questions.

"The player proposed an 11,000 NOK settlement on 20 September 2025, with a self-imposed 48-hour deadline for payment."

- As this was my proposal and my counter-offer it is both my responsibility and right to clearly state the terms of my proposal. If the casino had any problems with the terms, then the casino have to communicate this so that we can find a solution that works for everyone. The Casino did not communicate any protests or comments on the deadline; or anything else during that time window. 

"the player contacted us again to request an update and resolution."

-There was absolutely no communication from the casino after i made my counter offer until i filed the complaint. No emails and no updates. The very first word i heard from the casino since the counter-offer was after the deadline had passed by more than a day, and not until after i had filed my complaints here and to the license issuer.  I invite the casino to show any proof of communication before i filed my complaint or even before the deadline had passed.

"We responded promptly, accepted the proposal, credited the funds, and the player withdrew them shortly after."

-That offer had a deadline that was put in place to ensure smooth communication and the possibility for me to have any chance of escalating this case to the proper entities at a proper time, and the deadline was predominantly but explicitly stated in the proposal email. The casino had every chance possible to comment on it, come to a solution or have me move it, but they chose to stop all communication until right after i escalated the case.

"the player withdrew the full settlement amount without any objection or indication that the offer was no longer valid."

-Filing this official complaint and the one to the casinos license issuer constitutes objection and indication that the offer is no longer valid. In addition to the instance where i wrote it explicitly; including both a date and time of day (22 Sep 2025, 16:00 CEST) in the original email with the counter-proposal. I stated in that email that would be exactly when I would consider the offer no longer valid. This is the exact line i closed the email with:

If acceptable, please confirm and process the additional 8,000 NOK within the deadline. If not, kindly let me know within the same timeframe so I can proceed accordingly.

"At no point was the player pressured or misled into accepting any offer."

- The casino gave absolutely no room for me to counter or talk about it. the casino explicitly said that the casinos goodwill of 3000,- was final and the casino considered the matter closed; without having any form of dialogue, not even a single question was formed in the casinos email. Leaving a person with no options is the definition of pressuring an individual into something, so the casinos statement on this is simply not factual.

This is part 1 of 2 - The rest of this message will come in my next message

"Informing the player of the applicable bonus terms and max cashout rule," 

- The casino have still yet to say anything about where this can be found that i have not proven to be false through timestamped screen recordings. The casino has not answered or commented on any of the videos or documents i have sent. The casino have been sent screen recordings showing a real time, full screen laptop video of me scrolling through the terms on the casinos site at the date this happened.

The casino first said this was mentioned in the terms, then i provided video proof it wasn't in the official terms at that date but had been put in at a later date. Then the casino said it came up when i clicked to activate the promocode, i went on another computer and recorded myself clicking to activate the promo on another computer to see if the terms popped up as the casino said they would. They did not and it is documented on a timestamped video, full screen laptop recording. Would the casino please comment on this? 

"Our communication was limited and professional"

-Communication on the casinos part have been very limited, that is correct. They have not, and have still not actually answered or countered any of my arguments or evidence. I would request that Casino Guru invites the casino to actually answering the questions and arguments that are proposed from my side; as well as their comments on the documentation and timestamped video screen recordings put forth.

If the casino need to be sent any evidence, recordings or documentation from me again, i would be happy to do so. 

Dear Betandplay Casino,

Thank you for your clarification.

Dear andrerettedal,

I’m sorry to disappoint you, but this situation falls outside of what we can assist with. You proposed the refund amount yourself, and the casino accepted it. Setting a deadline that the casino could not reasonably meet is also beyond our scope to enforce. If you believe your rights were violated, you are of course free to pursue the matter legally, as we cannot make judgments about the validity of agreements made between you and the casino.

From our perspective, since the settlement terms were proposed by you and subsequently fulfilled by the casino, the matter is considered resolved. You stated that the casino did not give you an opportunity to counter, but the terms in question were the ones you initially put forward. In light of this, I must unfortunately reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo