The player from Germany had successfully fulfilled the wagering requirement for his winnings from free spins and expected a payout of €31.20 according to the bonus terms. However, he noticed discrepancies in the deductions made by the casino, with more being deducted than he believed was acceptable, and he had not received a response to his latest inquiry. The Complaints Team engaged with both the player and the casino, prompting the casino to acknowledge an incorrect deduction and credit the player €129.09 as compensation. Despite some disagreement over the final calculation, the player ultimately accepted the explanation and partial refund. The case was then closed as resolved, with the player expressing gratitude for the assistance provided by the Complaints Team.
Betandplay Casino - Player’s withdrawal has been delayed due to deduction issues.
Case closed
Amount: €129
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Translation
Good day,
Perhaps you can help me?
I received free spins via a deposit. After the free spins ended, I had a profit of €10.40. To unlock the winnings, I had to wager €260. I then fulfilled this wagering requirement. According to the bonus terms and conditions, the maximum payout for this "free spin bonus" is 3x the winnings, i.e., €31.20. So far, so good. I have attached the email correspondence with the casino. I received no reply to my last email. Although the first email from Ms. Smith mentioned a deduction of €231, €290.56 was subsequently deducted. In my opinion, only €122.21 should have been deducted.
Thanks and regards
[Redacted]
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Dear Hamsterbacke,
Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Betandplay Casino. Please allow me to ask you a few questions so I can better understand the situation.
Could you please clarify whether the free spins were activated through a real money deposit or if they were part of a no deposit bonus?
Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?
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
TranslationGood day,
By making a deposit, I was allowed to spin the so-called "wheel of fortune". I received 20 free spins.
The free spins generated a profit of €10.40. A turnover of €260.00 was required for withdrawal. After fulfilling the turnover requirement, all remaining balance was declared as real money.
Previously, there was a division into real money and bonus balances. I believe I continued playing after fulfilling the wagering requirements. Due to the withdrawal, the current account balance is €0.00.
Thanks and regards
Hamster cheek
Dear Hamsterbacke, could you please clarify how much was your balance after finishing the wagering of the bonus? Additionally, how much did the casino deduct from your winnings?
Thank you in advance for your reply.
TranslationGood day,
After fulfilling the bonus wagering requirements, my account balance was €521.76 . This amount was
I then requested a withdrawal. Unfortunately, the withdrawal was canceled. After that, I deposited €30 three times and lost €1.82. The account balance was then €609.94. €319.38 was paid out. Therefore, €290.56 was deducted by the casino.
greeting
Hamster cheek
Dear Player, based on the information you provided, the original winnings from your free spins amounted to €10.40, with a maximum payout of 3x the winnings, totaling €31.20. After completing the wagering requirements for the bonus, your balance reflected €521.76, which, according to the casino's policy, should have been capped at €31.20. Consequently, the deduction appears justified. However, if there is any aspect I may have overlooked or if you have any further details to share, please do not hesitate to let me know. Otherwise, we regret to inform you that we must reject the complaint.
Thank you for your understanding.
TranslationHello,
Unfortunately, this does not solve the problem!
This is not about whether a deduction is due or not!
That one was necessary is beyond question. The real issue is the amount of the deduction!
Since you apparently have not received any feedback from betandplay Casino regarding your complaint,
You shouldn't waste any more time and effort on my case!
The casino's behavior is regrettable!
Thanks and regards
Hamster cheek
Dear Player,
Thank you very much for your response. To proceed with your complaint, could you please provide us with your reasons for finding the amount of the deduction excessive?
I truly understand your frustration. To assist you effectively, we need to assess the situation thoroughly.
Thank you for your understanding.
TranslationGood day,
My account balance was €338.35. With a further deposit of €30.00, I received free spins. My account balance then rose to €368.35. After the free spins ended, I had made a profit of €10.40. After fulfilling the wagering requirements (€260.00) for the winnings from the free spins (€10.40), my account balance was €521.76. Regardless of any subsequent deposits, according to the terms and conditions (maximum withdrawable amount from free spins = 3x winnings, which corresponds to 3x €10.40 = €31.20),
A deduction of EUR 122.21 should have been made. Instead, EUR 290.56 was later deducted.
Thanks and regards
Hamster cheek
Dear Player,
I would appreciate it if you could provide clarification on how you arrived at the total of EUR 122.21.
Thank you for your cooperation.
TranslationHello,
Starting with €368.35, the account balance after the free spins ended was €378.75 (+€10.40 winnings). The €10.40 winnings then had to be wagered 25 times (€260.00) to meet the wagering requirements. After fulfilling the wagering requirements, the account balance was €521.76, representing a profit of
521.76 - 368.35 = 153.41 EUR. According to the terms and conditions, only 3 x 10.40 = 31.40 EUR can be paid out from the winnings of the free spins, i.e., 153.41 - 122.21 = 31.40 EUR. Therefore, 122.21 EUR should have been deducted to comply with the terms and conditions.
Regards
Hamster cheek
Dear Player, thank you for clarifying. Could you kindly confirm if your casino account balance was separated into real money and bonus money balances? If so, may I ask how much was your bonus balance and how much your real money balance at the time you completed the wagering process? Thank you for your cooperation.
TranslationHello,
After fulfilling the wagering requirements, only real money balances were available. According to the account balance, the real money balance was €521.76. This amount was also requested for withdrawal. Unfortunately, the withdrawal was cancelled. The reason given was as follows:
"Hello Harald,
We hope you are well.
The Silver reward 1 result bonus you used is subject to a maximum withdrawal limit of €31. Winnings exceeding this amount are not withdrawable and have been cancelled. Your permitted winnings are available for withdrawal.
Please deduct the amount of EUR 231 from your next payment.
If you have any questions, feel free to contact us.
Betandplay Support
Nothing seems to fit together!
Thanks and regards
Hamster cheek
Dear Hamsterbacke,
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, Michal (michal.k@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
Hello Hamsterbacke,
My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.
We would like to invite Betandplay Casino to join the conversation.
Dear Betandplay Casino,
I am writing to request clarification regarding the reasons behind the request that the player should deduct the amount of EUR 231 from their next payment.
Could you please explain the reasoning behind this request, including the sequence of events before the winnings and how this amount was calculated?
If there are any relevant details or circumstances regarding this matter that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.
Thank you in advance.
TranslationThanks!
I'm curious to see if the casino responds.
greeting
Hamster cheek
TranslationHello everyone, thank you for your contributions so far in this thread. We have reviewed the account and would like to apologize for the incorrect debit. This is in no way the level of service we want to offer our customers.
The correct payout amount should have been €360.29. This consists of the account balance before the deposit + free spins (€329.09) plus the winnings from the free spins bonus. After fulfilling the wagering requirements, the maximum payout limit for the free spins winnings was, as you also mentioned, €31.20.
This results in a total payout of €360.29. Since your account balance at that time was €521.76, the statement should have been €161.47, not €290.56.
We have therefore credited your account with the missing amount of €129.09.
We apologize again for any inconvenience caused, Hamsterbacke.
TranslationDear Sir from Casino betandplay,
Thank you very much for your reply and the money transferred! However, I believe the calculation is incorrect.
is still incorrect. According to my calculations, the situation is as follows:
Account balance as of January 26, 2026: EUR 278.35
Deposit 2 x 30.00 EUR: 60.00 EUR
338.35 EUR
Deposit 1x 30.00 EUR: 30.00 EUR
Account balance as of February 1, 2026: EUR 368.35
Winnings from free spins: EUR 153.41
(According to their terms and conditions, a reduction to 3 x 10.40 EUR = 31.20 EUR should have been made; unfortunately, the difference of 122.21 EUR was not automatically debited.)
Account balance as of February 1, 2026: EUR 521.76
Same-day payout: EUR 521.76
Account balance as of February 1, 2026: EUR 0.00
Account balance as of February 2, 2026: EUR 0.00
Deposit 3 x 30.00 EUR: 90.00 EUR
Loss: -1.82 EUR
Account balance at the end of the match day: EUR 88.18
Account balance as of February 3, 2026: EUR 88.18
Cancellation of payout: EUR 521.76
Total account balance: EUR 609.94
Deduction according to bonus profit correction: -122.21 EUR
My expected account balance: EUR 487.73
Actual account balance: EUR 319.38
Payment on 07.02.2026: EUR 319.38
Account balance as of February 7, 2026: EUR 0.00
Account balance as of April 7, 2026: EUR 129.09
Total payout amount: EUR 319.38 + EUR 129.09 = EUR 448.47
As a result, there is still a difference of EUR 39.26 in my favor.
I request a review of the calculation.
Thanks and regards
Hamster cheek
TranslationHello, thank you very much for your feedback.
I understand why the situation seems unclear to you, and I'd like to explain the process transparently. According to our records, the screenshot below shows your balance before the €30 deposit. The free spins were generated after this deposit, and the first spin took place subsequently.
You continued playing until you had fully met the bonus requirements and your balance reached €521.76. You then requested a withdrawal. At that time (February 2, 2026 at 10:18:56 PM), the incorrect amount was removed from your account.
We will refund you exactly this amount. It is also important to note that all activities after this point in time must not have affected your winnings.
I hope this explanation helps you. If you have any further questions, please let me know; I'm happy to assist you.
Thank you for your response and for providing an explanation regarding the course of events, Betandplay Casino.
Dear Hamsterbacke,
I hope this message finds you well. Could you please let me know if the matter has been sufficiently clarified for you now?
TranslationHello,
The matter is not yet fully resolved!
I don't know if I'm expressing myself so unclearly, or if I'm deliberately not being understood because a translation program is being used?
As stated, the final amount after fulfilling the sales requirements was €521.76. At that time (February 2, 2026 at 10:18:56 PM), the incorrect amount was removed from your account. The statement "We are currently refunding you exactly this amount" is nonsense!
The correct payout amount would be: 521.76 EUR - 122.21 EUR = 399.55 EUR
(According to their terms and conditions, a reduction to 3 x 10.40 EUR = 31.20 EUR should have been made; unfortunately, the difference of 122.21 EUR was not automatically debited.)
After that, another €90.00 (3 x €30.00) was deposited. This amount must be taken into account when withdrawing the funds!
Account balance at start: EUR 368.35
Winnings from free spins: EUR 153.41
Total: EUR 521.76
Deposit (3 x 30 EUR) 90.00 EUR
Loss: -1.82 EUR
Total: EUR 609.94
Correction bonus winnings: -122.21 EUR
Payout: EUR 319.38
Subsequent credit note: EUR 129.09
Remaining balance in account: EUR 39.26
The remaining balance of EUR 39.26 has not yet been credited!
Please double-check the calculation yourself, but I believe the calculation should be correct.
Best regards
Hamster cheek
Dear Betandplay Casino,
We would appreciate it if you could review the player’s latest response and confirm whether the calculations provided are accurate, or clarify if a different method was used on your side.
We look forward to your timely feedback.
TranslationHello everyone,
Thank you for your patience.
Unfortunately, this calculation is incorrect. The amount you mentioned, EUR 122.21, is wrong. As explained previously, the correct deduction should have been EUR 161.47.
For a better overview, we will explain the process again step by step:
Before depositing 30 EUR and receiving the bonus, your account balance was 329.09 EUR.
Your balance was then updated to €368.99, as shown in the screenshot. This balance existed after the deposit and the crediting of the free spins.
You continued playing and increased your balance to €521.76. At that point, the wrong amount was deducted from your account.
In this case, a clear distinction must be made between the existing real money balance and the winnings from the deposit and bonus:
- 329.09 EUR was your existing real money balance before deposit and bonus.
- The remaining amount up to EUR 521.76, i.e. EUR 192.67, consisted of winnings from the deposit and the bonus.
Of these 192.67 EUR, only 31.20 EUR should have remained. The corresponding difference is precisely the amount we are currently compensating.
It is also important to note that any activity after this point in time will not affect this result, as it is not related to the amount that was incorrectly deducted.
We have presented the facts fully and transparently, and we have nothing further to add.
We would therefore ask Casino Guru to review the case based on the available information and, if possible, to reach a final assessment.
Best regards
Dear Betandplay Casino,
Thank you for providing additional clarification regarding the calculations on your end and for specifying which amount was returned to the player and the reasons behind it.
Dear Hamsterbacke,
I hope the explanation provided by the casino team regarding the specific amount returned to you and the rationale behind it is clear now.
While you may not completely agree with the "final" outcome, I must emphasize that any actions taken after the point at which the incorrect deduction occurred do not influence this outcome, as they are unrelated to the amount that was mistakenly taken. In simpler terms, if you incurred losses during standard fair gameplay, those cannot be reclaimed. Only the amount that was wrongly deducted can be recovered.
With that said, it seems the casino has refunded you the correct amount to which you were entitled.
Please let me know if the matter has been clarified or if you need assistance with anything else.
TranslationHello,
Excellent explanation from the casino!
Now I finally understand the reasoning behind the deduction, although I would like to add something.
- 329.09 Real money balance
- A deposit of €30.00, but is that real money credit or bonus money?
(Account display showed: available 359.09 EUR and blocked by bonus 0.00 EUR)
- Total real money balance: EUR 359.09
- 20 free spins
- Winnings from 20 free spins: €10.40
(Account display showed: available 359.09 EUR and 10.40 EUR blocked by bonus)
- Turnover of €260.00, wagering requirement for winnings from free spins fulfilled.
- Account balance (real money balance): EUR 521.76
(Account display showed: available 521.76 EUR and blocked by bonus 0.00 EUR)
Why does the prize include the real money deposit of €30.00?
greeting
Hamster cheek
Dear Betandplay Casino,
Could you please provide a response to the player?
TranslationHello, the maximum withdrawal amount is limited to three times the bonus amount credited through the free spins. This refers to the total withdrawal amount generated while using these free spins/the bonus (including any real money portions). I hope this answers your question.
TranslationHello,
This doesn't answer the question, but I'm tired of discussing this further. I've made myself clear, and the terms and conditions don't say anything different.
I will generously forgo the remaining money and sincerely thank Casino Guru, without whose help I would not have received a partial refund!
The customer service at betandplay casino still needs improvement. It's unacceptable that players are left to fend for themselves in disputes and that email responses are inadequate. Improvement is absolutely necessary here, as trust is crucial in this industry.
It shouldn't be the case that you only get back into the conversation via Casino Guru.
The case can now be closed.
greeting
Hamster cheek
Dear Betandplay Casino,
Thank you for your cooperation in clarifying the matter.
Dear Hamsterbacke,
Thank you for your confirmation. I agree that the casino team could have communicated this clarification more clearly at an earlier stage to you; however, I’m pleased that we were able to help bring the matter to a proper resolution.
As the matter now appears to be sufficiently clarified, I will proceed with closing the case as resolved.
I would like to thank both parties for their cooperation.
If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
