The player from Germany contested the cancellation of his withdrawal from BetBeast, claiming that his winnings of €196 should not have been limited to €60 based on an incorrect classification of a deposit bonus as a no-deposit bonus. He requested an independent review of his case, as well as a clear breakdown of the casino's decision and the full payout of his winnings. The complaint was closed at the player's explicit request after he assumed the casino would not make further payouts. We respected his decision and offered continued support should he seek assistance in the future.
BetBeast Casino - Player faces reduced payout and seeks clarity.
Closed
Our verdict
Other
Amount: €196
BetBeast Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Reason for complaint: Unlawful limitation of my winnings based on an incorrect bonus type.
Dear Casino Guru Team,
I would like to file a complaint against BetBeast, as in my opinion my winnings have been unfairly reduced.
🔎 Facts:
I used the "Sports Second Welcome Bonus – 100% up to $1,000" after making a deposit. I then placed only sports bets and fulfilled the corresponding bonus conditions.
I was able to make a profit of €196 and have requested a payout.
❗ Problem:
My withdrawal was cancelled by the casino, and instead only €60 was credited back to my account.
The casino justifies this by stating that my winnings fall under the conditions of a no-deposit bonus and are therefore limited to €20.
⚠️ Why I think this is wrong:
I used a deposit bonus (Sports Welcome Bonus), not a no-deposit bonus.
According to the bonus terms and conditions, the €20 limit applies exclusively to no-deposit offers.
Significantly higher withdrawal limits apply to deposit bonuses (up to €5000 or a multiple of the deposit).
I only placed sports bets, in accordance with the bonus.
The casino did not provide me with a clear and comprehensible explanation as to why my winnings are being treated as a no-deposit win.
❓ Unclear points:
Why was my bonus classified as a no-deposit bonus?
Which specific rule did I allegedly break?
How exactly is the amount of €60 composed?
Which bonus was actually active at the time of the win?
📌 My demand:
I request:
an independent review of my case
a clear breakdown by the casino
and the payout of my full winnings, provided no rule violation can be proven.
I am prepared to provide all necessary evidence (game history, bonus details, communication with support).
Thank you for your support.
Best regards
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1 month ago
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.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- Could you please confirm if I understand correctly that your winnings were capped only once, at the time you requested a withdrawal?
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
Attila
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1 month ago
TranslationHello Attila,
Thank you very much for your feedback and your support.
I will gladly answer your questions:
Bonus:
I have activated the "Sports Second Welcome Bonus – 100% up to $1,000".
(I've attached a screenshot/link to this message.)
Limiting profits:
Yes, that's correct. My winnings were only limited at the time of payout.
I requested a payout of €196. This was cancelled, and instead I was credited with €60.
The casino claims I only reached €67.70 in sales.
However, I believe that I have fully met the required €500 turnover.
Furthermore, my winnings were subsequently classified as winnings from other bonus offers ("risk-free bets").
Despite repeated requests, the casino has not provided me with a detailed breakdown of my betting history or turnover calculation.
I am of course prepared to provide further evidence such as my betting history or additional screenshots.
I have the impression that there has been a mix-up on the part of the casino.
The casino claims that my winnings come from free bets / risk-free bets and are therefore limited.
However, this does not correspond to reality.
I have fully utilized the 100% deposit bonus (€500 turnover).
After fulfilling the wagering requirements, the bonus was correctly converted into real money, resulting in a profit of €196.
Therefore, I believe that my winnings do not come from free bets, but from the regularly fulfilled deposit bonus.
Additionally, the casino claims that I only achieved a turnover of €67.70, which in my view is also incorrect.
Thank you for your support.
Best regards
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1 month ago
TranslationCould you please help me? Or do you need any further information?
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1 month ago
Dear FCCJena,
Thank you for your reply. Could you please advise how much did you deposit to activate this promotion? Additionally, 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.
Thank you for your patience and cooperation.
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1 month ago
TranslationHello Attila,
Thank you for your message.
To activate this promotion, I deposited €50. Then I had to wager €500 or €550 with that amount. Which I eventually did. Unfortunately, I didn't save any screenshots of the live chat with the casino.
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1 month ago
Thank you for your reply. Could you please attach a receipt of the deposit you made to activate the bonus? Additionally, have you received any free spins with this bonus as well?
Thank you in advance for your response.
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3 weeks ago
TranslationHello Attila,
Thank you so much for your support and time so far.
After further consideration, I would like to ask you to close this case.
I now assume that the casino will not make any further payouts, and therefore I do not wish to pursue the matter any further.
Thank you again for your help and commitment in my case.
Best regards
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3 weeks ago
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.
If you change your mind or feel you need our support, we will be here to help.
