BetBeast Casino - Player's winnings have been confiscated.

So I played with their third deposit bonus for sports (100% matched up to 15000 NOK), and then after reaching the wagering requirement i had around 45000-48000NOK in my account. Since the normal balance and bonus balance is separated during wagering, I can confirm that I did not lose any of my deposit during the wagering, I did actually increase it, but I do not remember by how much. When I tried to withdraw the money I was told that I had to wager my original deposit two extra times. I then played trough my entire balance, which at this point is real money after the wagering, and won some bets and ended up with 67895 NOK. I then proceeded to try to withdraw my money and was told that the maximum withdrawl request per day is 10000NOK which is fine. After withdrawing two times for a total of 20000NOK I was told that the third withdrawal was cancelled since the weekly limit was 25000 NOK, so I requested a withdrawal for 5000NOK which I got an waited a week to make a new withdrawal. After some days I got a new email saying that the maximum withdrawals for the month was capped at 50000NOK and since I had withdrew some money earlier in January I had reached the limit. At this point in time I had 42895 NOK left in the account. I then waited to a month had past since my fist withdrawal request in January. Then after 4 days I got an email saying "The maximum you can win form a deposit bonus is 50000 NOK and since my winnings surpass that my balance has been adjusted to reflect the maximum winnings". I then went into my account to see that my balance had been reduced from 42895 NOK to 5992 NOK. I addition to this at the time the bonus wagering took place the terms said that the max win was 10x the amount of the bonus and they have since changed the terms but after, not sure how long but the terms are different now. But that should not matter in this case since after wagering the bonus my balance was in the 45000-48000 NOK range if we take away my initial deposit we get 30000-33000 NOK, which is way below the 50000NOK mark they mentioned in the email. And it was after the bonus wagering was done that i played my balance up to 67895 NOK so that balance should not be the relevant part here. I therefore think it is wierd that my balance was reduced by so much. It does not reflect the 50000NOK max winnings they claim are the reason for the reduction. I have reached out to the via email, but I have not gotten a response in the last 24 hours. I hope this issue is solved, if not it is not worth it to play with bonuses in this casino if winnings are stripped away even though I played within the terms of the bonus rules. They have not answered my email in 4 working days. Prior to the issue they normally responded within 24 so that is strange as well.

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Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

1.7. The maximum win that can be withdrawn from any deposit bonus is 5000 EUR, 5000 USD, 5000 CAD, 5000 AUD, 5000 NZD, 25000 PLN, 25000 BRL, 50000 NOK, 50000 ZAR, 250000 RUB, 250000 INR, 500000 JPY or 5 times the value of the deposit amount or the bonus amount whichever is lower.

Could you please confirm if I understand correctly that you had previously withdrawn most of your winnings before the casino adjusted your balance to 5992 NOK?

If this is accurate, could you clarify the amount of your bonus winnings that you withdrew prior to the cap being implemented?

Thank you in advance for your reply.

Best regards,

Attila

So the total balance was 67985 NOK but this is not the amount of the bonus winnings. After wagering the bonus I had around 45000-48000 NOK in the account. Where 15000 NOK of that amount (or a little more since I won som bets with that balance ) was from my depoist, so the bonus winnings were around 30000 NOK so they never exceeded the 50000 NOK limit at all. After finishing the wager I played some more and increased my balance from around 45000-48000 NOK to the final 67985 NOK which I was left with when I made the first withdrawal request. I have since then been able to withdrawal 25000 NOK. So after withdrawing 25000 NOK it left me with a balance of 42985 NOK which then was reduced to 5992 NOK. So the bonus winnings did at no point exceed the 50000 NOK cap.

Thank you for your clarification. You indicated that a portion of your winnings came from your own deposit rather than the bonus. Could you please confirm whether this deposit was made after you completed the wagering requirements of the bonus?

Additionally, I would appreciate it if you could clarify whether your casino account balance was separated into real money and bonus money balances. Furthermore, when you continued playing, did the balance you used appear as "withdrawable" or "real money," or were your winnings still categorized under the bonus balance?

Thank you for your cooperation.

So the only deposit made during this period was the initial deposit of 15000NOK to get the 15000 NOK 100% matched bonus. The real balance and bonus balance was separated during the entire wager period, so I had control over the winnings I got using the real balance and the bonus balance. At the end of the wager the real balance was at around 15500-16000 NOK i believe. The converted bonus balance was around 30000 NOK. So again it never exceeded the max 50000NOK claim they have.

Dear Dagga, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Additionally, could you please attach a screenshot of your bonus history as well?

You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Well that is kind of hard to share my game history since the casino is not replying to my emails. But I can provide you with a screenshot of my bonus history. As you may see from the screenshot 39982,19 NOK was converted from the bonus. Again under the 50000 NOK they claim.

Dear Player,

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, Peter (peter.c@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 there,

Thank you Dagga for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetBeast Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hi Peter & Dagga,

It seems there was a mistake on our end when we capped your bonus winnings, and NOK 36,903.08 was removed in error. We sincerely apologize for this.

We have now reversed the funds on your balance, and your current total is NOK 42,895.48. Thank you for your detailed explanation and for your understanding, and sorry again for the inconvenience 🙏🏻

Regards,

Support Team| BetBeast

Thank you very much for the positive update BetBeast Casino representative.

Dear Dagga, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Ok, thank you so much for the help thus far. I will keep you updated in regards to the withdrawals

Dear Dagga,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru