The player from Germany encountered an issue where his balance had reset to €0 after an error while using a 250% bonus at the casino. Despite reaching out to customer service, he received no resolution. The Complaints Team had extended the response time by 7 days for the player to provide the necessary information, but ultimately closed the complaint due to a lack of response from him. As a result, no further investigation or potential solutions were available at that time.
BetHall Casino - Player's winnings are confiscated after a bonus error.
Closed
Our verdict
Player stopped responding
Amount: €300
BetHall Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
I played at the casino with a 250% bonus of €45. When I increased my balance to €300, my balance was reset to 0 after an error in the slot. Contacting them was useless; they just kept waiting while technicians worked on the problem. This isn't the first time at these ...bet casinos that the bonus balance was simply reset to 0. However, bassbet and kinbet, for example, restored the balance after contacting me via live chat.
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11 months ago
Dear dzn0965,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify which games you played?
- Do you happen to have a video recording or screenshots showing this incident?
- Have all these bets and their results been recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
Das ist die antwort auf meine forderung mein bonusguthaben wieder gutzuschreiben. Den bonus habe ich am 7.05.25 gegen 18uhr beansprucht und der soll an 7.05.25 gegen 21 uhr abgelaufen sein. Witz des Jahres!
We hope this message finds you well.
Thank you for your request. We would like to assure you that there was no technical issue in the situation you described.
The bonus you referred to was valid only for a limited time, and at the time of your request, its validity period had already expired.
Please follow our news and promotions - we regularly hold new bonus offers, and we are sure that the following opportunities will definitely interest you!
We are here to help with any questions or concerns you may have, so please don't hesitate to get in touch.
Have a nice rest of the day.
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11 months ago
TranslationThese ...bet casinos are pure fraud. At Kinbet and Bassbet, they canceled my bonus a few hours after activation, but reinstated it after contacting them via live chat. At Bethall, I was well on my way to converting the bonus into real money, which is why they're now refusing to credit my balance of almost €300.
I don't know how I can take legal action against these scammers. Please help, because these scammers can't continue like this, ripping people off. They're practically bombarded with their fake bonus offers, right here in the middle of Germany.
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11 months ago
TranslationNow I have sent the following @mail to the casino management.
At hand Casino Manager from Bethall
Hello, yesterday, May 7, 2025, around 6 p.m., I made a deposit at Bethall and activated the available 250% bonus. After playing for a few hours, my account balance was just under €300 in bonus money at around 10 p.m. that same evening. Suddenly, my account balance was at 0.
After contacting them, I was informed via email that the bonus had expired.
How can it be that a bonus that I claim expires only 4 hours after activation?
I hope for positive feedback and a refund of my balance.
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11 months ago
TranslationHere's the answer to my question. Please forward it to the manager. Do you understand this scam? A bonus activated 4 hours ago expires after 4 hours!
Dear Mr ...,
We hope this message reaches you safely.
We understand your confusion and frustration and welcome the opportunity to clarify the situation again.
The bonus was not manually canceled or removed. The bonus you activated had a limited validity period, as stated in the promotion's terms and conditions. After this period, any remaining bonus balance will automatically expire in accordance with our bonus policy.
We understand how disappointing it can be to lose bonus funds and strongly recommend that all players carefully review the details of each promotion, including duration and wagering requirements, to avoid similar situations in the future.
Unfortunately, we cannot reinstate expired bonuses, nor do we offer direct contact with our management team. All communication must be conducted through our support channel. We are happy to assist you with any further questions.
Thank you for your understanding. We hope to welcome you back to our events soon.
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11 months ago
TranslationNobody seems to care if players are affected
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11 months ago
TranslationNow, despite repeated requests, these sick scammers won't close my account!
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11 months ago
Thank you for your reply, dzn0965. Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the offer here in this thread. Also, please post a screenshot of your bonus history here.
Additionally, if there is any other relevant communication between you and the casino, forward it to kristina.s@casino.guru. Thank you in advance.
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11 months ago
TranslationIt seems to be common practice at these ..bet casinos to allow you to activate a bonus that's only valid for two days. If, like me, you deposit four hours before the offer expires and activate the bonus, you simply have four hours to wager it. This is dubious.
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11 months ago
I’m very sorry, but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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10 months ago
Dear dzn0965,
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.
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10 months ago
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,
Kristina
Casino.Guru
