The player from Austria deposited 100€ and received bonuses, but after making a winning bet and meeting the playthrough requirement, his cashout requests of 300€ were declined for allegedly violating bonus terms despite believing he adhered to the rules.
BetiBet Casino - Player's withdrawal is delayed due to bonus terms violation.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 19m 19s
BetiBet Casino
Safety Index:Very highCase summary
Discussion
Public
Public
20 hours ago
I deposited 100€ and got the following Bonus:
3 x 100 free spins deposit Bonus
100€ Casino Bonus
I used the 100€ for 4 25€ bets in sports betting, one of which I won for 150€.
The casino Bonus I played 30-40 times its value to finally receive 150€.
I tried cashing out 300€ in two transactions of 150€ each. Both got declined for violating a bonus term, which is not making sense at this point:
Please note that the maximum allowed bet while an active bonus is present on the account is 5 EUR (or the equivalent amount in another currency).
Public
Public
1 hour 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.
Public
Public
1 hour ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Am I correct in understanding that you activated the Welcome Casino Bonus rather than a sports betting bonus?
- When you made your deposit and activated the bonus, were you able to see your balance divided into real money and bonus funds, or was the entire balance displayed as a single amount?
- Did you use your 100€ deposit exclusively for sports betting? Were you able to do so without any restrictions despite having an active casino bonus?
- Were your wagering requirements affected or changed in any way when you placed sports bets, or did the bonus remain unaffected by these actions?
- Could you please specify the bet amounts you placed while playing casino games with your welcome bonus?
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
