BetiBet Casino - Player's withdrawal is delayed due to bonus terms violation.

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).

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.

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

Hi Veronika,

I activated the Casino Welcome Bonus.

The amount displayed was 100€ in Sports Betting.

It was 200€ in Casino.

I did use my initial 100€ exclusively in Sports Betting (4 x 25€) - without any restrictions. --> No Bonus used

It did not affect my Bonus.

In the Casino I mostly played 0.5-1€ spins (max).

Thank you!

Brg,

Lukas

Thank you for the clarification.

• Please forward the communication between you and the casino customer support regarding the confiscation of your winnings to veronika.f@casino.guru.
• Also, please contact the casino customer support via email and request your complete gaming history in Excel format, covering the period from the moment you activated the welcome bonus up to the moment your winnings were confiscated. Once you receive the file, kindly forward it to me as well.

I appreciate your cooperation.

Dear Netzomix,

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,
Veronika
Casino.Guru