The player from Germany is frustrated as his winnings are continually capped and reduced by the casino, despite initially wagering all of his funds. After depositing with a bonus, he finds that his balance is limited to €75 due to the terms, leading to multiple reductions which he believes constitutes fraud.
Betrix Casino - Player's winnings are being reduced.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 33m 59s
Betrix Casino
Safety Index:Very lowCase summary
Discussion
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3 weeks ago
Translation
Hello, I deposited there with a bonus and wagered it all, then my amount was capped at €75 from approximately €270 to €75 because, according to the terms and conditions, only 3x the deposit amount is possible. Then I played with the €75 up to €200 and another €125 was deleted, reducing it back to €75.
I wrote to support that the amount had already been deleted once, and now it's being deleted a second time... This is fraud... unfortunately, I didn't read the online reviews beforehand... this is cheating the player... I'm speechless at what casinos can get away with these days without being held accountable...
Automatic translation:
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3 weeks 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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3 weeks ago
Dear FlashFX,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betrix Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What was the exact bonus offer you received when you made your deposit?
- Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
- Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
- Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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2 weeks ago
Dear FlashFX
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 M. ([email protected]). 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,
Petra
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2 weeks ago
Dear FlashFX,
I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Betrix Casino to join this conversation.
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1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
