Betrix Casino - Player's winnings were capped twice.

Hallo, ich hab dort eingezahlt mit einem bonus und diesen fertig gewagert, dann wurde mein Betrag auf 75€ gekappt von ca 270€ auf 75€ da laut agb nur 3x Einzahlungsbetrag möglich ist, dann habe ich mich mit den 75€ auf 200€ hochgespielt und mir wurden erneut 125€ gelöscht auf wieder 75€.

Ich hab dem Support geschrieben das der Betrag schon einmal gelöscht wurde und jetzt wird mir der Betrag zum zweiten mal gelöscht... Das ist dich Betrug... leider hab ich vorher nicht die Bewertungen gelesen im Internet.. das ist doch Betrug am Spieler... bin Fassungslos was sich die Casinos mittlerweile alles herausnehmen können ohne dafür belangt zu werden..

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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

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. (peter.m@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,

Petra

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.

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.

Dear all,

We would like to inform you that the user FlashFX received the 200% Casino Reload Bonus on 11/10 following a deposit of €25.

As stated in our Terms:

58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to x3 times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to x6 times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to x8 times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to x10 times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to x12 times the initial deposit amount. Any winnings above that limits will be forfeited.

Based on these terms, the player’s maximum winnings should be €75, therefore the excess amount of €125.04 was forfeited. However, we understand the player’s frustration, and as a gesture of goodwill, we have reversed the forfeited amount and credited it back to his account.

Thank you for your understanding.

Best regards,

Betrix Casino Team

Das Casino hat laut agb die 200€ abgezogen, soweit bin ich damit konform, aber die 125€ waren nicht teil der agb, von daher sehe ich das jetzt nicht als "Kulanz" an aber trotzdem Danke.

Und danke an Casinoguru das ihr euch darum gekümmert habt 🫱🏼‍🫲🏻

Betrix Casino Team,

Thank you for the quick resolution of the issue. I would like to clarify our position regarding the application of the max win cap, though. The max win limit should be applied only once, at the moment the bonus wagering requirements are completed and the bonus balance is converted. Once the capped amount is credited to the player’s balance, those funds must be treated as real money. From that point onward, any further gameplay is conducted with real funds, not bonus funds. Therefore, winnings generated after the bonus has already been completed and capped should not be subject to the bonus max win limit again.

Dear FlashFX,

We’re glad to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter