Betrix Casino - Player’s withdrawal is canceled due to bonus terms.

ich brauche eure dringende Hilfe.

Meine Auszahlung bei Betrix Casino wurde storniert, weil ich angeblich gegen irgendwelche Terms verstoßen habe. Ich habe 50 € eingezahlt und einen 110 % Bonus angenommen. Damit habe ich ein bisschen gespielt, auf Sport gewettet und auch im Casino gespielt. Ich habe mein Guthaben auf 500 € hochgespielt.

Es waren noch etwa 50 € Bonus offen. Diesen habe ich storniert, weil ich den Bonus nicht weiter umsetzen wollte. Später habe ich 700 € zur Auszahlung beantragt.

Davor habe ich in den Tagen zuvor auch 500 € eingezahlt und verloren – da gab es natürlich keine Probleme. Aber als ich gestern 700 € auszahlen wollte, kam heute die Nachricht, dass die Auszahlung storniert wurde.

Könnt ihr mir bitte helfen? email von betrix folgt Dear Osman

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 971.6€ has been removed from your balance due to the breach of the following Terms & Conditions:

58.3.11 If a player decides to cancel an active Bonus, he can do so from his account. However, all bonus money, all winnings and any wagered amount resulting from his betting activity with the bonus will be forfeited for once and for all. Bonus bets calculates real money first and then bonus amount.

12.10 Website reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Website.

Kindly note that your last deposits of €50.00 is available on your account.

If you have any questions or require further clarification regarding our terms and policies, please do not hesitate to contact our dedicated support team.

Kind regards,

Customer Support Team

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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.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Was your balance displayed separately as real money and bonus money while the bonus was active, or was the entire balance shown as bonus funds?
• Did you receive any pop-up notification or warning when cancelling the bonus informing you that all winnings would be forfeited?
• Have you submitted any identity documents to the casino for verification?
• What types of games did you play while the bonus was active? Did you play only casino games, only sports betting, or both?

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