Bets Amigo Casino - Player’s winnings have been confiscated.

I am filing this complaint against Betsamigo because they have confiscated my legitimate winnings of €2,800.02 and refuse to provide any explanation.

On June 12, I deposited €100 of raw cash (no bonus was taken or active). I played the slot Reactoonz and had a very lucky hit, winning €3,116.10 on a normal €2.00 bet. I then played down to an even €3,000.02 and requested a €1,000 withdrawal.

The casino asked for KYC documents. I sent my Driving License, which they successfully verified and approved. 

However, instead of paying my withdrawal, they confiscated €2,800.02, leaving only my €100 deposit. They sent a generic email listing virtually every possible T&C breach (bonus abuse, VPN, duplicate accounts, fraud). 

When I emailed them back with my full transaction log proving I used NO bonus and played completely fairly, their customer support simply replied with an automated template saying "our decision is final" and completely refused to state exactly what rule I broke. 

I won this money fairly with raw cash while in my home country. The only thing that changed was that I travelled to Italy for a holiday afterwards, and they seem to have used this IP change as a malicious excuse to steal my money. 

I have all transaction logs saved and have forwarded this case to the Malta Gaming Authority (MGA) as well. I expect Betsamigo to reinstate my funds immediately.

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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.

• What payment method did you use to deposit funds into your casino account?
• Have you made any successful withdrawals from this casino in the past?
• Apart from your driving licence, have you submitted any other documents to the casino as part of the verification process?
• Have you contacted the casino and explained that you were physically located in Italy and did not use any VPN or location-masking software?
• While you were on vacation in Italy, did you play any games or claim any bonuses at the casino?

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

Dear Veronika,

Thank you for taking my case. Here are the clear answers to your questions:

1. What payment method did you use to deposit funds? I deposited via instant bank transfer (Brite).

2. Have you made any successful withdrawals from this casino in the past? I am an old, returning customer who opened the account years ago. While I cannot check the history from that far back right now, I am fairly certain I have successfully withdrawn from this casino in the past.

3. Apart from your driving licence, have you submitted any other documents? When they first asked for verification now, I initially submitted a picture of my valid passport. They rejected it, stating it was not the exact same document I had uploaded when I originally created the account years ago. Because of this mismatch, I then provided my valid Driving Licence instead, which their verification department manually accepted and explicitly approved. I provided everything they asked for.

4. Have you contacted the casino and explained that you were physically located in Italy and did not use a VPN? Yes, absolutely. I sent a detailed email to their support and management explaining the exact timeline, and explicitly stated that my IP change was due to a normal holiday trip to Italy, and that I never used any VPN or location-masking software. Despite this, their customer support completely ignored my facts and just copy-pasted a template saying "our decision is final".

5. While you were on vacation in Italy, did you play any games or claim any bonuses at the casino? Yes. After my big win in Finland (and after my initial withdrawal request was put on hold for the KYC check), I travelled to Italy. While in Italy, I placed a single €100 sports bet with my raw cash balance. I did NOT claim or use any bonuses at any point (not in Finland, and not in Italy). All my gameplay was with 100% real cash.

Thank you for your help. The casino is trying to use my holiday travel as a loophole to confiscate my legitimate winnings, even though they already fully verified my identity. Let me know if you need any more screenshots.

Best regards, N. M.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the confiscation of your balance at veronika.f@casino.guru. Kindly include full email threads, not just screenshots. I appreciate your time and cooperation.

I sent those email to you! Thanks alot

Dear niilommm,

Thank you for your emails.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Bets Amigo Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.