The player from Brazil filed a formal complaint against Bets.io for the wrongful confiscation of 3,505.47 USDT from his account after he had completed all wagering requirements. He argued that the platform accepted all his bets in real time without warnings, and he was only informed of the alleged violation after requesting withdrawals. The complaint was related to a maximum bet limit rule during bonus wagering, which the casino enforced according to industry standards. The player was asked to provide detailed betting history to verify his claim but failed to respond to multiple requests for this information. Consequently, the complaint was closed due to lack of cooperation from the player, with the option to reopen if he chose to resume communication.
Bets.io Casino - Player's winnings have been confiscated.
Player stopped responding
Amount: 3,505 USD₮
Bets.io Casino
Safety Index 3.2 Very lowCase summary
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Dear fabiosmuller,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. According to the casino's rules:
SECOND DEPOSIT BONUS
4. Limitation of the maximum bet while wagering is 2 USDT • 0.001 ETH • 0.00003 BTC • 0.02 SOL • 1.30 XRP • 0.03 LTC • 20 DOGE • 2 USDC • 6.5 TRX • 6.5 ADA • 0.00285 BNB • 0.0038 BCH • 2 ЕUR • 2 USD • 2 GBP • 3.0 AUD • 3.0 NZD • 3.0 CAD • 2 CHF • 25 NOK • 350 JPY • 45 ZAR • 200 INR • 15 BRL • 130 PHP • 45 MXN • 75 TRY, including bets doubling after a game round has been completed and bonus rounds purchased within the game.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history in a format where bet amounts can be reviewed (Excel, .csv). My email address is tomas@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Tomas
Dear fabiosmuller,
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.
I requested my betting history from the bets.io platform and they instructed me to retrieve it from the website. However, the website only shows the last 50 bets, and it's not possible to identify any bets with a value exceeding the maximum required by the bonus terms. Furthermore, I requested the complete history via email and received a reply stating that they cannot send me the complete history.
Thanks for your reply.
Could you please specify how much your bets were during the time you wagered the bonus, to your knowledge?
Please let me know.
Dear fabiosmuller,
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,
Tomas
Casino.Guru
