Betsio Casino - Player’s winnings are being confiscated.

Dear Casino Guru,

I just got a message from this casino that they will take away 741 euros out of my account because I had an advantage playing with their bonusses. This would literally make the total amount lower than the amount i put into my account. I put in 400 euros and played it up to 790. Lowering it by 741 would mean that I would not only lose my winnings but also my own money. This would be totally unacceptable.

Dear koeienknuffel,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betsio Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share the link for the bonus you played with or the promotional email with the bonus details?
• Have you completed the wagering requirements for the bonus?
• Did the casino provide any terms and conditions regarding the bonuses that you may have breached?  
• Is your casino account verified?  

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,

Natalia

Hello!

The link is :https://www.betsio.com/promotions.

If it doesn't show the correct promotion then it is the welcome bonus.

They say I breached "ANTI-FRAUD POLICY Section 4".

I completed the wagering requirement.

I think my account is verified.

And thank you for the help! They claim I used the promotion in my advantage and see this as fraud. They literally stole all my money, including my deposit. I think that is way worse.

Thank you very much for your reply, koeienknuffel. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello, i send you an email. If you rather want screenshots here i can also provide that

Thank you very much, koeienknuffel, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear koeienknuffel,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betsio Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betsio Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Kubo,

Thank you for taking up my case. One slight difference though. They did not only take my winnings but also my deposit. But anyway, thank you beforehand.

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 koeienknuffel,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo