Betti Casino - Player's winnings are being confiscated.

so on august 6th i signed up to betti casino and then deposited 500 euros via mifnity method.

i wanted to opt-in for the first welcome bonus of 150% up to 750$. the bonus didnt appear so i asked live chat if they can manually give me that same welcome bonus i saw.

they gave me that same bonus and i read all the terms and conditions of that bonus.

it has a 5000 euro max withdrawal amount.

i played a slot called flirting scholar and fully wagered the deposit and bonus with 5 euro bets , i finished wagering and had a balance of 4700 euros.

then out of nowhere , the balance changes to 383 euro.

i ask live chat support about it and they said that because they manually added the bonus themselves, then the max win amount is 500 euros not 5000.

this is a CLEAR violation of their terms of the bonus. because on the terms which i screenshotted and saved. it says 5000 "UNLESS SAID OTHERWISE". i was not told otherwise whatsoever. only after i was done playing and wagering and won the 4700 euros.

i saved all the live chat communications and also all the terms and the bonus info itself. i even screen recorded how the terms of the bonus shows its 5000 max win.

it cannot make sense that the max win is the same as my deposit. if that was the case there would be no point in depositing.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betti Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you were credited with the bonus that appears on the website as the 'welcome offer'?
• Could you please share with me your communication with the casino where they justify their decision to apply a different maximum cashout limit? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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yes exactly. i will send you all the communications via email .

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you bournivalxx179 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betti Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter