The player from Austria accused the casino of fraud after her winnings disappeared following the completion of wagering requirements for a bonus, which she claimed was misrepresented in the terms and conditions. She had deposited €50 to receive a €250 bonus, but only had €100 remaining in her account. The Complaints Team reached out to the casino multiple times for a response but received no cooperation. Consequently, the complaint was marked as "unresolved," and the player was advised to contact the Curacao Gaming Control Board for further assistance.
Betting on a win Casino - Player claims casino is a scam.
Unresolved
Our verdict
No reaction
Black points: 464
Amount: €2,100
Betting on a win Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
Good day,
This casino is a scam. I only deposited because I was interested in this 500 percent bonus and because your site here at Casino Guru states that there is no withdrawal limit for this bonus.
I deposited 50 euros and received a 250 euro bonus, so in total it was 300 euros that I wagered 40 times, making a total of 12,000 euros.
Once this bonus was wagered, all my winnings disappeared at once, and only €100 remained in my real money account. However, this isn't stated anywhere in the terms and conditions. It only states that winnings from the free spins are capped at €100.
The live chat is offline all day anyway.
So you're just being cheated here.
Since the terms and conditions do not state anywhere that there is a limit on winnings from deposit bonuses, this is fraud.
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4 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betting on a win Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you achieved any winnings from the associated free spins? Have you achieved winnings in the casino while playing with the 500% bonus contribution?
- Could you please share a screenshot of your balance before the money was removed, or any other alternative proof that you achieved the winnings, or that the winnings were removed?
- Have you contacted casino support and asked for an explanation for the confiscation of your winnings?
- Could you please share with me your communication with the casino regarding the issue? 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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4 months ago
TranslationHello, I only played with the 500% bonus; I didn't touch the free spins.
This casino's live chat is never available or online. I left you a message, but I haven't received a response.
Alternatively, I will write another email.
I am happy to send you all the evidence I have:
In the first picture you can see that my balance was 2191.7 euros and seconds later it was only 95 euros.
And nowhere in the bonus terms and conditions does it state that winnings from the 500% bonus are limited to €100. It only mentions the free spins.
There is also nothing on your site about a profit limit.
Thank you
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4 months ago
Hello,
Your terms and conditions do not state anywhere that winnings from the welcome bonus are limited to EUR 100; they only mention free spins. My winnings from the bonus money were reduced to EUR 100, contrary to your terms and conditions. I would like an explanation, as no winnings limit is specified in your terms and conditions and your action is therefore unlawful. Kind regards
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4 months ago
TranslationThis casino does not respond to messages, and live chat is offline all day.
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4 months ago
TranslationI still haven't received any response from the casino, and the live chat is never available.
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4 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.
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4 months ago
Dear San1203,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Betting on a win Casino to join this conversation and assist in addressing the complaint.
Dear Betting on a win Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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4 months ago
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.
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4 months ago
TranslationI haven't received a response to my messages yet, and the live chat is still never online.
I can only strongly advise everyone not to play in this casino.
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4 months ago
TranslationCould you please tell me what further steps I could take here? Unfortunately, your intervention hasn't helped and the casino isn't responding.
Thank you
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4 months ago
Dear San1203,
I have reached out to the casino representative outside of the complaint thread once again in the hope that they will respond here. I will also extend the timer by an additional seven days.
Your patience and understanding are greatly appreciated.
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4 months ago
TranslationThank you so much for your help.
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3 months ago
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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Control Board (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Stefan
Casino.Guru
