Betty Wins Casino - Player's winnings are confiscated.

Before I start let me tell you that I have screen shots of the entire convo with them. I have all the emails and the coupon that it involves. Basically I signed up and got the bonus $200. I used that and played until I had won over $600. All of a sudden I see a prompt show up and say I met the criteria for the coupon and my $600+ got turned into $50. I tried to withdraw but had to start the verification process , which I started. While waiting for that I decided to play with the $50 that was mine….. long story short I turned that into over $2100, and I got approved for the withdrawal. Once I started to go and do the withdrawal, a prompt showed by saying I can’t take the money and I contacted support and they stole the entire $2100 out of my account.

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Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Have you passed account verification?
• Could you please share with me your communication with the casino regarding the accusations made against you, or the justification for confiscating your winnings? 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

Yes I can log in, I got approved for the account verification and the entire convo was done through messages and the last bit of it through email.

I sent u screen shots of all of that and ur welcome to post them here as well

Dear GaryG,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello GaryG,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betty Wins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello GaryG

Hope that you are well.

After reviewing your account and gameplay history, we can confirm that a violation of the bonus terms occurred. Our records show that multiple bets were placed on games that were not eligible under the promotion you were using.

As a result, the bonus winnings were removed from your account in accordance with the promotional terms. An email was also sent to notify you of the bonus terms violation and the resulting balance adjustment.

We sincerely apologize for any inconvenience this may have caused. Please understand that these actions are taken in accordance with the promotion's terms and conditions.

If there is anything else we can assist you with, please do not hesitate to contact us.

Kind Regards,

Stacey Ellison 

BettyWins Casino

Dear Betty Wins Casino,

Thank you for the clarification. However, as per our Fair Gambling Codex, we do not believe that this confiscation is justified.

We firmly believe that access to any games restricted from use with a bonus should be prevented by the casino software. In this way, the possibility for a player to make a mistake is removed.

If for some reason the casino software does not allow for this restriction, the games should be set up in such a way that they do not contribute to the wagering requirements of the bonus, meaning that no benefit can be obtained by playing them.

If the restricted games are still accessible with the use of an active bonus, they should be set with a 0% wagering contribution as mentioned above. We do not consider it fair to confiscate winnings for playing a game that is available to be played.

Could you confirm for me that the player had played the restricted games after the bonus wagering itself was already completed?

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 GaryG,

Unfortunately, the casino has not responded toour further questions. 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 reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of Betty Wins Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.