The player from Germany had deposited funds at Betwards Casino and received a 150% bonus, which he wagered. After completing the requirements, his balance was canceled despite no mention of a maximum win limit. Customer support claimed there was a €213 limit based on free spins he had not used. We reviewed the case and found that the casino had failed to transparently communicate any maximum winnings or withdrawal limit associated with the bonus. Consequently, the casino was requested to reconsider the matter and facilitate full payment of the player's winnings. Following prolonged communication and mediation, the player's winnings exceeding €7,000 were restored to his account and subsequently paid out after resolving additional wagering requirements and payout delays. The complaint was then marked as resolved.
Betwarts Casino - Player faces a reduced balance after bonus wager.
Case closed
Amount: €7,000
Betwarts Casino
Safety Index 6.8 Fresh casinoCase summary
Translation
I deposited funds at Betwards Casino, and this isn't my first time depositing and withdrawing there. Today I received a 150% bonus, wagered it, and then on the last spin after completing the wagering requirements, my balance was canceled. The bonus itself didn't mention a maximum win limit, so I contacted customer support via chat to ask what was going on. They told me there was a maximum win of €213, calculated based on the free spins. However, I never used these free spins. They're still in my account but not activated. Please help me.
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Dear czemke458458,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Do I understand correctly that you currently have €213 in your casino account?
- Can you confirm that the bonus included 70 free spins, which you have not yet utilized?
- What amount did you deposit to activate the bonus?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
TranslationThat's right, my balance is €213.75. I deposited €95 with a 150% bonus.
I haven't activated the 70 free spins yet; they'll remain in my account for another 12 hours. I've already spoken with support, but they told me the bonus has a 1.5x wagering requirement. They said the general terms and conditions apply, but there's nothing about that in the terms and conditions. I've read everything. Some bonuses have a maximum cash out limit, but that wasn't the case with this bonus. It only says the general terms and conditions apply, and there's nothing in them about a bonus that only allows for a 1.5x wagering requirement. Why would anyone deposit then? You don't wager the bonus and deposit 35 times just to get 1.5 times the bonus amount. I'm not stupid. I've been playing casino games for ten years, and what they're doing is just a rip-off.
TranslationI've already contacted support, and they said they need to check. Apparently, no casino only pays out 1.5 times the bonus amount as winnings. That's the case with free spins, but not with bonus funds, as you can see. I sent them the photos; the free spins are still available in my account, along with another bonus that I haven't activated yet.
TranslationI deposited €95, received a 150% bonus, and wagered the deposit and bonus 30 times. Before making the final spin to fulfill the bonus requirements, I had a balance of over €7,000.01. After the final spin, once the wagering requirements were met, my account balance was €213.75. This is simply unbelievable. There's no bonus where you have to wager over €8,000 and then only get €95 back, except for free spins. This is simply a rip-off. I won, and now they won't pay me out.
TranslationI spoke with support again and asked if they could please send me an excerpt of the terms and conditions, as they were referring to them. However, I couldn't find anything relevant in the terms and conditions and asked them to please add my credit back. This is the reply they gave me. 
TranslationI received another email from support today.
TranslationAs you can see from the screenshots of the chat history, you're citing your terms and conditions. After I requested that they send me a copy, they didn't. I'm supposed to contact the casino's complaints department. I haven't done anything wrong, nor have I violated any terms and conditions. It's simply a rip-off.
TranslationToday, after all the back and forth with live support, they've finally made another bonus available to me. This time, however, it includes very clear terms and conditions: ten times the maximum cash out. When I deposited, there was no maximum cash out, and they're citing the terms and conditions. They claim it only qualifies for 1.5 times cash out. I'm sending you both offers here. Then you'll see I'm telling the truth. They simply didn't expect me to win a larger amount and are making up an excuse not to pay out my winnings. As you can clearly see, it's not my fault they didn't include a maximum cash out in their terms and conditions.
TranslationI also contacted the streamer who promotes this casino. According to his response, my case has been forwarded internally.
It was confirmed to me that neither the bonus information I have nor the original email contains a clear statement regarding a maximum cashout of 1.5x.
Furthermore, other casino bonuses explicitly state a maximum cashout (e.g., 10x), whereas this was not the case with my bonus.
From my point of view, this limitation was therefore not clearly visible before the start of the game.
Dear czemke458458,
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.k@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,
Kristina
Heute hat das Casino das erste Mal reagiert nach meiner Beschwerde:Melanie (Betwarts)
16. Apr. 2026, 13:51 OESZ
Dear Christopher,
The relevant department has completed its review, and we are pleased to inform you that 200 complimentary spins have been added to your account as a gesture of goodwill.
These spins are now available for you to use. Please note that standard terms and conditions apply to any winnings generated from this bonus. We recommend refreshing your session or logging back into your account to ensure the balance is correctly displayed.
We appreciate your patience while we addressed this matter and thank you for being a valued member of our community.
Kind regard,
Betwarts Casino Team
Hello Casino Guru Team,
I would like to provide an update regarding my complaint against Betwarts.
I have now received another reply from the casino. In this latest email, they state that the maximum withdrawal from the bonus is limited to 5x the initial bonus amount.
This creates even more confusion, because earlier communication mentioned a 1.5x limit, and now they are referring to a 5x max cashout. These explanations contradict each other and do not appear consistent.
My main concern remains the same: the withdrawal limit was not clearly visible or transparently presented to me at the time I accepted the promotion.
I am attaching the latest email from the casino as additional evidence for the case.
Thank you for your continued assistance.
Hello czemke458458,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.
I would like to invite Betwarts Casino to join the conversation.
Dear Betwarts Casino,
To ensure a clear and comprehensive understanding of this case, I would kindly ask if you could provide a detailed outline of the sequence of events. In particular, it would be helpful to clarify when and which bonus the player claimed, and what funds were used, which specific publicly available terms and conditions were associated with and applied to the bonus, and the reasoning behind the apparent caps placed on the player’s winnings that seem not to be transparently communicated to the player before activation of the bonus.
If there are any additional factors relevant to this matter that cannot be disclosed publicly, I would greatly appreciate it if you could share them directly with me at michal.k@casino.guru, along with any supporting evidence, for an independent review.
Thank you in advance.
Hello,
Betwarts has contacted me again, but now they are giving a different explanation once more.
Previously they mentioned other withdrawal limits (including 5x and other values), and now they say the maximum withdrawal is 150% of the €142.5 bonus = €213.75.
This is exactly my concern: the rules are inconsistent, unclear, and keep changing depending on the reply. The promotion email I received did not clearly state these limits.
Please see their latest message attached. I believe this shows a lack of transparency and contradictory information from support.
Dear Player,
Thank you for contacting us.
Please be advised that the relevant department is currently reviewing your case.
Rest assured that we will notify you promptly once there is an update.
Kind regards,
Betwarts Casino Team
Dear czemke458458,
Could you please let me know if you have received a more detailed update from the casino?
TranslationHello,
No, I haven't received any more detailed update from the casino yet. I haven't received any further information or feedback.
Best regards
Dear Betwarts Casino Team,
Can you please let us know when we will receive a more detailed update from you?
Dear All,
Thank you for the opportunity to clarify the calculation regarding the recent withdrawal request.
Following a thorough review of the gameplay and the bonus utilized, we would like to confirm that the credited amount of €213.75 is correct and in full accordance with our promotional terms.
According to these terms, bonuses of this type are subject to a maximum release limit of 150% of the initial bonus amount. The breakdown is as follows:
Initial Bonus Received: €142.50
Maximum Release Cap (150%): €213.75
Total Credited: €213.75
As the player has successfully reached the maximum winning potential allowed for this specific promotion, the remaining balance was capped accordingly. We believe this settles the matter transparently and aligns with the terms accepted upon the activation of the bonus.
Kind regards,
Betwarts Casino Team
TranslationI would like to reiterate that the bonus offer in question did not transparently communicate a maximum cashout of 1.5x the bonus amount. Neither the promotional email I received nor the terms and conditions available at the time of the offer clearly stated such a limitation.
It is particularly noteworthy that a later promotion explicitly stated a maximum cashout limit ("Winnings from bonus funds can be paid out up to a maximum of 10 times the credited bonus amount."). This clearly demonstrates that Betwarts is capable of communicating such restrictions clearly and visibly when it chooses to do so.
That is precisely why it is incomprehensible why an alleged 1.5x max cashout is now being applied retroactively to my offer, even though this was neither clearly stated in the offer nor comprehensibly explained in the terms and conditions.
Had I known before making the deposit that winnings were limited to only 1.5x the bonus amount despite fulfilling the conditions, I would of course not have accepted the offer and would not have made a deposit.
I therefore request that the case be fairly reviewed again, taking into account the lack of transparency and the contradictory communication.
TranslationHello Casino Guru Team,
I would like to submit another piece of evidence.
Today I received another promotional email from Betwarts. This new offer clearly states the maximum payout directly in the email:
"Winnings from bonus money can be paid out up to a maximum of €500."
This is very relevant to my complaint because it shows that Betwarts can generally communicate such restrictions transparently in advertising campaigns.
The offer that led to my disputed withdrawal did not, however, clearly mention a maximum cashout of 150% in the email. Had such a crucial limitation been clearly stated, I would have assessed my deposit differently.
This shows that clear disclosure would have been possible, but in my case it did not occur.
I request that this inconsistency and lack of transparency be taken into account when examining my complaint.
Thank you all for your responses.
Dear Betwarts Casino Team,
Based on the information and evidence provided, including the promotional email sent to the player, it is quite clear that there was no mention of a maximum winnings or withdrawal limit associated with this bonus. Additionally, there does not seem to be any clear reference indicating that further bonus or general terms would apply.
I have also reviewed the Bonuses and Promotions section of your Terms and Conditions, and I did not find any limitations concerning winnings from this specific type of bonus; it only addresses no-deposit bonuses and free spins.
In light of the above, the application of a winnings cap in this instance appears insufficiently substantiated, as the player does not seem to have been clearly and transparently informed of such a restriction.
As the player has reasonably noted, had these limitations been clearly communicated from the outset, they may have chosen not to participate in the offer and rather play elsewhere.
Taking all factors into consideration, I would kindly invite you to review this matter once more and consider facilitating the payment of the player’s winnings in full, as obtained under the stated conditions.
We remain open to working with you toward a fair and mutually acceptable resolution.
Dear All,
Thank you for the follow up.
Please be advised that the relevant department is currently reviewing your case.
Rest assured that we will notify you promptly once there is an update.
Kind regards,
Betwarts Casino Team
TranslationDear Betwarts Casino Team,
Thank you for your feedback.
I acknowledge that my case is currently under review. However, I would like to point out that I have already provided all relevant information and evidence, and in my view, the facts of the case are clear.
I therefore request a timely and transparent clarification as well as a binding response within a reasonable timeframe.
Should no satisfactory solution be found, I will be forced to continue documenting the case publicly and forwarding it to the relevant platforms and authorities.
I ask for your understanding and look forward to your prompt reply.
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 Player,
Just a quick update regarding your request.
We are still awaiting feedback from the relevant department. We apologize for any inconvenience this delay may cause; as soon as an update becomes available, we will notify you immediately.
Thank you for your continued patience and understanding.
Kind regards,
Betwarts Casino Team
Dear Betwarts Casino Team,
Thank you for your response.
I acknowledge that a final decision sometimes needs to be confirmed on multiple levels; however, this matter has now been ongoing for an unreasonably long period, which regrettably gives the impression of unnecessary—or perhaps intentional—stalling.
Given the excessive delay, I respectfully request that you urgently take action to allow the customer to receive their winnings without further obstruction. The current situation has resulted in a highly unsatisfactory experience for the player and falls well short of what would reasonably be expected from a casino.
I trust that this is not reflective of the standards Betwarts Casino aims to uphold. Accordingly, I urge you to take immediate and decisive action to resolve this matter without any further delay.
If this matter continues to be unresolved until the timer runs out, I will be forced to close this case as unresolved, which will have a negative impact on your safety index rating and will serve as a warning for other players about your practices.
I look forward to your prompt response and confirmation of the steps being taken.
Dear Player,
We are pleased to inform you that we can now proceed with restoring your winnings to your account.
We kindly ask for your continued patience while our relevant department finalizes the processing of this request.
Thank you for your understanding and cooperation throughout this matter.
Kind regards,
Betwarts Casino Team
Dear Player,
We are pleased to inform you that your missing winnings have been successfully restored and credited to your account.
Thank you for your understanding and cooperation throughout this matter.
Kind regards,
Betwarts Casino Team
Dear Betwarts Casino Team,
Thank you for the positive update.
Dear czemke458458,
According to the response from the casino team, your winnings have been added back to your account balance.
Please inform me if I can consider this matter resolved or if you require help with anything else.
TranslationHello,
The €7,000 have now been credited to my casino account – however, it is again subject to an additional wagering requirement of 1x, even though the amount was already available as real credit after fulfilling the original wagering requirements.
I have now fully redeemed the amount and therefore hope that the payouts – especially within the €500 daily limit – will now be processed promptly and without further delays, as there has been another additional restriction.
Thank you
TranslationHello,
For me, the matter is closed.
I would like to thank Casino Guru for their support and mediation throughout the entire case, as well as Betwards for the final solution.
Thank you.
Dear Player,
Thank you for your patience while we finalized this process.
Regarding your recently credited funds, we would like to offer you the option to withdraw this balance immediately, without any wagering requirements. If you prefer this approach, we can arrange a manual bank transfer directly to your bank account.
To proceed, please reply to this email with the following financial details:
Full Name (please provide all names, including middle name)
Name of the owner of the bank account
IBAN
BIC
Bank name
Bank location (country)
Please let us know if you would like to move forward with this option so we can initiate the transfer for you.
Best regards,
Betwarts Casino Team
TranslationDear Casino Team, since I have already lost €600 due to the wagering requirements (1x), I would ask you to pay out the money that is still in my casino account as soon as possible.
Dear Player,
Thank you for providing your payment details and clarifications.
These will be forwarded to the relevant team for processing of your remaining balance.
Best regards,
Betwarts Casino Team
TranslationThank you for your cooperation. I await a prompt resolution to this request, as it is also in my interest to close this case with Casino Guru.
Thank you all for your responses.
I am pleased that a suitable resolution regarding the prompt disbursement of the player’s funds has been reached.
Dear czemke458458,
Could you please confirm the remaining amount that is pending for withdrawal?
TranslationDear Casino Guru team, first of all, I would like to thank you for your help and am delighted that you have supported me so actively. My account balance is currently €5900. I hope that this will arrive in my account as soon as possible.
TranslationThe manual withdrawal of €5900 was cancelled today and the balance is back in my player account.
Could you please check if there was a technical problem with the bank transfer and initiate the manual payout again?
TranslationCasino Guru:
"Hello,
I would like to sincerely thank you for your support in my case.
I received my money today and the case has therefore been successfully resolved.
Many thanks to Casino Guru for their help and support throughout the entire process.
TranslationBetwarts:
"Hello,
Thank you very much for handling my case.
I received my money today and would like to thank you for the solution and the support.
I appreciate your help and the handling of my case.
Dear Player,
We are pleased to inform you that your remaining balance of €5,900 is scheduled for processing today, 18 May.
Please note that, depending on your bank's processing times, it may take three to five working days for the funds to appear in your account. This timeframe begins from the respective processing dates.
As the payments have now been scheduled, we consider this matter resolved.
Thank you for your patience throughout this process.
Kind regards,
Betwarts Casino Team
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear czemke458458,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Michal
Casino Guru
