The player from Germany utilized a 200% bonus and met the wagering requirements, resulting in €490 in real money. However, his funds were unexpectedly reduced to €100 due to a claimed maximum cash out limit, which he believes is incorrect according to the promotion's terms. He seeks to recover his deposited money.
Betwarts Casino - Player's winnings are reduced after bonus use.
Opened
Current status
Waiting for player to reply
6d 23h 10m 57s
Betwarts Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
8 hours ago
Translation
Good day
I used a 200% bonus up to €100 at Betwarts, successfully fulfilled the wagering requirements, and ended up with €490 in real money. However, after a few minutes, my real money was reduced to €100. After several inquiries, I was told that it was a 5x maximum cash out limit, which was actually adhered to since the €100 bonus represents €500, thus allowing for the maximum payout. Unfortunately, I keep being told that there was supposedly no error, but with €100, it should only have been 1x maximum cash out, which is completely unacceptable. I want to win back the money I deposited. Neither the promotion nor the terms and conditions mention anything about a 1x maximum cash out limit. I will send you all the screenshots of the promotion and the progress from support.
Automatic translation:
Public
Public
50 minutes 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
50 minutes ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betwarts 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 won while playing with the bonus contribution of 100€ or while wagering the winnings from free spins? Which have you played first, to your knowledge?
- Have you requested detailed records of your gameplay from support? I recommend you request your game history from the casino in Excel format from the day you played. When the casino provides you with these records, kindly forward them to my email at tomas@casino.guru for review.
- When was the last time you were in contact with the casino support?
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
