Betwarts Casino - Player's winnings have been confiscated.

Hallo CasinoGuru-Team,

bei Betwarts (https://betwarts1.com) habe ich am 16.05.2026 einen Einzahlungsbonus in Höhe von 54 € aktiviert und anschließend sämtliche Umsatzbedingungen vollständig erfüllt. Nach Abschluss der Anforderungen betrug mein Kontostand insgesamt 1.339,35 €.

Unmittelbar nach dem letzten qualifizierenden Spiel wurde mein Guthaben jedoch automatisch auf lediglich 162 € reduziert. Auf Nachfrage im Livechat teilte mir der Anbieter lediglich mit, dass der „maximale Auszahlungsbetrag 300 % des Bonusbetrags" betrage.

Eine konkrete Bonusregel oder Klausel, die eine solche Begrenzung eindeutig festlegt, konnte mir trotz mehrfacher Nachfrage nicht genannt werden. Auch in den zum Zeitpunkt der Aktion verlinkten Bonusbedingungen war keine entsprechende Einschränkung enthalten. Der damalige Link verwies lediglich auf die allgemeinen AGB, in denen ich ebenfalls keine klare Regelung hierzu finden konnte.

Aus meiner Sicht müssen sämtliche Bedingungen und Einschränkungen, die für Spieler gelten, klar und transparent in den Allgemeinen Geschäftsbedingungen oder den jeweiligen Bonusbedingungen veröffentlicht sein.

Ich habe den gesamten Verlauf des Livechats per Screenshot dokumentiert und zusätzlich Beweise gesichert, dass eine solche Begrenzung in den damals geltenden Bedingungen nicht ausdrücklich aufgeführt war.

Daher bitte ich um Prüfung meines Falls und Unterstützung bei der Klärung mit dem Anbieter.

Vielen Dank im Voraus.

Honk555

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please advise how did you find out about the promotion? Have you received it as an email offer?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hallo Attila,

vielen Dank für Ihre Antwort.

Ich habe Ihnen bereits die komplette Konversation mit dem Live-Chat sowie die E-Mail bezüglich des Bonus an die von ihnen erwähnte E-Mail weitergeleitet.

Besonders wichtig ist hierbei, dass in der Bonus-E-Mail ausdrücklich erwähnt wurde, dass die allgemeinen Geschäftsbedingungen gelten. Allerdings wird dort an keiner Stelle eine sogenannte 300%-Regel oder irgendein entsprechendes Limit erwähnt.

Auch während der Nutzung des Bonus wurde beim Klick auf „Bonusbedingungen" lediglich auf die allgemeinen Geschäftsbedingungen verwiesen. 

Darüber hinaus habe ich eine Bildschirmaufnahme, die eindeutig zeigt, dass in den allgemeinen Geschäftsbedingungen kein Hinweis auf diese angebliche 300%-Regel vorhanden ist.

Aus meiner Sicht ist es daher nicht akzeptabel, dass sich das Casino im Nachhinein auf eine Regel beruft, die weder im Bonusangebot noch in den geltenden Bedingungen klar angegeben wurde. Spieler können keine Bedingungen einhalten, die nirgends transparent kommuniziert werden.

Ich bitte daher darum, diesen Fall entsprechend fair zu bewerten und das Casino zur Verantwortung zu ziehen, da die angebliche Regel für mich vor, während und auch nach der Nutzung des Bonus weder sichtbar noch nachvollziehbar war.

Falls weitere Nachweise benötigt werden, stelle ich diese selbstverständlich gerne zur Verfügung.

Beste Grüße

Honk555

Thank you very much for your reply. I would greatly appreciate it if you could send the email containing the promotion directly to my email rather than as screenshots.

Thank you for your patience and cooperation.

Hallo Attila,

vielen Dank für Ihre Antwort!

Ich habe Ihnen die E-mail gerade weitergeleitet.

Liebe Grüße

Honk555

Thank you for all the information and evidence you have provided so far. To proceed with this complaint, could you please forward a screenshot displaying how the bonus was capped, as well as a receipt for the deposit you used to activate the promotion?

Thank you for your patience and cooperation.

Hallo,

ich habe die beiden Bilder hier angefügt.

Liebe Grüße

Honk

Dear Honk555,

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, Samuel (samuel.s@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,

Attila

Dear Honk555,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Betwarts Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Betwarts Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear everyone,

Thank you for reaching out and bringing this to our attention.

We are sorry to hear that you had such experience with our services.

Upon review of our system, it appears that the email address provided is not connected to an account on our site. In order to assist you further, we would kindly ask the player to provide an email address that is connected to the account registered on our website.

Thank you in advance!

Best regards,

Betwarts Team

Dear Honk555,

We have successfully located your account. Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Betwarts Casino Team

Hello everyone,

thank you both for your updates.

Dear Honk555,

thank you for providing the correct email address. I'm glad this helped identify your casino account.

Dear Betwarts Casino,

thank you for locating the player's account and for confirming that the matter is now under investigation. I appreciate your cooperation.

I will now await the outcome of your investigation. Once your review has been completed, please share your findings in the complaint thread, including the reasons for the confiscation of the player's winnings and any relevant supporting information.

Thank you both for your cooperation.

Dear All,

We completely understand your concerns regarding the time elapsed and the importance of procedural transparency.

The complexity of the required technical checks and underlying data aggregation has necessitated a thorough cross-departmental review to ensure that the evidence provided is absolute and fully detailed.

We would like to formally inform you that our relevant team is finalizing the official brief, and we will provide the comprehensive supporting evidence and our final position very soon.

We appreciate your patience and cooperation.

Kind regards,

Betwarts Casino Team

Hello everyone,

Dear Betwarts Casino,

thank you for the update and for confirming that the internal review is nearing completion. I appreciate the effort to prepare a detailed and comprehensive response.

Once your investigation is finalised, please provide your findings in the complaint thread, including the reasoning and supporting evidence for your decision. For transparency purposes, it would be ideal if this information could be shared publicly in the thread so the player can fully understand the outcome. If any part of the evidence is sensitive or cannot be shared publicly, please feel free to send it to my email at samuel.s@casino.guru, and I will review it accordingly.

I will now await your final update.

Dear Honk555,

Following a thorough review of your account with the relevant department, we can confirm that an issue occurred during the calculation of your maximum bonus release.

As a result, an additional €378.00 should have been credited to your account. We sincerely apologize for this error and any inconvenience it may have caused.

To proceed with crediting these funds directly to you, please reply to the separate email we recently sent requesting your bank details. Once we receive your confirmation and details, we will process the payment promptly.

Thank you for your patience and understanding. Should you have any questions in the meantime, please feel free to reach out to us.

Best regards,

Betwarts Casino Team

Sehr geehrtes Betwarts Casino Team,

mit der vorgeschlagenen zusätzlichen Gutschrift von 378,00 € bin ich nicht einverstanden.

Zum Zeitpunkt meiner Teilnahme war keine Begrenzung der maximalen Bonusauszahlung angegeben. Dies geht sowohl aus den vorliegenden Bildern als auch aus den damals geltenden Allgemeinen Geschäftsbedingungen hervor. Daher sehe ich keine Grundlage dafür, meine Auszahlung nachträglich zu begrenzen.

Ich verfüge außerdem über einen Nachweis, dass Betwarts grundsätzlich in der Lage ist, Begrenzungen für Boni ausdrücklich und transparent in Werbe-E-Mails zu kommunizieren. Als weiteres Beweismittel reiche ich eine Werbe-E-Mail von Betwarts ein, in der eindeutig steht:

„Maximaler Auszahlungsbetrag: 5x des Bonusbetrags."

Diese E-Mail ist für meine Beschwerde relevant, da sie zeigt, dass maximale Auszahlungen bei Werbeaktionen klar und direkt kommuniziert werden können.

Bei dem Angebot, das zu meinem strittigen Auszahlungsfall geführt hat, wurde hingegen keinen Hinweis auf ein maximales Cashout genannt. Wäre eine so wesentliche Einschränkung deutlich angegeben gewesen, hätte ich meine Einzahlung und Teilnahme unter anderen Voraussetzungen bewertet.

Dies zeigt, dass eine transparente Offenlegung möglich gewesen wäre, in meinem Fall jedoch nicht erfolgt ist. Ich bitte Sie daher, diese Widersprüchlichkeit und die fehlende Transparenz bei der erneuten Prüfung meiner Beschwerde zu berücksichtigen.

Ich bitte darum, den Vorgang erneut vollständig zu prüfen und mir die Auszahlung entsprechend der zum Zeitpunkt der Teilnahme kommunizierten Bedingungen gutzuschreiben.

Mit freundlichen Grüßen

Honk

Hello everyone,

thank you both for your latest updates.

Dear Betwarts Casino,

first of all, thank you for your thorough review of this case and for acknowledging that an error occurred in the calculation of the player's maximum bonus release. I appreciate your willingness to correct the mistake and compensate the player accordingly.

However, before I can draw my final conclusion, I would like to ask for one additional clarification.

The player argues that, at the time the disputed promotion was offered and accepted, no maximum cashout limitation was communicated. Furthermore, the player has provided an example of another promotional email where such a restriction was explicitly stated, suggesting that the casino is technically capable of presenting this information clearly when intended.

Could you therefore please provide the exact promotional materials and Bonus Terms that were applicable to this specific bonus at the time it was claimed, clearly indicating where the maximum cashout limitation was communicated to the player? If possible, please also provide a screenshot or copy of the promotion as it was displayed to the player when the bonus was activated.

This point is important for me, as I need to determine whether the relevant restriction was communicated sufficiently clearly before the player accepted the promotion.

Dear Honk555,

thank you for providing your additional comments and supporting evidence. I understand the point you are making regarding the transparency of the promotion, and I believe it is appropriate to allow the casino an opportunity to clarify exactly what information was presented to players at the time this specific bonus was claimed.

I will await the casino's response before reaching my final conclusion.

Thank you both for your cooperation.

Dear Samuel,

Please find the Terms & Conditions applicable to the bonus offer at the time it was issued (Please note that these specific terms can be found within our general Terms & Conditions on our website) :

7.16 Unless specified otherwise by the specific promotion rules, any bonus is subject to the following requirements:

Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

Any deposit casino bonus has wagering requirements of x35(thirty-five) times the initial amount of the deposit and bonus received. Any such bonus has a maximum withdrawal limit of x10 (ten) the bonus amount received. For example, a 10 EUR (ten) deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

Thank you for your assistance, and we look forward to your update.

Best regards,

Betwarts Casino Team

Hallo sehr geehrtes Betwarts Casino Team,

vielen Dank für die Stellungnahme.

Ich möchte jedoch darauf hinweisen, dass sich das Casino auf Geschäftsbedingungen beruft, die zum Zeitpunkt meines Bonusgewinns in dieser Form nicht auf der Website vorhanden waren.

Ich habe unmittelbar nach Abschluss des Bonus die damaligen AGB per Bildschirmaufnahme dokumentiert . In den zum damaligen Zeitpunkt gültigen Bedingungen enthielt Ziffer 7.16 lediglich eine Regelung für Casino-Boni ohne Einzahlung (No-Deposit-Boni) mit einer maximalen Auszahlung von dem Fünffachen des Bonusbetrags.

Der nun vom Casino zitierte zweite Absatz, wonach Einzahlungsboni einer maximalen Auszahlung von dem Zehnfachen des Bonusbetrags unterliegen sollen, war in den damaligen AGB nicht enthalten. Ich füge als Nachweis einen Screenshot der damals geltenden Bedingungen aus meinem Screenrecording bei.

Aus meiner Sicht kann sich das Casino daher nicht nachträglich auf eine Bedingung berufen, die zum Zeitpunkt der Bonusannahme und des Bonusabschlusses nicht Bestandteil der veröffentlichten Geschäftsbedingungen war.

Sollten weitere Nachweise benötigt werden, stelle ich diese selbstverständlich gerne zur Verfügung.

Freundliche Grüße

Honk

Hello everyone,

thank you both for your updates.

Dear Betwarts Casino,

thank you for providing the relevant Terms & Conditions.

However, the player has now raised a serious concern and submitted evidence suggesting that the version of Clause 7.16 available at the time of the promotion differed from the version you have quoted.

To clarify this point, could you please provide evidence showing that the quoted version of Clause 7.16, including the maximum cashout limitation for deposit bonuses, was indeed published and available to players at the time this specific bonus was accepted? For example, a dated copy of the applicable Terms & Conditions, an internal record, or any other evidence confirming that these terms were in effect at the relevant time.

This clarification is essential for determining whether the player was properly informed of the applicable bonus restrictions before participating in the promotion.

I will await your response before reaching my final conclusion.

Thank you both for your cooperation.

Dear Samuel,

We understand the concern.

We are writing to let you know that we are currently investigating the evidence alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates. Thank you for your continued patience in the meantime.

Best regards,

Betwarts Casino Team

Sehr geehrtes Betwarts Casino Team,

vielen Dank für Ihre Rückmeldung.

Ich möchte noch einmal ausdrücklich darauf hinweisen, dass ich über sämtliche Beweise verfüge, die den Inhalt der zum Zeitpunkt meines Bonusabschlusses geltenden Allgemeinen Geschäftsbedingungen dokumentieren.

Unmittelbar nach Abschluss des Bonus habe ich die Bonusbedingungen sowie die AGB per Video aufgezeichnet. Diese Aufzeichnungen zeigen eindeutig, dass die AGB zu diesem Zeitpunkt genau dem bereits von mir eingereichten Screenshot entsprachen.

Ich bitte Sie daher, diese Beweise bei Ihrer Prüfung gemeinsam mit der zuständigen Behörde zu berücksichtigen. Sollte dies erforderlich sein, stelle ich Ihnen die vollständigen Videoaufzeichnungen selbstverständlich gerne zur Verfügung.

Mit freundlichen Grüßen

Honk555

Hello everyone,

thank you both for your updates.

Dear Betwarts Casino,

thank you for confirming that you are reviewing the matter with the relevant department. I appreciate your cooperation and will await the outcome of your investigation.

Dear Honk555,

thank you for the additional information. I appreciate you confirming that you have video recordings documenting the Terms & Conditions as they appeared at the relevant time. If necessary, I may ask you to provide these recordings later in the investigation.

For now, I will await the casino's response before proceeding further.

Thank you both for your cooperation.

Dear All,

We are writing to provide an update regarding the ongoing matter concerning the unreleased funds.

Following a thorough review with the relevant internal department, we have carefully evaluated the circumstances surrounding this case. As a gesture of goodwill, we have decided to proceed with the release and crediting of the funds in question.

The total amount to be credited is €1,177.35 (As part of the amount wagered was already released).

Dear Honk555,

If you accept this offer, please let us know so we can proceed with the transaction.

We appreciate your patience while we investigated this matter.

Kind regards,

Betwarts Casino Team

Sehr geehrtes Betwarts Casino Team,

vielen Dank für Ihre Rückmeldung und die erneute Prüfung meines Falls.

Ich nehme Ihr Angebot an und bin mit der Freigabe sowie der Gutschrift des Betrags in Höhe von 1.177,35 € einverstanden.

Ich bitte Sie, die Auszahlung entsprechend zu veranlassen und mich zu informieren, sobald die Transaktion abgeschlossen wurde.

Vielen Dank.

Ich habe allerdings vor ein paar Tagen eine E-mail bekommen dass ihre Seite zum 31.07.2026 geschlossen wird wie läuft die Auszahlung dann ab?

Mit freundlichen Grüßen

Honk555

Dear Honk555,

We are writing to inform you that we have recently sent an email requesting your bank details so we can proceed with processing the transaction.

Please check your inbox (and your spam or junk folder, just in case) for that message and follow the instructions provided to submit your payment information securely.

Once we receive your details, we will initiate the transaction promptly.

Thank you for your cooperation.

Best regards,

Betwarts Casino Team

Dear Honk555,

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the transaction.

Once the payment has been successfully processed, we will notify you immediately.

Kind regards,

Betwarts Casino Team

Hello everyone,

thank you both for the updates.

Dear Betwarts Casino,

thank you for confirming that you have received the player's bank details and that the payment is now being prepared. I appreciate your efforts to resolve this matter.

I would also like to ask for clarification regarding the player's concern. Could you please confirm whether the casino will indeed cease its operations on July 31, 2026? If so, can you also confirm that this will not affect the processing of the player's payment and that the transaction will be completed regardless?

Dear Honk555,

thank you for confirming that you have already provided your bank details. For now, we will await confirmation from the casino that the payment has been processed.

Thank you both for your cooperation.