The player from Germany is facing issues withdrawing his funds after activating a bonus that he believed had no maximum withdrawal limit. Despite fulfilling the wagering requirements, his balance was significantly reduced, and communication with live chat and support has not resolved the issue. He requests assistance in retrieving his full balance of approximately €5,500.
Betwarts Casino - Player’s winnings have been reduced unfairly.
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Betwarts Casino
Safety Index 6.7 Fresh casinoCase summary
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2 months ago
Translation
Hello dear Casino Guru Team,
On April 21, 2026, I made a deposit of €370 to claim a 90% casino bonus up to €333. This offer was sent to me via email.
Real money and bonuses are separate in this casino.
After losing my real money balance, I activated the €333 bonus and was able to make a profit with it. After fulfilling the 30x wagering requirements, I had a balance of approximately €5,500, which was immediately reduced to €999.
I contacted live chat because neither the offer email nor the bonus menu mentioned a maximum withdrawal amount for this bonus. The general bonus terms and conditions also do not specify any restriction or maximum withdrawal amount for a bonus that requires a deposit.
The live chat then informed me that it was a bonus with a maximum payout amount of 3.3x the bonus amount.
The live chat also recommended that I read the bonus terms and conditions and then sent me a screenshot showing a maximum withdrawal amount of x5. However, the screenshot was cropped, and the important information that a maximum withdrawal amount of x5 only applies to no-deposit bonuses was missing. Furthermore, the live chat had previously informed me that it was a bonus with a maximum withdrawal amount of x3.3 of the bonus amount, not a bonus with a maximum withdrawal amount of x5.
Then, on April 22, 2026, I wrote an email to casino support. Unfortunately, I have not received a reply to this day.
Since it appears to me that the credit balance has been arbitrarily reduced, I ask you to help me receive the full amount of approximately €5500.
I hope you can help me.
kind regards,
Michael
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2 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 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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the promotional offer you received to veronika.f@casino.guru? Kindly include any communication with the casino’s customer support regarding the cap applied to your winnings.
- When you activated the bonus, were any additional details about the wagering requirements or potential win caps displayed in the bonus section?
- Have you experienced any similar issues with bonuses at this casino before?
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
Veronika
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2 months ago
TranslationHello Veronika,
Here is the answer to your questions:
Could you please forward the advertising offer you received to veronika.f@casino.guru Please include any communication with the casino's customer service regarding the winnings limit.
What I sent them by email:
- The email with the promotional offer.
- Screenshots of the bonus
- Screenshots of the communication with the live chat.
- The email I wrote to support.
When activating the bonus, were any additional details about the wagering requirements or possible winnings limits displayed in the bonus section?
Regarding sales conditions: Yes, I have fully met them.
Regarding the profit cap: No, there were no restrictions on the profit cap.
Have you ever had similar problems with bonus offers at this casino?
No, never.
I've already managed to win at Betwarts Casino using bonus money. Everything was fair and transparent.
It was an offer sent via email on March 24, 2026. This email stated a maximum profit limit.
(x10 of the granted bonus). This maximum win limit was also displayed in the bonus menu, as it should be. I can gladly send you the screenshots.
kind regards,
Michael
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1 month ago
Dear Popy71
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, Peter (peter.c@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,
Veronika
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1 month ago
Hello there,
Thank you Popy71 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Betwarts Casino for their help in resolving this complaint. We would like to know what the issue is with the player's winnings and what we can do to help resolve this issue.
Thank you!
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1 month ago
Dear All,
We are writing to formally acknowledge the recent discussions and concerns raised regarding the max release of the bonus.
Please be assured that our team is currently investigating the matter.
We appreciate your patience while we conduct our internal review. We are committed to providing a comprehensive update as soon as more information becomes available.
Thank you for understanding.
Best regards,
Betwarts Casino Team
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1 month ago
Dear All,
Upon a detailed review of the promotional activity, it was determined that the total winnings generated from this campaign exceeded the Maximum Release Condition.
This specific condition dictates a ceiling on the total amount that can be converted to a withdrawable balance once wagering requirements are met. Because the total winning amount surpassed this designated limit, the excess funds were systematically deducted to align the balance with the maximum eligible payout for this offer.
Best regards,
Betwarts Casino Team
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1 month ago
Thank you for the update Betwarts Casino representative. Would it be possible to provide me with the bonus terms and conditions and the player's betting and account history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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1 month ago
Dear Peter,
We are writing to let you know that we are currently investigating the matter 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
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3 weeks ago
Dear All,
Thank you for your patience regarding this matter.
We would like to inform you that we are still awaiting the requested details from the relevant department. Please be assured that we are actively following up on this request.
Once we receive the necessary information, we will provide an update and reply to this forum as soon as possible.
Thank you for your understanding.
Kind regards,
Betwarts Casino Team
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3 weeks ago
Dear Peter,
Please check the email we have sent.
We appreciate everyone's patience as we work toward a resolution.
Best regards,
Betwarts Casino Team
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2 weeks ago
Hello everyone,
My name is Michal, and I will be taking over this matter as Peter is no longer with our company.
Dear Betwarts Casino,
I kindly request that you share all the necessary evidence with me. Please send everything to michal.v@casino.guru. I look forward to hearing from you soon.
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2 weeks ago
Dear Michal,
Please check the email we have re-sent.
We appreciate everyone's patience as we work toward a resolution.
Best regards,
Betwarts Casino Team
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2 weeks ago
Dear Betwarts Casino,
Thank you for the provided information. As per my former colleague Peter's request, could you also provide me with the bonus terms and conditions that were available to the player at the time of the bonus playthrough?
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1 week ago
Dear Michal,
Please note that the specific Terms & Conditions governing this matter can be found under Section 7.16 of our General Terms & Conditions.
if you have any questions regarding the application of this clause, please let me know.
Best regards,
Betwarts Casino Team
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5 days ago
Dear Betwarts Casino,
Thank you for your ongoing cooperation and for providing the necessary evidence. I would appreciate it if you could clarify why the maximum bonus cashout was not explicitly mentioned in the email offer. While all the crucial details, including the bonus amount, wagering limits, minimum deposit, and free spins wagering requirements, are clearly outlined, the information regarding the maximum cashout appears to be absent from the offer.
