BillyBets Casino - Player's winnings have been confiscated.

Good morning. This casino offered me a 30€ bonus with a 200x rollover, 6000€, which for them would possibly be impossible to fulfill and win. The fact is that I met the rollover and won €900. They then invented that the most I could win was €30! So they confiscated the rest of the winnings and only left me €30 in the account! I tried to talk to the casino's live chat and they only showed me where it was written that I had to fulfill the 200x rollover, they couldn't tell me where it was written that the maximum win was €30!!!! I attach a photo of the winnings and my last bet before they confiscated the €870 leaving only €30 in my account! I ask for your help to pay me the rest of the money I won! Thank you 🙏

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Dear NGamas77,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your winnings being reduced.

I have reviewed the Terms & Conditions of the casino and I found a clause stating that no-deposit bonuses may have a maximum withdrawal limit of 5x the bonus amount. This would mean that, for example, a €30 free bonus could be capped at €150, regardless of higher winnings.

However, to properly assess your case, I would like to clarify a few important details:

• Can you please confirm that this is the correct casino website where you claimed the bonus?
• Was the €30 bonus a no-deposit (free) bonus, or did you make a deposit to activate it?
• Do you have any screenshots or emails showing the exact bonus terms that were presented to you at the time of activation?

If you have any additional communication with the casino (emails, chat transcripts, or bonus offers), please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon, in those terms it also says that the bonus wagering would be 40x and not 200x as was the case. In my opinion, being 200x is enough to make it almost impossible to win anything, I don't think it fits in anyone's head to play with a 200x bonus to win 30€!!! The bonus was a no deposit bonus, and the casino claims to have sent an email saying that the maximum win was €30. I didn't see that mail and when I activated the bonus it was on the casino website itself and when I read the terms I didn't read any limit, unfortunately I don't have a copy of those terms. In any case, I will send you a copy of the online chat I had with the casino. Thank you very much for your help.

Yes, I'm sure that's the casino. In a conversation with the casino, they claim that a pop up window would open at the time of bonus activation, where it would say that the maximum win was €30, but I didn't get such a window and even the casino's support service couldn't show me where that rule was written. Again, I think that a 200x rollover is in itself a limit that discourages anyone, let alone knowing that you can only win €30 or even €150, so there's no point in giving bonuses!!! Just recently I received a similar bonus from another casino, I'm sure the rollover wasn't even close to 200 and with no limit on winnings, so much so that I won and no objections were raised!!! I think there's a lack of seriousness here on the part of the casinos who just want to get people playing, with limits that make no sense whatsoever, with no intention of paying out if things don't go well for them. Once again, if you don't want to take risks, don't offer bonuses, but don't play games with people!

Good afternoon, I've noticed that the deadline for replying has passed, is there a problem?

Hi NGamas77,

Thank you for your reply.

I would like to clarify one important point regarding how the bonus was presented to you.

Could you please confirm how exactly you received or activated the bonus?

• Was it offered to you via email?
• Or did you activate it directly on the casino website (for example via your account or a promotion section)?

This detail is very important for us, as we need to determine whether the bonus conditions (especially the maximum win limit) were clearly presented to you at the time of activation.

If you are able to locate the email mentioned by the casino, please kindly forward it to us as well.

Thank you.

Good morning, as I said before, I activated the bonus on the casino website, if they sent any mail, I don't have it, I've looked everywhere and I can't find it. The T&Cs I read were on the casino website, in a link where it said, bonus terms! Thank you

Good afternoon, I know that you still have a few days to respond, but last time you exceeded the deadline and I would like to know if everything is ok and can I count on your help? Regarding the email that the casino claims to have sent, it cannot in my opinion for several reasons, such as going to spam mail, be the substitute for terms that are clearly visible on the site itself! If there is a possibility of activating the bonus on the site, without seeing the mail, as was my case, the terms must be described there, or not?! Thank you

Good afternoon, once again the deadline for your response is running out and I'm not getting an answer. If you don't want to help, I'd appreciate it if you'd say so, so I can think of alternatives. Thank you

Dear NGamas77,

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, Martina (martina.b@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.

Dear NGamas77,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BillyBets Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Good morning, if the casino chooses not to respond, what other options do I have to resolve the issue? Thank you

I’m afraid that, if the casino does not become responsive, there will unfortunately not be much that can be achieved without its cooperation. Since the casino operates without a valid license and does not refer to any ADR service, there would be no gaming authority to turn to.

In such a case, the complaint will be marked as "unresolved" in our system. I understand this would not be a satisfactory solution to your issue. However, the decrease in the casino’s rating caused by unresolved complaints could potentially help to change its approach.

But let´s not go there yet.

Dear NGamas77,

Thank you for your patience.

We have reviewed this case and can confirm that the promotion in question did have a maximum winnings limit of €30.

When a player accepts this type of bonus, the system automatically sends an email with the full promotion Terms and Conditions to the registered email address. This process is automatic, not manual, so the terms are sent as part of the standard bonus activation flow.

In this specific promotion, the €30 maximum win condition was included in the Terms and Conditions. We are attaching screenshots related to this exact promotion, where this condition can be seen.

Based on this, the bonus was applied correctly and in line with the stated promotion terms.

We understand this may be frustrating, especially after completing the wagering requirements, and we appreciate your feedback regarding the clarity of bonus terms. Your comments will be shared internally to help improve transparency going forward.

Kind regards,

BillyBets Casino Team

Was this explicit when the bonus was activated? Because the times I've spoken to your support nobody has shown me that! In the terms and conditions that I saw through a link below the bonus, it didn't show any of this content!

I even have a screenshot of the conversation with your support where I clearly asked where the conditions of the bonus were that you said there were and nobody could tell me!

Here's part of the conversation I had with support, where I asked them to

the terms and conditions of this bonus, and the answer I got. If there were specific terms and conditions for this bonus, they weren't given to me and the link that appeared below the bonus with the t&c of this bonus referred to the general T&C.

Dear BillyBets Casino,

can you please send me a screenshot to my email (martina.b@casino.guru) from your internal system proving that the email had been sent to the player with this info?

Thank you very much on advance

Dear Martina,

We truly appreciate your patience.

We would like to inform you that the request has been forwarded to the relevant team. Once there is an update, we will inform you immediately.

Best regards,

Billybets team

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 all,

We want to assure everyone that we are truly and actively working on this case.

We take player feedback very seriously and will provide a definitive update as soon as tpossible.

Thank you for your patience while we get this sorted out.

Best regards,

BillyBets Team

Dear BillyBets Casino,

I understand. However, it has already been two weeks since your last response.

Could you please kindly prioritize this case and provide us with an update?

Thank you very much in advance.

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 all,

Thank you for your patience.

We would like to confirm that the case remains under review. We are currently awaiting further information and will share an update as soon as possible.

We appreciate your understanding and continued patience.

Best regards,

BillyBets Team

Dear BillyBets Casino Team,

Since it has been another 2 weeks, I will set the timer for 6days.

We would appreciate, if you could really prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

Thank you for your patience.

The matter is still being reviewed by the relevant department. We will share an update as soon as additional information becomes available.

Best regards,

BillyBets Team

Dear BillyBets Casino,

how long does it usually takes to have such case reviewed?

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 NGamas77, dear Martina,

Thank you for your patience.

While the system automatically sends the bonus Terms & Conditions to the player’s registered email address upon bonus activation, we do not have the technical capability to retrieve or display a copy of a specific email sent to a specific user after the fact.

We can confirm that the €30 maximum win limit was part of the promotion Terms & Conditions associated with this bonus offer.

We appreciate your understanding.

Kind regards,

BillyBets Team

Dear BillyBets Casino,

Thank you for your response.

However, I would like to encourage you to provide at least some supporting evidence, even if it is only a screenshot or a brief extract from your records.

At the moment, this is essentially the player's word against the casino's, which makes it very difficult for us to determine what actually happened. Any supporting documentation would help us better understand the situation and reach a fair conclusion.

Thank you very much in advance for your cooperation.

Dear Martina,

Thank you for your message.

We have forwarded your request to the relevant department and are currently awaiting further information.

Thank you for your patience and understanding.

Kind regards,

BillyBets Team

Dear BillyBets Casino Team,

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I'm still waiting patiently for them to present the evidence!

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 All,

Thank you for your patience.

We would like to inform you that we are actively reviewing the details of your case and will get back in touch with an update here shortly.

Thank you for your understanding and cooperation in the meantime.

Best regards,

BillyBets Casino Team

Dear BillyBets Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I’ll say it again: I claimed the bonus on the casino’s website, and I didn’t receive any information about the winnings—otherwise, I wouldn’t have spent an entire night playing through a 200x rollover just to win €30, with the rest going to the casino!!!

I don't understand why it's taking so long!!

If the casino continues to delay its response, who else can I turn to? Thank you

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.

I know you’re doing everything you can to resolve the situation, and I really appreciate it, but it seems to me that the casino is just dragging out a situation for which it has no grounds or evidence to have informed me of the maximum amount I could win... we’ve been dealing with this for months now!!!

I would like to know what else I can do or who I can turn to in order to resolve this situation.

Once again, time goes by and nothing happens!!!

Dear BillyBets Casino Team..

We really need your statement now

How much longer is this going to take??!!

Martina, I don't mean to pressure you, but the truth is that this situation has been dragging on for a long time. The casino isn't responding, and I'd like to know if there's a regulatory body I can turn to?! Isn't there anyone with the authority to force the casino to provide the evidence it claims to have—or not? Thank you

Dear NGamas77,

I understand your concerns, and I am afraid that achieving a resolution may be challenging without cooperation from the casino. As it currently operates without a valid license and does not reference any Alternative Dispute Resolution (ADR) service, we find ourselves without a regulatory authority to assist. Rest assured, we are actively pursuing communication with the casino through various channels. We remain hopeful that our efforts will yield positive results and that they will be willing to cooperate. Thank you for your understanding.