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.