Bethard Casino - Pelaajan kotiutus on viivästynyt.

Hello, first time on bethard i xeposit 500sek and get bonus 500sek, soo i must to play 20x i playd but when i have 17000sek i buy a free spins, not remember or i win but till 20000 i get. Soo bonus was complited, when i push widrawal with 13000sek i didnt get this money. Bethard return for me 500sek. And says i cant play with money over 50sek but in another casino you cant play over . You cant buy any bonus soo i think bethard cant doo what they doo with mee. Soo please help me .

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Dear Audriukss87,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position regarding the maximum bet breach is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Dear Audriukss87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I would like to point out that I do not understand why the casino allowed me to place bets above the maximum permitted amount if this was supposedly a violation of the bonus terms.

In other online casinos, when a player attempts to place a bet that exceeds the maximum allowed bet during a bonus, the system automatically rejects the bet and does not allow the spin to start. This is a standard technical protection used by many casinos.

In my case, the casino accepted all of my bets without any warning, restriction, or notification that I was exceeding the maximum bet limit. The system allowed me to continue playing normally.

If exceeding the maximum bet is considered such a serious breach that all winnings can be confiscated, why did the casino's software allow these bets to be placed in the first place instead of preventing them automatically?

I believe this is unfair to players because the casino had every opportunity to block the bets immediately but chose not to do so.

Could you please explain why the casino's system permitted these bets when many other casinos automatically reject such spins?

Furthermore, I would like to ask why the alleged violation was only mentioned when I requested a withdrawal.

If the casino detected that I had breached the bonus terms, why was I not informed immediately? Why was my account not restricted, my bonus cancelled, or at least a warning issued at the time the supposed violation occurred?

Instead, I was allowed to continue playing without any notification. Only after I accumulated winnings and requested a withdrawal was this issue raised.

Had I been informed earlier, I would not have continued playing and investing my valuable time under the impression that everything was in compliance with the rules.

From my perspective, it appears that the casino remained silent while I was playing and only invoked the alleged violation when it became necessary to process a withdrawal. This raises serious concerns about fairness and transparency.

Could you please explain why I was not notified immediately when the supposed breach occurred, but only after I requested my winnings to be paid out?

Thanks for sharing your point of view.

Sadly, at this point, enforcing the maximum bet on the software level is not universal in online casinos. Since there is a legitimate reason for online casinos to have the maximum bet in place, we don't go against them when they confiscate winnings that breach it. It's the player's responsibility to adhere to the maximum bet rules from our perspective. We may only intervene in situations where we can conclude that the maximum bet breach was made mistakenly, while the player in question was trying to adhere to it during their gameplay.

It's expected that the gameplay and verification of players will be checked after they request a payout. This practice is not something we question, police, or penalize online casinos for at this time.

Please let me know whether you can provide me with your records of game history so I can review your gameplay during the time the bonus was in play.

Looking forward to your reply.

I can't because they have closed my account and I can't log in, they suggest I create a new account.

Jag kan inte eftersom de har stängt mitt konto och jag kan inte logga in, de föreslår att jag skapar ett nytt konto.

Thanks for your reply.

Without these records, we won't be able to proceed further with investigation. If you happen to recover the game history from the casino, feel free to send it to me for review. My email is tomas@casino.guru

Without evidence, we won't be able to refute the casino's decision to confiscate your funds on the basis of breach of the maximum bet. Consequently, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.