Betnova Casino - Pelaajan voitot on takavarikoitu.

Take advantage of the deposit bonus at this casino,

Because of the increase in real money after playing for real money,

I canceled the bonus.

As a result, the casino also confiscated my real money and restored it to what it was immediately after the deposit.

The casino cited abuse of the bonus as the reason, but they have no right to confiscate my real money winnings.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Was there any pop-up message when you canceled the bonus informing you what would happen with your balance?
• Did you talk to the casino support about the possibility of canceling the bonus before fulfilling the wagering requirements?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

https://www.betnova.io/promotions/weekly-bonus

The bonus cannot be cancelled manually and must be cancelled by contacting support.

I have taken advantage of this bonus several times in the past, and when I contacted support this time, my real money winnings were also excluded.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello andandjonnyx,

It's Michal again. I have taken over this complaint as well. I have reviewed your case. You are aware of this rule, which is clearly mentioned in the bonus terms and conditions, right?

While my colleagues from the data team have identified several rules within the casino's terms and conditions that we deem unfair, which negatively impact the Betnova Casino safety index rating, the rule mentioned above is not among them. It is a standard rule in the industry that is present in many casinos.

Anyway, the casino team mentioned "abuse of the bonus" as the main reason for the confiscation of the funds, so I will reach out to them for clarification.

We would like to invite Betnova Casino to join the conversation.

Dear Betnova Casino,

Can you please clarify how the player should have abused the bonuses in your casinos? Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at michal.k@casino.guru

Thank you in advance.

Yes. But that Terms and Conditions means, in common sense, that your profit from the bonus will be cancelled.

It cannot be interpreted to mean that real money profits are cancelled before the bonus is used.

We would like to clarify the situation and the actions we took regarding his recent gameplay and bonus usage.

While it is absolutely his right to request a bonus cancellation at any time while the bonus is still active, it is standard across the iGaming industry that any winnings generated while a bonus is active must be considered as subject to the bonus terms. These terms are in place to ensure fair play and to prevent misuse of bonus promotions.

In this case, this pattern occurred more than once. On the user's initial deposit, although he requested the bonus to be cancelled after generating winnings, we chose — as a gesture of goodwill and in the interest of providing a positive customer experience — not to void his winnings. Instead, we informed him clearly about the relevant terms and how such situations are handled in the future.

He was able to withdraw his winnings after that first instance.

Currently player’s transactions are:

Total deposits= 2890,45€ 

Total withdrawals = 1996.57€ 

Open balance = 863.17€                         

However, upon his  next deposit, he claimed another bonus and repeated the same pattern: after a winning bet was settled, he requested the cancellation of the bonus. At this point, and following the prior warning and clarification, we were left with no choice but to enforce the bonus terms — which resulted in the cancellation of winnings generated while the bonus was active.

We always aim to treat our players fairly and transparently, but we must also uphold our terms and maintain the integrity of our promotional offers. We hope this clarifies the situation and appreciate your understanding.

Please let us know if any screenshots of players' relevant  transactions or contact emails are needed and we will be more than happy to provide them .

You are mistaken, it is only "winnings earned with bonus money" that are subject to the terms and conditions.

Real money winnings have nothing to do with bonuses in the first place, and there is no basis for confiscation.

You have no right to confiscate real money in the first place, not out of the goodness of your heart.

I am not aware of any casino where real money and bonus money are completely separate with any instance where winnings made with real money are forfeited due to bonus cancellations.

To begin with, this casino's bonus is a type of bonus that is used only after real money has been used up.

If you cancel and forfeit your real money winnings, there is no point in playing for real money at all.

Dear Betnova Casino Team,

Thank you for providing clarification and additional information. This sheds a different light on the situation.

I would still suggest editing rule 9 to specify that winnings, whether derived from real money or bonus funds, will be deducted from the balance if players choose to cancel the bonus prior to fulfilling the wagering requirements, to avoid any misunderstanding for the future, as it was in this case.

Dear andandjonnyx,

Although I agree that the rule could be expressed more clearly, it does not change the fact that you have not comprehended the rule correctly.

Please read it through more carefully.

Moreover, as it turned out, you were already in this situation before, and the casino team provided you with what can be described as goodwill to allow you to withdraw the winnings even though you were not entitled to them and warned you about the rules. Despite this warning, you continued with the same behaviour, and now you wish to hold the casino team accountable for adhering to the established rules? Do you realize how absurd that seems?

As the casino team previously mentioned, it is standard across the iGaming industry that any winnings generated while a bonus is active must be considered as subject to the bonus terms. You have played with real money first because this is how it works in this casino, so you had no other choice anyway, but the bonus was activated; thus, all the winnings generated while a bonus is active are indeed subject to the bonus terms. Consequently, when you requested to cancel the bonus without meeting the wagering requirement, the winnings generated were appropriately deducted in line with the casino rules you accepted upon creating your account.

This or a similar rule or rules can be found in most casinos.

With all this being said, the casino team has acted in accordance with their established rules, and this complaint will now be closed as Unjustified.

I suggest that you take the time to read and comprehend the bonus rules. If you have any uncertainties regarding the rules, please reach out to the casino support team for clarification before claiming any bonus.

Best regards

Michal

Casino Guru