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Complaint Title: Confiscation of winnings due to hidden weekly session limits by BETON casino (User ID: 5073150)

Description:

I am a VIP player at BETON casino (operated by LLC "CITYCODE"). I activated a deposit bonus and completed 90% of the wagering requirements. However, the system suddenly blocked my access and confiscated my entire balance and wagering progress.

The casino support stated that the bonus was voided because I reached the weekly responsible gaming time limit established by Ukrainian law. My complaint is not about the existence of the law itself, but about the predatory design and lack of transparency in the casino's software interface (Dark Patterns):

Information regarding my remaining weekly time limit was completely hidden deep inside the account settings. While my daily and monthly limits were active and valid, the weekly time counter was invisible, leaving me with no tools to track it on the main page, bonus page, or deposit screens.

The casino smoothly accepted my real money deposit for a service that was technically impossible to complete. The system allowed the transaction despite "knowing" that my weekly limit would expire before the wagering could realistically be finished. This is a clear case of misleading the consumer.

The bonus and real balance were automatically wiped out at 90% completion, causing a direct financial loss solely due to the lack of clear interface indicators.

Deliberate delays by the casino: I officially contacted BETON customer support for assistance well before the promotion expired. At that exact moment, there were more than 20 hours remaining before the bonus and my almost fully wagered winnings would vanish. The casino had plenty of time to resolve this technical issue or offer a solution, but they deliberately delayed the process until the system automatically wiped out my funds.

According to the bonus terms, the maximum cashout limit (Max Win) was 15 000 UAH. The casino support has completely refused to offer any fair compromise or compensation, repeatedly using automated template responses.

Desired Outcome:

I demand that BETON casino restores my legitimate winnings of 15 000 UAH directly to my real balance, or issues a compensatory individual bonus of 15 000 UAH with a symbolic 1x wagering requirement.

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify how much you deposited and how much was the initial bonus contribution? (%)
• How much was the wagering requirement?
• How much was your balance at the time your account was blocked?
• Is your account accessible again?
• Has the casino specified how much is the daily, weekly and monthly allowance set by law?
• Is there any way to increase these limits?
• Any further evidence please forward to my email at tomas@casino.guru or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for taking my case. Here are the precise answers to your questions based on my account records:

Deposit and Bonus %: I deposited 5,000 UAH. The bonus match was 100%.

Wager Requirements: I had almost fully completed the wagering requirement. At the exact moment the system cut me off and cancelled the bonus, there was only 6,892 UAH of the wager left to clear.

Balance at the moment of blocking: My active balance at the moment of blocking was exactly 20,229 UAH. According to the specific terms of this promotion, the maximum clean cashout (Max Win) is capped at 3x the deposit amount, which equals 15,000 UAH. This is the exact amount I am disputing.

Account Availability: Yes, my account is accessible now because my weekly limit has just reset on Monday. However, the casino completely voided my active bonus progress and wiped out the 20,229 UAH balance, refusing to restore it or issue any fair compensation.

Limits specified by the casino: The casino did not provide any clear tracking tools, counters, or warnings on the main screen or bonus page beforehand. Only after the unfair confiscation, the support stated that the weekly gaming time limit was reached, while my daily and monthly limits were still active and valid.

Increasing the limits: No, according to the casino support, these weekly limits are strictly hard-coded into their system based on national responsible gaming laws and cannot be increased or bypassed manually.

I am also forwarding the screenshots of the casino's final refusal from our Telegram chat, along with my balance details, to your email (tomas@casino.guru).

Thank you for your help!

Thanks for your reply and the detailed explanation.

Could you please specify how many play sessions it took for you to reach the wagering level?

Could you please describe in more detail how long you played on the days the bonus was in play?

Do I understand correctly that this is the timer counting down to the expiration of the bonus?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sergio2300,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas