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I placed a bet on the number 6 in the live roulette game with multipliers, and the result was 6 with a 1000x multiplier. The result was a 5000€ win.

I tried to cash out and after a short time the money was confiscated according to a rule in the regulations.

Rule. No outside bets on more than 64% of the numbers.

In the bet I made I didn't even have 1ct in any outside bet and they use this argument to have taken my money.

It's a real rip-off what bettilt is doing to users in Portugal.

Conta pddmtt2019@gmail.com

Bettilt.com

Efetuei uma aposta no numero 6 no jogo de roleta de ao vivo com multiplicadores, em que o resultado foi 6 com multiplicador 1000x. Resultado 5000€ de ganho.

Tentei levantar e passado pouco tempo o dinheiro foi confiscado segundo uma regra do regulamento.

Regra. Proíbe a realização de apostas externas em mais do que 64% dos números.

Na aposta que fiz nao tinha nem 1ct em qualquer aposta externa e usam este argumento para me ter retirado o dinheiro.

É um autêntico roubo o que a bettilt anda a fazer aos utilizadores em Portugal.

Dear Jharden,

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

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

• Could you please clarify whether you played with bonus money or not?
• Have you passed account verification in the casino?
• Could you please forward the communication from the casino in which the accusations against you are specified?
• Share the information here or send it to my email at tomas@casino.guru

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

Good morning,

I am sending you the images and the email that was sent to me after I tried to withdraw the winnings and they were refused.

The bets were placed with a Real balance, without any € bonus.

My account is fully verified, I've been a user for 5 years and I've been through several identification processes.

1- That day, after playing other live casino games, I entered roulette XXX and placed two bets, this being the second bet, unrelated to the first, they were two totally random bets, therefore without any pattern or repetition.

2- I entered the page of the same game without any problem, placed the bets and they were considered accepted, the amount spent on the bet came out of my balance and the game went on normally until I got the 1000x result on number 6.

3- the live roulette game is not one of my favorite games, I've been playing at bettilt for over 5 years, even though it's not my favorite game, I've played it several times. I've never played with any scheme, but I've placed similar bets several times, almost always at a loss, because it's a roulette game conditioned by multipliers, where the win is not €1-€36 when you hit a single number, but €1-€19. In other words, betting on numbers makes it much more difficult to get a return and the probability of winning with bets on numbers is much lower. This roulette is worth it for its appealing multipliers, which as usual require a lot of luck to hit the number and a multiplier at the same time.

3- I tried to make a withdrawal and it was refused after a few hours with the reply email that is attached.

4- the account was then blocked and I was unable to access it.

5- I had a balance of 524€, deducting the 125€ bet, I would have 399€ if I had a real balance.

6 - in the email they say they confiscated all the winnings related to the bet, including the real balance I had. They didn't even bother to understand the amounts in question. They immediately and mercilessly withdrew all the money from my account.

7- after much insistence and without any further response via email (the arguments I'm using here I sent by email) I managed to speak to a person in charge who went by the fictitious name of Susana and who, after much insistence, realized the error and activated the account with a real balance of 399€, which was what I had, but that the 5000€ confiscated could not be returned and that I had to wait for a response from the legal department, sometimes called the ombudsman, sometimes the account manager.

8- account reopened, I was finally able to access the game history and the bet in question.

9- after reading and re-reading the rule stated in the email, I clearly concluded that it cannot apply to the bet I placed.

"Any combination of outside bets on roulette that covers 24 or more (64%) of the 37 unique number points on the table is strictly prohibited" giving the example of betting on red and black simultaneously which covers 36 of the 37 possible outcomes.

The rule is clear in stating that the combination of outside bets is prohibited.

Let's look at the definition of an outside bet: all bets outside the main playing area, including black, red, odd, deuce...

On any site this is the definition, I even asked gpt chat for the pro version and it is clear in the definition of outside bet.

10- After checking the rule word for word, it turns out that it can't apply to the bet in question because no € has been wagered on outside bets.

The images are available, just check.

I've been waiting for a resolution since June 27.

Yesterday morning, via chat, they told me that the decision taken in a few hours to withdraw the money was irreversible and that they had been preparing a response to justify the decision since the 27th... Even after sending my reply, I'm 100% sure I'm right. I've shown them, I've asked for their opinion and they all say I'm right.

Bom dia,

Envio as imagens e o email que me foi enviado após tentar levantar os ganhos e os mesmo terem sido recusados.

As apostas foram realizadas com saldo Real, sem qualquer €€ em bónus.

A minha conta é totalmente verificada, já ha 5 anos que sou utilizador e já passei por vários processos de identificação.

1- Nesse dia após ter jogado em outros jogos de casino ao vivo, entrei na roullette XXX e efetuei duas apostas, sendo esta a segunda aposta, nao estando relacionada com a primeira , foram duas apostas totalmente aleatórias , portanto sem qualquer padrão ou repetição.

2- Entrei na página desse mesmo jogo sem qualquer problema, efetuei as apostas e as mesma foram consideradas aceites, o gasto da aposta saiu do meu saldo e a mesma decorreu normalmente até obter o resultado de 1000x no número 6.

3- o jogo de rouleta ao vivo não é dos meus jogos de eleição, já jogo na bettilt há mais de 5 anos , mesmo nao sendo de eleição já joguei várias vezes neste jogo. Nunca joguei com qualquer esquema, fiz apostas parecidas por diversas vezes, quase sempre com prejuízo, pois é uma rouleta condicionada pelos multiplicadores, em que o ganho não é 1€-36€ ao acertar num numero único, mas sim de 1€-19€. Ou seja apostar em número torna-se muito mais difícil obter retorno e a probabilidade é muito mais baixa de ter ganhos com apostas em número, esta rouleta vale-se pelos seus multiplicadores apelativos, que como normal é preciso muita sorte para acertar no número e num multiplicador em simultâneo.

3- efetuei tentativa de levantamento e o mesmo foi recusado passadas poucas horas com o email de resposta que está em anexo.

4- a conta nesse momento foi bloqueada nao conseguindo ter qualquer acesso á mesma.

5- tinha em saldo 524€, deduzindo a aposta de 125€ , ficaria fom 399€ se saldo real

6 - no email dizem que confiscaram todos os ganhos relativos á aposta incluindo o saldo real que tinha. Nem se deram ao trabalho de perceber os valores em questão. Foram imediatos e impiedosos a retirar todo o dinheiro da minha conta.

7- após muita insistência em sem obter mais qualquer tipo de resposta via email (Os argumentos que estou aqui a usar enviei por email) consegui falar com uma responsável que tinha o nome fictício de Susana e que após muita insistência percebeu o erro e ativou a conta com 399€ de saldo real que era o que tinha, mas que os 5000€ confiscados nao conseguia devolver e que tinha de aguardar resposta do departamento jurídico, outra vezes apelidam de provedor, outra vezes gestor de conta.

8- conta reaberta, finalmente consegui aceder ao histórico de jogo e consegui ter acesso á aposta em questão.

9- após ler e reler a regra enunciada no email , conclui com clareza que a mesma nao se pode aplicar á aposta que eu efetuei.

" Qualquer combinação de apostas externas em rouleta que cubra 24 ou mais (64%) dos 37 pontos de números únicos na mesa é estritamente proibida" dando o exemplo de apostar em vermelho e preto em simultâneo que cobre 36 dos 37 resultados possíveis.

A regra é clara ao afirmar que a combinação de apostas externas é proibida.

Vamos á definição de aposta externa, sao todas as apostas externas á area de jogo principal, em que se inclui preto vermelho, par impar, duzias...

Em qualquer site é esta a definição, até pedi ao chat gpt versão pro e é claro na definição de aposta externa.

10- concluída a verificação palavra a palavra da regra conclui-se que a mesma nao se pode aplicar á aposta em questão pois não foi apostado qualquer € em apostas externas.

As imagens estão disponíveis é so verificar.

Aguardo desde dia 27 de Junho a resolução.

Ontem de manha via chat disseram me a decisão tomada em poucas horas retirar o dinheiro era irreversível e que estao desde dia 27 a preparar a resposta para justificar a decisão... Mesmo após ter enviado a minha resposta com 100% de certeza que tenho razao. Já mostrei , ja pedi pareceres e todos me dão razão.

Thank you very much, Jharden, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 Jharden,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bettilt Casino to join the conversation and participate in the resolution of this complaint.

Dear Bettilt Casino,

Can you please provide further clarification regarding the confiscation of the player's winnings? Which bets in question have resulted in this decision?

Kind regards,

Adam

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 Jharden,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them, you can do so here https://www.gamingcontrolcuracao.org/contact.

I am sorry I could not be of more help on this occasion.

Best regards,

Adam