tether.bet Casino - Pelaajan voitot on takavarikoitu.

tether.bet deducted 1.45 mETH after I completed 70× wagering on games their own system confirmed as eligible (wagering counter visibly moving).

Their support agent Regina admitted:

"a message appears… indicating whether the bonus counts toward the wagering requirements."

Every spin I played showed the wagering counter moving up the casino’s own real-time system confirmed eligibility.

Yet they now claim the same games were forbidden, citing a vague, generic clause that excludes "any slot featuring bonus buy or free

spins" a rule that bans nearly every modern slot (thousands of titles).

My 3 000 EUR win on Cash Crew came after wagering, on a game not on the excluded list, without using bonus buy.

This is unfair, deceptive, and contradicts their own system.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which games did you play while your bonus was active?
• Did you receive any warnings or pop-up notifications informing you that you were about to play an excluded game?
• Could you please forward the conversation between you and the casino’s customer support regarding the confiscation of your winnings to [email protected]?

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

Best regards,

Veronika

Which games did you play while your bonus was active? "Big bazz bonaza"

Did you receive any warnings or pop-up notifications informing you that you were about to play an excluded game? No nothing but excluded games in the terms are blocked from playing I checked."

Could you please forward the conversation between you and the casino’s customer support regarding the confiscation of your winnings to [email protected]? " ok"

Every slot with a freespin feature is excluded.

Dear loseruman

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, Michal ([email protected]). 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.

Kind regards,

Veronika

Hello loseruman,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite tether.bet Casino to join the conversation.

Dear tether.bet Casino,

I would appreciate it if you could provide clarification regarding the confiscation of the player's winnings. The player has indicated that they participated in permitted games and refrained from utilising any special features in certain games.

Furthermore, could you explain why your system permitted the player to access and engage with those games while the bonus was still active?

As long as the player has not gained any unfair advantage, the decision to confiscate the winnings appears to be unjust at this point.

I look forward to your clarification on this matter.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at [email protected]

Seems that they will not be responding 🙁

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 loseruman,

I would like to give you a brief update. I have obtained a response from the casino team, who have provided some details concerning your situation.

Could you please confirm whether you have activated or utilised any special buys or features in the game Big Bass Boxing Bonus Round?

Additionally, how did you calculate the disputed sum of €70000, as this amount doesn't seem to be correct?

I never did a special buy or bonus buy or broke any rules.

Yes that is a typo I am sorry it's should be 7000 euro.

I just spinned with clicks never bought a feature

Dear loseruman,

Thank you for your replies. I am currently waiting for a response from the casino regarding the inquiries I have submitted to them.

I look forward to sharing some clarifying information soon.

Dear loseruman,

I'm in communication with the casino team via email, and among other details, I have received the following information:

Thank you for forwarding the player’s complaint and giving us the opportunity to provide our final position on this matter.

After a thorough internal review of the gameplay, bonus history, and all related transactions of the customer (ru***********[email protected]), we confirm the following:

1. The player activated the Welcome Casino Bonus and was required to complete the wagering requirements exclusively on eligible games.

2. Our Welcome Casino Bonus Terms and Conditions (available at https://tether.bet/bonus/welcome-casino-bonus) explicitly state that games featuring Bonus Buy, any kind of in-game free spins, bonus rounds, or jackpot features are strictly prohibited while an active bonus is being wagered. This rule has been in place for a long time and is clearly communicated to every player before they accept the bonus.

3. During the active bonus, the entire bonus amount was wagered on the Big Bass Boxing Bonus Round. This game includes a bonus-buy feature (direct purchase of bonus rounds) and therefore falls under the category of games that are not permitted while an active bonus is being wagered, as clearly stated in our bonus terms and conditions.

For this reason, all winnings generated on this game during the bonus have been removed in accordance with the applicable rules.

4. Playing on such games while a bonus is active constitutes a clear and deliberate breach of the bonus terms.

According to our published rules, in case of any gameplay on prohibited titles, we are fully entitled to:

- confiscate the entire bonus,

- void all winnings generated during the bonus play,

- and in severe cases confiscate the initial deposit as well.

Despite having every right to void the entire balance, we chose a significantly more player-friendly approach:

- We removed only the 1.45 mETH that was directly connected to the prohibited gameplay and the winnings generated from it.

- All gameplay performed with real (non-bonus) funds was left completely intact and has already been paid out in full to the player.

The player was informed about the exact reason for the deduction both via email and in detail by our support agent, Regina, during live chat. Screenshots and explanations were provided multiple times.

And

Under our Terms & Conditions, we are strictly prohibited from disclosing any account-related or personal information to third parties without the explicit, documented consent of the account holder. Doing so would constitute a direct violation of our contractual and legal obligations regarding data protection. Therefore, any information required for your assessment must be obtained directly from the client.

For clarity, the matter in question relates exclusively to the game Big Bass Boxing Bonus Round. The client engaged in gameplay on a title that is expressly prohibited when wagering with bonus funds and subsequently generated significant winnings from this prohibited activity. The client then continued wagering on the Cash Crew game, seemingly in an attempt to preserve winnings obtained from the prohibited game. This conduct represents a clear breach of the applicable bonus terms and is categorised as bonus abuse.

In line with our Terms & Conditions, winnings derived from prohibited gameplay were removed. The remaining balance, including winnings obtained from Cash Crew, was paid out in full. All information regarding this decision can be requested by the client directly, but cannot be shared with any third party without the client’s express consent.

Has this clarified the situation? For any more in-depth investigation, we require your public consent to permit the casino to share all information and evidence pertaining to your account and gameplay activity. Alternatively, as noted by the casino team, they should be able to supply you with the complete game log, including the bonus history, once you request it. You can then send it to me at [email protected] for an independent assessment.

How would you like to proceed?

Dear loseruman,

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.

Sorry how is this my fault all the slots with freespins are prohibited. This almost 6000 slots. I could open every slot this is not fair play at all?

Do you think this fair for players ?

Michal, Casino Guru team,

Thank you for the continued work on this case.

After reading the casino’s final position, I have to say this publicly and very clearly:

The clause they are relying on prohibits "any slot featuring bonus buy or any kind of in-game free spins, bonus rounds, or jackpot features".

In practice this rule excludes literally 95–98 % of all modern video slots (including almost the entire catalogues of Pragmatic Play, Nolimit City, Hacksaw, Push Gaming, Relax, Play’n GO, etc.).

Big Bass Boxing Bonus Round, Sweet Bonanza, Gates of Olympus, Mental, Wanted Dead or a Wild, Chaos Crew, Cash Crew… all of them have free-spin bonus rounds. They are standard industry slots, not some obscure high-risk games.

Yet:

None of these games were blocked while the bonus was active

The wagering contribution counter was visibly moving on every single spin (their own real-time system confirmed eligibility)

Support agent Regina explicitly told me: "a message appears… indicating whether the bonus counts toward the wagering requirements" → that message always showed it was counting

No pop-up, no warning, no restriction in the client whatsoever

This is the very definition of an unfair and unacceptable term under European consumer law and under most licensing jurisdictions (including Curacao’s new fairness guidelines). A term that:

bans thousands of completely normal slots,

is not actively enforced by the casino’s own platform,

allows the casino to let players wager for hours/days, complete 70× wagering, and then confiscate everything retroactively is nothing more than a hidden trap designed to make every single bonus theoretically voidable at the casino’s discretion.

No reasonable player can be expected to know that practically the entire slot lobby is forbidden when the casino’s own system actively accepts the bets and counts the progress.

This is not "bonus abuse" — this is system-enabled entrapment.

I am therefore formally asking Casino Guru to mark this complaint as unresolved and to issue a strong Fairness Warning (or even Blacklist consideration) against tether.bet for using deliberately predatory and unenforceable bonus conditions that make fair play impossible.

I no longer consent to any further back-and-forth or extensions — the casino had their chance and their justification is indefensible.

Thank you for your time and for standing up for players.

loseruman

Dear loseruman,

While you have raised some valid points, it is important to remember that each casino has the right to determine how they structure their bonuses. They may even choose to allow only one specific game to be played with an active bonus, excluding all others (even if there are thousands). It is standard practice in the industry for the excluded games to be clearly stated in the casino's bonus terms and conditions. Additionally, please keep in mind that you agreed to these terms when you accepted the bonus.

That said, we at the Casino Guru believe it is not ideal or user-friendly to require players to sift through a lengthy list of excluded games. Instead, we think that any games excluded from the bonus should ideally be restricted at the software level, preventing players from unintentionally violating the rules, as appears to be the case with you.

For any more in-depth investigation, we require your public consent to permit the casino to share all information and evidence pertaining to your account and gameplay activity. Alternatively, as noted by the casino team, they should be able to supply you with the complete game log, including the bonus history, once you request it. You can then send it to me at [email protected] for an independent assessment.

How would you like to proceed?

yes

Dear loseruman,

I'm sorry, but I don't fully get your response. Let’s proceed this way: please get in touch with the casino team ([email protected]) and ask them to provide your complete game log, including the bonus history. Once you receive it, kindly forward it to me at [email protected] for review.

Dear loseruman,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru