Online casino prevents the user from fulfilling the rollover so that he cannot withdraw the winnings

I will tell my story with BURNINGBET.COM online casino (Service operates under the License No. 8048/JAZ issued to Antillephone, Authorized and Regulated by the Government of Curacao.)

I'm a sports bettor, but the story I'm about to tell can happen to casino players too.

What Burningbet casino is doing to me is an old tactic that I've been a victim of a few times at other casinos and I'm sure many will identify with.

They lured me in with a generous welcome bonus of 100% up to 300 euros for sports betting. OK. I deposited 300 euros and received another 300 as a sports bonus.

I like to bet high. I usually place bets by combining several selections on the same ticket. Last night (21/03/2022) luck smiled on me and after risking my real balance a few times I managed to win (with my bonus balance) two bets of 50 euros with odds over 20.00 (50 euros X odds) 20.00 = 1000).

My bonus balance has risen to over 2,000.00 euros. But I still needed to fulfill another 3,000 euros of rollover.

To my surprise, this morning I log into my account and find that my maximum bet had been capped at €0.15. That's right, 15 euro cents maximum bet. As I still have more than 2,000 euros of rollover to fulfill, this means that I would need to place another 13,000 bets in a period of less than 4 days.

I WILL REPEAT: 13 THOUSAND BETS IN LESS THAN 4 DAYS.

As there are no 13,000 sporting events in the next few days this makes my rollover totally impossible. And with my rollover becoming impossible, I won't be able to withdraw a single cent of my winnings.

These thugs have the perfect excuse not to pay me.

They will simply claim that since I didn't complete the rollover in time, my bonus balance has expired. But they won't mention that I only missed the rollover because I was prevented from doing so by the absurd limitation of 0.15 euro cents.

I didn't break any bonus rules and I'm entitled to receive this amount, because I also risked my real balance many times. As I won with the bonus I could have lost everything and in that case they would not refund my real money.

I'm not going to give up that easily on something I'm entitled to receive.

I've tried to argue directly with them via chat. But they play dumb and show no interest in tweaking things a bit.

I know the next step must be a direct complaint to the regulator to which the casino is linked in Curacao.

From what I understand the email address of the regulatory body of this casino is complaints@gaminglicences.com , but there is a user here on the site who says he was better served in his complaint against a site regulated by that same body when he sent a complaint to compliants@emoore.com .

Can anyone help me with any tips?

There's no wonder they have so bad reputation according to our website. What you described clearly shows they try to do everything to make sure you won't manage to wager the bonus, but at the same time, they can tell the licensing authority that you simply didn't wager it according to their terms and conditions.

Considering my previous experience with that specific authority, I'm afraid they'll accept the reasoning from the casino. I also asked my colleague to find the best possible way of contacting them. He should contact you here soon.

Hello Pablo.

Thank you very much for sharing your experience. Since the Burningbet Casino is licensed with Antillephone, please, follow the steps below.

Send an email to complaints@gaminglicences.com, containing your personal information (full name, your country of residence, your age). Your complaint should mention the casino name, username and detailed explanation of the issue. Do not forget to attach all useful files and documents that sustain your claims.

After, you should just wait for a response. Be aware that it can be time-consuming (weeks, in unique cases even months).

I would highly appreciate it if you can inform us about the outcome.

Thank you Jozef. I am doing this.

I created another discussion thread where I will inform each step of my complaint. Hope this can help other users in the future.

I already had all my complaint about the limitation of my bets prepared to send to the email complaints@gaminglicences.com.

All arguments, screenshots and documents were prepared for me to submit and initiate the claim. But just at that moment the casino banned my account and came up with another way to keep me from getting what I deserve.

This time they accuse me of breaking the 3.29 rule of the Burningbet sports rules.

Now, in addition to complaining against the limitation of my bets, I will have to defend myself against another accusation from the casino.

I asked Burningbet Casino to send me more information about the accusation they made and they promised to send it on Monday. So that I can produce my defense and attach it to the complaint.

I will need more time to prepare my defense and send it to the regulatory body, I will probably only send the complaint at the end of next Monday (28/03).

I can ask a question? I've read very bad things about the Antillephone regulatory body. From your experience, do you think a well-crafted defense can give me any chance of getting my money? Or is Antillephone really a regulatory body that invariably leans its decisions in favor of casinos?