BetAmo Casino - プレイヤーのボーナス賞金は無効になりました。

Good afternoon,

About 4 days ago I searched the web for new casino websites and "betamo casino" was widely reviewed as a reliable casino. I saw the had a 'first deposit bonus' up to 100% up to $150. Well I deposited $60 and got $120. I thought I buy 1 bonus game and then Ill cash out but then I came to the conclusion I had to wager $2400 to be able to cash out. Well no argueing about that since that is written in the Terms and Conditions. I played for several hours, with my balance increasing and decreasing until I had accumulated about $1250 and finished my wager amount ( see photo; I wagered over $2400, the bonus requirement ). After that I wanted to cash out but they needed proof of my adres, bank etc. I provided it but they took at least 2 days to review it since the files weren't in the right format ? Well after 2 days I finally got approved but then in the morning I got a message that my winnings got confisticated because they say I broke the bonus terms and conditions ?? This was 2 days AFTER I had already finished the minimal bonus wager amount of 2400 euros!! They say I betted to much with the money I legit won with NO BONUS or any other promotions activated. I really find I've been scammed by this casino since they say I violated the bonus rules AFTER I had already finished it 2 days ago. I'd really like atleast be able to withdrawl my $1250 won AFTER The bonus they say I violated ( what isnt true ). The customer service of this casino is also fake; they say its a live chat but the 'people' you talk to are clearly bots and don't answer my questions. Its ridiculous. Real bad customer service.

Your sincerely

Mika

Dear Mika,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue. Do I understand correctly that you’ve been accused of placing bets greater than the allowed ones while completing bonus wagering?

I carefully checked the Bonus Terms on the website, and this is what I found https://www.betamo.com/promotions:

„The maximum bet with an active bonus is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Betamo reserves the right to confiscate the winnings."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Mika,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.