Betiton Casino - プレーヤーは、許可された最大ベットに違反したとして告発されました。

During the weekend I found this casino, I found it interesting because of the deposit bonuses it had, I deposited the minimum amount (7500) I started playing and it looked like any online casino, I wanted to check how much I needed to complete my bonus and I realize that it was not just one but 3 bonuses which asked me to complete 800,000 pesos or more, I began to play little by little, small bets (100 or 200) normally in the games you come across the free spins that appear from from time to time and you also have the option to buy them, when you play with bonuses in some casinos they do not allow you to buy them until the end of the bonus, no matter how much you try they do not allow it but in other casinos they do allow you to buy them even if you have the bonus, In this case, if I was allowed to buy it, then I would start to invest 10,000 from time to time. At the end of the 3 bonds, I was left with a total of 379,900 pesos, clearly I was excited so I started the withdrawal process, although it is not very clear when it comes to wanting to transfer to a bank account (since it is in English and its translation into Spanish is not very clear) I thought that if I was able to fill in my information correctly, I asked how long it would take for that withdrawal to arrive (of all the times I spoke in the chat, they always spoke to me in English regardless of the time) and in 3 to 5 days business days I was going to be available, I verified my information and began to wait, today (4 business days after my request) I find myself with the unfortunate news that my withdrawal was rejected, for the following reason "As established in our bonus policy, Bets placed on any game that abuse the wagering system will not count towards wagering requirements.

We reserve the right to withhold any amount in excess of the player's original deposit from a player withdrawal, if the player placed individual bets equal to or greater than $3,000 or $375 per line, or 15% of the bonus amount prior to meeting the the wagering requirements of the particular bonus." you may think it was a matter of reading the terms of conditions, but still the casinos (or most of the ones I have played in) try not to disadvantage the player in the sense that if you are not allowed to spend more than a certain amount on bets When playing with an active bonus, the options that would make you spend more of it are blocked, this was not the case here, the system did not recognize that lack at the time, so I was not notified of anything, there was no dialogue or some Okay, I just went back into my account and my money was gone, only the amount of 8,000 pesos, clearly I wanted to find a solution since this made me very sorry, I spoke to the casino chat and for the first time they had spoken to me in Spanish , the person who answered me, the only thing he did was tell me "those are the terms and conditions" and closed the chat. They already gave me to understand that I lost that money, even though I asked for options or to be able to talk about it, the illusion that I had during these days waiting for my retirement makes me sad, I even recommended the casino to friends and family but I totally regret it, I stay with the lesson of reading all the terms well, but still this casino has no consideration for its players, not even to block the options that could harm when wanting to withdraw money.

Durante el fin de semana encontré este casino, me pareció interesante por los bonos de deposito con los que contaba, deposite la cantidad mínima (7500) comencé a jugar y se veía como cualquier casino online, quería verificar cuánto me faltaba para completar mi bono y me doy cuenta que no era solo uno si no que 3 bonos los cuales me pedían completar 800.000 pesos o más, comencé a jugar de a poco, apuestas pequeñas (100 o 200) normalmente en los juego te topas con los giros gratis que aparecen de vez en cuando y también tienes la opción de comprarlos, cuando juegas con bonos en algunos casino no te permiten comprarlos hasta finalizar el bono, por mucho que intentes no te lo permiten pero en otros casinos si te permiten comprarlos aun que cuentes con el bono, en este caso si se me permitía comprarlo entonces comenzaba ya a invertir 10.000 de vez en cuando. ya finalizando los 3 bonos quede con el total de 379.900 pesos, claramente me encontraba emocionada entonces comencé el proceso de retiro, si bien no es muy claro a la hora de querer transferirte a una cuenta bancaria (ya que está en inglés y su traducción a español no es muy clara) creí que si pude lograr llenar bien mis datos, consulté cuando tardaría en llegarme ese retiro (de todas las veces que hablé en el chat, siempre me hablaban en inglés sin importar el horario) y en 3 a 5 días hábiles ya iba a estar disponible, verifique mis datos y comencé a esperar, el día de hoy (4 días hábiles después de mi solicitud) me encuentro con la lamentable noticia de mi retiro fue rechazado, por la siguiente razón "Como se establece en nuestra política de bonificaciones, las Apuestas, hechas en cualquier juego, que abusen del sistema de apuesta, no contarán para los requisitos de apuesta. 

Nos reservamos el derecho a retener cualquier monto que exceda el depósito original del jugador de un retiro del jugador, si el jugador realizó apuestas individuales equivalentes o mayores que $3,000 o $375 por línea, o un 15 % del monto de la bonificación antes de cumplir con los requisitos de apuesta de la bonificación en particular." se puede pensar que era cuestión de leer los términos de condiciones, pero aún así los casinos (o la mayoría en los que he jugado) buscan no perjudicar al jugador en el sentido de que si no se te permite gastar más de cierta cantidad en apuestas individuales a la hora de jugar con un bono activo se bloquea las opciones que te harían gastar más de ello, aquí no era el caso, el sistema no reconoció en el momento esa falta entonces no se me notificó nada, no hubo un diálogo o algún acuerdo, solo volví a entrar a mi cuenta y mi dinero ya no estaba, solo la cantidad de 8.000 pesos, claramente quise buscar una solución ya que esto me tenía muy apenada, hablé al chat del casino y por primera vez me habían hablado en español, la persona que me atendió lo único que hizo fue decirme "esos son los términos y condiciones" y cerró el chat. Ya me dieron a entender que perdí ese dinero, pese a que pedí opciones o el poder conversarlo, me pone triste la ilusión que tenia durante estos días esperando mi retiro, incluso recomendé el casino a amigos y familiares pero me arrepiento totalmente, me quedo con la lección de leer bien todos los términos, pero aún así este casino no tiene consideración con sus jugadores, ni siquiera para bloquear las opciones que podrían perjudicar a la hora de querer retirar el dinero.

Dear camilin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"When a bet abuses the betting system, no matter what game it is on, it will not count towards the player's wagering requirements. If the player placed individual bets equal to or greater than CLP$3000 or CLP$375 per line, or 15% of the bonus amount, before meeting the bonus wagering requirements, we reserve the right to withhold from the player's withdrawal any amount that exceeds the original deposit. In addition, if the player deposited via Skrill or Neteller and placed individual bets equal to or greater than CLP$1875 of the bonus amount before meeting the wagering requirements of the bonus, we reserve the right to withhold from the player's withdrawal any amount that exceeds the player's original deposit. If the player placed wagers on any game that contributes 0% to the wagering requirements prior to meeting the wagering requirements of the bonus, we reserve the right to withhold from the player's withdrawal any amount in excess of the player's original deposit."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina:

Along with greeting her and hoping that she is well, I have already learned my lesson and clearly sometimes I made bets that exceeded the allowed limit, even so the bonus terms were short and they gave me 3 bonuses to complete when I only requested one, out of fear to have the voucher taken away, I did not cancel any. As I said in my claim, what bothers me is that the casino has these terms as well as several others, but the difference is that if someone wants to spend more than what is allowed, the casino allows it despite having the bonus, perfectly the system could recognize it instantly and block the option so as not to harm the player, even if the occasion occurs when the player forgets that he is playing with a bonus (since completing almost one million pesos is not so easy and fast) and performs an individual bet greater than what is allowed, all that is won will have been for nothing. Along with what was already mentioned before, the other issue that led him to make my complaint is that the system could easily recognize these faults, notify itself at the moment that the voucher has already been failed and not give false illusions, since it allowed me to be able to register my I withdraw and wait 4 business days full of illusion only to find the bad news that they kept my money. I can understand that I made a mistake, but they have no consideration for the player, unlike other casinos that, in the case of having the same terms, only block the options that could harm you when finalizing a bonus. At this time I already see it as almost impossible for there to be a solution to this, but I just want to show my discomfort in the case since it can happen to anyone, I appreciate the opportunity they gave me to be able to write this and get it off my chest, since it is what only thing i can do it seems.

Beforehand thank you very much.

Estimada Kristina:

Junto con saludarla y esperando que se encuentre bien, ya aprendí mi lección y claramente hice en ocasiones apuestas que superaban el límite permitido, aun así los plazos de los bonos eran cortos y me dieron 3 bonos a completar cuando yo solo solicite uno, por miedo a que me quitaran el bono no cancele ninguno. Como dije dentro de mi reclamo, lo que me molesta es que el casino cuenta con esos términos al igual que varios, pero la diferencia está en que si alguien quiere gastar más de lo permitido, el casino lo permite pese a tener el bono, perfectamente el sistema podría reconocerlo al instante y bloquear la opción para no perjudicar al jugador, incluso si ocurre la ocasión en la que el jugador olvida que está jugando con bono (ya que completar casi un millón de pesos no es tan facil y rápido) y realiza una apuesta individual mayor a lo permitido, todo lo que se gane no habrá servido de nada. Junto con lo ya mencionado antes el otro tema que le llevó hacer mi queja es que el sistema podría fácilmente reconocer esas faltas, notificarse en el momento que ya se falló al bono y no dar falsas ilusiones, ya que a mi me permitió poder registrar mi retiro y espere 4 días hábiles llena de ilusión para sólo toparme con la mala noticia de que se quedaron con mi dinero. Puedo entender el que yo cometí un error, pero ellos no tienen consideración con el jugador a diferencia de otros casinos que en el caso de contar con los mismos términos solo te bloquea las opciones que te puedan perjudicar a la hora de finalizar un bono. En estos momentos ya veo casi imposible que haya una solución de esto, pero solo quiero hacer ver mi malestar del caso ya que a cualquier persona le puede pasar, agradezco la oportunidad que me dieron para poder escribir esto y lograr desahogarme, ya que es lo único que puedo hacer al parecer.

De antemano, Muchas gracias.

Thank you for your reply, camilin. I am afraid that if you breached this rule, there is not much more we could do. I understand your frustration and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not 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.

Sadly, there is not much I 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 contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Dear camilin,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.