Bets.io Casino - プレイヤーの賞金は没収されました。

Hello

I made a deposit of 0.0570147 ethereum on Saturday the 10th of August (approx 150usd equivalent) I deposited to participate in the websites weekly weekend 50% reload offer. I received approximately 0.02850735 ethereum as a bonus. With this wagering requirement there was a 40x wagering requirement. I completed the wagering on 11th of August and requested a withdrawal of  0.05148606 ethereum (this is approximately 135 in usd). I received an email today (12th of August) informing me that my cash out request has been cancelled and that my winnings have been confiscated and that my account has been closed. The email cited that I was in breach of clause 15 of their AML terms. I checked their terms, there is no clause 15. I emailed for clarification and they have stated that I am in breach of clause 1 and 2 of their additional bonus terms:

1.It is forbidden to abuse any bonus offers available in the Casino. If any such cases are detected, the Casino reserves the right to seize any winnings gained as a result of bonus abuse and prohibit the Player from claiming any bonuses in the future.

2.Bonus abuse is the ratio of the bonus funds percentage to the number of deposits: 70% of bonus funds with 5 deposits, but not more than 9 deposits; or 50% of bonus funds with 10 deposits or more. In case of identifying such abuse, Casino has the right to prohibit the Player from receiving or using any bonuses and to cancel any winnings obtained with the bonus funds, both while wagering and after it

i have only deposited to the website twice. So I don’t see how item 2 applies. Item 1 is incredibly vague and the casino is not being forthcoming with how I have breached this clause.

During my bonus play, I played on the slot burning ice, my spins were no more than .5 mETH per spin. This slot game is not listed as an excluded game and my spins were under the maximum spin amount. Therefore I believe bets.io has unfairly confiscated my winnings (which were less than my deposited amount).

My account was not verified as there was no option to verify the account prior to withdrawal, but I am more than happy to submit my proof of ID and address

thank you for your assistance with this dispute

Dear waikika,

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

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

• Could you please send me the email specifying the allegations against you? My email is tomas@casino.guru
• Did you accept any bonus with your first deposit, such as a welcome deposit bonus, please?

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

Best regards,

Tomas

Dear Tomas

i have just sent you an email with screenshots of my email correspondence with bets.io support team.

Yes when I signed up with bets.io I accepted a welcome first deposit bonus. This was a 100% deposit bonus.

bw

Dear Tomas

Since submitting my complaint I have received an email from bets.io that my account has been reinstated, and my withdrawal attempt has now been approved. I am therefore happy to say that the matter has been resolved and that this complaint can be closed. Thank you for your assistance! I have attached a screenshot confirming the account has been reopened 

Dear waikika,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Bets.io Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru