BetBeast Casino - プレイヤーの賞金は没収されました。

Hello, I've spent a huge amount of money at this casino. They gave me a €23 cashback, which gave me a winnings of €800. Now they're refusing to pay me back, saying I've exceeded the betting limit, even though that wasn't stated anywhere. It wasn't a bonus; it was a cashback with no wagering requirements. They've kept all the money. It's not fair.

Buenas, he gastado muchísimo dinero en este casino, pero mucho. Me hacen un cashback de 23 euros. Con el que consigo una ganancia de 800 euros. Ahora se niegan a pagarme dicen que he superado el limite de apuesta, cuando en ningún momento ponía eso en ningún sitio. No era un bono era un Cashback sin requisitos. Se han quedado con todo el dinero. No es justo.

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.

Dear Isaaksaw,

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:

2.6. The maximum bet with an active bonus is 5 EUR, 5 USD, 5 CAD, 5 AUD, 5 NZD, 25 PLN, 25 BRL, 50 NOK, 50 ZAR, 250 RUB, 250 INR, 500 JPY unless the conditions of a bonus state otherwise. This includes double up wagers after the game round has been completed, for example, wagering winnings from a game round on red/black, and also in-game bonus features that can be purchased. Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, BetBeast reserves the right to confiscate the winnings.

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 attila.g@casino.guru.

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

Additionally, could you please attach a link to the promotion you have played with? Were there any wagering requirements for the cashback?

Thank you in advance for your reply.

Best regards,

Attila

Dear Isaaksaw,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Isaaksaw,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila