Betunlim Casino - プレイヤーの賞金が減額されました。

Today 05/04/25 I made a deposit via PIX in the amount of R $ 50.00 which I adhered to a Bonus of 20% of the amount (R $ 10.00) well I did the PIS was credited my amount + the R $ 10.00 bonus I started playing I was not winning anything I had R $ 7.00 of real money I went in the game "Tropical Tiki" I got lucky with a bet of 0.50 and won R$ 483.00 which was credited to my balance and I continued playing I went to another game "5 Lions Reborn" I was playing and when I increased the bet slowly when I placed the bet R$ 2.10 the game stopped I didn't understand then the message insufficient balance appeared, my balance of + /- R$ 550.00 disappeared./- R$ 550,00 disappeared I gave an F5 to see if the site was having a problem but nothing my balance showed R$ 1,70 and the chat answered me to see in the history I went to check and they had taken me -R$ 550,00 then informs me that everything was calculated correctly, for me to read the instructions but for God's sake I was playing I'm sure with my money and they took it without warning when I was playing, I can't accept this help me please that the amount be returned to my balance, thank you.

Hoje dia 04/05/25 fiz um depósito via PIX no valor de R$ 50,00 que aderi a um Bônus de 20% do valor (R$ 10,00) pois bem fiz o PIS foi creditado o meu valor + os R$ 10,00 DE bônus comecei a jogar não estava ganhando nada tinha R$ 7,00 de dinheiro real fui no jogo "Tropical Tiki" dei sorte na aposta 0,50 ganhei R$ 483,00 foi creditado ao meu saldo e continuei a jogar fui em outro jogo "5 Lions Reborn" estava jogando e quando aumentando a aposta devagar quando coloquei na aposta R$ 2,10 o jogo parou não tinha entendido ai apareceu a mensagem saldo insuficiente, meu saldo de +/- R$ 550,00 sumiu dei um F5 para ver se o site estava com problema mais nada o meu saldo mostrava R$ 1,70 e o chat me responde para eu ver no histórico fui verificar e tinham me tirado -R$ 550,00 ai me informa que tudo foi calculado corretamente, para eu ler as instruções mais pelo amor de Deus eu estava jogando tenho certeza que com o meu dinheiro e tiraram sem aviso quando estava em jogo, não posso aceitar isso me ajuda por favor que me seja devolvido o valor ao meu saldo, obrigada.

Dear Pupi56,

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

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

• Would you be able to share supporting evidence of the balance being reduced, such as screenshots of your gaming history?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

I'm forwarding a screenshot of the history for evaluation. I don't understand why all this

money was taken from me at once, interrupting my game.

Estou encaminhando captura da tela do histórico para avaliação, não entendo porque me foi tirado todo este

montante de uma vez só interrompendo meu jogo.

Thanks for your reply.

Have you contacted casino support and asked for an explanation as to why your balance has been reduced?

Send emails or chat transcripts confirming your attempts to resolve the issue to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

Hi Tomas, do you have any news about my problem with the Betulim casino? So far no notification from them?

Olá Tomas tem alguma novidade sobre a minha ocorrência com o casino Betulim? Até agora não veio nenhuma notificação deles?

Tomas, what's up!

no news on the return of Casino Betunlim?

Tomas, tudo bem!

nenhuma novidade com relação ao retorno do Casino Betunlim?

I apologize for any misunderstanding.

However, to proceed, we'll need to make sure you tried to contact the casino yourself and tried to resolve the issue.

If you haven't contacted the casino support regarding the issue, please make sure to do so. If the casino won't satisfactorily resolve the issue, please forward the interaction you had with support regarding the issue. I apologize for the inconvenience.

Forward the information to my email at tomas@casino.guru

Hi Tomas, how are you?

All my contact with the Betunlim casino was via live chat, I have no way of passing on the conversation to you. I know that one swallow doesn't make a summer, but I'm going to keep trying because I didn't think the casino's attitude was fair.

Olá Tomas, tudo bem?

Todo o meu contato com o casino Betunlim foi através de chat ao vivo não tenho como lhe passar a conversa é aquilo que relatei a você sei que uma andorinha não faz verão mais vou continuar tentando porque não achei justo a postura do casino.

Thanks for your reply.

• Could you please explain what bonus you accepted and what its rules were?
• Did you complete the wagering requirements of the bonus?
• Were the winnings capped due to bonus terms and conditions being applied, or were the winnings removed due to a breach of any rules?
• How much did you wager before your winnings were removed?

If you have any other supporting evidence, please forward it to my email at tomas@casino.guru

Dear Pupi56 and Tomas. Greetings. Let me clarify the player's complaint. At the time when the user received the bonus, we had old terms and conditions. And the maximum amount that could be credited to the player's balance after wagering the bonus was x1 of the bonus amount. Since the amount of the bonus was 10 R$, after wagering this amount (10 R$) was credited to the user's balance, after which he continued to play and used the funds for further play in the casino. At the moment we have significantly increased the maximum amount that can be credited to the player's balance after wagering the bonus, and now it is x10 of the bonus amount. 

That is, previously, if the amount of your bonus was equal to 10 R$, then after wagering on your balance credited 10 R$, and the rest of the bonus funds burned. 

Example 1: The bonus amount is 10 R$, after wagering there is 200 R$ on the bonus balance. 10 R$ are transferred to the main balance, 190 R$ are burned, as the amount that can be credited to the player's balance after wagering the bonus, was x1 of the bonus amount, namely 10 R$, and these funds are available both for withdrawal and for continuing the game.

 Example 2: The bonus amount is 10 R$, and after wagering there is 9 R$ left on the bonus balance. 9 R$ are transferred from the bonus balance to the main balance, and these funds are available both for withdrawal and for continuing the game.

Now, if your bonus amount is 10 R$, then after the bonus wagering is completed, the maximum amount that can be credited to the player's balance is x10 of the bonus amount, i.e. 100 R$. 

Example 1: The bonus amount is 10 R$ , after wagering there is 200 R$ left on the bonus balance. 100 R$ are transferred to the main balance, 100 R$ are burned, as the amount that can be credited to the player's balance after wagering the bonus is x10 of the bonus amount, that is 100 R$, and these funds are available for withdrawal and continuation of the game.

 Example 2: The bonus amount is 10 R$, after wagering the bonus balance is 90 R$. 90 R$ is transferred from the bonus balance to the main balance, and these funds are available both for withdrawal and for continuing the game.

Okay, we can't argue about rules being rules, so I'm closing the call.

Tomas, thanks for your help.

Ok não dá para discutir regras são regras sendo assim encerro o chamado.

Tomas obrigada pela ajuda.

We’ve closed this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.