The player from Greece has been accused of breaching bonus terms by placing a single bet greater than the allowed one. Therefore, his winnings were confiscated. Since we didn’t receive any additional information from the player regarding an actual outcome from the Licensing Authority, we ended up rejecting the complaint in our system.
BetRebels Casino GR - Player’s bonus winnings have been voided.
Amount: €75,000
BetRebels Casino GR
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.4
BetRebels Casino GR has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
4 years ago
Public
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5 years ago
Translation
Please help me pay a big win of 75,000 euros.
I made a deposit of € 100 and received a 100% bonus.
I started playing with bets from 0.25 to 2 euros. After that, in the Punk Rocker - Mob slot machine from iSoftbet I started buying freespins bonuses. Then I went to the Extra Chilli Mob slot from Quickfire and also bought bonus features. In the end, I was very lucky in the Dead or Alive 2 slot machine from the NetEnt provider with a bet of 1.8 euros per spin - I won 75,000 euros.
1. This victory from me is recorded in the video ( https://youtu.be/vheHzx55GDA ). Now turn the problem emerged after winning a huge amount in Dead or Alive 2. Under the terms of the casino betrebels, in accordance with paragraph of https://www.betrebels.gr/promotions/casino/welcome-bonus rules .
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Head of Complaint Resolution Center
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5 years ago
Translation
Additional comments from the player:
"
"
The fact is that I did not exceed the real limit of 5 euros. All my bets were up to 2 euros for 1 round of play. The total bet for my deposit of 100 euros + 100 bonuses, was 9000 euros. After I won the Dead or Alive 2 of € 75,000 (with a bet of € 1.8), all my winnings were immediately confiscated and left my initial deposit of 100 €.
The casino immediately found a reason to confiscate the money, namely: The purchase of the "bonus function" is equivalent to a bet, so they believe that the conditional game he bought conditionally on the slot machine Extra Chilly in the amount of 30 euros (at the actual rate 0.60 euros for 1 round of play) is considered exceeding. This is a misinterpretation of the rules, because the unity of conditions for bonuses nowhere stipulates that they buy the bonus feature - it is forbidden when the active bonus. It is reasonable to assume that "my real bet when buying the operating bonus was no more than 2 euros from all the bonus features purchased". In most other casinos where I have played when I play with an active bonus feature, it is forbidden to buy the bonus function and therefore it is impossible to enter the slot with such an option. In my opinion, these are the most transparent rules and absolutely fair to the customer. In the case of Betrebels Casino - it is a direct misleading customer and their interpretation of the bonus rules, ie paragraph 4, is considered depending on their wishes and intentions (to pay the player or not). In fact, after buying the bonus features, my balance was around 500 euros. The betting rate of the active bonus at that time was about 30%. My huge victory in the Dead or Alive 2 slot machine was completely legal (I didn't buy the bonus feature on this slot machine) according to the general rules of Betrebels casino. The fact is that I didn't exceed the real limit of 5 euros. All my bets were up to 2 euros for 1 round of play. The total bet for my deposit of 100 euros + 100 bonuses was 9000 euros.
After I won the Dead or Alive 2 of € 75,000 (with a bet of € 1.8), all my winnings were immediately confiscated and they left my initial deposit of € 100.
The casino immediately found a reason to confiscate the money, namely: The purchase of the "bonus function" is equivalent to a bet, so they believe that the conditional game he bought conditionally on the slot machine Extra Chilly in the amount of 30 euros (at the actual rate 0.60 euros for 1 round of play) is considered exceeding. This is a misinterpretation of the rules, because the unity of conditions for bonuses nowhere stipulates that they buy the bonus feature - it is forbidden when the active bonus. It is reasonable to assume that "my real bet when buying the operating bonus was no more than 2 euros from all the bonus features purchased". In most other casinos where I have played when I play with an active bonus feature, it is forbidden to buy the bonus function and therefore it is impossible to enter the slot with such an option. In my opinion, these are the most transparent rules and absolutely fair to the customer. In the case of Betrebels Casino - it is a direct misleading customer and their interpretation of the bonus rules, ie paragraph 4, is considered depending on their wishes and intentions (to pay the player or not). In fact, after buying the bonus features, my balance was around 500 euros. The betting rate of the active bonus at that time was about 30%. My huge victory in the slot machine Dead or Alive 2 was completely legal (I didn't buy the bonus feature on this slot machine) according to the general rules of Betrebels casino. "
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Head of Complaint Resolution Center
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5 years ago
Translation
Additional comments from the player:
"The bet was 1.8 euros (with a maximum of 5 euros). I don't understand why Betrebels casino is so disrespectful and careless in confiscating my money. Buying a bonus feature - technically allowed in this casino, also repeat - the rules They don't have a single item to ban it. I would also like to note that in other casinos, when the active bonus is available in the slot machine with the purchase bonus feature, I always have my winnings and so far I have not had such a problem because Bonus mode is not the real bet for 1 round of the game. Buying the bonus feature is actually a risk and saving time compared to the regular bonus I can catch at a distance of about 100 revolutions. The bonus feature costs x100 from my bet Example: I buy the bonus bonus function with a 0.25 cent bet, the cost of the function is x100, respectively 25 euros. The real bet for each round the bonus is also 0.25 cents. Do you know what I'm talking about? I have not violated the rules of Betrebels casino in any way. My € 75,000 win is perfectly legal. I also asked NetEnt to publish the situation and help me win a fair victory. As the curators of Betrebels Casino, I ask you to help me get my money's worth. I am ready for any constructive negotiations, providing data, passing any kind of verification and public coverage of the problem. "
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Head of Complaint Resolution Center
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5 years ago
Dear Κοσμ??,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.betrebels.gr/promotions/casino/welcome-bonus:
? The maximum bet allowed when using a bonus (until wagering requirements are met) is €5 per spin and 50c per bet line."
Could you please confirm that you have deposited €100 and advise how much you paid for bonus features? Ideally, please forward your game history to [email protected]? If there’s any relevant communication between you and the casino, please forward it too. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
PS: the video is not accessible on youtube.com, it seems as it’s been removed.
Best regards,
Petronela
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Head of Complaint Resolution Center
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5 years ago
Thank you Kosmas for forwarding the relevant screenshots. Could you please confirm that you have deposited €100 and advise how much you paid for bonus features,? On the second screenshot it says: "Casino Welcome Bonus, status Cancelled" Who has cancelled it?
Please understand that the requested information is essential if we wish to proceed with this case.
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5 years ago
Translation
sr, 17 June. 2020, 10:32 Paul < [email protected] >:
Start Time: 06-17-2020 10: 23: 34End Time: 06-17-2020 10:31:40
Transcripts: If you don't want to wait, please click here to leave us a message. Representative Paul was connected to the chat. [10:23:41] Paul:: kalhmera sas [10:23:43] Paul:: parakalw [ 10:24:02], Kosmas:: Good morning, I would like you to send me the entire history of my games and deposits in an envelope [10:24:22] Paul:: ola einai mesa ston logariasmo sas [10:24: 36], Kosmas:: I'm from my smartphone and it doesn't show me it's all empty [10:24:53] Paul:: fenonte an alaksete hmerominies [10:25:06] Paul:: thn katagelia sas thn exete kanei idi [10 : 25: 13], Kosmas:: I'm not stupid I did it it doesn't show me anything [10:25:16] Paul:: apla perimenete nea apo thn egor [10:25:22] Paul:: kalh sas mera [10 : 25: 46], Kosmas:: Are you serious [10:26:00] Paul:: parakalw? [10:26:07] Paul:: gnorizomaste? [10:26:13] Paul:: pws milate etsi? [10:26:17] Paul:: se pion milate? [10:26:26], Kosmas:: I'm talking to you, I asked you for something [10:26:35], Kosmas:: And you answer me like I'm rubbish you understand [10:26:41], Kosmas: Για μαζ?ψου λ?γο [10:26:53] Paul:: kalh sou mera [10:26:57] Paul:: xalarose [10:27:06] Paul:: mpes eki pou exoume pei na ta deis ola [10:27 : 15] Paul:: kai meta afou xalaroseis [10:27:21] Paul:: ksana ela na milisoume [10:27:27] Paul:: den se prosbalame [10:27:40], Kosmas:: You probably you don't understand so i told you that i came in and it doesn't show me anything. [10:27:50], Kosmas:: I ask you again to send me what I asked you and nothing more [10:28:17] Paul:: kai klinontas sas exoume apanthsh [10:28:19] Paul:: oti [10:28:27] Paul:: an pate sthn drastiriotita sas [10:28:32] Paul:: kai stis katatheseis sas [10:28:37] Paul :: kai alksete hmerominies [10:28:41] Paul:: tha ta dit ola [10:28:47] Paul:: kati allo se esas [10:28:52] Paul:: den exoume na stiloume [10: 28:58] Paul:: oti einai na stilopume [10:29:00], Kosmas:: And I tell you again that I went and did it and it doesn't show me anything it's all white [10:29:01] Paul:: tha stiloume [10:29:08], Kosmas:: And last time you sent me [10:29:10] Paul :: eki pou exete kanei thn katagelia sas [10:29:20] Paul:: ti den katalabenete apo ola ayta? [10:29:36], Kosmas:: You don't understand I went to my account in History and it doesn't show me anything [10:30:26], Kosmas:: You are on kleisimoThe transcript will be sent to "[email protected] . DETERMINE THE CONNECTION BEFORE ONE HOUR OF PERIPO
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5 years ago
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Sorry I wasn't careful with your question who canceled the bonus?
we canceled the bonus after they reduced my profit to 76,000 euros and returned my initial deposit of 100 euros
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5 years ago
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In the punk rocker game of no limits city, each purchased bonus contains 8 spins.
And in the extra chilli of big time gaming
Each purchased bonus has 8 spins and allows you to risk turning the wheel and multiplying the spins.
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Head of Complaint Resolution Center
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5 years ago
Dear Kosmas,
Firstly, I would like to apologize for a delayed reply. We have checked your case thoroughly and investigated all the relevant information, unfortunately, I have to inform you that we agree with the casino’s decision.
Buying Free Spins Bonuses was considered as breaching max bet rule. Even if you split the amount between separate spins, your single bet would be greater than the one allowed during the bonus play.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. If you don’t agree with my decision, I could suggest contacting the Malta Gaming Authority by following the link below:
https://ecogra.org/ata/dispute.php
Please use this complaint as a reference when you will write them.
Thank you very much for your understanding.
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5 years ago
Translation
He doesn't say that in the regulations, secondly why did they allow me to buy? And thirdly, I have made the complaint to egora. I am waiting for an answer from the 4th of the month. And I inform you that the casino has neglected the regulations themselves. Thank you for your effort and help. May they be closed
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Head of Complaint Resolution Center
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5 years ago
If you wish to close this complaint I will honor your request, but if you allow me, I’d like to keep it opened for a month and wait for you to keep me posted about the outcome from eCOGRA. I am sorry I couldn’t help you more with this case. Thank you very much for your understanding.
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5 years ago
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Of course you can leave it.
I would like it to be for a year)
Thank you very much!
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Head of Complaint Resolution Center
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4 years ago
Dear Kosmas,
We are extending the timer by 7 days. Was your problem settled by the Licensing Authority? Could you please update the status of your complaint? Otherwise, we will be forced to reject it
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4 years ago
Translation
The problem has not been resolved.
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Head of Complaint Resolution Center
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4 years ago
Have you received any reply from the Licensing Authority, or they still run the investigation?
