Hello, I got free spins and made one withdrawal of 100 euros. It was approved and paid. But 2 days later I had 3 euros left in my account which I played and won up to another 100 euros. When I tried to withdraw these, they were refused and the amount removed from the account. I believe that this is a mistake Casino made that left 3 euros and that I cannot be charged for this.

Dear Hansenboss,

Thank you very much for submitting this complaint. I’m sorry to hear about your issue.

I checked the Bonus Terms and Conditions and this is what I found:

6. Unless otherwise stated, non funded accounts may win and withdraw a maximum of €100 from bonuses, free spins or loyalty points. Any funds in excess of this amount will be nullified and any withdrawal will be processed only after the account is funded with a minimum deposit of €20.

7. All shop free spins and no deposit free spins bonuses have a maximum withdrawal of winnings of €100 unless explicitly otherwise stated. All funds in excess of €100 will be removed when wagering is complete. Any further winnings from converted funds are also subject to the €100 cap on withdrawals. Any funds exceeding €100 will be removed when a withdrawal is requested. These bonuses are not connected to deposits and any deposits made prior to or post bonus will not alter this withdrawal cap. 

Could you please advise if the 3 euros were a part of the no-deposit bonus you withdrew? Have you made any deposits in this casino?

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

Best regards

Veronika

Hello, Yes the 3 euro was from non deposit/freespins.

Could you please advise how much money did you win with these free spins? Was it €103 or was it a higher sum?

Hello,

Yes, I won 103 euros.

Thank you very much, Hansenboss, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello Hansenboss,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betti Casino to join the conversation and participate in the resolution of this complaint.

Dear Betti Casino,

Can you please provide an explanation of the situation from your side? How did the player come to have an account balance of 3 euros?

Kind regards,

Adam

Hello wonderful Casino Guru ??

This case is very simple. The t&c of the campaign clearly state maximum win is 100 eur from the free spin. It it absolutely not allowed to create a forum thread and wrongly try to put pressure on us as an attempt to gain more value out of the campaign than clearly stated in the significant t&c of the campaign but also in our general terms and conditions.

Action taken from our side > Account permanently closed

Hello, So why do you allow money to remain in the player's account several days after withdrawal? Should we then actually ask you to remove these? This is completely nonsensical,

Hello Hansenboss,

Can I ask you to please confirm the following information is correct, to be certain I have understood the situation fully:

• You accepted and played a no-deposit bonus of free spins.
• You accrued winnings from this bonus of EUR 103.
• You were aware that the maximum amount that could be withdrawn from this bonus was EUR 100.
• You requested and received your withdrawal of EUR 100.
• You have made no deposits to the casino to date.
• You were left with a balance of EUR 3 from the bonus, which should have been removed but for some reason remained available for you to play with.
• You accrued further winnings of EUR 100 from this balance, which was then confiscated upon request for withdrawal.

Kind regards,

Adam

Hello,

That is right.

But I did not know that the maximum withdrawal was 100 euros. But the issue here is that they allow such a small sum to remain in the account, and then of course players think that we can use this. But when you win, they remove them.

Why are these 3 euros not removed when they approve the "first" withdrawal? If we can't keep them.

Anders

Hello Hansenboss,

Thank you for confirming the details.

I completely agree that the remaining amount should have immediately been removed from your balance. If you had been left with the 3 EUR in your balance, made a deposit, and then tried to withdraw winnings there would be all kinds of problems. If this had been the case, we would have definitely agreed that the winnings should be paid to you.

However, on this occasion, you have not made a deposit and have played only with bonus funds. While I can appreciate that it may be frustrating, I believe the casino has acted in accordance with its terms and conditions by confiscating the extra winnings, even though you should not have been given the opportunity to gain them in the first place. I hope that the casino will address this to avoid further issues in the future.

Due to the above, I believe there is nothing we can do to help you any further with this case, so it will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam