Hey,

Today I joined the mentioned website (appears to belong to the Betnuvo,7bets,Winsmania group which isn’t comforting) and deposited twice.

i used the first and second deposit bonuses and on the second I hit a crazy bonus round on Gates of Olympus where I hit the Max Win (€6,000).

I proceeded to fulfill the rest of the second deposit bonus wagering requirements, sent documents to support for KYC and requested the max daily deposit to my bitcoin wallet (€2,500).

I half expected the balance to dip extremely when I fulfilled the wagering requirements but I didn’t. Support have said KYC can take 1-3 days and it’s the weekend…

I’ve been down this road before and I know the reputation of this branch of casinos so I’m well prepared to never get this money.

i checked their Terms and there’s a vague clause about bonuses cannot be played on the following games and they basically list an exhaustive list of slots that means you can probably play barely any games with a bonus. I suspect this will be what they reply with when they reject or void my balance lol

I’ve also read the testimonies of other players who have had trouble getting money out of these casinos and it doesn’t fill me with hope! What does is I saw a few resolved cases of players being paid out.

so I’ll wait it out and see what happens . I also have screenshots of everything incase they just kick me out of my account.

Dear Helterskelter22,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

theyre currently reviewing my play history and I cannot play at the casino until it’s done.

i checked their general terms and conditions and the game I won the money in is listed as restricted, that potentially may be ground for them to void my winnings which I’m anticipating.

the actual bonus terms itself just says "some games may be excluded from wagering"

not verified yet either, time will tell but it’s not looking good. Is there anything that can be done if they void my winnings?

They emailed me and removed my winnings due to the restricted game

Dear Helterskelter22,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Helterskelter22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Helterskelter22. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

They voided my winnings

Dear Helterskelter22,

Can you please forward the communication between you and the casino (especially the one where they mention the reason for confiscating your balance) to [email protected] for further review?

Awaiting your response.

Regards,

Nick

I don’t have it anymore sadly, deleted it out of frustration.

Dear Helterskelter22,

Thank you for providing the details regarding your case. Based on the information you've shared, we believe that the casino should not confiscate winnings due to play on restricted games; rather, it is their responsibility to ensure such games are not accessible while a bonus is active.

To help further clarify the matter and ensure it receives the attention it deserves, I will be forwarding your complaint to my colleague Michal ([email protected]), who will take over and assist you moving forward.

Wishing you the best of luck with the resolution.

Kind regards,

Nick

Hello Helterskelter22,

I'm Michal, and I have taken over your complaint. I have examined your case and will reach out to the casino in hopes of providing assistance. Just so you know, BetGem Casino was not really cooperative with us in our attempts to mediate any kind of issue in the past. Despite multiple unresolved complaints, we remain committed to finding a resolution.

We sincerely hope that BetGem Casino will engage in this discussion.

Dear BetGem Casino,

While we understand that it is the responsibility of each player to thoroughly read and understand the bonus rules prior to claiming them and to comply with these guidelines, however, relying solely on players to read, memorize, and comply with quite a long list of restricted games is far from a user-friendly or effective solution. In our mission to promote a safe and fair gambling environment for both players and operators, we do not consider it fair to void winnings when restricted games remain freely accessible without adequate safeguards in place.

With this being said, I kindly request you to reconsider your decision. If there are any other factors that influence the situation and cannot be shared publicly, please share them directly to me at [email protected].

Dear Helterskelter22,

I have received a response from the casino team. Although they have not really answered my questions, they mentioned this:

Hello,

User has not logged in since 26th January, 2025. He lost the deposit, his balance is 0.

King Regards,

Tim Morris

Support Operator

BetGem.io

Can you please confirm that?

Dear Helterskelter22,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
www.kpvfaw.com