Dear Sir/Madam,

Every Monday I receive an 80 Euro bonus at Betitall Casino.

This Monday, I managed to play the bonus up to nearly 9000 Euros.

I was told on the website and in chat that there are no restrictions for this cash bonus.

However, I am now being told that I have violated the bonus conditions and the amount will be cut to 800 Euros as it is considered "bonus money" and therefore the amount can only be up to ten times the original.

I hope for support and clarification.

Sehr geehrte Damen und Herren,

ich erhalte im Betitall Casino jeden Montag einen 80 Euro Bonus.

Diesen Montag habe ich es geschafft den Bonus auf fast 9000 Euro zu Spielen.

Wie mir auf der Webseite und immer in Chat gesagt wurde gibt es für diesen Geldbonus keine Einschr?nkungen.

Allerdings wird mit jetzt gesagt, dass ist doch gegen die Bonusbedingungen versto?en habe und der Betrag auf 800 Euro gekürzt wird da es doch als "Bonusgeld" gilt und damit der Betrag maximal das 10 Fache betragen darf.

Ich hoffe auf Unterstützung und Kl?rung.

Dear maltehindemith,

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

I have checked the general terms and conditions, and this is what I found (here):

A No Deposit Bonus is a bonus that has been credited manually or automatically without requiring a deposit to activate it. There are certain restrictions that must be taken into account when playing with a No Deposit Bonus.

- The maximum amount that can be won and/or withdrawn from any No Deposit Cash Bonus is 10 times the value of the bonus funds. For example, if a customer receives a No Deposit Cash Bonus of €50 and wins €1000, the customer will be able to withdraw €500 (€50 x 10), and the remaining €500 will be held by Bet it All.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from a free bonus entirely?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hello Peteonela,

basically it is correct that this money comes from the "bonus".

However, I consider the matter as follows, that I only get the bonus because I have already wagered a lot of money and have thus achieved this "status".

In addition, the information on the website regarding the loyalty bonus is misleading. Here it is said that the money from the Monday bonus can be used without restriction. So I was sure there was no limit to a maximum amount.

If I were aware of this, I would have withdrawn the money and then deposited it to avoid all the complications. I think the result would have been the same.

I would also like to point out here again that my losses in the casino group almost reach the amount of the money auctioned off to me. The casino would therefore "suffer no financial damage with me as a player"

Hallo Peteonela,

grunds?tzlich ist es richtig, dass dieses Geld aus dem "Bonus" stammt.

Allerdings betrachte ich die Angelegenheit folgenderma?en, dass ich den Bonus ja nur bekomme, weil ich schon viel Geld gesetzt habe und damit diesen "Status" erreicht habe.

Zus?tzlich sind die Angaben auf der Webseite bezüglich des Treuebonus irreführend. Hier wird von gesprochen, dass das Geld aus dem Montagsbonus uneingeschr?nkt nutzbar ist. Daher war ich sicher, es gab keine Beschr?nkung bezüglich eines h?chst Betrages.

W?re ich mir dessen bewusst h?tte ich das Geld abgehoben und anschlie?end eingezahlt um allen Komplikationen aus dem Weg zu gehen. Dass Resultat w?re meines Erachtens das gleiche gewesen.

Ich m?chte hier auch nochmal anmerken, dass meine Verluste in der Casinogruppe den Betrag des mir versteigerten Geldes fast erreichen. Dem Casino würde demmach "mit mir als Spieler kein finanzieller Schaden erleiden"

I'd like to clarify that there's a distinction here. I believe you're aware that receiving funds on Monday doesn't grant you an immediate withdrawal option. These funds must be wagered and the mandatory wagering requirements fulfilled before a withdrawal request can be made. The terms are explicit in mentioning that the maximum cashout is limited to 10 times the bonus amount.

Could you please advise if you received already the winnings of €800?

I have to correct you there, since I had "Silver II" status, I could have paid out the money immediately without having to convert it

Da muss ich Sie korrigieren, da ich den "Silber II" Status hatte, h?tte ich das Geld sofort auszahlen k?nnen ohne dies umsetzen zu müssen

I'm afraid I do not understand completely. Could you kindly show me where this rule is mentioned and how it allows for a higher maximum cashout than what's stated in the terms and conditions?

Here it is described that the Chash Bonus can be used without restrictions. I (and many others) will make it clear that there really are no restrictions and you don't have to read the opaque terms and conditions again very carefully.

Hier wird beschrieben, dass der Chash Bonus ohne Einschr?nkungen nutzbar ist. Ich (und viele anderen) werden dies zu verstehen geben, dass es wirklich keine Einschr?nkungen gibt und man sich nicht die undurchsichtigen AGBs nochmal ganz genau durchlesen muss. ??

The rule that has been emphasized indicates the absence of restricted games and a maximum bet limit, rather than granting players a higher maximum cashout than what is outlined in the general terms and conditions. Could you please advise if you received already the winnings of €800?

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 as unjustified. I wish I?could be of more help. Thank you in advance for your reply and understanding.

Dear maltehindemith,

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.

I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.