BetAmo Casino - Os ganhos de bônus do jogador foram anulados.

Good day,

I made a deposit of € 100 at this casino and received a deposit bonus.

Little by little I played my way up and I played with a stake of € 10.

There I won € 10,000

I then wanted to pay this out.

Now the casino informs me that the winnings have been canceled because I am playing with € 10 per spin.

Due to the bonus, only € 5 per spin is allowed.

However, at no point did I need the bonus for my profit.

And even a partial deduction by the winner would not be accepted.

Instead, the full € 10,000 was immediately canceled.

Not much comes from the casino. They refer to their terms and conditions in every email

Guten Tag,

Ich habe eine Einzahlung von 100€ in diesem Casino vorgenommen und einen Einzahlungsbonus erhalten.

Nach und nach spielte ich mich hoch und ich spielte mit einem Einsatz von 10€.

Dort gewann ich 10.000€

Diese habe ich dann auszahlen wollen.

Nun würde mir vom Casino mitgeteilt, daß der Gewinn storniert wurde, da ich mit 10€ pro Dreh spielt.

Erlaubt seien aufgrund des Bonus nur 5€ pro Dreh.

Allerdings habe ich für meinem Gewinn den Bonus zu keinem Zeitpunkt benötigt.

Und auch ein teilabzug des Gewinners würde nicht akzeptiert.

Sondern es wurden direkt die vollen 10.000€ storniert.

Vom Casino kommt nicht wirklich viel. Sie berufen sich in jeder Mail auf ihre AGBs

Dear Mario,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.betamo.com/promotions:

„Max bet limit (5 EUR) includes bets doubling after a game round has been completed, bonus rounds (purchased within the game)."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please understand if maximum bet rule is breached during the bonus wagering completion then the winnings are voided, not put back into the account. If you have bet more than the maximum allowed, unfortunately, winnings were cancelled justly.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Ok I accept that.

However, I noticed something else.

I had previously played with stakes up to a maximum of € 5 and already made big profits here.

Only then did I play with a stake of € 10.

The casino only reimbursed me for my deposit of € 100.

Should I not be entitled to the money that I was entitled to up to the point in time when I chose the bets higher than € 5?

Ok das akzeptiere ich.

Allerdings ist mir noch etwas aufgefallen.

Ich hatte vorher mit Einsätzen bis maximal 5€ gespielt und auch hier schon große Gewinne erzielt.

Erst danach habe ich mit 10€ Einsatz gespielt.

Das Casino hat mir aber nur meine Eingezahlten 100€ erstattet.

Müsste mir das Geld was ich bis zu dem Zeitpunkt als ich die wetten höher als 5€ gewählt hatte nicht zustehen?

Unfortunately, the entire bonus session is audited for any terms of use violations. If a breach is found, at any time of the game, then all the winnings are voided. Sadly, this is standard practice and I’m afraid this process is irreversible.

Could you please advise if there’s anything else we could try to help you with? 

Dear Mario,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.