Betonic Casino - Os ganhos do jogador foram cancelados.

Good day,

I had registered a payout (335€).

This was declined and my funds forfeited on the grounds that previous bets had been settled incorrectly.

That's not true.

I uploaded pictures of it

Guten Tag,

ich hatte eine Auszahlung angemeldet (335€).

Die wurde abgelehnt, und meine Gelder einbehalten, mit der Begründung, vorherige Wetten wären falsch ausgewertet worden.

Das stimmt nicht.

Bilder dazu hab ich hochgeladen

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi Petronella,

I made the profits with sports betting and also without a bonus.

The reason was that a game should have been wrongly rated. That's just plain wrong.

I opened the account about a month ago.

I've already gone through the account verification, as I've already successfully paid out 1x.

Thanks in advance

Hi Petronela,

die Gewinne habe ich mit Sportwetten gemacht und die auch ohne Bonus.

Die Begründung war, das ein Spiel falsch gewertet worden sein soll. Das ist schlichtweg falsch.

Das Konto habe ich vor ca 1 Monat aufgemacht.

Die Kontoverifizierung habe ich schon durch, da bereits 1x erfolgreich ausgezahlt wurde.

Danke im Vorfeld

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.

Please let me know how you would like to proceed.

I would really appreciate any support in this matter.

Whether here or by mail, I'm fine with both.

Ich würde mich in der Sache tatsächlich über Unterstützung freuen.

Ob hier oder per Mail, mir ist beides Recht.

Thank you very much, Patrick, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly 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. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.