Bets Amigo Casino - Os ganhos do jogador foram reduzidos.

Hello.

don't know if I'm misunderstanding their "terms and conditions" but here comes the question/reflection.

on the 17th of Feb I won €34,000

approximately €9,000 is paid out

then receive an email stating that the maximum profit is 5000 per 24 hours.

and that my €14,000 has been removed from the account.

but if you read further on their terms and conditions, it says something if you win more than that, the winnings can be divided into monthly payments.

Does this not apply to me then? Or have I completely misunderstood?

feels awful to get rid of this money.

Hej.

vet inte om jag förstår fel ang deras "terms and conditions" men här kommer frågan/funderingen.

den 17:e feb vann jag 34.000€

betalas ut ca 9000€

får sedan mail om att maxvinsten är 5000 per 24timmar.

och att mina 14.000€ har tagits bort från kontot.

men om man läser vidare på deras terms and conditions så står det något om man vinner mer än så, så kan vinsterna delas upp i månadsbetalningar.

gäller inte detta mig då? Eller har jag förstått helt fel?

känns förjävligt att blivit av med dessa pengar.

Dear Emeleks,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found:

"2.5.7 YOU AGREE THAT THE MAXIMUM NET WINNINGS, PER ACCOUNT, ARE LIMITED TO 5000 EUR IN ANY 24-HOUR PERIOD."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule 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. Please, could you advise if you accumulated the winnings with or without an active bonus?

Looking forward to hearing from you. Thank you.

Best regards,

Kristina

Hello.

no, I have never used any bonus ever at this casino.

had bet 12x euros on "sweet spins" at bonanza live candyland and the bonus game ended up landing a profit of approx.

they didn't mention anything about this in the email when I asked if it was possible to withdraw more than €1000 because it was such a higher amount.

really arrogant customer service and irrelevant answers. takes forever to respond via email.

would never recommend this casino to anyone, never ever…

I wonder a little about their conditions, where it says to divide into monthly payments...

Sincerely

hej.

nej jag har aldrig använt mig utav någon bonus någonsin på detta casino.

hade satsat 12x euro på "sweet spins" på bonanza live candyland och det slutade med att bonusspelet landade på en vinst med ca 367.000kr varav 9000 fick jag ut tills de tog bort resten av saldot som fanns kvar efter lite mer spelande.

de nämnde ingenting om detta i mail när jag frågade om det gick att ta ut mer än 1000€ pga att det var en såpass högre summa.

riktigt arrogant kundservice och irrelevanta svar. tar evigheter för återkoppling via mail.

skulle aldrig rekommendera detta casino till någon, aldrig någonsin…

jag undrar lite över deras villkor där det står om att dela upp i månadsbetalningar…

mvh

does this now mean that BETSAMIGO kept the money themselves? and not refunded to the game provider ie pragmaticplay?

am so angry and frustrated

betyder det nu att BETSAMIGO behållt pengarna själva? och inte återbetalts till spelleverantören dvs pragmaticplay?

är så arg och frustrerad

Thank you very much, Emeleks, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Emeleks,

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

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

Dear Bets Amigo Casino,

Can you please provide clarify the reason for the player's winnings having been reduced?

Kind regards,

Adam

feels like you earned money for their happiness..

idiots

känns som att man tjänat in pengar till deras glädje..

idioter

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

and what about their T&C..

If a customer wins more than €30,000, the Casino reserves the right to divide the payout into monthly instalments until the full amount is paid out. If the amount to be withdrawn is larger than €7.000 , the remaining amounts will be placed back in the player’s account, to be withdrawn in the following month. 

they didnt do this, they removed ALL of the money…

Dear Emeleks,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact MADRE– an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

Please let me know how the ADR responded (adam.m@casino.guru).

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

Best regards,

Adam