Bit4Win Casino - Os ganhos de bônus do jogador foram anulados.

Hello, i wagered bonus succesfully, but then they fortfeited bonus winnigs, claiming that i breached their T&C. When i registered at casino and played there there was no rule abonut maximum bet limit, when wagering bonus money. But now when i found out that my money is gone i see this rule. Unfortunately i can not find snapshoot of that page in previous days. But trust me i played in dozens of casinos, and i check everything about bonus in T&C before depositing.

Dear Fayzer,

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 (here):

5.10. The maximum allowed bet to fulfill the wagering requirements is 1 USDT or its equivalent.

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.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, Petronela.

I also see that rule in their T&C. But my key point is that they added it 1 day ago (or even less). Because when i was wagering my bonus, they had no such max bet limit. So i think Casino can not use this restriction retrospectively. Can we somehow check when this (5.10. The maximum allowed bet to fulfill the wagering requirements is 1 USDT or its equivalent.) was added to their website?

And now i see that my account is blocked, they did not even gave back my deposit!

Thank you very much, Fayzer, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Fayzer,

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

We would like to invite Bit4Win Casino to join the conversation and participate in the resolution of this complaint.

Dear Bit4Win Casino,

May I please ask when exactly you have changed your T&Cs? I cannot see any date when they have last time been updated.

Thank you.

Kind regards,

Tomas

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.

Dear Fayzer,

I'm trying to get in touch with the casino's representatives thus will now extend the timer by another 7 days.

If they fail to respond again, the complaint will be closed as unresolved.

I will keep you updated on any developments. Thank you.

Kind regards,

Tomas

We would like to address this recent issue regarding the abuse of our bonus rules. It has come to our attention that this player violated the terms and conditions outlined in our service agreement. The specific rule being abused is as follows:

5. Prohibited Uses

5.1. PERSONAL USE. The Service is intended solely for the User's personal use. The User is only allowed to wager for his/her personal entertainment and may not create multiple accounts, including for the purpose of collusion and/or abuse of service. We take this matter seriously as we strive to maintain a fair and enjoyable gaming environment for all our users. Creating multiple accounts or colluding to exploit our services goes against the intended purpose of our platform. In addition to the aforementioned rule, we would like to highlight another relevant clause from our terms and conditions regarding bonuses and promotions:

5. Bonuses and Promotions

5.1. BIT4WIN reserves the right to cancel any promotion, bonus or bonus program (including, but not limited to top-up rewards, invite friends to reward bonuses, and loyalty programs) with immediate effect if we believe the bonus has been set up incorrectly or is being abused. If the said bonus has been paid out, we reserve the right to decline any Withdraw request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely by BIT4WIN.We want to assure you that we are actively investigating this matter and taking appropriate actions to address the situation. We value the integrity of our platform and strive to maintain a fair gaming environment for all our users. We would like to remind all our users to familiarize themselves with our terms and conditions, which can be found on our website at https://bit4win.com/info/terms-of-service. Adhering to these guidelines ensures a positive and enjoyable experience for everyone.

Thank you for your understanding and cooperation.

Sincerely,

The Bit4Win Team

Dear Fayzer,

The casino has provided evidence confirming that you have breached the terms and conditions of the bonus by repeatedly betting more than the maximum amount allowed.

It is very common for casinos to place such limits and restrictions on bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

Considering the fact that you haven't provided any proof showing that at the time of your play, there were no max bet restrictions, the complaint will now be rejected.

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

Kind regards,

Tomas