BetBeast Casino - Os ganhos do jogador foram reduzidos injustamente.

Hello,

Im filing a complaint against BetBeast regarding an unfair reduction of my winnings.

I participated in a deposit bonus promotion I received by email from BetBeast ("50% up to €500 + 50 Free Spins").

On the promotional image and email I received, the maximum convertible amount was displayed as €5,000. At no point did the promotion mention any limit of "10x the bonus amount" or anything suggesting a maximum payout of only €500.

I played strictly according to the presented promotion and fulfilled all requirements. My winnings reached €2,600, which is fully within the €5,000 maximum shown in the promotion.

However, BetBeast reduced my winnings to €500, claiming a limit of "10 times the bonus amount," which was not stated anywhere in the promotional material and contradicts what was shown to me when I opted into the offer. After requesting 2600 Euro withdraw I only recieved 500 Euro via bank transfer.

This is misleading, unfair to the player, and violates fair marketing standards.

I have contacted BetBeast support, but they insist on applying a limit that was never included in the promotion I received.

I am requesting assistance from LCB to have my correct winnings (€2,600) reinstated and paid out in full.

Thank you for your help.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you activated any other bonuses at this casino before? Were you aware of the 10x cap mentioned in the general bonus terms?
• Was the 10x win limit mentioned in your profile after you activated the bonus, or did you not see this condition in your player's account at all?
• Were your winnings capped at €500 immediately after you finished wagering the bonus, or only after you requested a withdrawal of €2,600?

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

Best regards

Veronika

Hello,

thanks for your reply.

Hello, I activated other bonuses before. I wasnt aware about that 10x cap. It also wasnt displayed at the promotion email there was 5000 max mentioned.

No theres no way to see any wager details about active bonus and also there wasnt any condition visisble.

No they havent been capped immediately after wagering. I played a bit more. I also gone to live chat and asked whats the wagering status at around 1000 euro balance. There was mentioned that I have wagered the bonus succesfull. The win was reduced with the send withdrawl. I didnt even request the 500 Euro by my own. I requested 1000 Euro, 1000 Euro, 500 Euro, 100 Euro.

Best regards

Dear Gambler33

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Gambler33,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite BetBeast Casino to join the conversation.

Dear BetBeast Casino,

Could you kindly clarify why the player was limited to receiving "only" €500, when the bonus description explicitly states that the maximum bonus amount eligible for conversion to real money is €5,000?

Additionally, if the rule of "10x the original bonus amount" is indeed relevant, why was it not clearly outlined in the bonus email as well?

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru

Hello Silver, & Casino Guru Team,

I hope this message finds you well.

We have carefully reviewed your case and concluded that there was no fault on our end. We did send you an email with a promotion, and as clearly stated in that email, both "Bonus conditions apply" and "General Terms and Conditions apply" - which is standard practice when a bonus is issued.

By visiting the links to the T&Cs provided in the email, you can see the following clause:

"12. The maximum win that can be withdrawn from any deposit bonus is 5000 EUR […] or 10 times the value of the deposit bonus, whichever is lower."

This means that if 10x your bonus amount is lower than the fixed maximum limit, then the lower value becomes the withdrawal limit. Since your deposit was €105, your bonus amount was €52.50. Therefore:

€52.50 x 10 = €525, which is the maximum amount eligible for withdrawal under the promotion's conditions. We can also confirm that this is the amount that was correctly withdrawn from from account.

We apologies if you felt confused by any of the terms. In the future, if you are unsure about any promotion details, we strongly encourage you to review the T&Cs or contact our support team, who are always happy to provide clarification.

We hope this explanation clarifies the situation. We are fully prepared to provide AskGamblers with any documentation needed to support our case.

Thank you once again

Thank you for your explanation.

However, my main concerns remain unresolved.

The promotional email and banner clearly stated a maximum withdrawal amount of €5,000. At no point was there any mention of a "10x bonus limit" or a reduced maximum payout of €500. This crucial rule was not included in the promotion I received and was not visible anywhere in my player account.

I previously asked why this important limitation was not disclosed in the promotional material, but this question has still not been answered. Instead, the response simply refers to general Terms and Conditions without explaining why such a significant restriction was omitted from the offer itself. This is a key point, and avoiding it does not clarify the situation.

Additionally, I would like to emphasize that my winnings were not reduced immediately after completing the wagering requirements. After wagering was finished, my balance remained unchanged. I even contacted the Live Chat to confirm whether the wagering was completed, and the support agent confirmed that yes, the bonus had been fully wagered. At that point, the casino could have informed me about any payout limitation—yet no such warning or explanation was provided.

Only after requesting the withdrawal — not before — were my winnings reduced to €500. This makes the process even more unclear and misleading from a player perspective.

I fully met the wagering requirements and achieved €2,600 in winnings, which is well within the advertised maximum withdrawal of €5,000. I therefore kindly request:

A clear explanation of why the 10x rule was not disclosed in the promotional email or banner.

Clarification of why the winnings were not limited immediately after wagering, and why support confirmed the wagering without mentioning any payout cap.

An explanation for casinogurus questions why this rule hasnt been stated in the email.

A reconsideration of my payout, based on the information provided in the promotion.

Thank you.

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 Gambler33,

I wanted to provide you with a brief update on your case. We are in discussion with the casino representative and are actively working toward a possible resolution acceptable for both parties.

I appreciate your patience, and I will share further information with you as soon as it becomes available.

Hello, thanks for your work and the update.

Best regards

Dear Gambler33,

We have had an extensive discussion with the casino team concerning your situation, and I would like to share my insights:

From a strictly "legal" perspective, the bonus email did indicate that the Bonus T&Cs and the General T&Cs apply. Therefore, from a strict procedural standpoint, the casino team is within its rights to act in accordance with its established policies. At the same time, at Casino Guru we aim to look beyond the technical interpretation of rules and also consider how clearly and transparently key conditions are communicated to players. We believe this is important for maintaining trust and fairness for all parties involved.

In this instance, the promotion email already addressed an essential element—maximum winnings—in a way that a player reasonably relies upon when deciding whether to participate or not. While we understand that the situation most likely resulted from an unintentional lack of clarity in the email’s wording by the marketing team, thus this cannot be considered a deliberate misleading, especially when the information of the Bonus T&Cs and the General T&Cs apply was clearly present in the email, this information most likely played a meaningful role in your decision to claim the bonus. The subsequent clarification provided by the support team understandably added to your frustration, and it is reasonable to assume that, had the limitations been clear from the outset, you may have chosen not to accept the offer and instead play elsewhere.

Our intention is not to overlook the operator’s perspective or the operational realities involved (the T&Cs), but rather to balance them with the player’s reasonable expectations and experience. With this in mind, we believe you have a valid basis for expecting the winnings to be paid in full. Unfortunately, we were unable to reach a full consensus with the casino team on this point.

However, as our primary aim is to support a fair and constructive resolution—rather than leaving the case to remain unresolved—we worked closely with the casino team to reach what seems to be the most favourable outcome realistically achievable under the circumstances. The casino is open to reimburse the full amount of your deposits, totalling €1,314.

As you have already withdrawn €525, this would allow for an additional withdrawal of €789.

While this may not be the ideal outcome from your perspective, it does represent a meaningful resolution given the complexities involved.

I would appreciate your feedback on whether you find this resolution acceptable or how you would prefer to move forward.

Dear Michal,

Thank you very much for your detailed feedback and for your efforts to find a fair and constructive solution. I greatly appreciate the Casino Guru team's efforts in this matter.

After careful consideration, I would like to propose a compromise that I personally consider fair and balanced:

I am prepared to accept the 10x bonus limit on the winnings, provided that my total deposits of €1,314 minus the €50 winning deposit are taken into account in return.

Specifically, this means that the casino should transfer an amount of €1,264 (€1,314 - €50), since the €50 resulted in a profit of €525.

With this proposal, I acknowledge the formal application of the bonus conditions, but at the same time take into account the fact that the advertised promotion raised legitimate expectations and the relevant restriction was not clearly communicated.

I believe this solution is a fair middle ground that accommodates both sides, and I hope it can be considered a constructive compromise.

Thank you again for your support. I look forward to your feedback.

Best regards

Gambler33

Lieber Michal,

vielen Dank für Ihre ausführliche Rückmeldung sowie für die Bemühungen um eine faire und konstruktive Lösung. Ich weiß den Einsatz des Casino-Guru-Teams in diesem Fall sehr zu schätzen.

Nach sorgfältiger Abwägung möchte ich einen Kompromiss vorschlagen, den ich persönlich als fair und ausgewogen empfinde:

Ich bin bereit, das 10-fache Bonuslimit auf den Gewinn zu akzeptieren, sofern im Gegenzug meine gesamten Einzahlungen in Höhe von 1.314 € abzüglich der 50 € gewinnbringenden Einzahlung berücksichtigt werden.

Das bedeutet konkret, dass das Casino einen Betrag von 1.264 € (1.314 € – 50 €), da aus den 50 Euro der Gewinn von 525 Euro erzielt wurde an mich überweisen sollte.

Mit diesem Vorschlag erkenne ich die formale Anwendung der Bonusbedingungen an, gleichzeitig wird jedoch dem Umstand Rechnung getragen, dass die beworbene Aktion berechtigte Erwartungen geweckt hat und die relevante Einschränkung nicht klar kommuniziert wurde.

Ich halte diese Lösung für einen fairen Mittelweg, der beiden Seiten entgegenkommt, und hoffe, dass sie als konstruktiver Kompromiss in Betracht gezogen werden kann.

Vielen Dank nochmals für Ihre Unterstützung. Ich freue mich auf Ihre Rückmeldung.

Mit freundlichen Grüßen

Gambler33

Hi Gambler33,

Thank you for your message and for the presented proposal. We also appreciate the involvement and efforts of the Casino Guru team in this matter.

After carefully considering your suggestion, and while Bet Beast maintains its position that the bonus T&Cs were clearly provided in the promotional email, on this occasion and in the interest of resolving this isolated case amicably, we have decided to accept your proposed compromise.

As a gesture of goodwill and to allow us all to move forward with the assurance that this situation will not occur again in the future, our team has agreed to process the payout in the amount you requested. The funds have now been adjusted accordingly in your account to reflect your proposal.

We kindly ask that you log in and submit a withdrawal request at your earliest convenience.

Should you require any further assistance, please do not hesitate to contact us.

Thank you!

Support Team | Bet Beast

Hello,

thanks for the reply. I requested the withdaw now.

Best regards

Dear All,

I'm pleased to see that a mutual agreement regarding a positive resolution of this situation has been reached.

Dear Gambler33,

Please let me know once the funds have been received so I can proceed with closing this case appropriately.

Hello, yes I have recieved the money. However I would recommend everyone to not use betbeast bonuses untill they change theire bonus terms in marketing emails.

Best regards

Dear Gambler33,

Thank you for your confirmation that you received the agreed-upon funds. I am pleased that our efforts contributed to resolving the situation and that a satisfactory compromise has been reached for both parties. We will proceed to mark the complaint as 'resolved' in our records. We appreciate the cooperation from both sides.

Should you face any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru