Bets.io Casino - Os ganhos do jogador foram confiscados.

So it was my very first time using this platform I eagerly made a small deposit of 0.28 solana but just as I went to send my crypto a pop up window saying "GRAND25" use this code get 200% and 50 free spins! I pressed ok and deposited! However….

upon my deposit reflecting on my account the bonus DID NOT apply so I contacted a representative by the name of Aven.

Aven claimed that the bonus which they forcefully shoved in my face the very last second was not available and I could not use it! He then continued to state he’d add a first deposit bonus to my account which will give 100 FREE spins bound to Jungle Queen Slot & that I’d have a 40x play through before I can claim any winnings! Not once was it made known that I would NOT be allowed to bet over 2.00!

Here’s the strangest part though! I won 2,400 and when I won that amount my bet was EXACTLY 2.00 and yet they still use this scapegoat hidden max bet rule to deprive me of winnings!

The first attempt at a withdrawal they declined it immediately and said "You can only withdraw maximum of 4.36 solana. I thought ok that’s strange in itself because 9/10 casinos allow 3 to 5k daily! I settled for such and made a new withdraw request for the said amount and this time they DID NOT respond immediately how they did with the initial withdrawal request! They were quiet as a mouse! Hours went by I finally contacted support a gentleman named Jann who stated my request was NEVER queued and he corrected that for me! About hours later they cancelled my second withdrawa request and NEVER returned the 4.6 solana to my account without ever once mentioning such action taking place over my rightful winnings! Remained 2.3 solana in my account which I watched get removed from my account while talking to support! Nearly a hour later they email me and claim I broke a max bet rule which I was never made aware of when this representative manually added this bonus to my account! I did not get a bonus window where I could read and go over any details before accepting and I did not have the freedom to select from numerous offers like ANY other player normally has! I won this money even considering the hidden stipulations within their range but still they choose to spitefully take it away and in a very silent and sneaky manner that screams bad business practices!

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Gzilla,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs and I found this:

3. The maximum bonus amount is 100% of the deposit amount, but not more than 30,000 USDT • 7.5 ETH • 1 BTC • 150 SOL • 8,570 XRP • 250 LTC • 100,000 DOGE • 30,000 USDC • 100,000 TRX • 33,300 ADA • 40 BNB • 54.6 BCH + amount of winnings obtained after the completion of the free spins.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is katarina.d@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Katarina

Dear Gzilla,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru