Betsio Casino - Os ganhos do jogador foram confiscados.

So here's my story using this casino..

So here's my story using this casino... I revived a email saying that I was eligible for a £45 bonus. Which I used and won £1200 which was then deducted back to £45 after the wagering was completed. I was told I the live chat that the £45 was mine to use as real money. So from that I won £400 I tried to withdraw it after a hour it bounced back to my account and they took away £365 and left me with £45 again and I was told it was because I didn't withdraw the £45 and deposit it back into my account my winnings where invalid absolutely baffled 😲

Dear Mcqueen1314,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please forward me the email offer?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

so I completed the first wagering requirement and the max I could win was £45. And they told me that £45 was mine as real money so I played and won £400 but they took £365 and said it wasn't real money I could only withdraw £45

Hi I have also passed all kyc verification

Dear Mcqueen1314, I just want to make sure I’ve understood your situation correctly. You received a £45 bonus and completed the wagering requirements. After that, you were told that the £45 was yours as real money. Instead of withdrawing it, you decided to keep playing and eventually won £400. However, when you tried to withdraw the £400, the casino took away £365 and said that only £45 could be withdrawn — effectively applying the maximum win limit a second time. Am I correct in understanding?

To better understand and support your case, kindly request your game history in Excel format from the casino.

This information can help us review the timeline of your gameplay and bonus usage more accurately, and determine whether the casino’s actions were in line with their terms.

yeah that's a perfect summary

The casino is not giving me my history on excel format

Dear Mcqueen1314, could you please forward me the message or email you sent to the casino when you requested the game history in Excel format? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear Mcqueen1314,

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.

I can't get logged in anymore

Dear Mcqueen1314, I have not received any communication from you requesting the game history.

hi received a message from the casino saying it can take up to a month for my gaming history

Thank you very much, Mcqueen1314, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Mcqueen1314 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betsio Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

I would like to confirm that the casino has returned my winnings and they are in the process of being withdrawn. Thankyou for all your help I am extremely grateful for the work you guys do. Hopefully I will receive my winnings soon

Dear Mcqueen1314, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi just to confirm I received my withdrawal today again I would like to give a huge thanks to you guys

Dear Mcqueen1314,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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,

Peter