Betxsure Casino - Jogador alega abuso de bônus e falta de suporte.

The casino is promoting a welcome bonus for the first deposit of 125% + 50 free spins.

I was able to play the bonus until my real balance ran out, then I could not continue betting the bonus, a message appeared saying that I could not continue betting the bonus with bonus money, which I reloaded and I lost the real balance again, the issue is that the value of the deposit bonus grew but my real balance remained at zero, I contacted support which in none of the occasions that I spoke at different times was available, I left messages for them to contact me directly and never q

The answer has arrived. The 50 free spins are also not included in the aforementioned game. I believe this casino is abusing players, as nowhere in the bonus terms and conditions does it say that the balance must be used with real funds. This forces you to reload again and again to redeem the bonus. You are also limited to the maximum amount you can withdraw and the maximum amount you can reload. They give you 7 days to complete the 30-day reload. So far, I haven't received a response from support, and I don't plan to continue depositing to end up with a minimum refund compared to what you need to deposit to redeem the bonus. I believe it's a scam casino. There's no support other than an AI that tells you the same thing that's on the same page.

BETXSURE is not a serious casino.

El casino hace promoción de un bono de bienvenida por el primer deposito de 125% + 50 giros gratis.

Pude jugar el bono hasta que se acabó mi saldo real, luego no pude seguir apostando el bono, me apareció un mensaje que decía que no podía seguir apostando el bono con dinero del bono, lo cual volví a cargar y volví a perder el saldo real, el tema es que el valor del bono por deposito creció pero mi saldo real quedó en cero, me comuniqué con soporte el cuál en ninguna de las ocasiones que hablé en distintos horarios estaba disponible, dejé mensajes para que me contacten directamente y nunca q

Llegó respuesta. Los 50 giros gratis tampoco se encuentran dentro del juego mencionado, creo que este casino hace abuso de los jugadores, ya que en ninguna parte de los tyc de los bonos dice que debe ser con saldo real, lo que te obliga a cargar una y otra vez para poder sacar el bono, además de estar limitado a rellover y monto máximo a retirar. Te dan 7 días para cumplir el rellover de 30, hasta ahora no he tenido respuesta, por soporte y no pienso seguir depositando para al final tener un reembolso mínimo en Comparación con lo necesario depositar para sacar adelante el bono, creo que es un casino de estafa. No hay soporte más que una IA lo cuál te dice lo mismo que está dentro de la misma página.

BETXSURE no es un casino serio.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betxsure Casino. I have checked the general bonus terms of the casino and have found the following information:

6. Bonus Release Mechanics

6.1. Real Money First

All bonuses use a "real money first" rule: you always bet with your real money first, then bonus money if your real balance runs out.

6.2. How Winnings Are Split

While wagering, your winnings are divided:

70% goes directly to your real balance.

30% goes to your bonus balance.

Additionally, if you check the specific welcome bonus terms, there's no contradiction with the general terms:

2.3. The bonus will only be credited once the real money balance has been wagered first.

Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• Do I understand correctly that the system restricts you from placing bets with your bonus money after your real money balance runs out?
• What specific message did you receive when you attempted to continue betting with bonus money? Can you please share a screenshot?
• How many deposits have you already made to wager this bonus?
• How many times did you attempt to contact support, and through which channels (e.g., chat, email)?

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,

Natalia

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.

My real balance ran out on 2 occasions, where I had to deposit 1 to get 110% and 2 - to continue betting the bonus, I fully understand how bonuses are played in casinos, according to which I must first pay in my real balance which ran out 2 times and I could not play the bonus and a legend appears indicating that "you can only play with real balance" or in other words, at what point do I play the bonus money?

El saldo real se me acabó en 2 ocasiones, donde tuve que depositar 1 para obtener el 110 % y 2 - para seguir apostando el bono, entiendo perfectamente como se juegan los bonos en los casinos, según debo aspotar primero mi saldo real el cual se acabó 2 veces y no pude jugar el bono y me aparece una leyenda donde indica que "solo se puede jugar con saldo real" o sea en qué momento juego el dinero del bono?

Thank you very much for your reply! Before we proceed, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello, I was never able to get in touch through the casino because they were always "offline." Finally, after insisting on Instagram in every post they posted with promotions, they answered me.

Hello xxxx,

We're very sorry that your experience wasn't what you expected, and we understand your frustration. We've reviewed your case and can confirm the following:

Your welcome bonus has been successfully activated, along with the 50 free spins, which have already been used.

According to our Terms and Conditions, winnings from the bonus are wagered 70% with real money and 30% with bonus money. This means that to continue wagering with the bonus, you must have a real money balance available in your account.

You don't need to deposit constantly to meet the rollover, but you do need to have a real balance to keep the bonus active and progress toward the wagering requirements.

We understand that this system can be confusing, so I'm sharing the direct link to the full explanation of how the bonus works: https://betxsure.com/es/contacts/bonus-terms

All the best,

BetxSure Chile.

Which I find ultra abusive, since in their T&C they mention that

"6.1. Real Money First

All bonuses follow the "real money first" rule: you always use your real money first to wager, and you only use the bonus money if your real money balance runs out.

When my balance ran out I couldn't continue betting and in their response they said that you always bet with real balance, so I ended up losing my deposit and the bonus, since I refused to deposit for the 3rd time.

Hola, por medio del casino jamás pude comunicarme ya que estaban siempre "fuera de línea", finalmente luego de insistir por medio de Instagram en cada publicación que subían con promociones me contestaron.

Hola xxxx,

Lamentamos mucho que tu experiencia no haya sido la esperada y comprendemos tu frustración. Hemos revisado tu caso y te confirmo lo siguiente:

Tu bono de bienvenida se activó correctamente junto con los 50 giros gratis, los cuales ya fueron utilizados.

Según nuestros Términos y Condiciones, las ganancias obtenidas con el bono se juegan en una proporción del 70% con saldo real y 30% con saldo de bono. Esto significa que, para seguir apostando con el bono, es necesario que haya saldo real disponible en tu cuenta.

No es necesario depositar constantemente para cumplir el rollover, pero sí se requiere contar con saldo real para que el bono pueda seguir activo y avanzar en las condiciones de apuesta.

Entendemos que este sistema pueda generar confusión, por eso te comparto el enlace directo a la explicación completa de cómo funciona el bono: https://betxsure.com/es/contacts/bonus-terms

Un saludo,

BetxSure Chile.

Lo cuál lo encuentro ultra abusivo, ya que en sus Tyc mencionan que

"6.1. Dinero Real Primero

Todos los bonos siguen la regla de "dinero real primero": siempre usas tu dinero real primero para apostar, y solo usas el dinero del bono si tu saldo real se agota ".

Cuando se agotó mi saldo no pude seguir apostando y en su respuesta dijeron que siempre se apostaba con saldo real, así que finalmente perdí mi deposito y el bono, ya que me negaba a depositar por 3 vez.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear Lunanegra,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Betxsure Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 Lunanegra,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo

Dear Lunanegra,

We’ve reopened this complaint at the request of Betxsure Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Betxsure Casino,

Can you please share the details regarding the player's issue?

Thank you in advance for your cooperation.

Dear Black Moon ,

We sincerely regret the frustration you experienced and appreciate you sharing your feedback, as it helps us to continue improving.

After reviewing your case, we confirm that the 125% welcome bonus + 50 free spins was successfully credited to your account and used. However, according to our Bonus Terms (section 6.1 " Real Money First "), bets must always be placed with real money first, and the bonus balance can only be used once the wagering requirement (rollover) has been met.

This means that once you complete the wagering requirement, you can convert your bonus balance into real money, either to continue betting or to withdraw it. Unfortunately, you hadn't completed the wagering requirement , so you couldn't use your bonus balance, and therefore the system kept prompting you to bet with real money.

Regarding the 50 free spins, these were credited correctly and were available on the specific game mentioned in the promotion terms and conditions . We did not receive any reports from other players about similar issues, but if you had experienced a technical error, you only needed to send us a video or screenshot and we would have checked it. However, we did not receive any reports from you about this situation.

Regarding communication, we reviewed our records and found that our team responded to your messages twice via email. Additionally, our live chat is available 24/7 , but we found no record of contact through that channel. If you didn't receive our replies, we recommend checking your spam folder or ensuring your inbox has sufficient space .

We want to clarify that all the conditions of our promotions and bonuses are published on our website and in a section dedicated exclusively to bonus terms, guaranteeing total transparency .

Even so, we regret any inconvenience or confusion you may have experienced and appreciate your feedback, as it allows us to continue improving our players' experience.

Sincerely,

Betxsure Casino

Querida Lunanegra,

Lamentamos sinceramente la frustración que experimentaste y agradecemos que hayas compartido tus comentarios, ya que nos ayudan a seguir mejorando.

Después de revisar tu caso, confirmamos que el bono de bienvenida del 125% + 50 giros gratis fue correctamente acreditado en tu cuenta y utilizado. Sin embargo, según nuestros Términos de Bonificación (punto 6.1 "Dinero Real Primero"), las apuestas se realizan siempre con el saldo real primero, y el saldo de bono solo puede usarse una vez que el requisito de apuesta (rollover) ha sido completado.

Lo que significa que una vez completado el requisito de apuesta podrás convertir tu saldo de bono en saldo real, ya sea para seguir apostando o para retirarlo. Lamentablemente, tú no habías completado el requisito de apuesta, por lo que no pudiste usar tu saldo de bono y por ende, el sistema te seguía pidiendo apostar con saldo real.

Con respecto a los 50 giros gratis, estos fueron acreditados correctamente y estaban disponibles en el juego específico mencionado en las condiciones de la promoción. No recibimos reportes de otros jugadores sobre problemas similares, pero si hubieras tenido algún error técnico, sólo debías enviarnos un video o screenshot y nosotros lo hubiéramos chequeado, sin embargo, no recibimos ningún reporte de tu parte sobre esa situación.

Sobre la comunicación, revisamos nuestros registros y encontramos que nuestro equipo respondió a tus mensajes en 2 ocasiones por correo electrónico. Además, nuestro chat en vivo está disponible las 24 horas, pero no encontramos registros de contacto por esa vía. Si no recibiste nuestras respuestas, te recomendamos revisar tu carpeta de spam o verificar que tu bandeja de entrada tenga espacio disponible.

Queremos aclarar que todas las condiciones de nuestras promociones y bonos están publicadas en nuestra página web y en una sección dedicada exclusivamente a los términos de bonificación, garantizando total transparencia.

Aun así, lamentamos cualquier inconveniente o confusión que hayas tenido y agradecemos tu comentario, ya que nos permite seguir mejorando la experiencia de nuestros jugadores.

Atentamente,

Betxsure Casino

Dear Everyone,

Given the complexity of this case, and in particular the intricacies of the bonus rules involved, we will take some time to discuss the matter internally. I will follow up with our conclusion as soon as possible.

Thank you for your understanding and patience.

Dear Betxsure Casino,

We have discussed this issue internally and would like to share our findings. While your Bonus Terms explicitly state the "Real Money First" rule, which is standard within the industry, the actual mechanics appear to operate differently. Typically, when the bonus balance reaches zero, the bonus portion becomes active and wagering continues with the bonus funds.

In this case, however, your bonus seems to function as a post-wager bonus. Since this structure is not mentioned anywhere in the terms, it may have been misleading for players.

Regarding the free spins: the player claims they were not credited. Could you please confirm whether any rounds were played in the specific game where the free spins should have been awarded?

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 Lunanegra,

Unfortunately, despite multiple attempts to contact the casino, we did not receive a response within the allotted timeframe. As a result, we have no option but to close this complaint as unresolved.

Thank you for your understanding, and we sincerely regret that we were unable to achieve a more favorable outcome in this case. If you experience any other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We remain available and ready to assist you.

Best Regards,

Kubo