Betway Casino PT - El bono del jugador ha sido confiscado después del retiro.

Good afternoon, I participated in a tournament and finished in 1st place where the prize was supposed to be 400 euros in bonus.

Last night I made a withdrawal, and the tournament was still ongoing. This morning, I checked and saw I had finished in 1st place. To my surprise, I found out that my bonus had been canceled because I made a withdrawal the previous day, which resulted in losing all rights to the bonus. However, the tournament page did not state that withdrawals were prohibited while the tournament was in progress. The casino is justifying their decision by stating that at 9:24 AM today, I was entitled to the bonus, but at 9:30 AM, I lost the right to it due to the previous night's withdrawal. This is extremely unfair because it was a well-deserved bonus, and no one mentioned this rule; otherwise, I wouldn't have made the withdrawal and would have waited for the bonus. I spoke with the casino and they told me it was part of their policies. But if my withdrawal was made yesterday at 10 PM, and the bonus was awarded this morning, it should not have any influence. Now they are saying they can't reinstate the bonus since I lost it.

Here is the response I received by email:

3. If you wish to withdraw your Cash Balance before meeting the necessary bonus requirements, the player will lose all active bonuses and any winnings resulting from them.

(At the time I made the withdrawal, I did not have any active bonuses. If I had, I wouldn't have made the withdrawal and would have waited since I was in 1st place in the tournament.)

Is this legal?!

Boa tarde, concorri a um torneio e fiquei em 1 lugar onde o premio seria 400 euros em bonus.

Ontem a noite fiz um levantamento, e o torneio estava ainda em curso. E hoje demanha fui verificar e tinha ficado em 1 lugar, qual foi o meu espanto quando vi que tinham cancelado o meu bonus porque no dia anterior tinha feito um levantamento entao perdi todo o direito ao bonus. Mas na pagina do torneio nao dizia que nao se podia efectuar levantamentos enquanto decorria o torneio, porque o casino esta a justificar que hoje as 9.24h tive direito ao bonus e que as 9.30h da manha perdi o direito a ele devido ao levantamento da noite anterior. Super injusto porque era um bonus merecido, ninguem tinha referido isso porque senao nem tinha feito o levantamento e tinha aguardado o bonus em questao. Falei com o casino e disseram que era normas. Mas se o o meu levantamento foi feito no dia de ontem as 22horas. E o bonus foi atribuido hoje demanha, logo nao devia ter nenhuma influencia. Agora dizem que nao podem repor o bonus uma vez que perdi.

Por email foi me respondido com esta afirmação:

3 .Se desejar levantar o seu Saldo de Dinheiro antes de cumprir com os requisitos de bónus necessários, o jogador perderá todos os bónus ativos e quaisquer ganhos deles resultantes.

(mas no momento que fiz o levantamento ainda nao tinha bonus nenhum ativo) porque se tivesse nao tinha feito levantamento e aguardava uma vez que estava em 1 lugar no torneio.

Isto é legal?!

Dear AnaPereira90,

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. 

• Do I understand correctly that you requested a withdrawal before the tournament winnings were credited to your casino account?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Good morning,

Yes, I made the withdrawal on the 18th and the bonus was awarded on the 19th. If you need me to send you more screenshots so you can have access to all the information, I have already forwarded all the emails with the casino to you. I hope you can help me with this. Because in the terms and conditions of the tournament it didn't say that during the tournament you couldn't make any withdrawals. And after talking to another player who competed, he said that he had cashed out the day before and received the bonus prize anyway. What's more, this casino is one of the ones that often cancels our withdrawals and asks for a lot of data and sometimes has problems with the withdrawal system. Now that I was supposed to receive a tournament bonus, it's no longer possible to make withdrawals while we're in tournaments, as mentioned in the email. Very strange... I have a previous email from another tournament in July that I entered and we never received anything, I have their email saying that we would be notified after the system was fine, because they were having technical problems. those bonuses I never received and they said by email that we would be notified and I was not. And they also mentioned that we had to accept the bonus. And they supposedly didn't ask us to accept anything, they just canceled it. Each person who sends an email says something different. If you want I can forward the email to see that this is recurring.

Thank you for your understanding and help.

Bom dia,

Sim efectuei o levantamento no dia 18, a noite, e o bonus foi atribuido dia 19 demanha. Se precisar enviou mais prints para ter acessso a toda a informação. já reencaminhei todos os email com o casino para você. Espero poder me ajudar neste sentido. Porque nos termos e condições do torneio nao dizia que durante o torneio nao se podia fazer algum levantamento. E apos falar com outro jogador que concorreu disse que tinha feito levantamento no dia anterior e recebeu o premio bonus a mesma. Ainda por mais este casino é um dos que muitas vezes cancela os nossos levantamentos e pede imensos dados e outras vezes anda com problemas no sistema de levantamento. Agora que era para receber um bonus de torneio já nao da para fazer levantamentos enquanto estamos em torneios. como referido no email. muito estranho... Tenho email anteriores de outro torneio em julho que concorri e nunca chegamos a receber nada, tenho o email deles a dizer que seriamos notificados depois do sistema ficar bem, porque estavam com problemas tecnicos. esses bonus nunca cheguei a receber e eles por email disseram que seriamos notificados e nao fui. E ainda mencionaram que nos tinhamos que aceitar o bonus. e Este supostamente nao pediram para aceitar nada apenas cancelaram. Cada pessoa que envia um email diz algo difrente. Se quizer posso reencaminhar o email para ver que isto é recorrente.

Obrigada pela compreensão e ajuda.

Thank you for your reply, AnaPereira90. Could you please advise if you accumulated the winnings from the pending withdrawal with or without an active bonus? If you played with the bonus, are you sure you completed the wagering requirements before requesting the withdrawal?

Also, please clarify what type of tournament you participated in - was it a paid or free tournament?

Thank you very much.

Good morning, I used real money to play in the tournament, and the withdrawal I made was from a 20 euro deposit I had made the same day, and the withdrawal I made was won with that 20 euro deposit. Nothing to do with the tournament, the tournament didn't finish until 1am and the bonus was supposedly awarded the following morning when they canceled me. The tournament was paid for in real money, we had to play to accumulate points.

I didn't even use the bonus, it was canceled immediately.

Bom dia, eu usei dinheiro real para jogar no torneio, e o saque que eu fiz foi de um deposito de 20 euros que tinha feito no mesmo dia, e o levantamento que fiz foi ganho com esse deposito de 20 euros. Nada haver com o torneio, o torneio so acabou a 1hora da manha e o bonus supostamente foi atribuído na manha seguinte onde me cancelaram. O torneio era pago a dinheiro real, tinhamos que jogar para acumular pontos.

Eu nem sequer usei o bonus, foi cancelado de imediato.

Thank you very much, AnaPereira90, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 AnaPereira90,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I'm not quite sure from the screenshots you have provided you were aware that the tournament you participated in appears to be a bonus. In this screenshot, it's clearly visible that there was an "Active bonus".

Was this screenshot taken before or after you requested the withdrawal? If you requested a withdrawal while any bonus was still active it appears the casino indeed applied the rules that were communicated to you previously correctly as in general the winnings from tournaments are considered as bonus money/winnigs unless specified differently in the tournament rules.

I will still contact the casino to shed more light on this matter.

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

Dear Betway Casino,

Kindly provide me with the evidence supporting if the player had an active bonus when they requested a withdrawal. Additionally, could you clarify which bonus was in effect and the specific rules governing the winnings from the tournament in which the player took part? If the evidence cannot be shared publicly, you can send it to me at michal.k@casino.guru

I first made the withdrawal, the night before the tournament ended, where I can send the screenshot that proves it was the night before. the tournament ended at 1am. And the next morning they gave the bonus and canceled the bonus to zero, as you can see in the image you uploaded the bonus amount was 400 euros, because it was the 1st prize.

As you can see, they gave the bonus and then canceled it a few minutes later.

And it was zero, so I couldn't play.

The withdrawal was made on the 18th at 10pm.

They're having problems with the tournaments because it's not the first time I've taken part and they're not giving out the prizes, and they're justifying that they're going to give them out later. I have emails to prove it. And I never received the amount at the time.

Here's proof that they said I was going to get a bonus from another tournament and I never did, and they say we have to accept it. I didn't accept anything, because it was automatically canceled.

Eu primeiramente fiz o levantamento, na noite anterior ao torneio terminar, onde posso enviar a captura que comprova que foi na noite anterior. o torneio finalizava a 1hora da manha. E na manha seguinte eles atribuiram o bonus e cancelaram o bonus a zero, como pode ver na imagem que voce colocou o valor do bonus era 400 euros, porque era o 1 premio.

Como pode ver eles deram o bonus e logo minutos a seguir cancelaram o bonus.

E ficou a zero, onde não pude o jogar.

O levantamento foi feito no dia 18, as 22horas.

Eles andam com problemas nos torneio porque já não é a primeira vez que participo e eles nao atribuem os prémios, e justificam se que vão dar mais tarde. Tenho emails a comprovar isso. E nunca cheguei a receber o valor na altura.

Aqui esta a prova que eles disseram que ia receber um bonus de outro torneio e nunca o recebi, e dizem que temos que aceitar. Eu nao aceitei nada, porque foi cancelado automaticamente.

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 AnaPereira90,  

I regret to inform you that I have not yet received a response from the casino team. I will reach out to the casino representative again in hopes of receiving an update. Additionally, I will extend the timeline by three more days to provide your case with further opportunity for resolution.

Dear AnaPereira90,  

I would like to provide you with a brief update. I have successfully contacted the casino representative, and they are currently reviewing your case. I anticipate being able to share further information with you shortly.

Dear AnaPereira90, 

I have received this message from the casino representative:

Hi @Michal

UPDATE: I can confirm that we will be awarding the customer with the leaderboard prize/bonus today (& contacting her shortly to confirm this)

Please let me know once this is addressed.

Good morning, yes on Friday I was awarded the bonus. I would like to thank you for your help and cooperation.

Best regards

Bom dia, sim na sexta feira foi me atribuido o bonus. Quero agradecer a vossa ajuda e colaboração neste sentido.

Cumprimentos

Great news, AnaPereira90. I'm glad to hear that your issue has been resolved. I will 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, 

Michal

Casino.Guru