Betwarts Casino - El retiro del jugador se retrasa debido a un problema con el bono.

Hello,

I used a 200% bonus at Betwarts and successfully fulfilled the wagering requirements. According to the promotional email, the conversion rate is 10x the granted bonus amount. In my case, this was €84 in bonus money. However, my bonus was reduced to 1.5x the granted bonus amount, which is incorrect. I tried to resolve the issue myself, but the casino is unwilling to cooperate. I have all screenshots (deposit, wagering requirements, promotional email, etc.) and would appreciate your assistance.

The correct amount after the wage adjustment would be 468 EUR and not 126 EUR!!!

Thank you very much

Hallo,

ich habe bei Betwarts einen 200% Bonus genutzt und konnte diesen erfolgreich umsetzen. Laut der Werbemail beträgt die Umwandlung 10x des gewährten Bonus. In meinem Fall waren dies 84 EUR Bonusgeld. Allerdings hat man meine Bonus auf 1,5x der gewährten Bonussumme gekürzt, was nicht korrekt ist. Ich habe das Problem versucht selbst zu klären, allerdings zeigt das Casino keine Einsicht. Ich habe alle Screenshorts vorliegen (Einzahlung, Umsatzerfüllung, Promomail etc.) und bitte hiermit um Hilfe.

Der richtige Betrag nach Umsetzung des Wagers wären 468 EUR und nicht 126 EUR !!!

Vielen Danl

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear snoopy86,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding the reduced withdrawal amount from Betwarts.

To better understand your situation, could you please provide us with the following details:

• Could you confirm whether this bonus was used for sports betting or casino games?
• Was this a deposit bonus (200%) or a free (no deposit) bonus?
• Could you please share the promotional email or a link to the specific bonus where the 10x conversion rate is stated?

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

Best regards,

Petra

Hello,

1 Casino games

2 deposit bonuses (200%), the bonus amount granted for playing was 84 euros.

Three promotional emails are attached. These clearly state that the maximum conversion amount is 10x the granted bonus amount.

Hallo,

1 Casinospiele

2 Einzahlungsbouns (200%), 84 Euro war der gewährte Bonusbetrag zum Spielen

3 Werbemail ist angehangen. Daraus geht auch ganz klar hervor, dass 10x auf die gewährte Bonussumme der maximale Umwandlungsbetrag ist

Thank you for your reply and for providing the previous details, snoopy86.

• Could you please provide your betting history so we can verify whether all bonus conditions were met?
• Have you received any explanation or notification from the casino regarding why the conversion rate was reduced from 10x to 1.5x?
• Additionally, could you please share the screenshots you mentioned, along with any relevant communication you’ve had with the casino?

You can send all relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Hallo,

hier ist eine "Erklärung" von Betwarts, die ich per Mail erhalten habe

Thank you for contacting our Customer Support Team.

We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message.

In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding

We are very sorry for the inconvenience this matter has caused you.

We have reviewed your account once again and can confirm that the bonus has been settled correctly.

Please note that the maximum winnings from this bonus were capped at 150% of the initial bonus amount, which equals exactly 126 EUR.

If you have any additional questions, please, do not hesitate to contact us via email support@betwars.com or via Live Chat. 

Best Wishes, 

Customer Service

//

Alle relevanten Screenshots, die belegen können, dass ich die Bonusbedingungen und somit den Wager geschafft habe, sind nochmal angefügt. Daraus ist auch ganz klar ersichtlich, dass ich 469 Euro auf der Balance hatte und nur noch einen Dreher auf 1 Euro machen musste, um den Wager zu schaffen. Danach wurden lediglich 126 EUR auf das Echtgeldkonto übertragen und nicht 468 Euro, wie es eigentlich sein müsste.

Dear snoopy86

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 Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betwarts Casino representative to join this conversation.

Dear Betwarts Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 all,

We would like to kindly inform you that we are checking the matter with our relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Betwarts Team

Dear snoopy86,

As you have already been informed from our support team, a 343 EUR cash bonus has been added to your casino account. You may wager it once in order to be able to withdraw your funds.

Thank you for your cooperation on the matter and excuse us for the inconvenience caused.

Best regards,

Betwarts Team

Dear snoopy86,

Can you please confirm, if you are satisfied with the casino's offer, or would you like us to continue with the intervention?

Can you also confirm, if you have in any way used the mentioned 343 EUR cash bonus has been added to your casino account?

Thank you.

Hello. The statement that the credit was applied is correct. What was less correct was that I had to wager this amount again and therefore lost money. The amount had already been wagered, but I accept it. The matter is now closed for me. Thank you to everyone involved.

Hallo. Die Aussage ist korrekt, dass das Guthaben gutgeschrieben wurde. Was weniger korrekt war, dass ich diesen Betrag erneut umsetzen musste und dadurch Geld verloren haben. Denn der Betrag war eigentlich schon umgesetzt, aber ich akzeptiere das so. Der Fall ist für mich damit abgeschlossen. Danke an alle Beteiligten.

Dear snoopy86,

I am sorry we were not able to help you in this case, and we are closing this complaint in accordance with your comment.

In the future, if you have opened complaint, and casino contacts you outside of the thread with an offer, please inform us about it with supporting evidence as soon as possible, before you agree to something, or utilize offered funds.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka