BetAmo - Confiscated winnings 64.001,23 EUR

Ruling

Resolved - A dispute about promotional terms and conditions has been resolved and this player has confirmed that they have now been paid in full by Betamo Casino.

Read our Betamo Casino Review.

Player's Complaint

Betamo casino refuses to pay me my winnings amounting to 64.001,23€.

Brief history

On the 31th of October 2019 I deposited 50 euros on the gambling website Betamo.com. and lost it the same day after placing 582 bets.

On 1st of November 2019 I proceeded with a new deposit of 50 euros and received from the casino a VIP bonus of 30 euros, which was valid until the 8th of November 2019.

According to the 1h general term and condition of playing with bonuses: All deposit bonuses and free spins have to be wagered x40. I started gambling on the 1st of November, having 80 euros in my account, and after placing many bets I completed this required term on the same day and at that point I had a balance of 343,78 euros in his account.

Afterwards, with the aforementioned amount I continued betting on the casino for two weeks (1-11-2019 to 14-11-2019) winning a significant amount of money. More specifically, on 13th of November 2019 I had on my account an amount of 70.001,08 euros. Later, that day I withdrew from my account 4.000€.

On 14th of November 2019 17:43 I placed one last bet and at that point my account had the total amount of 70.001,23 €. I decided to stop betting and requested a withdrawal of 4.000 €, which was denied. Immediately I contacted the casinos’ Support team in order to solve the problem concerning the denied withdrawal. I was surprised to find out that he will not be receiving the total amount of his winnings (74.001,23€) but only the amount of 10.000€.

They claimed that according to the casinos’ Bonus Terms & Conditions: 1e. When playing with an active bonus, the real money is played first, followed by the bonus funds. As a result of my deposit (50€) and bonus (30€), all the further winnings come from the bonus.

Therefore, according to Bonus Terms & Conditions: 1d. The maximum winnings that will be paid out resulting from a cashback bonus, comp points bonus, tournament bonus, daily deposit bonus or the weekly bonus will be 10,000 EUR/USD/CAD, 100,000 NOK, 500,000 RUB, 50,000 PLN.

In this case the aforementioned terms are not applied because, as I stated to the casino, I had already wagered the VIP bonus x40 times so it was no longer valid therefore my following bets were made with real money. As a result, the bonus terms and conditions do not apply to my final winnings. The casino dismissed my allegation and insisted on paying me only the amount of 10.000€. Therefore, considering that I had already withdrawn 4.000€ on 13-11-2019, they confirmed another withdrawal of 4.000€ on 14-11-2019 and a last one of 2.000€ on 15-11-2019 and thereafter ignored my constant payment reminders.

In this case the behavior displayed by the casino and the aforementioned terms are highly unfair. First of all, after I wagered 40 times the bonus amount I completed the required 1h term so after that he wagered with real money free from the bonus’ terms. Furthermore, I had the right to be properly informed about the Terms and Conditions, concerning the maximum winnings that will be paid out resulting from a bonus. The casino should have informed me about this particular term. However, in this case the casino never informed me that I had reached the maximum withdrawable amount of 10.000€ and let me play for two weeks, with the hope that I will lose the money. It is worth mentioning that throughout this whole period, that I continued playing, the casino was in constant communication with me for identification purposes, so they could have informed me accordingly. Had I known that I could only win 10.000€ I would have stopped placing bets when I reached this amount. My lack of information about this specific highly unfair term, resulted in me continuing placing bets and winning the total amount of 74.001,23€.

Moreover, I was strongly convinced that I would receive my winnings because the casino placed an advertisement on their website, for over one month, under the title THE BIGGEST WIN Ioannis ,46.520,00, in The Wiz. This advertisement is a characteristic acknowledgment of their debt to me, otherwise this advertisement can be considered as a misleading and unfair promotional scheme.

Finally, after my dispute and communication with the casino they added in 1d. general term and condition of playing with bonuses (1d. The maximum winnings that will be paid out resulting from a cashback bonus, comp points bonus, tournament bonus, daily deposit bonus or the weekly bonus will be 10,000 EUR/USD/CAD, 100,000 NOK, 500,000 RUB, 50,000 PLN.") the following term: Time-frame set for examination for each specific case is set up to 14 working days. The sole reason for this was to dismiss our dispute under this specific term. Considering the fact that you have the authority to receive complaints from players arising out of the services provided by BetAmo online casino, I address you for all the above.

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7 Responses

ThePOGG

February 11, 2020

Hi jonnis3 - welcome to ThePOGG.com! As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now. You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/ To summarise. – Use of this service does not preclude your seeking redress through court proceedings . – This service is free to use for both the complainant and operator. – At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions). – You are not obliged to obtain independent or legal advice or representation, though you may choose to do so. If you have any questions about the above, let me know. I'll contact the operator and see what we can find out for you. ThePOGG

ThePOGG

February 25, 2020

Hi jonnis3,

Our understanding is that your funds will be returned to your account shortly. We would appreciate it if you could confirm when that happens.

Thanks,

ThePOGG

ThePOGG

March 13, 2020

Hi jonnis3,

Have you received your funds?

Thanks,

ThePOGG

jonnis3

March 16, 2020

Hi betamo has return my wins but I can not all money withdraw. Maximum withdrawal amount processed to a player is 4000 €/$/CAD daily, 10000 €/$/CAD per a week and 40000 €/$/CAD per a month, unless otherwise specified in the Terms & Conditions of a specific promotion.For this reason I wait to withdrawal all money because 2 times has my withdraw canceled without reason and in chat I have informed to try next day.I informed you when all money is withdrawal.

ThePOGG

March 17, 2020

Hi jonnis3,

That would be appreciated. We will hold this complaint open until you have confirmed receipt of your full balance.

Thanks,

ThePOGG

jonnis3

April 12, 2020

I confirm receipt of full balance.They have over 10 times my withdrawal canceled without any reason but finally today I have all the money receive.

ThePOGG

April 14, 2020

Hi jonnis3,

Thanks for letting us know - it is appreciated!

ThePOGG