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This is under all sow and I can only shake my head, I earned the 2000 € with a bet of 0.10 € - 5.00 €, with 10 € he had done nothing, so I am back in the bottom Level held up, because the management decided that they would confiscate the entire 2000 € ... I would have accepted a fine but NOT the entire 2000 € !!!

Das ist unter aller Sau und ich kann nur noch mit den Kopfschütteln, die 2000€ habe ich mir bei einem Einsatz von 0,10€ - 5,00€ erspielt, bei 10€ hatte er nichts gemacht, demnach hab ich mich wieder im unteren Level aufgehalten, denn hat das Management entschieden, das sie mir die kompletten 2000€ beschlagnahmen ... ich hätte mich auch für eine Geldstrafe eingelassen aber NICHT die kompletten 2000€!!!

Additional comments from the player:

"I had requested a payout of € 1500.00, and had just under € 700.00 to play with, they confiscated the € 2000.00 from me because I probably played with € 10.00, but the stake came No win, only when I played again in the lower area with the stake of 2.00 € did I win a large amount of 1840.00 € ... I find it unfair that they want to confiscate everything, even though I do did not achieve anything great with the high ones, I have to follow the course of the bet!"

Dear Melly,

Thank you very much for submitting your complaint. I’m very sorry to hear that you didn’t succeed to withdraw any of the winnings that you have accumulated during the bonus play. I have checked the General Bonus T&Cs, and this is what I found:

"The maximum bet with an active bonus is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Betamo reserves the right to confiscate the winnings." 

Are you aware of placing single bet higher than the maximum allowed?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you in advance.

Best regards,

Petronela

I still didn't make a profit in the € 10 range !!! Has deducted everything, no profit, only if I played again in the lower area. "Area with the use of 2.00 € I won a large amount of 1840.00 € ... I find it unfair that they therefore confiscate everything want, although I have not achieved anything great with the high ones, so I ask you not to confiscate all the money !!!

Ich habe dennoch im 10€ Bereich keinen Gewinn erzielt!!! Hat alles abgezogen, kein Gewinn, nur wenn ich wieder im unteren Bereich spielte." Bereich mit dem Einsatz von 2,00 € habe ich einen großen Betrag von 1840,00 € gewonnen ... Ich finde es unfair, dass sie deshalb alles beschlagnahmen wollen, obwohl ich mit den hohen nichts Großes erreicht habe! also bitte ich sie, mir nicht das komplette Geld zu Beschlagnahmen!!!

Dear Melly,

As I mentioned earlier, there is not much I can do to support your case at this time. Please understand, that the max bet rule applies for the whole duration of wagering. I am very sorry we were not able to help you with this case, but please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. I will now reject your complaint. Thank you very much for your understanding.