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Hello, i made a bonus deposit, finished the wager for the bonus and made like 150 euro but i still wanted to play more so i kept going and went on to win 450 euro and was happy with my winnings and withdrew it all, but then 300 euro got deducted from my winnings and i could only withdraw 150 euro, how is that fair? I completed wager requirements and i wanted to play more so i kept going and won more?

Dear casper040526,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betflare Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a link or a screenshot of the bonus you activated and played?
• Was there a clear signal that you completed the wagering requirements of said bonus?
• Were you informed at any time that the bonus terms and conditions persist after completing the wagering of the bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

i got a message saying the bonus money got converted to real money when bonus requirements was met but im not sure how to get a screenshot saying that

Please allow me further time to discuss the situation internally. I appreciate your patience.

Thank you very much, casper040526, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 casper040526,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betflare Casino representative to join this conversation and participate in resolving this complaint.

Dear Betflare Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear casper040526 and dear Stefan,

Thanks for your patience while we looked into this case.

To clarify what happened: on May 11, 2025, user casper040526 made a deposit of 25 EUR and, as part of that, chose to claim a 120% bonus (30 EUR) plus free spins. As with all our promotions, this bonus came with some conditions - the most relevant here is that winnings are capped at 5x the bonus amount, which in this case is 150 EUR. This rule is clearly outlined in our Bonus Terms and Conditions (specifically, sections 1.5 and 1.6), which all players agree to when opting into a promotion:

1.5. All winnings from any deposit bonus are limited to 5 times the bonus amount. This applies both to the maximum amount that can be converted into real money and the maximum cashout. Any excess funds will be voided before withdrawal.

1.6. After meeting the requirements for wagering and converting bonus funds into real money, the user must first withdraw the converted funds before making a new deposit and continuing to play. If this requirement is not met, all subsequent winnings will be annulled, except for an amount equal to x5 of the initial deposit bonus or deposit-free spins; or up to the maximum allowed withdrawal amount set by the rules for no-deposit bonuses or no-deposit free spins.

After the deposit, the real money balance was lost, and gameplay continued using the bonus funds. The player met the wagering requirements and successfully converted the bonus to real money - the total balance reached 450 EUR.

However, because of the 150 EUR win cap, we couldn’t release the full amount. On May 14, the withdrawal request was reviewed, and 300 EUR was removed as per the rules. An email was sent to the player that same morning explaining the adjustment. A new withdrawal request for 150 EUR was then submitted and paid out without issue.

We understand that having part of your balance removed isn’t ideal - but these limits are there to ensure fairness and responsible use of bonuses. Players are always free to skip the bonus and play with no strings attached if they prefer.

That said, we hope this clears things up. We’re happy to answer any other questions if needed.

Best regards,

Betflare Casino Team

Dear Betflare Casino,

Thank you for your response and the information you have provided.

Could you please state whether the player received any pop-up or warning that the bonus terms apply even after finishing the wagering?

I'll be awaiting your reply.

Dear Stefan,

Thank you once again for your follow-up and for raising this important point.

To clarify: our system does display a pop-up notification whenever a player’s balance is automatically adjusted due to exceeding the maximum release amount from a bonus. This message clearly states the allowed withdrawal amount, the credited sum, and any excess that was removed - as shown in the example below:

In the specific case of casper040526, the bonus was successfully converted into real balance, and at the moment of conversion, the balance did not exceed the 5x bonus cap. As a result, no automatic adjustment was needed, and thus, no pop-up was displayed. The balance only exceeded the cap later, at the time of the withdrawal request - which is when the adjustment was applied manually and confirmed by email.

Additionally, we’d like to emphasize that the rules regarding maximum conversion and withdrawal limits are always clearly stated in our Bonus Terms, which are permanently accessible through the casino interface. These terms apply to all promotions, and players are required to agree to them when claiming any bonus.

We hope this clears up the technical flow and confirms that the system functioned correctly based on the player’s actions and balance progression.

Should any further clarification be needed, we’re happy to assist - otherwise, we consider the matter resolved.

Best regards,

Betflare Casino Team

Dear Betflare Casino,

Could you please explain why the bonus terms were applied when the funds had already been converted into real money? What is the difference between withdrawing the funds and depositing again, and just continuing playing with real money?

We believe that players do not read the terms and conditions in general, and they shouldn't be set up in a way that the players can unknowingly break the rules. Our position on this is as follows:

"We do not tolerate any hidden or predatory rules because they are unfair towards players and put them at a disadvantage. If we notice them during our review process or if they are brought to our attention through a player complaint, we decrease the Safety Index and also try to get the casino to start behaving fairly if it's within our capabilities.

When it comes to deciding whether some clauses are predatory or not, we rely on our judgement and experience, as well online gambling best practices we are very familiar with.

The T&Cs should be written clearly so that they are easily and exactly understood by players. The entire system should be set up in a way that doesn't allow players to break the T&Cs unknowingly. All rules should be listed in one place (in the T&Cs), and they should not be unfair and/or predatory (see examples of hidden and predatory rules below)."

Therefore, we believe that the player should have received a pop-up stating that the bonus terms continue to apply. In this case, the player hasn't received any pop-up. Could you comment on this?

I'll be awaiting your reply.

Dear Stefan,

We’d like to clarify the intention behind the application of clause 1.6 in this case. The rule was not designed to penalize players or restrict access to real balance arbitrarily, but to prevent extended bonus-driven play - for example, where players meet the wagering requirement, then deposit again or continue playing without withdrawing, thus potentially bypassing bonus limitations while still using balance derived from a promotional offer.

The bonus was successfully converted into real balance, and that amount remained fully withdrawable. However, in line with the bonus terms, once the player met the wagering requirement, they were expected to either withdraw the converted funds or stop play. Continuing gameplay without withdrawing triggered the rule, which is intended to define a clear end-point for bonus-based gameplay.

We also carefully reviewed your comments regarding hidden and predatory rules as defined in the Fair Gambling Codex. In this case, we believe the rule in question does not fall into that category: it is explicitly outlined in the Bonus Terms, applies solely in the context of a voluntarily claimed bonus, and does not affect real-money play outside the promotional framework. The player was not misled, nor were their winnings arbitrarily restricted beyond the scope of the bonus limitations they accepted.

We would also like to highlight that, based on past feedback from the community and partners such as Casino Guru, we have already revised and refined our Bonus Terms with a strong focus on clarity and fairness. Our goal has always been to ensure that key limitations - such as win caps, wagering requirements, and post-wagering conditions - are clearly written, logically structured, and easily accessible to players. The current version of our terms reflects that effort.

We remain committed to maintaining fair and transparent practices and appreciate your continued engagement in this discussion.

Best regards,

Betflare Casino Team

Dear Betflare Casino,

Thank you for your response and the information you have provided.

The main issue remains that the player hasn't received any pop-up stating that he needs to withdraw his funds, and that the bonus terms continued to apply, therefore, the player was not fully informed that he needed to withdraw his funds. The player continued with the play, assuming that he was playing with real money, as his bonus balance was successfully converted into a real money balance. As the player hasn't received any pop-up, we believe that he should be paid the remaining amount of 300€ also.

We recommend that the pop-up appears to everyone who completes the bonus wagering to avoid such situations in the future.

I hope we can come to a mutual agreement.

I'll be awaiting your reply.

Dear Stefan, 

Thank you for your feedback throughout this case. We've now followed up with you via email to provide additional context and discuss the matter further.

Best regards,

Betflare Casino Team

Dear Betflare Casino,

I haven't received any email from your side. Could you please resend it to my email address stefan.m@casino.guru?

Thank you very much in advance.

I'll be awaiting your reply.

Dear Stefan, 

We've resent the email to stefan.m@casino.guru. Please confirm if you have received the email.

Best regards,

Betflare Casino Team

Dear Betflare Casino,

I have received your email and have responded. Please let us know once you respond to the email.

I'll be awaiting your reply.

Dear Stefan,

Thank you for your message. We’ve received your reply by email and will get back to you shortly there.

Best regards,

Betflare Casino Team

Dear Betflare Casino,

I haven't received any email from your side yet. Could you please respond as soon as possible? Thank you very much in advance.

I'll be awaiting your reply.

Dear casper040526 and Stefan,

Thank you both for your waiting and continued communication on this case.

As a gesture of goodwill and in light of the discussion, we have decided to return the remaining 300 EUR to the player's account. The funds have already been credited and are fully available for withdrawal.

While we remain confident that the bonus terms were applied correctly and transparently, we acknowledge that additional in-platform communication - particularly at the moment when bonus funds are converted into real money - can help avoid confusion. We appreciate your feedback on this point, and we will be reviewing ways to make the bonus flow and conditions more clearly communicated going forward.

Thank you again for your time and cooperation.

Best regards,

Betflare Casino Team

Dear Betflare Casino,

Thank you for your response and the information you have provided. Your cooperation is much appreciated.

Dear casper040526,

Could you please confirm that you have received the funds to your casino account?

I'll be awaiting your reply.

Yes they have arrived in my casino account, thank you for your help, appreciate it

Dear casper040526,

Did you manage to request a withdrawal?

I'll be awaiting your reply.

No, they are asking me for a verification of a card, only problem is, i dont have that card anymore. I canceled it a while ago

Dear casper040526,

When did you cancel your card? Could you please visit your bank and request proof of ownership for the card or a statement that shows which cards you currently own or previously owned?

I'll be awaiting your reply.

i can show a document showing the card i own right now, which i have already verified on their site a while ago

Dear casper040526,

You are required to verify the card that was used to make the deposit into the casino due to an AML Policy. Please provide us with the proof that you owned the card. You can send it to my email address stefan.m@casino.guru, or you can send it directly to the casino support.

I'll be awaiting your reply.

I sent to your mail

Dear casper040526,

Thank you for your email. Did you manage to provide to the casino support too?

I'll be awaiting your reply.

Hello they accepted it, now i just have to wait, still pending, i will post here when money is received

Dear casper040526,

I am glad to hear that. Please keep us updated regarding the withdrawal.

I'll be awaiting your reply.

Hello, withdrawal has been complete and the money has arrived in my bank account, thank you for all the help

Dear casper040526,

We're glad to hear that your issue has been resolved. We'll 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,

Stefan, Casino.Guru