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Casino confiscated €1,000 due to calculation error on 5x Bonus Rule

Description: I am disputing a confiscation of funds made on January 12th, 2026. The casino deducted €1,700.59 from my winnings, citing Term 58.3.3.

Term 58.3.3 states: "Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given."

The Problem: The casino calculated this limit incorrectly, effectively cheating me out of €1,000.

The Facts (See attached evidence):

On Jan 5th, my balance dropped to €0.01 (effectively zero).

I received a Cashback Bonus of €261.79 immediately after.

According to the casino's own 5x rule, my withdrawal limit should be: €261.79 x 5 = €1,308.95.

However, the casino confiscated €1,700.59 and left me with only approx. €300.

By leaving me with only €300, the casino implies my bonus was only €60. This is false. My transaction history clearly shows the bonus was €261.79.

Demand: I request that Betizia corrects this mathematical error. I was entitled to withdraw €1,308.95. Since they left me with only ~€300, they still owe me approximately €1,000.

I have tried to resolve this with support, but they refuse to look at the math and say the decision is "final".

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Dear Hartsss,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the confiscation of your funds.

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

• Have you ever made a withdrawal at this casino?
• Did you receive any communication from the casino regarding the confiscation of your funds apart from the support you mentioned?
• Would you be able to provide any account screenshots that may assist in verifying your balance and bonus amounts?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

Hello!

I haven't made any withdrawals to my account. I made several deposits!

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Here is what I got from betizy when they took too much money: We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €1,700.59 has been removed from your balance due to the breach of the following Terms & Conditions: I was withdrawing 2000€. So they really took way too much money, as the cash back bonus was roughly 250euros.

58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to x3 times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to x6 times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to x8 times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to x10 times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to x12 times the initial deposit amount. Any winnings above that limits will be forfeited.

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team

I was withdrawing 2000€. So they really took way too much money, as the cash back bonus was roughly 250euros.

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Did you get the Excel file with your complete game history from betizy? I think I added it also here in my complain. I got it from betizy when I asked for it. 

If not, where can I send this exel?

Thank you!

These are straight from the exel i received from betizy (photo added of the mail)

Dear Hartsss

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 Peter (peter.c@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

Hello there,

Thank you Hartsss for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betizy Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

I hope they will respond objectively. I am very afraid that they will refuse to deal with the matter.

Toivon, että he vastaavat asiallisesti. Pelkään pahoin, että kieltäytyvät käsittelemästä asiaa.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We've reopened this complaint at the request of Hartsss. We received the following message:

I contacted MADRE and told them what had happened. After all the hard work that seemed completely pointless, but I always believed I was right, Betizy now contacted me and admitted their mistake. They refunded the 1700e to my account.

Let this be a lesson to everyone, don't give up if you know you have been treated unfairly.

Dear Hartsss, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

We’ve reopened this complaint at the request of Hartsss. We received the following message:

Otin yhteyttä MADRE:n ja kerroin tapahtuneesta. Kaiken raskaan työn jälkeen, joka tuntui täysin turhalta, mutta uskoin aina olevani oikeassa, Betizy otti minuun nyt yhteyttä ja myönsi virheensä. He palauttivat 1700e pelitililleni.

Olkoon tämä opiksi kaikille, älkää luovuttako mikäli tiedätte että teitä on kohdeltu väärin.

Dear Hartsss, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I got my money and closed my account. Matter resolved!

Sain rahani ja suljin tilini. Asia käsitelty!

Dear Hartsss,

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,

Peter