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Good morning. This casino offered me a 30€ bonus with a 200x rollover, 6000€, which for them would possibly be impossible to fulfill and win. The fact is that I met the rollover and won €900. They then invented that the most I could win was €30! So they confiscated the rest of the winnings and only left me €30 in the account! I tried to talk to the casino's live chat and they only showed me where it was written that I had to fulfill the 200x rollover, they couldn't tell me where it was written that the maximum win was €30!!!! I attach a photo of the winnings and my last bet before they confiscated the €870 leaving only €30 in my account! I ask for your help to pay me the rest of the money I won! Thank you 🙏

Boa dia. Este casino ofereceu-me 30€ de bónus com um rollover de 200x, 6000€, que para eles possivelmente seria impossível cumprir e ganhar. O facto é que cumpri o rollover a ganhar 900€. Como tal inventaram depois que máximo que podia ganhar eram 30€! Como tal confiscaram resto dos ganhos e só me deixaram 30€ na conta! Tentei falar com o chat ao vivo do casino e apenas me mostraram onde estava escrito que tinha de cumprir os 200x de rollover, não me souberam dizer onde estava escrito que o máximo ganho era 30€!!! Junto em anexo foto do ganho e a minha última aposta antes de me confiscarem os 870€ apenas deixando na minha conta 30€! Peço a vossa ajuda para que me paguem o resto do dinheiro que ganhei! Obrigado 🙏

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Dear NGamas77,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your winnings being reduced.

I have reviewed the Terms & Conditions of the casino and I found a clause stating that no-deposit bonuses may have a maximum withdrawal limit of 5x the bonus amount. This would mean that, for example, a €30 free bonus could be capped at €150, regardless of higher winnings.

However, to properly assess your case, I would like to clarify a few important details:

• Can you please confirm that this is the correct casino website where you claimed the bonus?
• Was the €30 bonus a no-deposit (free) bonus, or did you make a deposit to activate it?
• Do you have any screenshots or emails showing the exact bonus terms that were presented to you at the time of activation?

If you have any additional communication with the casino (emails, chat transcripts, or bonus offers), please feel free to forward them to petronela.k@casino.guru.

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,

Petronela

Good afternoon, in those terms it also says that the bonus wagering would be 40x and not 200x as was the case. In my opinion, being 200x is enough to make it almost impossible to win anything, I don't think it fits in anyone's head to play with a 200x bonus to win 30€!!! The bonus was a no deposit bonus, and the casino claims to have sent an email saying that the maximum win was €30. I didn't see that mail and when I activated the bonus it was on the casino website itself and when I read the terms I didn't read any limit, unfortunately I don't have a copy of those terms. In any case, I will send you a copy of the online chat I had with the casino. Thank you very much for your help.

Boa tarde, nesses termos também diz que o wagering do bónus seria 40x e não 200x como era o caso. Na minha opinião, ser 200x já é para quase impossibilitar qualquer ganho, penso que não cabe na cabeça de ninguém jogar com um bónus de 200x para ganhar 30€!!! O bonus era sem depósito, e o casino afirma que enviou um mail no qual diria que o máximo de ganho era de 30€. Eu não vi esse mail e quando acionei o bonus foi no próprio site do casino e quando li os termos não li qualquer limite, infelizmente não tenho cópia desses termos. De qualquer forma vou enviar para o seu mail cópia da conversa por chat online que tive com o casino. Muito obrigado pela vossa ajuda.

Yes, I'm sure that's the casino. In a conversation with the casino, they claim that a pop up window would open at the time of bonus activation, where it would say that the maximum win was €30, but I didn't get such a window and even the casino's support service couldn't show me where that rule was written. Again, I think that a 200x rollover is in itself a limit that discourages anyone, let alone knowing that you can only win €30 or even €150, so there's no point in giving bonuses!!! Just recently I received a similar bonus from another casino, I'm sure the rollover wasn't even close to 200 and with no limit on winnings, so much so that I won and no objections were raised!!! I think there's a lack of seriousness here on the part of the casinos who just want to get people playing, with limits that make no sense whatsoever, with no intention of paying out if things don't go well for them. Once again, if you don't want to take risks, don't offer bonuses, but don't play games with people!

Sim tenho a certeza de que é esse o casino. Em conversa com o casino, eles afirmam que uma janela pop up se abriria na altura da ativação do bónus, onde diria que o ganho máximo eram 30€, mas não me surgiu tal janela e nem o serviço de suporte do casino me conseguiu mostrar onde estava escrito essa regra. Novamente, acho que um rollover de 200x é por si só um limite que desencoraja qualquer um, muito menos sabendo que apenas pode ganhar 30€ ou até 150€, para isso não vale a pena estarem a dar bónus!!! Ainda há pouco tempo recebi um bónus parecido de outro casino, tenho a certeza de que o rollover não era sequer aproximado de 200 e sem limite de ganhos, tanto é que ganhei e não foram apresentadas quaisquer objecções!!! Penso que há aqui uma falta de seriedade da parte dos casinos que apenas querem pôr as pessoas a jogar, com limites que não tem qualquer sentido, sem qualquer intenção de pagar se as coisas não correrem bem para o lado deles. Mais uma vez digo, se não querem correr riscos não ofereçam os bónus, brincarem com as pessoas é que não!

Good afternoon, I've noticed that the deadline for replying has passed, is there a problem?

Boa tarde, reparei que já passou o prazo de resposta, há algum problema?

Hi NGamas77,

Thank you for your reply.

I would like to clarify one important point regarding how the bonus was presented to you.

Could you please confirm how exactly you received or activated the bonus?

• Was it offered to you via email?
• Or did you activate it directly on the casino website (for example via your account or a promotion section)?

This detail is very important for us, as we need to determine whether the bonus conditions (especially the maximum win limit) were clearly presented to you at the time of activation.

If you are able to locate the email mentioned by the casino, please kindly forward it to us as well.

Thank you.

Good morning, as I said before, I activated the bonus on the casino website, if they sent any mail, I don't have it, I've looked everywhere and I can't find it. The T&Cs I read were on the casino website, in a link where it said, bonus terms! Thank you

Bom dia, como disse anteriormente, ativei o bonus no site do casino, se eles enviaram algum mail, eu não o tenho, já procurei em todos os sítios e não o encontro. As T&Cs que li estavam no site do casino, num link onde dizia, termos do bónus! Obrigado

Good afternoon, I know that you still have a few days to respond, but last time you exceeded the deadline and I would like to know if everything is ok and can I count on your help? Regarding the email that the casino claims to have sent, it cannot in my opinion for several reasons, such as going to spam mail, be the substitute for terms that are clearly visible on the site itself! If there is a possibility of activating the bonus on the site, without seeing the mail, as was my case, the terms must be described there, or not?! Thank you

Boa tarde, sei que ainda tem uns dias para responder, mas já da última vez ultrapassou o prazo e gostaria de saber se está tudo bem e posso contar com a vossa ajuda? Em relação ao mail que o casino alega ter enviado,, não pode na minha opinião por várias razões, tais como ir para o correio de spam, ser o substituto de termos bem visíveis no próprio site! Se há a possibilidade de ativar o bonus no site, sem ver o mail, como foi o meu caso, os termos tem de estar lá descritos, ou não?! Obrigado

Good afternoon, once again the deadline for your response is running out and I'm not getting an answer. If you don't want to help, I'd appreciate it if you'd say so, so I can think of alternatives. Thank you

Boa tarde, mais uma vez o prazo para vossa resposta está a acabar e não obtenho resposta, se não querem ajudar agradecia que o dissessem para que possa pensar em alternativas. Obrigado

Dear NGamas77,

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, Martina (martina.b@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.

Dear NGamas77,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BillyBets Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.

Good morning, if the casino chooses not to respond, what other options do I have to resolve the issue? Thank you

Bom dia, se o casino optar por não responder, que outras opções tenho para resolver a questão? Obrigado

I’m afraid that, if the casino does not become responsive, there will unfortunately not be much that can be achieved without its cooperation. Since the casino operates without a valid license and does not refer to any ADR service, there would be no gaming authority to turn to.

In such a case, the complaint will be marked as "unresolved" in our system. I understand this would not be a satisfactory solution to your issue. However, the decrease in the casino’s rating caused by unresolved complaints could potentially help to change its approach.

But let´s not go there yet.

Dear NGamas77,

Thank you for your patience.

We have reviewed this case and can confirm that the promotion in question did have a maximum winnings limit of €30.

When a player accepts this type of bonus, the system automatically sends an email with the full promotion Terms and Conditions to the registered email address. This process is automatic, not manual, so the terms are sent as part of the standard bonus activation flow.

In this specific promotion, the €30 maximum win condition was included in the Terms and Conditions. We are attaching screenshots related to this exact promotion, where this condition can be seen.

Based on this, the bonus was applied correctly and in line with the stated promotion terms.

We understand this may be frustrating, especially after completing the wagering requirements, and we appreciate your feedback regarding the clarity of bonus terms. Your comments will be shared internally to help improve transparency going forward.

Kind regards,

BillyBets Casino Team

Was this explicit when the bonus was activated? Because the times I've spoken to your support nobody has shown me that! In the terms and conditions that I saw through a link below the bonus, it didn't show any of this content!

Isto estava explícito quando se acionava o bonus? Porque das vezes que falei com o vosso suporte ninguém me mostrou isso! Nos termos e condições que vi através de um link em baixo do bónus não mostrava nada desse conteúdo!

I even have a screenshot of the conversation with your support where I clearly asked where the conditions of the bonus were that you said there were and nobody could tell me!

Tenho inclusive print da conversa com o vosso suporte onde pergunto claramente onde estavam as condições do bónus que diziam haver e ninguém me soube indicar!

Here's part of the conversation I had with support, where I asked them to

the terms and conditions of this bonus, and the answer I got. If there were specific terms and conditions for this bonus, they weren't given to me and the link that appeared below the bonus with the t&c of this bonus referred to the general T&C.

Junto aqui parte da conversa que tive com o suporte, onde peço que me

enviem os termos e condições deste bónus, e a resposta que obtive. Se havia termos e condições específicas para este bónus, elas não me foram facultadas e o link que aparecia por baixo do bónus com os t&c deste bónus remetiam para os T&C gerais.

Dear BillyBets Casino,

can you please send me a screenshot to my email (martina.b@casino.guru) from your internal system proving that the email had been sent to the player with this info?

Thank you very much on advance

Dear Martina,

We truly appreciate your patience.

We would like to inform you that the request has been forwarded to the relevant team. Once there is an update, we will inform you immediately.

Best regards,

Billybets team

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.