Betovo Casino - Вывод средств игроком задерживается, а выигрыш конфискуется.

I played with the bonus, then canceled it, deposited two games, cancelled the bonus spins I'd earned, and decided to withdraw PLN 324, which was my withdrawable balance. Initially, they had problems with verification, claiming the photo, taken with a tablet, was blurry, which isn't true. Finally, after trying, they supposedly verified my account. However, when I managed to verify it, they cancelled my withdrawal. My winnings were reset to the deposit amount without explanation. I didn't break any rules; I have one account, cancelled the bonus spins, and the withdrawal is based on real-money play on two games with a wager of PLN 2 each. After canceling the bonuses, I had PLN 324 left in my real-money account, but they took my winnings. They voided my winnings and left me with a deposit of PLN 100. I tried to withdraw my deposit, but since I could only use the same method I deposited with, this method was blocked. The chat consultant told me to process the deposit a second time, but this was because the RNG and RTP of the games were practically zeroed out, the machines were blocked, or they were modified to make me lose – it was obvious. After the bonus was voided, all the funds were voided, which is not true, because the bonus was PLN 400, and my funds were PLN 324, so over PLN 700. When I voided the bonus, the funds were actually PLN 324, and that's how much I requested for a withdrawal. I didn't know where to file a complaint, and I lost PLN 100. Please help me recover this 224 PLN. This is the only evidence I have. The transaction history shows how much the bonus and total amount was, how much was left after the bonus was canceled, and what withdrawal method was blocked. I'm from Poland, I live here, but in my profile, I could only select France.

Grałem z bonusem, następnie go anulowałem, postawiłem depozyt w dwóch grach, anulowałem zebrane bonusowe spiny i zdecydowałem się wypłacić 324 zł, bo tyle było mojego salda do wypłaty. Na początku mieli problemy z weryfikacją, twierdząc, że zdjęcie,zrobione tabletem jest niewyraźne,co nie jest prawdą. W końcu po próbie rzekomo zweryfikowali moje konto. Jednak gdy udało mi się to zweryfikować, anulowali moją wypłatę. Wygrane zostały zresetowane do kwoty depozytu bez wyjaśnienia. Nie złamałem żadnych zasad; Mam jedno konto, anulowałem bonusowe spiny, a wypłata następuje za grę na prawdziwe pieniądze w dwóch grach z zakładem po 2 zł. Po anulowaniu bonusów zostało mi na koncie na prawdziwe pieniądze 324 zł, ale wygraną zabrali. Anulowali wygrane środki i pozostawili depozyt w wysokości 100 zł.chciałem wypłacić depozyt, ale ponieważ mogłem skorzystać tylko z tej samej metody, w której dokonałem wpłaty.Została zablokowana ta metoda,konsultant czatu kazał mi przetworzyć depozyt po raz drugi, ale stało się tak dlatego, że RNG i RTP gier zostały praktycznie wyzerowane, maszyny zostały zablokowane lub zostały zmienione, abym przegrał – było to widać gołym okiem.Po anulowaniu bonusu wszystkie środki zostały anulowane, co nie jest prawdą, bo bonus wynosił 400 zł, a moje środki wynosiły 324 zł, a więc było to ponad 700 zł. Kiedy anulowałem bonus, faktycznie środki wynosiły 324 zł i tyle zażądałem wypłaty. Nie wiedziałem gdzie złożyć skargę i straciłem 100 zł. Proszę o pomoc w odzyskaniu tych 224 zł.Tylko takie dowody mam,w historii transakcji widać ile było bonusu i wszystkich pieniędzy i ile było po anulowaniu bonusu,oraz jak metodą wypłaty została zablokowana.Jestem z Polski,tu mieszkam,ale w profilu dało się tylko zaznaczyć Francję.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions for clarification.

• How much of the wagering requirements had you completed at the time you cancelled the bonus, when 324 PLN remained in your account?
• Did you receive any warning message or pop-up notification about the consequences of cancelling the bonus before you finished wagering it?
• Am I correct in understanding that after cancelling the bonus, only your initial deposit of 100 PLN remained in your account?

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

Best regards

Veronika

I don't know, maybe only 5%, because when I saw it while checking if my real balance could be withdrawn, I immediately canceled the bonus. I played the spins and canceled them immediately, leaving me with PLN 324 of real balance. They canceled the real winnings and left me with PLN 100 of my deposit, which blocked the withdrawal methods, so I lost the deposit. The bonus funds totaled about PLN 400, plus my 324, for a total of almost PLN 700. But when I canceled the bonuses, it said there was PLN 324 to withdraw. No, no messages appeared; it said the bonus could be canceled at any time.

Nie wiem, moze z 5 % tylko ,bo ja jak widzialem bo sprawdzalem czy realne saldo mozna wyplacic to zaraz anulowalem bonus.A spiny zagralem i tez zaraz je anulowalem i pozostalo na koncie wtedy 324 zl realnego salda.Oni anulowali te wygrane realne i pozostawili 100 zl mojego depozytu,czego zablokowali metody wyplat,wiec przegralem ten depozyt.Bonudowych srodkow razem bylo 400 okolo i moje 324 co dalo razem prawie 700.Ale gdy anulowalem bonusy, pisalo ze do wyplaty jest 324zl.Nie,zadne komunikaty sie nie pojawialy,pisalo ze bonus mozna anulowac w dowolnym momencie.

Thank you for your reply. To allow us to properly review your gameplay with bonuses and the related cancellations, please request that the casino send you your gaming history in Excel format via email. Once you receive it, kindly forward the file to me at [email protected].

Additionally, please include all relevant communication between you and the casino’s customer support that may be important for the investigation of your case.

Thank you for your cooperation. I look forward to reviewing the materials.

Hello. I sent a request. They replied that they will consider my request for this game history within 30 days. Once they send it to me by email, I will contact you immediately.

Witam.Wyslalem prosbe.Odpisali ze w ciagu 30 dni rozpatrza moja prosbe o ta historie gier.Jak wysla na email to od razu sie z Pania skontaktuje.

Hello Aleks212,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the information. If you received any updates from the casino in the meantime, please forward them to me at [email protected]. Thank you for your cooperation.