Betroom 24 Casino - Der Spieler unterliegt Auszahlungsbeschränkungen.

Good morning, I deposited at this casino and activated the second welcome bonus. However, I won directly with real money without having touched the bonus. My player profile stated that the available withdrawal amount was €354.12, so I withdrew €350. Initially, my credit card withdrawal was rejected because the payment provider allegedly rejected it. I then withdrew via bank transfer, and the chat also said they can now withdraw without any problems. Then I received an email stating that I could only withdraw five times the amount of my deposit. I didn't even touch the bonus because I won directly with real money, and the withdrawal display in my profile also stated that the withdrawable amount was €354.12. It kind of makes me feel like I've been ripped off.

Guten Morgen ich habe in diesem casino eingezahlt und den zweiten willkommensbonus aktiviert, allerdings habe ich direkt mit echtgeld gewonnen ohne den Bonus angerührt zu haben in meinem Spielerprofil stand verfügbarer auszahlungsbetrag 354,12€ also habe ich 350€ auszahlen lassen erst mit Kreditkarte wurde abgelehnt, weil angeblich der zahlungsanbieter dies abgelehnt hat. Habe dann per Überweisung auszahlen lassen und der chat schrieb auch sie können jetzt ohne probleme auszahlen. Dann bekam ich die Email das ich nur den fünffachen Betrag der Einzahlung auszahlen lassen kann. Ich habe den Bonus nicht mal angerührt, weil ich direkt mit echtgeld gewonnen habe und es stand auch in der Auszahlungsanzeige im Profil auszahlbarer Betrag 354,12€ irgendwie fühlt man sich verarscht

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betroom 24 Casino.

I checked the website and found this:

10.1.3 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback) have a maximum withdrawal limit of 50 EUR, or equivalent in other currency. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirement (clause 10.2,10.3) have limits on withdrawal of 5 times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

10.1.7 Players are not allowed to collect and/or combine bonuses. Any Bonus (bonus that comes with deposit requirement) is "sticky" and is considered as active until withdrawal request has been processed or when winnings generated with the help of bonus are part of players balance or when players balance reach zero out threshold which is set to 1 EUR or equivalent in other currency.

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

• Are there any clues or evidence that indicate the bonus wasn't active?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Heiko004,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru