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I won 4500 €

I made a withdrawal, after sending all the documentation that was requested of me. After a few days, I was informed that the payment could only be 500 € and the 4000 € was returned

My account was blocked for several hours and all my withdrawals were modified

I had also sent an email with all the details and screenshots

Ho vinto 4500 €

Ho fatto il prelievo, dopo aver mandato tutta la documentazione che mi è stato chiesta dopo qualche giorno mi viene comunicato che il pagamento poteva essere solo di 500 € e i 4000 € Venivano tornati

Mi è stato bloccato l'account per alcune ore e mi hanno modificato tutti i prelievi

Vi ho inviato anche un email con tutti i dettagli e gl screen fattj

Dear Felicefg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I activated it on Saturday evening

My account is happy78

I played slots

The bonus was active

I had to reach around €1200 for it to turn into real money, so it was arriving at a winning sum of €4500

It should also be specified that in the various emails sent they did not reply to me but only sent them emails without any explanation

In chat the manager was very awkward in giving me an answer

I told him that I wanted to see the terms and conditions since I couldn't find it on the site regarding this bonus

In a very arrogant way he told me close the chat and you will receive the email

Email never arrived

L ho attivato sabato sera

Il mio account è felice78

Ho giocato alle slot

Il bonus era attivo

Dovevo raggiungere 1200 € circa in modo che si trasformare in soldi reali, così è stato arrivando a una somma di vincita di 4500 euro

Da specificare inoltre che nella varie email inviate non mi hanno mi risposto ma inviando solo email loro senza nessuna spiegazioni

In chat la responsabile molto impacciata a darmi una risposta

Gli ho detto che volevo vedere termini e condizioni visto che sul sito non lo trovavo riguardante questo bonus

In modo molto arrogante mi ha detto chiudi la chat e ti arriva l'email

Email mai arrivata

I know they won't give me anything anymore

Just to help many players like me not to fall into these traps and not play on this site because you are really giving away your money.

If you think you will win something they will not give you either the winnings or the bonuses you are entitled to

In 4 days in chat I always chatted with the same people, a certain Deborha and a Laura introducing herself as manager at any time any day just the two of them mha..

I hope my complaint helps other people

Tanto lo so che non mi daranno più nulla

Solo per aiutare a tanti giocatori come me di non cadere in queste trappole e non giocare su questo sito perché davvero regalate i vostri soldi.

Se pensate di vincere qualcosa non vi daranno né la vincita ne i bonus che vis spettano

In 4 giorni in chat ho chattato sempre con le stesse persone, una certa deborha e una Laura presentandosi da responsabile a qualsiasi ora qualsiasi giorno solo loro due mha..

Spero che il mio reclamo sia d'aiuto a altre persone

Thank you, Felicefg, for the clarification. I have checked the general bonus terms and conditions (here) but couldn't find any rule about maximum cashout that would apply to a deposit bonus.

• Can you confirm whether this was your initial redeemed bonus at the casino?
• Additionally, could you clarify the method by which you activated the bonus? Was it accessible within your account, or did you activate it through a promotional email? I'm inquiring to determine if there were any specific terms associated with the offer when you activated it.

I paid 600 euros on Saturday evening, not having received any bonus, I ask in chat why, also because it was written on their site 100% first deposit bonus

They told me I had to write to suppor@betmartini.com

So I did, no response but on Sunday when I entered the betmartini site I saw that there was a bonus of €50 which to make it become real money I had to play for up to 1200 euros, I played in slots and I won while always keeping the bonus under control until I managed to reach the goal, having reached a win of around 1700 I exit the game and see that it has become real money, I continue playing until I reach a win of 4500 I make withdrawals with my infinity which I didn't know what it was, I ask in chat if the withdrawal was successful and they tell me that I had to wait for an email from kyc that arrived the next day asking me for all the documents, I sent everything and I explained to them via email that I didn't have mu infinity if there was the possibility of withdrawing via Iban, no response from them, on the site I see that there was also the possibility of doing so via IBAN, I cancel the previous withdrawals and make a withdrawal of 2000 and one of 2500

After two days they ask me to confirm my IBAN by sending other documents, after half a day they write to me your account and it has been verified you can only withdraw 500 euros and the 4000 will be cancelled, from there I asked for various info but with no response, only in chat someone who He calls himself responsible and said that I could only withdraw 50 euros for the bonus and they would do 500 as a favor.

My account was blocked, I sent other emails but no response, I sent you via email to the address you gave me all the various screens in my possession.

Ho versato 600 euro sabato sera, non avendo ricevuto nessun bonus chiedo in chat il motivo, anche perché c'era scritto sul loro sito bonus primo deposito 100 %

Mi dicono che dovevo scrivere a suppor@betmartini.com

Cosi ho fatto, nessuna risposta ma la domenica entrando sul sito betmartini vedo che c'era un bonus di 50 € che per farli diventare soldi reali dovevo giocare cora 1200 euro, ho giocato in slot e ho vinto tenendo sempre sotto controllo il bonus a finché riuscivo a raggiungere l'obbiettivo, arrivato ad una vincita di 1700 circa esco dal gioco e vedo che sono diventati soldi reali, continuo a giocare fino a raggiungere una vincita di 4500 faccio dei prelievi con my infinity che non sapevo cosa fosse, chiedo in chat se il prelievo era andato a buon fine e mi dicono che dovevo aspettare un email di da kyc arrivata il giorno dopo chiedendomi tutti i documenti, mandato tutto e gli spiego tramite email che non avevo mu infinity se ci fosse la possibilità di ritirare tramite iban, nessun risposta da parte loro, sul sito vedo che c'era anche la possibilità di farlo tramite iban, annullo i prelievi precedenti e faccio un prelievo da 2000 uno da 2500

Dopo due giorni mi chiedono la conferma del mio iban inviando altri documenti, dopo mezza giornata mi scrivono il tuo account e stato verificato puoi solo prelevare 500 euro e i 4000 verranno annullati, da li ho chiesto varie info ma senza risposta, solo in chat una che si definisce responsabile ha detto che il bonus potevo prelevare solo 50 euro e 500 lo facevano loro a titolo di favore.

Mi è stato bloccato il conto ho mandato altre email ma nessuna risposta, vi ho inviato via email all'indirizzo che mi avete dato tutti i vari screen in mio possesso.

Screenshot from the player:

Thank you, Felicefg, for your email. Do I understand correctly that your winnings were accumulated solely from a free bonus without any real money deposit needed to activate the promotion?

The winnings were made with the active bonus, before the bonus I had paid 600 euros.

The thing that makes me most angry is why they didn't want to give me the terms and conditions of this bonus, also the fact that 3 days after the win, after having asked for all the documentation, they came up with the idea that I couldn't withdraw the entire winnings of 4500 but only 500

Furthermore, after having tried to discuss with them both in chat and email without any response, I paid another €3200 without receiving any bonuses as they say, nor anything at all

Le vincite sono state fatte con il bonus attivo, prima del bonus avevo versato 600 euro.

La cosa che mi fa più rabbia è perché non mi hanno voluto dare termini e condizioni di questo bonus, anche il fatto che dopo 3 giorni dalla vincita dopo aver chiesto tutta la documentazione se ne vengono che non potevo ritirare tutta la vincita di 4500 ma solo 500

In più dopo aver provata a discutere con loro sia in chat sia email senza alcuna risposta ho versato altri 3200 € senza ricevere né bonus come dicono loro, ne chas nulla di nulla

I apologize for the delayed response. I understand that before activating the bonus you placed several deposits into your casino account, but did you place a real money deposit to activate the abovementioned bonus, or was it a free promotional offer that you activated?

It was in the 50 euro bonus that they had given me

Since I was complaining about the fact that I paid so much money without receiving any bonus

Era in bonus di 50 euro che mi avevano dato

Visto che mi lamentavo del fatto di aver versato tanti soldi senza ricevere nessun bonus

So it was a $50 Free Chip, please?

I complained that after depositing so much money I had not received any bonus

And they gave me a bonus of 50 euros

Mi sono lamentato che dopo aver versato tanti soldi non avevo ricevuto nessun bonus

E mi hanno dato un bonus di 50 euro

If your winnings originated solely from a Free Chip, the amount you've already received aligns with a maximum cashout limit, and you won't be eligible for any further winnings. Do you concur with this assessment?

the thing I wonder about, if I won 4500 euros, the system makes me withdraw the entire amount won, after three days of asking me to verify my documents I am told that all my winnings will be canceled and I can only withdraw 500 euros, for I've asked for the rules many times.

Now it doesn't matter because I understand that casinos without AMMs are unreliable and will do anything to steal your money

la cosa che mi chiedo , se ho vinto 4500 euro , il sistema mi fa prelevare tutta la somma vinta , dopo tre giorni che mi chiedono la verifica dei documenti mi viene detto che mi verranno annullate tutte le vincete e posso ritirare solo 500 euro , per quello ho chiesto tantissime volte il regolamento .

Adesso non importa perchè ho capito che i casino senza amms sono poco affidabili e fanno di tutto pur di fregarti soldi

Given that the winnings were generated from a free bonus without requiring an actual money deposit to activate the promotion, we have determined that the received winnings align with the maximum cashout limit applicable to a free bonus. As a result, we will no longer pursue this case.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.