Summary of the issue: I am disputing a confiscation of €1,700.59 from my account on January 12th, 2026. The casino claims this was done based on Term 58.3.3 (Max win = 5x Cashback Bonus), but they calculated the limit incorrectly.
Here are the facts from my transaction history:
On Jan 5th, I received a Cashback Bonus of €261.79.
According to Term 58.3.3, my maximum withdrawal should be 5x the bonus amount: €261.79 x 5 = €1,308.95.
However, the casino confiscated €1,700.59 and left me with only ~€300. I was trying to withdraw 2000€
By leaving me with only €300, the casino implies my initial bonus was only €60. This is factually incorrect. My transaction history proves the bonus was €261.79. Therefore, the casino has confiscated approximately €1,000 more than their own rules allow.
I have tried to explain this to support, but they refuse to check the math and state the decision is final. I request the missing amount to be credited back to my account.
It took me sometime to prove but now I have full transactionhistory of my betizy account and Its clear that they took too much money.
Now they are not willing to co-operate with me with this topic.
Hello, it must be quite a frustrating situation, and hopefully it will be cleared during the complaint.
Let me add the complaint here 👈 for others to keep track of the progress.
If I got it correctly, you are saying the math is not precise and the support won't discuss it further. Out of curiosity, is there any concrete cashback formula stated in the rules? That would, in my opinion, help a lot.
Well, let's see what is about to come.
Yes there is. They say it them self. You can also find this on site in campaing rules.
That's something mediators can work with. Thank you.
I wonder whether this calculation has affected some other players. That would sound more like an overall system approach problem rather than, let's say, an isolated incident.
Regardless of the circumstances, the issue has been acknowledged, and I am interested in its further development.
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