Betandplay Casino - Η ανάληψη του παίκτη έχει καθυστερήσει λόγω προβλημάτων παρακράτησης.

Good day,

Perhaps you can help me?

I received free spins via a deposit. After the free spins ended, I had a profit of €10.40. To unlock the winnings, I had to wager €260. I then fulfilled this wagering requirement. According to the bonus terms and conditions, the maximum payout for this "free spin bonus" is 3x the winnings, i.e., €31.20. So far, so good. I have attached the email correspondence with the casino. I received no reply to my last email. Although the first email from Ms. Smith mentioned a deduction of €231, €290.56 was subsequently deducted. In my opinion, only €122.21 should have been deducted.

Thanks and regards

[Redacted]

Guten Tag,

vielleicht können Sie mir helfen?

Ich habe über eine Einzahlung Freispiele erhalten. Nach Beendigung der Freispiele hatte ich 10,40 EUR Gewinn. Um den Gewinn freizuspielen, musste ich 260 EUR Umsatz machen. Den Umsatz hatte ich dann auch erbracht. Lt AGB Bonus ist die maximale Auszahlung dieses "Freispielbonus" 3x Gewinn, also 31,20 EUR. Soweit so gut. Den E-Mail Verkehr mit dem Casino habe ich beigefügt. Auf meine letzte E-Mail habe ich keine Antwort erhalten. Obwohl in der ersten E-Mail von Fr. Smith die Rede von 231 EUR Abzug die Rede war, wurden nachher 290,56 EUR agezogen. Aus meiner Sicht hätten nur 122,21 EUR abgezogen werden dürfen.

Danke und Gruß

[Redacted]

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Dear Hamsterbacke,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Betandplay Casino. Please allow me to ask you a few questions so I can better understand the situation.

Could you please clarify whether the free spins were activated through a real money deposit or if they were part of a no deposit bonus?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good day,

By making a deposit, I was allowed to spin the so-called "wheel of fortune". I received 20 free spins.

The free spins generated a profit of €10.40. A turnover of €260.00 was required for withdrawal. After fulfilling the turnover requirement, all remaining balance was declared as real money.

Previously, there was a division into real money and bonus balances. I believe I continued playing after fulfilling the wagering requirements. Due to the withdrawal, the current account balance is €0.00.

Thanks and regards

Hamster cheek

Guten Tag,

durch eine Einzahlung durfte ich am sogenannten "Glücksrad" drehen. Dabei erhielt ich 20 Freispiele.

Die Freispiele generierten einen Gewinn von 10,40 EUR. Für die Auszahlung war ein Umsatz von 260,00 EUR notwendig. Nach Erfüllung der Umsatzbedingung war sämtliches Guthaben als Echtgeld deklariert.

Zuvor gab es eine Aufteilung in Echtgeld- und Bonusguthaben. Ich glaube, dass ich nach Erfüllung der Umsatzbedingung noch weitergespielt habe. Durch die Abhebung ist der aktuelle Kontostand 0,00 EUR.

Danke und Gruß

Hamsterbacke

Dear Hamsterbacke, could you please clarify how much was your balance after finishing the wagering of the bonus? Additionally, how much did the casino deduct from your winnings?

Thank you in advance for your reply.

Good day,

After fulfilling the bonus wagering requirements, my account balance was €521.76 . This amount was

I then requested a withdrawal. Unfortunately, the withdrawal was canceled. After that, I deposited €30 three times and lost €1.82. The account balance was then €609.94. €319.38 was paid out. Therefore, €290.56 was deducted by the casino.

greeting

Hamster cheek

Guten Tag,

nach Erfüllung der Bonusumsatzbedingungen betrug mein Kontostand 521,76 EUR. Dieser Betrag wurde

dann meinerseits auch zur Auszahlung gebracht. Leider wurde die Auszahlung storniert. Danach hatte ich noch 3x 30 EUR eingezahlt und 1,82 EUR verloren. Die Kontostand betrug dann 609,94 EUR. Ausgezahlt wurden dann 319,38 EUR. Somit wurden 290,56 EUR vom Casino abgezogen.

Gruß

Hamsterbacke

Dear Player, based on the information you provided, the original winnings from your free spins amounted to €10.40, with a maximum payout of 3x the winnings, totaling €31.20. After completing the wagering requirements for the bonus, your balance reflected €521.76, which, according to the casino's policy, should have been capped at €31.20. Consequently, the deduction appears justified. However, if there is any aspect I may have overlooked or if you have any further details to share, please do not hesitate to let me know. Otherwise, we regret to inform you that we must reject the complaint.

Thank you for your understanding.

Hello,

Unfortunately, this does not solve the problem!

This is not about whether a deduction is due or not!

That one was necessary is beyond question. The real issue is the amount of the deduction!

Since you apparently have not received any feedback from betandplay Casino regarding your complaint,

You shouldn't waste any more time and effort on my case!

The casino's behavior is regrettable!

Thanks and regards

Hamster cheek

Hallo,

das Problem ist damit leider nicht gelöst!

Es geht hier nicht um die Frage, ob ein Geldabzug fällig ist oder nicht!

Das einer notwendig war, steht außer Frage. Vielmehr geht es um die Höhe des Geldabzuges!

Da Sie scheinbar keine Rückinfo vom betandplay Casino zu der Beschwerde bekommen haben,

sollten Sie auch keine weitere Zeit und Mühe für meinen Fall verschwenden!

Bedauerlich ist das Verhalten des Casinos!

Danke und Gruß

Hamsterbacke

Dear Player,

Thank you very much for your response. To proceed with your complaint, could you please provide us with your reasons for finding the amount of the deduction excessive?

I truly understand your frustration. To assist you effectively, we need to assess the situation thoroughly.

Thank you for your understanding.

Good day,

My account balance was €338.35. With a further deposit of €30.00, I received free spins. My account balance then rose to €368.35. After the free spins ended, I had made a profit of €10.40. After fulfilling the wagering requirements (€260.00) for the winnings from the free spins (€10.40), my account balance was €521.76. Regardless of any subsequent deposits, according to the terms and conditions (maximum withdrawable amount from free spins = 3x winnings, which corresponds to 3x €10.40 = €31.20),

A deduction of EUR 122.21 should have been made. Instead, EUR 290.56 was later deducted.

Thanks and regards

Hamster cheek

Guten Tag,

mein Kontostand betrug 338,35 EUR. Mit der Einzahlung von weiteren 30,00 EUR erhielt ich Freispiele. Der Kontostand betrug dann also 368,35 EUR. Nach Beendigung der Freispiele hatte ich durch die Freispiele 10,40 EUR Gewinn gemacht. Nach Erfüllung der Umsatzbedingungen (260,00 EUR) für den Gewinn aus den Freispielen (10,40 EUR) betrug mein Kontostand 521,76 EUR. Unabhängig von nachfolgenden Einzahlungen hätte jetzt gemäß AGB (max. auszahlbarer Betrag aus aus Freispielen = 3x Gewinn entspricht 3x 10,40 EUR = 31,20 EUR)

ein Abzug von 122,21 EUR erfolgen müssen. Stattdessen wurden später aber 290,56 EUR abgezogen.

Danke und Gruß

Hamsterbacke

Dear Player,

I would appreciate it if you could provide clarification on how you arrived at the total of EUR 122.21.

Thank you for your cooperation.

Hello,

Starting with €368.35, the account balance after the free spins ended was €378.75 (+€10.40 winnings). The €10.40 winnings then had to be wagered 25 times (€260.00) to meet the wagering requirements. After fulfilling the wagering requirements, the account balance was €521.76, representing a profit of

521.76 - 368.35 = 153.41 EUR. According to the terms and conditions, only 3 x 10.40 = 31.40 EUR can be paid out from the winnings of the free spins, i.e., 153.41 - 122.21 = 31.40 EUR. Therefore, 122.21 EUR should have been deducted to comply with the terms and conditions.

Regards

Hamster cheek

Hallo,

ausgehend von 368,35 EUR betrug der Kontostand nach Beendigung der Freispiele 378,75 EUR (+10,40 EUR Gewinn). Nun mussten die 10,40 EUR 25x umgesetzt werden (260,00 EUR), um die Umsatzbedingungen zu erfüllen. Nach Erfüllung der Umsatzbedingungen betrug der Kontostand 521,76 EUR, ein Gewinn von

521,76 - 368,35 = 153,41 EUR. Gemäß AGB dürfen aus den Gewinnen der Freispiele nur 3x 10,40 = 31,40 EUR zur Auszahlung kommen, also 153,41 - 122,21 = 31,40 EUR. Es hätten also 122,21 EUR abgezogen werden müssen, um den AGB Rechnung zu tragen.

MfG

Hamsterbacke

Dear Player, thank you for clarifying. Could you kindly confirm if your casino account balance was separated into real money and bonus money balances? If so, may I ask how much was your bonus balance and how much your real money balance at the time you completed the wagering process? Thank you for your cooperation.

Hello,

After fulfilling the wagering requirements, only real money balances were available. According to the account balance, the real money balance was €521.76. This amount was also requested for withdrawal. Unfortunately, the withdrawal was cancelled. The reason given was as follows:

"Hello Harald,

We hope you are well.

The Silver reward 1 result bonus you used is subject to a maximum withdrawal limit of €31. Winnings exceeding this amount are not withdrawable and have been cancelled. Your permitted winnings are available for withdrawal.

Please deduct the amount of EUR 231 from your next payment.

If you have any questions, feel free to contact us.

Betandplay Support

Nothing seems to fit together!

Thanks and regards

Hamster cheek

Hallo,

nach Abschlusses der Umsatzbedingungen gab es nur Echtgeldguthaben. Das Echtgeldguthaben betrug laut Kontostand 521,76 EUR. Dieser Betrag wurde auch zur Auszahlung gebracht. Leider wurde die Auszahlung storniert. Begründung war folgender Text:

"Hallo Harald,

wir hoffen es geht dir gut.

Der von dir genutzte Bonus Silver reward 1 result unterliegt einem maximalen Auszahlungslimit von 31€. Gewinne, die diesen Betrag überschreiten, sind nicht auszahlbar und wurden storniert. Deine erlaubten Gewinne stehen dir zur Auszahlung bereit.

Bitte ziehen Sie den Betrag von 231 EUR bei Ihrer nächsten Auszahlung ab.

Wenn du Fragen hast, melde dich gerne bei uns.

Betandplay Support"

Passt irgendwie alles nicht zusammen!

Danke und Gruß

Hamsterbacke

Dear Hamsterbacke,

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, Michal ([email protected]). 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.

Kind regards,

Attila

Hello Hamsterbacke,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Betandplay Casino to join the conversation.

Dear Betandplay Casino,

I am writing to request clarification regarding the reasons behind the request that the player should deduct the amount of EUR 231 from their next payment.

Could you please explain the reasoning behind this request, including the sequence of events before the winnings and how this amount was calculated?

If there are any relevant details or circumstances regarding this matter that cannot be shared publicly, I would appreciate it if you could provide them directly to me at [email protected] for independent review.

Thank you in advance.

Thanks!

I'm curious to see if the casino responds.

greeting

Hamster cheek

Danke!

Bin gespannt, ob das Casino antwortet.

Gruß

Hamsterbacke