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I signed up and won a jackpot on a game with a value of £5,0000. I continued to play and eventually ended up on £6,000. I then did the verification checks which passed ok. Immediately after the first win, they limited my account to games from one provider but continually told me it was "website maintenance" which was obviously a lie as this was over about 4 days.

Once verification checks were done, I tried to withdraw the maximum allowed which was £2500 and this rejected. I then asked live chat why it was rejected and they said I had to withdraw using the original deposit method. I went to do that but they had taken away my ability to deposit or withdraw.

When it became obvious they were not going to pay me, I emailed them to say I would initiate chargebacks on the deposit as the deposits went to Nigeria, not anyone registered in Costa Rica as they said. I got no reply so went back to live chat, where they said if I blackmail them again with chargebacks they will close my account permanently. They then emailed me to say they would refund my deposits and close my account. I have not received any refund from them to date but I have no idea where it would come from anyway.

I have attached the email chain for you. I cant get in to the account and don't have the live chat screens.

Thanks,

Dear Powmj1989,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you won the € 5.000 jackpot?

Have you requested any chargebacks from your bank?

How many deposits have you made at this casino, and in what amounts?

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

Hi Veronika,

The €5000 was won on 4th February.

I have not requested any chargebacks yet, I said it to see if they would be more reasonable.

I have made 2 deposits and they were for £21.19 and £20.97.

Thanks,

Could you please specify which game you played when you won the jackpot?

Did you accumulate your winnings with or without an active bonus?

Just to clarify, is it correct that the casino disabled all payment methods for you after your first withdrawal request was canceled?

The game was Wolf Thunder which is a Belatra game. When I won, the account was limited to only games from this provider as well.

No Bonus was involved, I imagine they would have used this excuse if it was.

Yes, I tried to withdraw and they rejected, I then asked them how to withdraw and they said to use original payment method. When I went to do this they had already taken off the ability to withdraw or deposit.

Thanks,

Thank you very much, Powmj1989, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Powmj1989,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear BetGem Casino,

I would appreciate your clarification regarding the reasons behind the unprocessed withdrawal for the player. Additionally, could you advise on how the player can submit a new withdrawal request if the option is currently unavailable in their account? Will you be processing the withdrawal manually?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Powmj1989,

I was able to connect with the casino team; however, their replies were rather concise and did not offer enough clarity for me to fully grasp the entire situation.

The last response I've received was this:

Hello Michal,

This user had the bonus rules violation. Our team was checking the play history that needed time. Deposits were refunded. There is no legal basis for the review not to be rejected.

Best Regards,

Betgem team

Can you please confirm if you have received at least your deposits back?

They have refunded one of two deposits made.

They never said any of above to me at any time when I asked them numerous times.

Dear Powmj1989,

I have received additional information from the casino team.

It looks like you have played a game that is listed as a restricted one and you have placed some bet above the max bet limit that is allowed while playing with a bonus.

While we understand that it is the responsibility of each player to thoroughly read and understand the bonus rules prior to claiming them and to comply with these guidelines, however, relying solely on players to read, memorize, and comply with quite a long list of restricted games is far from a user-friendly or effective solution. In our mission to promote a safe and fair gambling environment for both players and operators, we do not consider it fair to void winnings when restricted games remain freely accessible without adequate safeguards in place.

On the other hand, if the maximum bet rule while playing with a bonus is breached on multiple occasions, this is considered a serious rule violation in the vast majority, if not all, online casinos.

To sum it up, the restricted game accusation is, from our point of view, not considered a valid reason for confiscation of winnings, but the maximum bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

I have reached out to the casino team for additional details regarding the max bet breach to assess the entire situation.

Thanks for the response!

I saw someone else had an issue with a restricted game, so I went to check the list but couldn't see the game I played on there.

I understand what you're saying but none of this was communicated to me at all, when I asked them countless times. Just sounds like they are coming up with reasons to get out of it.

Dear Powmj1989,

I understand your feelings of surprise regarding this matter. I concur that it would have been appropriate for the casino team to notify you of any rule violations, should they have occurred. Unfortunately, it is true that not all casinos, particularly those operating offshore, adhere to this standard. I am currently awaiting further details from the casino team that I have requested. However, if it is confirmed that there was a repeated breach of the maximum bet rule, I regret to inform you that I may not be able to assist with your complaint any further. I will keep you updated as I receive more information and will explore potential resolutions for this situation.

Dear Powmj1989,

We have reached a stage where we can no longer pursue this complaint. As I have previously stated, we do not view the accusation of restricted gameplay as a valid justification for the confiscation of winnings. However, the maximum bet rule is indeed an established industry standard, and it is within a casino's rights to reclaim winnings from bonus play if this rule is violated.

I acknowledge that clearer communication by the casino team to you regarding this matter would have been beneficial, but it does not change the fact that a rule violation has taken place. Additionally, your threats concerning chargebacks could not be taken lightly, as they are regarded as a serious breach of rules across all casinos. The casino team has (according to them) refunded all your deposits, which appears to be the appropriate course of action in this instance. Regrettably, given the circumstances, there is nothing further we can do on our end. By forfeiting the winnings due to the max bet breach, the casino team has acted in accordance with the rules you accepted upon registering your account.

While I understand that the outcome of your complaint may not align with your expectations, we, as an independent entity, have thoroughly reviewed all available information and evidence. The casino team has adhered to their established rules, and as such, I will now proceed to close this case.

You are certainly welcome to disagree with this conclusion and explore other avenues if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru