Betwarts Casino - Spillerens gevinster reduceres efter brug af bonussen.

Good day

I used a 200% bonus up to €100 at Betwarts, successfully fulfilled the wagering requirements, and ended up with €490 in real money. However, after a few minutes, my real money was reduced to €100. After several inquiries, I was told that it was a 5x maximum cash out limit, which was actually adhered to since the €100 bonus represents €500, thus allowing for the maximum payout. Unfortunately, I keep being told that there was supposedly no error, but with €100, it should only have been 1x maximum cash out, which is completely unacceptable. I want to win back the money I deposited. Neither the promotion nor the terms and conditions mention anything about a 1x maximum cash out limit. I will send you all the screenshots of the promotion and the progress from support.

Guten Tag

ich habe bei betwarts einen 200% Bonus bis 100 Euro bespielt diesen auch erfolgreich umgesetzt und am Ende 490 Euro echtgeld gehabt nach ein paar Minuten wurde mein echtgeld aber auf 100 Euro reduziert nach mehreren Nachfragen wurde mir mitgeteilt das es 5x Max Cash out ist dies ja auch eigentlich eingehalten wurde weil von 100 Euro Bonus sind 500 Euro ja dann max Auszahlung aber leider wird mir immer wieder gesagt es würde angeblich kein Fehler vorliegen aber bei 100 Euro wären es ja nur 1x max Cash gewesen und das steht ja in keinster Weise in Sinne sein Geld am Ende so gewinnen wir man es eingezahlt hat weder in de Aktion noch in den agb steht was von 1X Max Cash out ich senden ihnen alle Bilder der Aktion und des Verlaufes vom Support zu

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Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Have you won while playing with the bonus contribution of 100€ or while wagering the winnings from free spins? Which have you played first, to your knowledge?
• Have you requested detailed records of your gameplay from support? I recommend you request your game history from the casino in Excel format from the day you played. When the casino provides you with these records, kindly forward them to my email at tomas@casino.guru for review.
• When was the last time you were in contact with the casino support?

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,

Tomas

Hello, I wanted to answer your questions here.

Yes, I have access to my player account.

and I can also log in.

I only played with the €100 bonus and cancelled the free spins after I had wagered the bonus.

I can access my profile at any time to view my game history, and I can also contact support if you wish.

I contacted support on May 13, 2026.

Best regards

Hallo ich wollte hier auf ihre Fragen antworten

Ja ich habe Zugriff auf mein spielerkonto

und kann mich auch einloggen

ich habe nur die 100 Euro Bonus gespielt und die Freispiele habe ich storniert nach dem ich den Bonus umgesetzt habe

ich kam in mein Profil jederzeit nach mein spielverlauf sehen und ich kann auch den Support anschreiben wenn Sie möchten

ich hatte am 13.05.2026 Kontakt mit dem Support

mit freundlichen Grüßen

Dear Bayerneike,

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 (michal.k@casino.guru). 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,

Tomas

Hello Bayerneike,

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.

I would like to invite Betwarts Casino to join the conversation.

Dear Betwarts Casino,

In order to ensure a clear and comprehensive understanding of this case, I would kindly ask you to provide a detailed chronology of the events in question.

In particular, it would be helpful to clarify what funds were used in connection with the gameplay, which specific publicly available terms and conditions governed the bonus, and the rationale for the application of the cap on the player’s winnings.

Should there be any additional circumstances relevant to the case that cannot be disclosed publicly, I would appreciate it if you could share them directly with me at michal.k@casino.guru, together with any supporting evidence, for the purposes of an independent assessment.

Thank you in advance.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Betwarts Casino Team

Good day dear betwarts team

I wanted to ask about the current status, as I have been waiting for a solution since April 28, 2026, and haven't heard anything about my complaint for four days now.

So, the case is quite clear: I used a 200% bonus up to €100 on a €50 deposit and fulfilled the wagering requirements, resulting in a real money balance of €492, which they then mistakenly reduced to €100. Neither the email nor the promotion mentions a maximum cash out limit, so it's not legal to reduce my winnings to €100, as this is only one time the bonus amount, which is disproportionate. Therefore, I request that you increase my balance back to €492 so I can withdraw my money.

Best regards

Guten Tag liebes betwarts Team

Ich wollte mal fragen wie der Stand der Dinge ist da ich jetzt schon seit 28.04.2026 auf eine Lösung warte und jetzt über die Beschwerde auch schon seit 4 Tagen nichts mehr gehört habe

also der Fall ist ja wohl eindeutig ich habe einen Bonus von 200% bis 100 Euro bei einer Einzahlung von 50 Euro bespielt und diesen auch regelkonform umgesetzt und ein Echtgeld von 492 gehabt was sie mir dann fehlerhafter Weise auf 100 Euro herunter gesetzt haben weder in der email noch in der Aktion ist was von einen max Cash out zu sehen daher ist es nicht rechtens meinen Gewinn auf 100 Euro zu reduzieren da dies gerade mal 1x vom Bonus wären und dies ja nicht im Verhältnis ist daher bitte ich sie mein Guthaben auf 492 Euro zu erhöhen wieder und ich mein Geld auszahlen lassen kann.

mit freundlichen Grüßen

Dear All,

Following a thorough review of the matter regarding the players bonus, we are writing to formally clarify our position in accordance with our website’s Terms and Conditions.

Specifically, we would like to direct your attention to the following clause:

7.16 Unless specified otherwise by the specific promotion rules, any bonus is subject to the following requirements:

Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

Any deposit casino bonus has wagering requirements of x35(thirty-five) times the initial amount of the deposit and bonus received. Any such bonus has a maximum withdrawal limit of x10 (ten) the bonus amount received. For example, a 10 EUR (ten) deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

Based on this policy, the promotional funds were utilized correctly.

Thank you for your time and understanding.

Best regards,

Betwarts Casino Team

Good day Betwarts

The bonus money was €100. If it's 5x, then the maximum cash out is €500, and yet it's only €100. What sense does that make? You play with a €100 bonus and wager it 40 or 35 times to win back €100 in the end. That's definitely not legal and it's not in the offer they sent me; they don't mention a maximum cash out there.

Your email does not describe a maximum cash out, so you cannot simply say it is a maximum cash out.

Best regards

Guten Tag Betwarts

Das Bonus Geld hat 100 Euro betragen wenn es 5x ist dann ist doch der Max Cash out 500 Euro und noch nur 100 was ergibt das für ein Sinn man spielt 100 Euro Bonus und setzt den 40 oder 35x um um am Ende wieder 100 zu gewinnen das ist definitiv nicht rechtens und steht auch nicht in dem von ihm genannten Angebot das sie mir zukommen lassen haben da schreiben sie nichts von einen max Cash out.

in der email von ihnen ist kein max Cash out beschrieben also können sie nicht einfach sagen es ist ein max Cash out.

mit freundlichen Grüßen

Here's an offer they sent me a day ago. They included it there, which is fine, but there's no mention of a maximum cash out in the bonus I've been using.

Best regards

Hier ist ein Angebot das sie mir vor einem Tag geschickt haben da schreiben Sie es rein was auch in Ordnung ist aber bei mein Bonus den ich bespielt habe ist nichts von einen max Cash out zu sehen

mit freundlichen Grüßen

Dear Bayerneike,

We are writing to provide a clarification regarding the bonuses and promotional offers available on your account.

Please be advised that our General Terms and Conditions apply to all bonuses, and they are further subject to several specific regulatory requirements. Each bonus carries a distinct wagering multiplier that must be fully met before any associated winnings can be withdrawn.

Kind regards,

Betwarts Casino Team

Hello dear Betwarts team

I need to clarify something here. For two months now, I've been trying to explain to you that I played with a bonus on your site, successfully fulfilled the wagering requirements, and ended up with €492 in real money. Then, after just five minutes, you mistakenly reduced it to €100. When I contacted your email support, you incorrectly told me the bonus had a 5x maximum cash-out limit, meaning the full €492 would have been withdrawable. And then you informed me that I could only withdraw €100. You can't give me a 200% bonus up to €100 that I have to wager 30 times to win €100 in the end. That makes no sense. I request once again that you increase my balance to €492.

Best regards

Hallo liebes Betwarts Team

ich muss jetzt hier mal was klar stellen ich versuche ihnen jetzt seit 2 Monaten klar zu machen das ich einen Bonus bei ihnen gespielt habe und diesen auch erfolgreich umgesetzt habe und ich am Ende ein echtgeld von 492 gehabt habe und sie mir diesen nach 5 Minuten einfach auf 100 Euro reduziert haben fälschlicherweise auf Nachfrage bei ihren email Support haben sie mir geschrieben das der Bonus 5x max Cash out hat also wäre die 492 Euro auszahlbar gewesen und dann teilen sie mir mit das es angeblich nur 100 Euro auszahlen kann sie können mir doch nicht einen 200% Bonus geben bis 100 Euro den ich 30x mal umsetze um am Ende 100 Euro zu gewinnen das ergibt keinen Sinn ich bitte sie nochmals mir das Guthaben auf die 492 Euro zu erhöhen.

mit freundlichen Grüßen

Dear Casino Guru Team

Could you please help me explain to the casino what I mean? They seem to misunderstand me and keep bringing up other topics.

Best regards

Liebes Casino Guru Team

können sie bitte mir helfen dem Casino das zu erklären was ich meine die verstehen mich anscheinend falsch und reden immer wieder andere Themen an

mit freundlichen Grüßen

Dear BetWarts Casino Team,

Thank you for your responses. However, the information provided so far appears to support the player's position.

According to your own bonus terms, the maximum winnings that can be derived from bonus play are limited to five times the bonus amount awarded. As the player received a €100 bonus, the maximum eligible winnings would therefore be €500.

Based on the information available, the player's winnings amounted to €492, which remains within this stated maximum withdrawal limit.

At present, you have not provided any sufficient explanation or supporting rationale as to why the player should not receive the full €492 and is instead allegedly entitled to only €100.

I would therefore kindly request either a detailed explanation of how you arrived at the conclusion that the player's entitlement is limited to €100, including the specific calculations relied upon, or payment of the remaining winnings due to the player should no valid basis exists for the reduction.

I remain hopeful that an appropriate resolution can be reached.

Dear All,

Thank you for the reply.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Betwarts Casino Team

Dear BetWarts Casino Team,

Thank you for your response. However, I must express my concern that despite the considerable time that has already passed, you have still not provided any supporting evidence to substantiate your position.

Given that the decision against the player has been made swiftly, it is difficult to understand why the supporting evidence and calculation required to justify such action is taking an unusually long time to produce. This delay raises legitimate concerns regarding procedural fairness, transparency, and whether sufficient and justifiable grounds existed for the actions taken against the player in the first place.

At this stage, I kindly but firmly request that you either provide the relevant supporting evidence without further delay, together with a clear explanation of the basis for your decision, or alternatively, proceed with releasing the player’s winnings in full if you are unable to substantiate your position adequately.

Prompt action on your side would be highly appreciated and would help ensure that this matter can be assessed fairly and resolved without unnecessary further delay.

Dear Michal,

Thank you for your follow-up message and for your continued mediation in this matter. We completely understand your concerns regarding the time elapsed and the importance of procedural transparency.

Please be assured that we treat these cases with the highest level of seriousness. The complexity of the required technical checks and underlying data aggregation has necessitated a thorough cross-departmental review to ensure that the evidence provided is absolute and fully detailed.

We would like to formally inform you that our relevant team is finalizing the official brief, and we will provide the comprehensive supporting evidence and our final position very soon.

We appreciate your patience and cooperation as we wrap up this final step to ensure a fair assessment.

Kind regards,

BetWarts Team

Dear BetWarts Casino Team,

Thank you for your response. It is appreciated; however, it still does not fully address the core issue.

Consequently, I will grant only a shortened timeframe for your next response, as this matter has remained unresolved for far too long.

If definitive supporting evidence is not provided, or the player’s winnings are not released, this case will be closed as Unresolved, as your accusations against the player have not been sufficiently substantiated.

Good day

I find it absolutely outrageous, dear Betwarts Casino, that for two months now you haven't managed to fix the error and refund my money. You're doing the same thing to other players; it's an outrage and a scam. You're robbing people of their hard-earned money. Wagering 35x, which is already difficult enough, doesn't even give the player their hard-earned money in the end. You tell me in every email that there's a maximum cash out, but in the email when I win, you say nothing. This is deliberate fraud and I will be reporting it to the police. If you don't finally address this issue, I demand once again that you refund me the €492, as I am clearly in the right.

Best regards

Guten Tag

ich finde es eine absolute Unverschämtheit liebes Betwarts Casino seit 2 Monaten schön schaffen sie es nicht den Fehler zu beheben und mir mein Geld zu erstatten bei anderen Spielern machen sie genau das selbe das ist eine Frechheit und Betrug sie bringen die Menschen um ihr hart verdientes Geld man Wagert 35x was so schon schwer ist und gibt dem Spieler am Ende nicht mal sein verdientes Geld sie schreiben mir in jeder Email das es ein Max Cash out gibt und in der email wo ich gewonnen habe schreiben sie nichts das ist vorsätzlicher Betrug und wird von mir auch zur Anzeige gebracht im Falle sie gehen nicht endlich mal auf das angesprochene Thema und Problem an ich vordere sie hier noch mal auf mir die 492 zu erstatten da ich ganz klar im recht bin

mit freundlichen Grüßen

Dear All,

Following a thorough review of the case with the relevant internal department, we acknowledge that the Terms and Conditions regarding the maximum release amount for this specific promotion were not sufficiently clear. In light of this, and as a gesture of goodwill to ensure a fair resolution, we would like to credit the remaining balance of 492 EUR to the player's account.

Dear Bayerneike,

If you accept this offer as a final resolution to the matter, please reply to this email confirming your agreement. Upon receiving your written acceptance, our team will immediately proceed with a manual withdrawal to transfer the funds to your preferred payment method.

Thank you for your patience and cooperation while we worked to resolve this matter. We look forward to hearing from you.

Kind regards,

Betwarts Casino Team

Good day, dear Betwars Casino

I thank you for refunding the money and accept the 492 as payment.

and please pay this out to my Mastercard

Best regards

Guten Tag liebes Betwars Casino

ich danke ihnen das sie mir das Geld erstatten und nehme die 492 als Zahlungen an.

und bitte sie dieses auf meine Master Card auszuzahlen

mit freundlichen Grüßen

Dear Bayerneike,

To complete this transfer, we require your bank details. An email requesting these details has just been sent to your inbox.

Please check your inbox (and spam folder, if necessary) and follow the instructions provided in that email to submit your details securely. Once received, we will finalize the transaction immediately.

Best regards,

Betwarts Casino Team

Hello Betwarts Casino

I sent you my bank details yesterday. Did you receive this email? Unfortunately, I haven't received a confirmation or any money.

Best regards

Hallo Betwarts Casino

Ich habe ihnen gestern die Daten meiner Bank geschickt ist diese email bei Ihnen angekommen weil ich leider keine Bestätigung bekommen habe und kein Geld.

mit freundlichen Grüßen

Dear Bayerneike,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the transaction.

Once the funds have been successfully processed, we will notify you immediately.

Kind regards,

Betwarts Casino Team

Hello dear Betwarts team

I hope they are all well too.

I would like to inform you that there has been a numerical error in the payout; you are only paying me 429 instead of 492. I kindly request that you correct this or send me the difference.

Best regards

Hallo liebes Betwarts Team

ich hoffe es geht ihnen auch gut

ich möchte sie hier darauf hinweisen das sie bei der Auszahlung einen Zahlen Dreher drin haben sie zahlen mir leider nur 429 aus anstelle von 492 ich bitte sie dies zu korrigieren oder mir die Differenz noch zukommen zu lassen bitte

mit freundlichen Grüßen

Dear Bayerneike,

We truly appreciate your patience while we sorted this out.

We are writing to inform you that the remaining balance of 63 EUR is currently being processed and will be credited to you shortly. Depending on your payment provider, the funds should reflect in your account as soon as possible.

Thank you for your understanding and continued cooperation.

Best regards,

Betwarts Casino Team

Dear All,

We are pleased to inform you that the funds have been successfully proceesed.

We appreciate your cooperation .

Kind Regards,

Betwarts Casino Team

Good day, dear participants

I can officially confirm today that the funds have been successfully credited to my account.

With kind regards

Guten Tag liebe beteiligten

ich kann heute hier feierlich bestätigen das die Gelder erfolgreich auf mein Konto eingegangen sind.

mit freundlichem Grüßen

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bayerneike,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru