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.