BetHard Casino - Removed my entire balance, even my own deposit

posted on April 16, 2015.

I made a deposit and got a bonus.

First bet I made I lost. It was too big in size. I realized that I made a too big of a bet, and asked support if I may continue playing with normal bet sizes.

They asked me to stop playing, and they a day later removed my whole balance! They took my 500 € deposit, and left my account with 0 €!

I think there was no reason to take my balance.

posted on April 20, 2015.

Hello Kysymys!

We're sorry to hear about this inconvenience.

Please note that the action taken isn't executed unless terms & conditions has been breached in some way.

We would like to investigate this further to make sure everything has been dealt with accurately.

Please come to our Live Chat and we will investigate this for you. Please also mention that it is regarding the Askgamblers complaint. You can also contact us on email [email protected]

Best Regards,
Team BetHard

posted on April 21, 2015.

I have now sent them an email. I still have not reiceived my money back.

posted on April 22, 2015.

Thank you for your e-mail. Our customer support has provided you an answer to your query.

posted on April 23, 2015.

Casino has decided to keep my money and not to return it. This is a sad day.

posted on April 24, 2015.

Hello Kysymys.

Max bet amount per spin/bet in Group C games (table games) is €200 while bonus is active. A placed bet larger than €200 will result in forfeit of the bonus and eventual winnings. Please note that we don’t deduct the players deposit from the balance. Unfortunately we are not able to provide you with more detailed information regarding this specific case, because we want to protect the privacy of our player(s) (privacy policy). We can only confirm that the player in question has been aware of the terms and conditions and more specifically the rule stated above.

posted on April 25, 2015.

The first bet resulted in a loss. No gain were made. Even then you decided to take all of my money.

posted on April 27, 2015.

As mentioned before, please note that we do not deduct players deposit from the balance. A placed bet larger than €200 will result in forfeit of the bonus and eventual winnings. If you have any further questions regarding this case, please don’t hesitate to contact our customer support directly.

posted on April 27, 2015.

A bet was made that lost. This caused the confiscation of my balance. It was a total accident and I contacted your support immedieatly after. You responded by confiscating my funds.

That was a lose-lose situation for the player, and win-win for the casino. Player could not win, as you said, winnings would have been confiscated. Not that the player lost the bet, and told you about it, you punished him by confiscating the funds anyway!

posted on May 1, 2015.

Is player's deposit return to his account?

posted on May 1, 2015.

My deposit was not returned.

posted on May 5, 2015.

Please note that we have not deducted the players deposit at any time. We have only deducted the players bonus amount due to a breach of the bonus terms and conditions.
We have contacted the player and asked him for permission to discuss this case in further detail, but we have not received a confirmation from the player to do so. We are not able
to comment this case in any further detail without the permission of the player.

posted on May 8, 2015.

Dear @Kysymys,

Please confirm that you agree Bethard casino to disclose your personal and game-play related details with us.

posted on May 8, 2015.

Yes Bethard can disclose my game-play related info you privately.

posted on May 12, 2015.

@BetHard Casino,
Any news?

posted on May 13, 2015.

Based on term 4.4 from Bethard Casino Terms and Conditions, "Unless specified otherwise herein or in bonus offer, the customer’s own deposit must be wagered first, and only then the bonus..." we consider that player's first bet fall under its hypothesis. The bet was lost and only bonus funds remained. Unfortunately, player breached another term with his first bet and more specifically term 9 from for ''Get 100% bonus up to €500 on your first deposit'' promotion - ''Max bet amount per spin/bet round on a game from group C is €200 during the bonus is active. A placed bet larger than €200 will result in forfeit of the bonus and eventual winnings''.

Based on the aforementioned reasons, we consider that Bethard casino acted according to its terms and conditions, therefore we consider this case as Resolved. We remind player that he could seek further assistance on this matter from Bethard casino licensing authority.

This complaint is now officially closed.