On the 14th of May I deposited $750 into my Sportsbetting.ag account. I was awarded a bonus. So I clicked on the bonus games tab and opened one of their slots. I lost the balance playing their slots.
I then made another deposit of $750 and was awarded another bonus. This time I hit a big win. I continued playing and was taking very big risks during the rollover and they could easily have won back what I had won.
Soon after I received an email telling me this email:
Hello Ms. < personal info removed >,
This is Rosie from Customer Support, hope you're doing well by the time this e-mail reaches you.
After further review of your bonus play, the decision has been made to remove the casino bonus due to Bonus Arbitrage rule.
Bonuses are for recreational players and SportsBetting.ag reserves the right to deny and/or cancel bonuses and/or winnings from said bonuses if management determines a player to be non-recreational, an arbitrage bettor, a scalper, a bonus arbitrager, or part of a syndicate - without further explanation.
Professional players or players considered by us to be abusing the bonus system may have bonuses revoked and be subject to further sanctions, including, but not limited to, closing your account. Bonus abuse may be defined as (but not restricted to) players requesting payouts for the purpose of re-depositing, depositing over an existing balance, or referring new accounts that they are using themselves.
Sanctions may be in the form of increased rollover requirements or loss of bonus privileges altogether for the offending Account as well as any linked Accounts.
We reserve the right to restrict eligibility for special offers and bonuses when necessary.
Rosie < personal info removed >
Customer Support Department
I don’t understand this email at all. They are using the Bonus Arbitrage rule which seems to contain several vague clauses. But let's review what actually happened: I deposited and received the first bonus. I opened a bonus slot and played until the balance was at zero. So there was no active bonus or rollover left on the account. I then deposited again and received a second bonus. This time I happened to win some money. Where is the rule breach in that? Unless winning is specifically against the rules. Are people who happen to win with the bonus automatically deemed to be arbitrage bettors!? That seems mad. It looks to me like I won an amount large enough that they would prefer not to pay.
I don’t know what choice I had other than to publish my experience here. I am very disappointed and surprised at how this casino is treating me. I have played within the rules, taken big risks, was enjoying the games and looking forward to continue playing there. I hope that this can be made right.