Reducing balance after sending wrong bonus terms

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that BetBeast Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear AskGamblers Complaint Team,
dear BetBeast Casino,

thank you for the update.

I would like to confirm that I do not consider the issue resolved.

Although I have reviewed BetBeast’s explanation, I must respectfully disagree for the following reasons:

Clear promotional limit vs. hidden restriction
In the promotional email I received, the offer clearly displayed a maximum convertible amount of €5,000. Nowhere was the “10x bonus amount” limit mentioned. The only maximum communicated to me was €5,000, and my winnings of €2,600 are clearly below that threshold.

Generic “T&Cs apply” cannot override explicit promotional information
While phrases like “Bonus conditions apply” are common, they cannot reasonably replace or contradict the concrete limit shown in the actual promotion.
A crucial rule that cuts the maximum payout from €5,000 to only around €500 is material information and should have been highlighted directly in the promotion—not hidden behind general terms.

Contradiction between the promotion and the T&Cs
The promotion explicitly communicated a €5,000 maximum. The T&Cs include an entirely different and much lower limit tied to the bonus amount.
From a fairness standpoint, when two values contradict each other, the clearly advertised promotional value should prevail.

Player expectation created by the promotion
I participated exactly as instructed and fulfilled all requirements. The promotional material led me to believe I could win up to €5,000.
My €2,600 winnings fall well within that clearly displayed limit. There was no indication that I would be capped at €500-€525.

Fairness and transparency
A limit that fundamentally changes the outcome of the promotion must be clearly stated upfront. Applying an undisclosed rule after the fact is unfair and misleading to the player.

For these reasons, I maintain that reducing my winnings to around €500 is not justified and contradicts what was presented to me when opting into the bonus.

Therefore, my request remains unchanged:
Reinstatement and full payout of my rightful winnings of €2,600, which fall within the maximum displayed in the promotion.

Thank you for your continued assistance, and I remain available for any further clarification.

Best regards,

Dear @Jonasgamble,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hello JonasGamble,

I hope this message finds you well.

We have carefully reviewed your case and concluded that there was no fault on our end. We did send you an email with a promotion, and as clearly stated in that email, both “Bonus conditions apply” and “General Terms and Conditions apply” - which is standard practice when a bonus is issued.

By visiting the links to the T&Cs provided in the email, you can see the following clause:

“12. The maximum win that can be withdrawn from any deposit bonus is 5000 EUR […] or 10 times the value of the deposit bonus, whichever is lower.”

This means that if 10x your bonus amount is lower than the fixed maximum limit, then the lower value becomes the withdrawal limit. Since your deposit was €105, your bonus amount was €52.50. Therefore:

€52.50 x 10 = €525, which is the maximum amount eligible for withdrawal under the promotion's conditions. We can also confirm that this is the amount that was correctly withdrawn from from account.

We apologies if you felt confused by any of the terms. In the future, if you are unsure about any promotion details, we strongly encourage you to review the T&Cs or contact our support team, who are always happy to provide clarification.

We hope this explanation clarifies the situation. We are fully prepared to provide AskGamblers with any documentation needed to support our case.

Thank you once again