Betsofa Casino - Misleading about the bonus

Dear Betsofa Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear NINASARA2225,

Kindly note that special promotions are only available to a particular group of Players and as they are available exclusively, they are not listed on our website.

It is also important to note that clause 9.18. from our Terms & Conditions, which was mentioned by you earlier, apply only to bonuses that were received without making a deposit:

"The maximum winnings that will be paid out to You resulting from a free Bonus or free spins use without deposit of funds can be no more than 100 (one hundred) EUR or its equivalent in the other currency. Any winnings exceeding this amount will be forfeited. The maximum amount a player may withdraw from Exclusive bonus money once all wagering requirements have been met is $2,000, unless otherwise stated in the promotion terms."

Let us inform you that all email messages about exclusive promotions invite you to take advantage of them and the information presented is introductory. Therefore, for more details on each bonus, you are welcome to contact your personal manager by email or our customer support agents in the live chat.

You can be assured that our goal is to make your experience with us enjoyable, and our team does not attempt to hide any information.

In case of additional questions, please feel free to contact your personal manager, who will be happy to answer all of your questions!

Best regards,
Betsofa Team

Dear Askgamblers,

Do you think this is fair? I don't even know how to respond to such an explanation. I made a deposit and did not use the free spins.

It's not my problem if you have your own internal rules. If you have such bonuses, you must also write the conditions for such a bonus. You cannot offer bonuses and then set the terms and conditions for those bonuses as you wish. On your page it says: the maximum payout from free spins is 100€, the maximum payout from deposit bonuses is 2,000€. Nowhere does it say "except in case"... I made a deposit and used the 100% deposit bonus. Where is the problem now?

Best regards,

Alen

Dear NINASARA2225,

We understand how this situation can be frustrating for you, however, as we mentioned before, kindly note that clause 9.18. from our Terms & Conditions apply only to bonuses that were activated without making a deposit.

Additionally, let us assure you that our team is always on hand to provide details regarding our exclusive promotions, which we provide only as an introduction in email messages. We are in no way trying to hide information.

Please feel free to contact your personal manager, in case of additional questions.
We are glad to help you!

Best regards,
Betsofa Team

Listen please and stop writing me the same things over and over again. You sent me a promotion by email and nowhere did you write that this is a special promotion with special conditions. I have accepted the terms you have on your casino page. By what logic do you think this is a special promotion that only selected users can get? I depozit 100€ and got a 100% bonus. I played for two days and completed 4000€ wagering. I got my 100€ back as a reward. Please don't make fun of me. You have no written special conditions for such bonuses. The terms and conditions should be written on your casino page under the terms and conditions section. Or with every email with such a promotion. Otherwise, it is misleading the players from your side. My duty is only to read your bonus terms. It is not my duty to ask you specifically what conditions you have for each promotion.

Best regards,

Alen

Dear NINASARA2225,

As we already mentioned, the special promotions are only available to a particular group of Players. Please note that the promotion which was offered to you by email is exclusively for you and it also was stated in the email message. So for more information regarding each special bonus, you are welcome to contact your personal manager by email or our support agents via live chat.

Let us assure you that we are not interested to mislead our Players as we are a trustworthy platform and we always strive to make the gaming experience with us as enjoyable as possible!

If you have any additional questions, feel free to contact your personal manager.
Have a nice day!

Best regards,
Betsofa Team

Hello,

You often mention how honest you are and that you don't deceive the players. But in my case you did exactly that. Nowhere does it say that you have "special" rules for "special" bonuses. It also doesn't say anywhere that I have to inquire about these rules myself. This means that you can adjust the rules and conditions to your liking. Even the 5€ max bet per spin rule may not apply in these "special" bonuses of yours and it may only be 1€ per spin. Do you understand? You can't make up your own rules. You must have the RULES clearly written. What you are doing is not right and it does not help you if you write that you are honest. If you're honest, keep acting like it. I have done everything your WRITTEN rules require, so please pay me my winnings.

Best regards,

Alen

Dear Betsofa Casino,

The AskGamblers Complaint Team kindly requests an explanation regarding the treatment of the bonus offer sent to the player via email as a Free Bonus, despite the clear indication that a deposit is required - https:­//p­rnt.sc­/AB­ME_­j9U9F_F. The email clearly states "100% Bonus up to 100 EUR" which implies that the player will receive a 100% bonus for any deposit made up to 100 EUR. However, this does not imply that the maximum payout is limited to 100 EUR, as explained by the Support Agent.

Furthermore, we would appreciate an explanation as to why the special Terms and Conditions specific to this exclusive bonus offer were not included in the promotional email. According to our information, when the player clicked on the Terms and Conditions in the email, the player was redirected to the General Terms and Conditions instead.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear NINASARA2225 and AskGamblers,

It is important to note that the special bonus which was provided by email is a bonus that is required to make a deposit, it is not a free bonus. Please note that the email clearly states that to activate this bonus, a deposit from 20 EUR should be made.

Also, let us inform you that in all email messages containing exclusive promotions, Players are invited to take advantage of them, and the information provided is only an introduction. Please note, that as we mentioned before, our customer support agents are available 24/7 to provide more information about each special bonus if it is needed.

As special promotions are available to a particular group of Players and as they are available exclusively, they are not listed on our website. Because of that the "Terms and Conditions" button in the email message refers only to general terms.

We are always happy to help and it is in our interest to provide as much information as possible to each Player!

Thanks in advance for your cooperation.

Best regards,
Betsofa Team

Dear Askgamblers,

Are you satisfied with such an answer? I am not, we are again talking about the same issues as a week ago. Then why do you even have Terms and Conditions? Terms and Conditions are so that we players can decide whether your terms suit us or not. I did all this, followed ALL your instructions and followed ALL your requirements written in the Terms and Conditions (max bet, etc...). You can't afford to have hidden Terms and Conditions... Then no bonus is what it says? Can each casino then come up with some new conditions? Do you think any player would accept that? You know how strict all casinos are with their rules and if players make a mistake, there is no concession. But what in this case? Now there are "new" rules that no one knows exist and that we only talk about when the player finishes wagering? This is not right and you cannot do this.

Best regards,

Alen