betsio.com Casino Support and Complaints Thread

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I received free bonus spins (related to a tournament). I did not deliberately participate in the tournament, I made the spins, I made legitimate winnings. The casino removed the winnings claiming that the bonus was granted by mistake. I acted in good faith. I used the bonus that appeared in my account without knowing that it was by mistake. I did not act in bad faith, abuse a glitch or attempt to hack. I did not force the granting of a bonus. The bonus was credited automatically - the error was in your casino's system, not mine. Therefore, an ordinary player would not have known that it was an error. The game was processed normally and the spins were accepted, the games ran normally and the winnings were counted. The casino processed and acquired the gameplay as valid until the moment of the refund. The bonus was exclusive to tournament participants and I, as I was not registered, should not have received it. I would like to request a formal explanation in writing: Why was the bonus granted? What specific rule was violated? Where is this in the terms and conditions. What clause says that only those who register for the tournament will be able to use the spins? If there is none, it was an open offer and not restricted! IF THERE ARE NO FAIR ANSWERS, I HAVE FULL RIGHT TO THE WINNINGS AND BONUSES, REGARDLESS OF YOUR MISTAKE!

Disputed amount: 2400R$

Casino: Betsio.com

Case #: 3271

Hello Leandro Gomes,

Thank you for bringing this to our attention.

Your questions are valid and understandable. We have forwarded your complaint to the casino representative and requested a detailed explanation regarding this case.

Please keep an eye on this thread for further updates.

Нello Leandro Gomes,

Thank you for contacting us.

Let me clarify the situation with the Tournament 75 FS Reward bonus awarded as part of the internal "Crypto Cruise: Paradise Party" tournament. This bonus was awarded due to a technical error. According to the terms of the tournament, participation in it is possible only if there are bets placed on real funds during its validity.

Unfortunately, no corresponding deposits were recorded on your account for the specified period, and therefore participation in the tournament could not be counted. We discovered the erroneous bonus accrual as part of an internal audit and canceled it in accordance with the paragraph of the rules. I am attaching the necessary screenshots 
We understand that the situation may be confusing, especially if the error was not your fault. However, it is important to note that the bonus should not have been credited initially, and its cancellation is a corrective action consistent with our policy and terms of use.

We hope for your understanding and assure you that we always strive to act transparently and in accordance with the rules.

Sincerely, the Support Team Betsio.com

Hello Leandro Gomes,

Could you please confirm if you have seen the rep's response?

Thank you.

Since it's been more than 48 hours and we haven't heard back from the member, yet we have the response from the casino, we will mark Case #3271 as resolved.

Yes, I saw it now, but I didn't think what was done was fair at all! I'm sorry for the delay.