BetVili Casino - 플레이어의 상금이 취소되었습니다.

Dear Hallisan,

Thank you very much for submitting your complaint and uploading all the relevant screenshots. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://betvili.com/info/TermsAndConditions:

„2 BONUS TERMS AND CONDITIONS

2.1 GENERAL BONUS TERMS AND CONDITIONS

2.1.2 We reserve the right to close the User's account and confiscate existing funds if evidence of bonus abuse is found.

2.1.4 Betvili.com has a zero-tolerance policy towards bonus abuse and bonus related fraudulent activity on accounts. If any bonus abuse or bonus related fraudulent activity is suspected, we reserve the right to stop any further bonuses, promotions, and/or offers and remove bonuses and winnings from these and/or linked accounts. Examples of bonus-related fraudulent activity include, but are not limited to:

Parallel game sessions; Multiple account strategy / proxy account strategy;"

Could you please forward any supporting evidence that you have cancelled the second Deposit Bonus? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello my dear, thanks for the feedback,

As you can see in the history of the screenshot, the 1st deposit bonus was transferred on March 16, 2021 05:27:45, I canceled the other bonus, unfortunately I don't see it in my account in the history, I think that has now been completed just away from the casino, allegedly they also paid out over 9500 €, as I had the live chat confirmed, unfortunately money never went to me, only the 500 € no idea where the money has gone.

On the left in the menu at BetVili there is the option My Bonusses, there I found something in the history.

With best regards

halliSAN

Hallo mein liebe, danke für das Feedback,

wie du an der History des Screenshots sehen kannst wurde der 1. Einzahlungsbonus Transferiert am 16.03.2021 05:27:45, ich habe den anderen Bonus storniert, leider sehe ich ihn nicht in meinem Account in der History ich denke, dass wurde nun ganz einfach entfernt vom Casino aus, angeblich haben sie ja auch die über 9500 € ausgezahlt, wie ich mir vom Live-Chat bestätigt lassen habe, leider ging da Geld nie bei mir, sondern lediglich die 500 € keine ahnung wohin das Geld nun gegangen ist.

Links im Menü bei BetVili gibt es die Option My Bonusses, dort habe ich in der History etwas gefunden.

Mit freundlichen Grüßen

halliSAN

For me, parallel gaming sessions do NOT mean that I am allowed to open and play on my computer with my IP 2 slot window at the same time, in my opinion there is no other casino, and the first bonus, well, of course I violated it if that's supposed to be the guideline, but not on my 2nd deposit, and then keeping the entire balance just shows me that this casino is not recommended.

Parallele Spielsitzungen bedeutet für mich aber NICHT das ich auf meinem Computer, mit meiner IP 2 Slot Fenter gleichzeitig aufhaben darf und spielen darf, das gibt es meiner Meinung nach auf gefühlt KEINEM anderen Casino, und der Erste Bonus, gut da habe ich natürlich gegen verstoßen wenn das die Richtlinien sein sollen, aber nicht bei meiner 2. Einzahlung, und dann das gesamte Guthaben einzubehalten zeigt mir einfach nur, dass dieses Casino nicht empfehlenswert ist.

Thank you very much, Hallisan, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Many Thanks!

Vielen Dank!

Hello Hallisan.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello @HalliSAN,

Our team thoroughly investigated your case from the very beginning and as mentioned in our support emails several times, we were unable to confirm your winning as legit because of the following cases:

1.You were using affiliate btag without any official agreement with the corresponding team and streaming brand without giving prior notice to our affiliate department. You are not permitted to alter or modify our links/content in any way without the express prior written consent of Betvili Partners.

2.You were playing several parallel sessions at the same time (more than two) which is clearly violation of Betvili.com T&C. 

Below, we would like to suggest the relevant piece from our Terms and Conditions (Paragraph 2.1.4):  

If any bonus abuse or bonus related fraudulent activity is suspected, we reserve the right to stop any further bonuses, promotions, and/or offers and remove bonuses and winnings from these and/or linked accounts. Examples of bonus-related fraudulent activity include, but are not limited to: Using more than one account to claim multiple bonuses.

Here, we'd like to also emphasize the fact that our Game control team is only involved in players' detailed activity after the withdrawal request is made.

Disregarding the situation above, per our kind will, we have refunded your initial deposit amount 500 EUR (300EUR+200EUR), which was also confirmed by our live chat according to the communication from the screenshots you sent. 

We deeply believe, that provided information is absolutely clear and sufficient enough to reject the complaint and consider it as resolved. 

Best regards,

Betvili Team

1. You used Affiliate Tag without an official agreement with the relevant team and streaming brand, without notifying our affiliate department beforehand. You are not permitted to change or modify our links / content in any way without the express prior written consent of Betvili Partners.

where is that Because I'm streaming on Twitch? I have no agreement with you, there is no advertising banner on my channel

from Betvili or something similar! i can stream what i want on twitch, so don't tell me it's forbidden or against anything. Irrelevant and does not play a role here in the subject.

And more on this topic, it is also advertising for Betvili and is in your interest.

In addition, the 2nd deposit was made WITHOUT any violations,

Neither were there parallel sessions, nor anything with affiliate, this is about an amount of € 10,000. Let's deduct the € 3000 from the 1st deposit and the € 500. We come to the sum of € 6500 that is up for discussion, and you as reputable casino want to tell me that you are so reluctant to come to an agreement? Then why do you offer 4 reloads? To find things in every player that violate the terms and conditions? Especially since "parallel sessions" is pretty shitty and insufficiently defined.

At other casinos you can not play on 2 slots at the same time or open a 2nd slot, you allow the player and thus you do nothing to protect the player in that respect, also do not know any casino where it is not allowed.

So 6500 € are in the room, I would be happy if Betvili as a yes to your statement as a super great casino is, would be willing to negotiate here 🙂

Kind regards

hallisan

1.Sie haben Affiliate-Tag ohne offizielle Vereinbarung mit dem entsprechenden Team und der Streaming-Marke verwendet, ohne dies vorher unserer Affiliate-Abteilung mitgeteilt zu haben. Es ist Ihnen nicht gestattet, unsere Links / Inhalte ohne die ausdrückliche vorherige schriftliche Zustimmung von Betvili Partners in irgendeiner Weise zu ändern oder zu modifizieren.

wo steht das? Weil ich auf Twitch streame? Ich habe keinerlei Vereinbarung mit euch, es ist kein werbe Banner auf meinem kanal

von Betvili oder ähnliches! ich kann auf twitch Streamen was ich möchte, also erzählt mir nicht dies sei verboten oder würde gegen irgendwas verstoßen. Irrelevant und spielt hier bei der Thematik auch keine Rolle.

Und weiteres zu diesem Thema, es ist ja auch Werbung für Betvili und steht in eurem Interesse.

hinzu kommt, das die 2. Einzahlung OHNE irgendwelche Verstöße stattgefunden hat,

weder waren dort Parallele Sitzungen, noch irgendwas etwas mit affiliate, es geht hier um einen Betrag von 10.000€ Ziehen wir die 3000€ ab aus der 1. Einzahlung und die 500€ Kommen wir auf Summe 6500€ die zur Diskussion stehen, und ihr als renommiertes casino wollt mir erzählen, dass ihr euch so hart dagegen sträubt eine Einigung zu finden? Warum bietet ihr dann 4 reloads an? Um bei jedem Spieler Dinge zu finden, die gegen agbs verstoßen? Zumal „Parallele Sitzungen" auch ziemlich scheisse und unzureichend definiert ist.

auf anderen Casinos kann man erst garnicht auf 2 slots gleichzeitig spielen oder eine 2. Slot öffnen, ihr ermöglich es dem Spieler und somit tut ihr auch nichts zum Schutz des Spielers in der Hinsicht, kenne auch kein casino wo es nicht erlaub ist.

also 6500€ stehen im Raum, ich würde mich freuen, wenn Betvili als Ja nach eurer Aussage so ein super tolles casino ist, hier verhandlungsbereit wäre 🙂

mfg

hallisan

Hi,

I'm attaching the screenshot taken right before removing the brand from your panel.

If you really believe that there was nothing wrong with promoting our brand without permission (using Btag) you would agree with us, if we say that, there wouldn't be any reason for instantly deleting the banner right before our eyes 🙂

Once again, you are a streamer, without any agreement with us, meaning you're not allowed to advertise the brand with btag. It's considered as breaking Betvili rules.

However, main reason remains the same. You have obviously violated bonus rules while using not only two but several parallel sessions which is strictly forbidden with us, whether it was on 1st deposit or second.

We have already expressed our kind will by returning the deposit amount.

The decision is final and unfortunately, it can no longer be changed.

Best wishes,

Betvili team

Of course I remove a banner if it is without your consent, but then it is not in my hand but in your hand, the aff. Ref links can be drawn and passed on independently, I'm the 3rd person who unfortunately doesn't know anything about it. So accordingly you cannot blame me for this.

you must not see the first deposit equal to the 2nd, because the first paid out € 3000, the other money came from winnings from the 2nd deposit.

it's really sad for me to see how stubborn a casino can be 😂

do you have so few customers that it would also hurt to pay out sum X, that I get my money back what I paid in, is a joke in contrast to the sum that is in this room, you know that, I know.

I am waiting for the casino guru.

Natürlich entferne ich einen Banner, wenn es ohne eure Zustimmung sei, dann liegt es aber nicht in meiner Hand sondern in eurer Hand, das aff. Ref links eigenständig gezogen und weitergegeben werden können, ich bin die 3. handelnde Person die davon leider nichts weiß. Also dementsprechend könnt ihr mir hierfür nicht die Schuld geben.

ihr dürft die erste Einzahlung nicht mit der 2. gleich sehen, denn bei der ersten wurden 3000€ ausgezahlt, das andere Geld entstand durch Gewinne aus der 2. Einzahlung.

es ist für mich wirklich traurig zu sehen, wie stur ein casino sein kann 😂

habt ihr so wenig Kunden, dass es auch weh tun würde Summe X auszubezahlen, das ich mein Geld wiederbekomme was ich eingezahlt habe, ist ein Witz im Gegensatz zur Summe die hier im Raum steht, das wisst ihr das weiß ich.

Ich warte auf Casino-Guru.

Hi,

We, as a casino, we are unable to control each streamer / affiliate taking btags without permission, that's why we have it stated in our rules. In your case, we have captured the fact.

And please be sure, that we are absolutely unwilling to harm brand reputation because of mentioned "stubbornness". We call it going against casino rules.

We deeply count on fair judgement of the situation by Casino Guru.

Regards,

Betvili Team

I would agree with you on sum X. After that, the matter is settled, where would the problem be?

Ich würde mich auf Summe X einigen mit euch. Danach ist die Sache doch erledigt, wo wäre das Problem?

Hello dear Casino Guru team,

how does it look like?

With best regards

Hallisan

Hallo liebes Casino Guru Team,

wie sieht es aus?

Mit freundlichen Grüßen

Hallisan

Dear Betvili Casino team.

Thank you very much for your cooperation. Although, parallel game sessions are forbidden by your bonus T&Cs, could you specify what advantage the player has gained by playing different games at once (since your system has even allowed it and in the industry, there are plenty of casinos that do not consider it as an issue)?

About the information that the player used affiliate btag without any official agreement. Since it is affiliate related, we believe it should not have any effect on this case.

Hi everyone,

Betvili.com has a zero-tolerance policy towards bonus abuse and bonus related fraudulent activity on accounts. If any bonus abuse or bonus related fraudulent activity is suspected, we reserve the right to stop any further bonuses, promotions, and/or offers and remove bonuses and winnings from these and/or linked accounts. Examples of bonus-related fraudulent activity include, but are not limited to: Using more than one account to claim multiple bonuses; However, if the player is using a bonus, you have to meet the playthrough requirements set by the online casino issuing it before you can start withdrawing money from your account.

To meet the requirements of these bonuses, players have to play specific games and bet the usual amounts — as they would under any other circumstances. However, some players exhibit what we call irregular playing patterns. They are neither playing the game nor trying to win but trying to meet the bonus’ requirements by making minimum risk bets.

Regarding using affiliate btag without permissions, as mentioned earlier, it's not the reason why the winning was forfeited, we just emphasized the fact the 2 terms were broken at the same time.

As for the game logs, is this the right e-mail to send them - petronela.k@casino.guru ?

Cheers,

Betvili team

Hello everybody,

again, as already mentioned, the 1st deposit in which I violated the bonus conditions and paid out € 3000 is checked off for me, unfortunately nothing can be changed.

However, on my 2nd deposit (50% RELOAD NON-STICKY) NOTHING OF THE SAME was violated, I played a slot and immediately canceled the bonus because I hit well, that is, the profit from my 2nd deposit is legal for me also, one excludes the other in the sense, and you have to find a fair solution for both sides, I would offer you, € 7,000 profit has ended, I would be satisfied with € 5,000, what do you think? BetVili team like this?

Hallo zusammen,

nochmal wie bereits erwähnt, die 1. Einzahlung in der ich gegen die Bonusbedingungen verstoßen habe und 3000 € ausgezahlt habe ist für mich abgeharkt, daran lässt sich leider nichts mehr ändern.

Bei meiner 2. Einzahlung jedoch (50% RELOAD NON-STICKY) wurde GEGEN NICHTS DER GLEICHEN verstoßen, da habe ich eine Slot gespielt und den Bonus sofort storniert, da ich gut getroffen habe, das heißt der Gewinn aus meiner 2 Einzahlung steht mir rechtlich auch zu, das eine schließt das andere nämlich in dem Sinne aus, und da muss man eine faire Lösung finden für beide Seiten, ich würde Ihnen anbieten, 7000 € Gewinn sind endstanden, ich würde mich mit 5000 € zufrieden geben, was haltet ihr liebes BetVili Team davon?

Hello,

what happens now

Hello,

was passiert nun?

Hello hallisan.

We are still evaluating the case, I will get back to you asap.

I have been waiting for the Casino Guru Team for 11 days now,

what's going on, is there something else to come or can I tick it off?

I have hoped for a lot here.

🙁

Ich warte nun seit 11 Tagen Casino-Guru Team,

was ist denn los, kommt da noch etwas oder kann ich das abharken?

Ich habe mir hier von sehr viel erhofft.

🙁

Hello hallisan.

I am very sorry that we keep you waiting. We were evaluating your gameplay, and we came to the conclusion that you have not gained any advantage by playing these parallel game sessions. Therefore, we are still waiting for the casino reaction and if there is no new information I will get back to you in the next 3 days with our detailed explanation.

Dear Hallisan.

In order to continue with the resolution, I am extending the timer by 7 days. The casino should contact you or post in this thread very soon.

I just hope that BetVili shows itself to be reasonably cooperative and pays me at least part of the profit -.-

I find it sad that such a brand is not ready to compromise and find solutions.

Yours sincerely

hallISAN

Ich hoffe einfach, dass BetVili sich einigermaßen kooperativ zeigt, und mir wenigstens einen Teil des Gewinns ausschüttet -.-

Ich finde es traurig, dass eine solche Marke nicht bereit ist Kompromisse und Lösungen zu finden.

Mit freundlichen Grü´ßen

hallISAN

Hello,

After thorough investigation and lengthy conversations with casino guru team, we have made our final decision and we are offering to return you to the point before you started the parallel session. At that moment your bonus balance was 1,988 EUR, and your wagering progress was 26.6% out of 10500 EUR. As we have already refunded to you 500 EUR, in case of the winnings, this amount will be deducted. Also, parallel game sessions won’t be allowed on this playing session , or any other in the future. Please note that this is our final decision and it is not subject to further discussions.

For further clarification of the terms and conditions, you can check our website, T&C section: 2.1.4

Looking forward to your reply.

Regards,

Betvili team

Hello everybody,

Thank you very much for the offer, I have a question about Betvili, it is actually about the 2nd deposit here, which is not mentioned over and over again.

I think it's nice that you are offering me this as written above, you have already refunded me € 500, that's correct, the maximum payout amount after the end of the wager would then be € 3000, with my 2nd deposit as so often no mistakes were made.

What do you think of it if you send me the maximum payout of 3000 €, minus the 500 €?

Say 2500 €

With best regards

halliSAN

Hallo zusammen,

vielen dank für das Angebot, eine Frage habe ich dies bezüglich tatsächlich Betvili es geht mir tatsächlich auch um die 2. Einzahlung hierbei, die immer und immer wieder nicht erwähnt wird.

Das sie mir das so anbieten wie oben geschrieben finde ich nett, sie haben mir bereits 500 € zurückerstattet, dass ist korrekt, der maximale Auszahlungsbetrag nach Wager Ende wären dann 3000 €, bei meiner 2. Einzahlung wurden wie so oft keinerlei Fehler begangen.

Was haltet ihr davon wenn ihr mir die Maximale Auszahlung von 3000 € sendet, abzüglich der 500 € ?

Sprich 2500 €

Mit freundlichen Grüßen

halliSAN

Hello,

Thank you for your reply and here would like to highlight the fact that, the second deposit was lost. Also, the CasinoGuru team will confirm that, as we went through each bet made by you. This is our final decision, please let us know your position to proceed with an offered proposal.

Regards,

Betvili team,

What do you mean 2nd deposit disappeared? And everything else could they represent 1: 1 and explore?

How can that be?

Was meinen sie meinte 2. Einzahlung ist verschwunden? Und alles andere konnten sie 1:1 darstellen und erforschen?

wie kann das denn sein?

I would like to close the case today, tomorrow at the latest @ BetVili can we do that?

@ CASINO GURU TEAM?

Ich würde den Fall gern heute, spätestens morgen abschließen @ BetVili bekommen wir das hin?

@ CASINO GURU TEAM?

Hello there,

Dear Betvili Casino team.

Thank you very much for your cooperation in this case.

Dear Hallisan.

I am glad to hear that the casino has provided you with the legitimate solution. Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future.

Best regards, Jozef

We’ve reopened this complaint as per the player’s request. We have been informed that the casino has not carried out their part of the offer.

We are extending the timer by 7 days. If the casino fails to explain the situation in the set time frame, we will close the complaint as ‘unresolved’.

Betvili does not answer in the live chat, nothing happened 6-7 times online.

Betvili antwortet nicht im Live Chat, war nun 6-7 mal online nichts passiert.

Hello Hallisan.

I have been informed by the casino team that they will respond very soon. I am extending the timer by 7 days.

Then why don't they write a public statement when they write to you?

I have been waiting for the agreement since April 28th that is really not nice and does not represent BetVili positively.

Warum schreiben sie dann keine öffentliche Stellungnahme wenn sie dir schreiben?

ich warte seit dem 28.04 auf die Abmachung das ist wirklich nicht schön und repräsentiert BetVili nicht Positiv.

Hello, we would like to inform you that we proceed with an offer, that was proposed to the player: to return the player to the point before he/she started playing with parallel sessions and for now, we see that player has played and lost. So the issue can be closed. Please also check the information with the player, to make sure there are no additional questions/issues from the player side.

Hello Hallisan.

Please, could you confirm the casino statement?

Paid

Dear Hallisan.

I am very sorry that you lost the amount. Since you have accepted the casino compromise and legitimately lost it, I believe the case has reached its end.

I am closing the case as 'solved' now.

Best regards, Jozef