Betunlim Casino - 플레이어의 보너스 현금화가 지연됩니다.

I used a $200 bonus at this casino, but after meeting the wagering requirements, an unjustified reduction was made.

Casino support claims the cash-out limit for the bonus is $200, but the bonus offer terms stated the maximum withdrawal amount was three times the bonus amount, meaning $600.

I questioned them about this contradiction, but the casino continues to refuse to respond.

Furthermore, upon reviewing the terms and conditions again before submitting my complaint, I found that the withdrawal limit was stated as 1x the bonus amount.

However, at the time I used the bonus, it was stated as 3x, and retroactively changing the conditions should not be permitted.

Please have a casino representative explain this to me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betunlim Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify when you took the screenshots of the bonus?
• Do I understand correctly that you participated in the promotion on 31/10/2025?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Have you confronted the casino with the evidence you have gathered already? Have you received a response?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I participated in the promotion on the 24th.

I took a screenshot at that time.

Support is making a ridiculous claim that the terms stating 3x was a typo and it should have been 1x.

If they can change bonus conditions retroactively based on a typo, anything goes.

We don't change terms and conditions retroactively, but there was indeed a typo here. For all our bonuses, the maximum amount that can be transferred to the real balance is either x1 or x10 of the bonus amount. The only exception is the three welcome bonuses (for them, the maximum amount that can be transferred to the real balance is x3 of the amount).

Your bonus "50% Friday deposit bonus"  was automatically credited x1 after wagering.

In addition:

29.1 BETUNLIM reserves the right to modify, cancel, or amend the terms and conditions of any promotion at any time without prior notice.

29.2 BETUNLIM may restrict or deny specific users the ability to receive certain bonuses and promotions.

The user was repeatedly told that this was a typo and that the loyalty program is not our responsibility, and that if they are not satisfied with the terms and conditions, we can disable the loyalty program for them, but they continued to demand and threaten to complain. To avoid further disputes, this user has been disconnected from the bonus program.

If the promotion were available for free, that might not be an issue. However, this promotion is a deposit bonus, and users have already paid to utilize it.

It is unreasonable to expect that the casino can avoid responsibility for this, especially when it is clearly their mistake—a ‘typo’—on their part.

If the casino arbitrarily invalidates the promotion, it is only fair that they refund the participation fee.

If the casino bears no responsibility for the typo, then who exactly is responsible?

Dear Casino Guru,

As you can see, the user bears no fault whatsoever. All responsibility lies with the casino, which made a typo and then failed to verify it.

The casino claims I made threats, but the actual threats came from the casino itself—they threatened to restrict my account functionality if I filed a complaint with CasinoGuru, and they followed through on that threat.

The casino's operational stance, which interprets the act of filing a complaint with CasinoGuru as a threat, is problematic.

Please impose penalties on the casino.

Dear andandjonnyx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jozef ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

Thank you very much for sharing your negative experience.

Dear Betunlim Casino team,

Thank you for your cooperation. I fully understand the player’s frustration, as they claimed the bonus based on the information that was available at the time. Only after completing the bonus did they learn that the stated withdrawal limit contained a typo on your side.

I trust that this was indeed an unintentional mistake, but given that the player acted in good faith and followed the displayed terms, I believe it would be fair and reasonable to honor the original information and pay the remaining amount.

Would it be possible to kindly reconsider your decision in this case?

Dear user, please do not provide false information. We have explained to you several times, "The Bonus Program is a loyalty program for Betunlim users and is not our responsibility.

If you are dissatisfied with the terms of our Bonus Program, we can disable it for you." You continued to write to us that you would file a complaint. We interpreted your responses as indicating that the bonus system was unsatisfactory, and therefore we disabled it. Your complaint has nothing to do with being disconnected from the bonus system. We would have disabled it anyway if you were dissatisfied with it. The bonus system is a loyalty program, not a mandatory requirement. The last thing we want is to offer bonuses and then receive negative feedback from players. Therefore, you were disconnected from the bonus system by decision of the administration.

Your complaint is unfounded. A refund is not possible, as you have already withdrawn the funds received as part of the bonus.

I would also like to remind you of the rules you agreed to upon registration. 29.1 BETUNLIM reserves the right to change, cancel, or supplement the terms of any promotion at any time without prior notice.

29.2 BETUNLIM may limit or deny certain users the opportunity to receive certain bonuses and participate in promotions.

Saying there is no responsibility does not mean responsibility ceases to exist.

Providing the promotion to users and making the typo were actions taken by the casino, so it goes without saying that responsibility follows.

We have provided you with a response to your complaint within the terms and conditions you agreed to upon registration. This is the final response.

1.6 If you do not agree to accept and abide by the Terms and Conditions, please do not open an account and/or continue to use your Account. Placing a bet constitutes confirmation of the Client's agreement with these Terms and Conditions.

29.1 BETUNLIM reserves the right to change, cancel, or supplement the terms and conditions of any promotion at any time without prior notice.

29.2 BETUNLIM may limit or deny certain users the opportunity to receive certain bonuses and participate in promotions.

Are you familiar with the concept of non-retroactivity of laws?

Casinos have the freedom to change promotional terms, but such changes only apply "afterwards."

Once a casino makes a typo and a user, unable to notice it, makes a deposit, the contract is already concluded. Even the casino is not permitted to retroactively 

If you are not satisfied, be prepared to accept severe penalties.

Dear Betunlim Casino team,

According to the information provided by the player, they accepted and deposited based on the bonus conditions presented at the time, and only afterward was it indicated that there may have been a typo on your side.

Could you please clarify which information you consider false and explain why your team does not see itself as responsible for ensuring the accuracy of the bonus information?

The user's misinformation consists of the claim that we threatened to disconnect them from the bonus system if they filed a complaint, but this is not the case. We explained to them several times that if they were dissatisfied with the terms of the bonus program, we could disable it. Accordingly, after several similar emails, we disabled the user's bonus system. The bonus was credited to the client immediately after wagering 1x the bonus. This happens automatically. We did not change any of the bonus terms. There was a typo in the text, but the bonus wagering system remained the same. For all our bonuses, the maximum amount that can be transferred to the real balance is either 1x or 10x the bonus amount. The only exceptions are the three welcome bonuses (for these, the maximum amount that can be transferred to the real balance is 3x the amount).

Despite the casino's obvious mistake—a typo—telling users discussing compensation or complaints that their bonus will be voided if they have any grievances is nothing short of blackmail.

Both the Casino Guru representative and I are simply stating the obvious: since we provided the user with an incorrect bonus offer due to a typo and they made a deposit, casino must take responsibility. Is that so hard to understand?

Even if the typo was made by an outsourced programmer, the casino operator is responsible for managing them. Am I wrong?

Dear Jozef

Continuing this same exchange any further would be pointless.

As you can see, this casino clearly holds abnormal values as a company.

A casino incapable of even taking responsibility for a typo will likely cause all sorts of trouble going forward.

I can't understand why this casino has such a high rating of 8.3.

Please significantly downgrade this casino's rating.

Hello. We'll accommodate the player and credit the remaining bonus to his balance, but the amount is 40.64 USDT, not 400 USDT as stated. We've attached a screenshot of the player's betting history. It clearly shows that the bonus balance at the time they completed the wagering requirement was 240.59 USDT. After completing the wagering requirement, this amount was deducted, and the player received 199.95 USDT. (Because, as I wrote above, the bonus was automatically credited x1, and the x3 was just a typo.) 240.59 - 199.95 = 40.64 USDT.

Apparently, this casino doesn't even know the difference between dollars and euros.

The amount remaining when the wagering requirements were met was €240.

As you can see, this casino's transaction management system is riddled with errors.

I cannot understand why a casino using a system that mixes up USD and EUR is rated so highly.

I have no intention of playing along with the casino's delay tactics any longer.

Please lower the rating immediately.

Dear andandjonnyx,

If the casino team is open to resolving this, stepping back from their decision and not applying the lower cashout retrospectively would leave nothing to penalize them for. Could you please confirm that the amount of around 40 USDT is the remaining amount that was capped?

NO

Dear user, US dollars have nothing to do with this. Our casino has a multi-currency wallet, and each client can deposit in the currency of their choice. You topped up your wallet using USDT cryptocurrency, and therefore you played using this currency. Therefore, I have provided you with your betting history in USDT. 200 USDT = 174 EUR. We have credited the remaining bonus according to your screenshot; you can withdraw this remaining amount.

Then why does it show 240 USDT?

Does this casino treat USD and EUR as having the same value?

In the end, this casino refused to admit their mistake until the very end.

It seems they intended to cover up the compensation unless I pointed it out.

A month has passed since I filed the complaint, and listening to the casino's pathetic excuses for dozens of dollars just isn't worth it.

Please downgrade this casino's rating.

I won't go into detail about how the game works with a multi-currency wallet. We paid you the remaining funds deducted due to the x1 bonus limitation. On October 24, 2025, you received 199.95 USDT, which is equivalent to €174.1, and now your balance is 79.29 USDT, which is equivalent to €69.01. You can withdraw these funds. We converted the entire bonus into euros, and now your bonus amount is exactly €243.11, not USDT. €174.1 + €69.01 = 243.11

This way you have received the required bonus amount.

Dear andandjonnyx,

Could you please provide any relevant evidence supporting that a different amount should have been refunded? The casino’s explanation seems relevant to me.

I am referring to the casino initially claiming the compensation amount was 40 USDT alongside an erroneous system screen.

While typos are one thing, this casino isn't even aware of its own management issues.

Simply returning the money doesn't resolve the matter.

Please significantly downgrade this casino's rating.

Your request is completely unfounded. We've accommodated you and credited the remaining bonus funds to your account. Although you initially tried to mislead us by claiming we'd cut you off from the bonus system if you filed a complaint, you even indicated the amount in your complaint as 400, which is incorrect. You can withdraw the remaining funds, but the bonus program is no longer available to you. This issue is closed.

This is the incident I'm referring to.

You claimed my balance upon meeting the wagering requirements was 240 USDT alongside the admin screen, and tried to settle it with a 40 USDT compensation.

But in reality, it was 240 EUR, and the proper compensation should have been 70 EUR.

The casino still has no intention of apologizing for the typo or this mistake. Instead, they keep blaming me like this.

Saying it's a misunderstanding doesn't make it one.

Objectively, the casino's actions amount to nothing less than coercion.

Getting the money back doesn't mean it's resolved.

I lost both time and dignity trying to recover money unjustly confiscated by the casino.

Please impose proper penalties on the casino.

Dear andandjonnyx,

Since the casino team has provided compensation that, in my view, is fully adequate, I do not consider it justified to continue with this complaint. Based on the data, information provided, and the history of their bonuses, it appears that this was indeed a typo and not an intentional attempt to deceive you.

As you have seen, I have tried to be as objective as possible and initially supported your request for a refund. However, since you do not consider the issue resolved, I must close this case with the classification "Other Rejected".

In my opinion, the initial complaint was justified, but the casino has made a fair and reasonable compromise to resolve it. You are, of course, fully entitled not to agree with my conclusion. If you wish to pursue the matter further, you can file a complaint with the relevant licensing authority.

Kind regards, Jozef