Balance vanished

[Danas5]

Good evening 

I was going to submit a complaint but reading the rules I understood that I probably can’t just yet until I have any resolution from Betti Casino; i received an email on the 8th of April saying I had been awarded with a bonus due to a promotion. I did in fact had 5€ of bonus with 1x wagering which I managed to wager and confirmed that was cleared. Kept playing and reached 104€ after a few games, when I checked the withdrawals I notice that the balance is attached to a bonus.
I asked live chat what’s up they say the tech team would look into it and a couple of hours later when I log in to see if it was sorted I see my balance is now 2€, I asked what happened, the agent said that I should await an email from tech team. I asked if I could still play and was advised not to which I followed. Next day nothing I ask some clarification and again was told only the tech team could clarify. Been 5 days since I have missing funds and no answers, no explanation,  no nothing to be true… any suggestions? 
thanks in advance 

[cocopop3011]

9 hours ago, Danas5 said:

Good evening 

I was going to submit a complaint but reading the rules I understood that I probably can’t just yet until I have any resolution from Betti Casino; i received an email on the 8th of April saying I had been awarded with a bonus due to a promotion. I did in fact had 5€ of bonus with 1x wagering which I managed to wager and confirmed that was cleared. Kept playing and reached 104€ after a few games, when I checked the withdrawals I notice that the balance is attached to a bonus.
I asked live chat what’s up they say the tech team would look into it and a couple of hours later when I log in to see if it was sorted I see my balance is now 2€, I asked what happened, the agent said that I should await an email from tech team. I asked if I could still play and was advised not to which I followed. Next day nothing I ask some clarification and again was told only the tech team could clarify. Been 5 days since I have missing funds and no answers, no explanation,  no nothing to be true… any suggestions? 
thanks in advance 

Hi and welcome to the forum. Could you attach the terms of the bonus you received if you have them? 

[Afi4wins]

All bonuses do have bonus terms, restrictions and max win withdrawal limitation. I think it is due to one of these term that the winnings are not shown in the balance...for now at least.