A BetUS Sportsbook (SBR rating D+) player has submitted a complaint on the Sportsbook Review posting forum concerning a no-deposit free bet he accepted. The player had an unfunded BetUS account at the time he took on the $50 free bet bonus, and proceeded to increase his balance to over $2,500 before running into a brick wall: The max payout was $250.
The player opened his post with the following comment at the SBR Sportsbook & Industry section:
"So at the beginning of football they offer me a 50.00 freeplay. I call and ask all the requirements before hand. They explain all the wager requirements, what sports counts towards wagers, etc."
The player accepted the no deposit free bet and began wagering. Eventually, his balance ballooned to $2,700. At this point, he requested a cashout. That's when he says the trouble started:
"I went to cashout and was now told I could cashout a max of 250. And after cashout fees would get 200. And the other 2500 they would take back."
The 'max of 250', or 5X the free bet winnings, is a requirement listed in the terms and conditions of BetUS Sportsbook. SBR spoke with management and was told that the rule was listed for the previous two years.
Concerning the player's claim that he specifically asked if there was a max cashout, BetUS has stated that the call recordings and live chat logs refute this. BetUS offered SBR to listen to the recordings in question if the player consented.
BetUS did not do a good job informing the player of the max cashout when he contacted them via customer service. As a result, the betting site has offered the player the chance to make a deposit up to the $2,450 in free bet winnings and to then have a 10X rollover on the deposit + bonus. The offer stands for the next 60 days. The player is also being given a free payout.
SBR has suggested that BetUS make the max cashout more visible; the sportsbook agreed to list the term in any marketing mailers which advertise the bonus.
The case highlights an important note: Read the small print! Never assume a no-deposit bonus comes with essentially no strings attached. Always ask an account manager if the front-line of customer service provides limited information or if you have any doubts as to the veracity of information pertaining to a sportsbook bonus.
BetUS players with feedback are encouraged to write to SBR at firstname.lastname@example.org.