A BetUS Sportsbook (SBR rating D+) player reported receiving a physical mailer inviting him to try a $50 free bet. The letter, which the player offered to fax to SBR, made no mention of a max payout. The player took the $50 free bet and increased his balance to $702 in winnings before asking for a withdrawal.
Upon asking for a withdrawal, BetUS reportedly told the player that the maximum withdrawal is $250 — five times the free bet. The player informed BetUS there was no mention of any maximum withdrawal on the mailer, and that he specifically asked for the promotion rules before betting the free play.
His call was transferred to an account manager, who reinforced the company position that the maximum withdrawal was $250. The player was unhappy with the rule, and has claimed BetUS denied his subsequent request for a $250 withdrawal (the maximum under the promo rules).
Sportsbook Review is following up with BetUS management on this latest bonus complaint.
SBR reported that a player ran a balance up to $2,500 before similarly discovering the small print. The player aired his complaint at the Sportsbook Review posting forum, taking issue with the misinformation from customer service and lack of transparency in the free bet rules.
BetUS agreed that it did not do a particularly good job advising the player of all restrictions in their correspondence with him on the subject, and made an offer to allow the player to make a matching deposit toward the additional winnings within the next 60 days, however a further play-through requirement of 10X the deposit and winnings would be required.
Players are advised to not take the word of the first customer service representative that they deal with, look for the terms and conditions published on the website and if in doubt ask to speak with a supervisor before using any bonus balance.
BetUS players in need of sportsbook assistance are encouraged to submit a sportsbook complaint form.