AllStarz Casino - Jogador enfrenta problemas de retirada devido a disputa de dinheiro de bônus.

I used the first deposit bonus at this casino and deposited 300 euros.

The terms and conditions stated that real money and bonus money are completely separate.

However, when I actually played with real money, I noticed that all winnings were being added to the bonus money.

When I contacted support, they claimed that although it wasn't mentioned anywhere in the terms and conditions, that was how the system worked.

This made it difficult to withdraw my money

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Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

1. When did you notice that real money and bonus money were shown in your account together, not separately as stated in the Terms and Conditions?
2. Have you received any warning or notification that your deposit would be treated as bonus money once you activate the bonus?
3. How many bets did you make with the money you deposited?
4. How much of your real money balance was transferred to the bonus balance?
5. Did you continue playing after noticing the issue, or did you stop immediately?

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

Best regards

Veronika

I deposited €300 and started with €300 in real money and €300 in bonus money.

I had reviewed the terms of service beforehand and understood that real money and bonus money are kept separate.

I bet €299 of real money on baccarat and won, but my real money balance was reduced to €1, with all the winnings added to the bonus money.

When I contacted support, they stated that although it wasn't mentioned in the terms and conditions, that is how the system operates.

I haven't placed any bets since the issue arose.

Since the bonus expires in one week, I need to contact the representative as soon as possible.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask AllStarz Casino for their help in resolving this complaint.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/

or complaints@gamingcommission.ca ) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of AllStarz Casino. We received the following message:

Hi there,

Thank you for your message and for sharing your concerns with us. We appreciate the opportunity to clarify the situation.

After reviewing your gameplay and the bonus you activated, we confirmed that the First Deposit Bonus was active on your account at the time of play. According to our Bonus Terms & Conditions, bonus funds cannot be used on Live Casino games, as this game category is excluded from bonus wagering and does not contribute toward wagering requirements.

Since the bonus was used on Live Casino games, which is not permitted, the system automatically handled the balance according to our internal bonus rules. We understand that this may not have been clearly communicated, and we apologize for any confusion caused.

To ensure a fair resolution, we will apply the following:

• We will remove all winnings gained during the bonus play on Live Casino games

• We will return your original deposit of €300 back to your real-money balance

This way, you do not incur any loss from the misunderstanding, and your deposit remains fully available for withdrawal or further gameplay without restrictions.

Please confirm if you would like us to proceed with this solution, and we will process it for you.

Thank you for your understanding, and we remain at your disposal should you need any further clarification.

Best regards,

AllStarzCasino Support Team

I never used any bonuses at the live casino in the first place.

This casino separates real money and bonus funds, with real money being used first.

I have also confirmed that immediately after depositing, €300 in real money and €300 in bonus money were displayed.

I demand a refund of €900.

I submit the Terms of Service as evidence.

As you can see, it clearly states that real money and bonus money are completely separate.

Therefore, even if you use real money in the live casino, there is no issue.

Hi there,

Thank you for your message.

As stated in our Terms of Service, real money and bonus money are tracked separately. However, once gameplay begins with an active bonus, both balances are shown together in the account balance, and only the bonus amount is subject to wagering requirements.

Therefore, the correct conclusion is that we can refund your full deposit, which will remain available for withdrawal without any wagering required.

However, there is no valid reason to refund the €900, as it was part of gameplay conducted under the active bonus terms.

Thank you for your understanding and best regards,

Allstarzcasino Team

This contradicts the Terms of Service.

If real money and bonus money are managed separately, why are real money winnings added to the bonus money?

Furthermore, there is no statement anywhere to support the casino's claim.

"Real money and bonus money are managed separately."

That is all.

I haven't even used the active bonus itself to play games yet.

It's purely real money from the stage before that.

The €300 deposited immediately is real money, and play using it is unrelated to the bonus.

Therefore, the casino's claim is not accepted.

If you do not issue a refund, the complaint will remain unresolved.

Hi,

Thank you for your message and for sharing your concerns.

We understand your point, and we want to resolve this matter in a fair and transparent way. To avoid any further inconvenience for you, we are ready to proceed with a full refund of your €300 deposit. The amount will be credited back to your real-money balance and will be instantly withdrawable.

Please confirm that you would like us to proceed, and we will process it right away.

Kind regards,

AllStarzCasino Support

It is not permissible to confiscate winnings based on rules not stated in the Terms of Service and unknown to users beforehand.

Complaint resolution will not be granted unless the full amount of winnings is refunded.

Dear AllStarz Casino representative, could you clarify the discrepancy in the terms and conditions? The player rightly pointed out that real and bonus funds are to be tracked separately as per the rule in the terms and conditions. Thank you in advance for your clarification!

Thanks for your patience while we reviewed this case in detail.

After going through your history, the bonus terms, and the order of funds used per the published T&Cs, we’ve confirmed that the €299 wager fell under your real-money balance rather than the bonus balance. Because of this, the maximum-bet restriction for bonus play didn’t apply in this instance.

Although the current wording in the AllStarzCasino bonus terms leaves room for misinterpretation, the responsibility for clear communication lies with the operator. With that in mind, and in the interest of fairness and transparency, the decision has been made to pay you €583.05.

We’re also taking this opportunity to review and tighten the T&Cs so similar situations can be avoided in future. This will ensure the rules are fully aligned with industry standards and protect the players going forward.

Thanks again for bringing this to us, and for everyone’s cooperation while we resolved it.

Once the withdrawal is complete, the complaint will be considered resolved.

Since I will never use this casino again, please Withdraw immediately and close my account.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear andandjonnyx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter