Aphrodite Casino - Os ganhos do jogador são confiscados sem aviso prévio.

Hello,

I would like to clearly summarize the reason why the casino refused to pay out my winnings and why I believe their actions constitute an unfair and misleading practice.

The casino justified the confiscation of my winnings by claiming that I breached several bonus terms, specifically:

- exceeding the stated €2 maximum bet limit while an active bonus was present,

- playing games that were allegedly restricted under the bonus terms,

- and using a live casino bonus in a manner they later deemed non-compliant.

Based on these claims, the casino declared my winnings invalid and confirmed this as their final decision. While my original deposit of £200 was returned, my total winnings of €3900 were fully confiscated and never paid out.

However, during gameplay, the casino’s own system allowed all of these actions to occur:

- bets above €2 were technically permitted,

- restricted slot and live casino games were fully accessible,

- and no warnings, alerts, or automatic restrictions were shown at any time.

Additionally, after I requested a withdrawal, I contacted the casino via live chat multiple times. On each occasion, I was informed that my withdrawal was "being processed," and I was also told that withdrawals were limited to €1000 per transaction. At no point during this period was I informed of any alleged bonus violation.

Only after this processing period did the casino change its position and claim bonus breaches, resulting in the confiscation of my entire winnings. This indicates that the withdrawal was initially accepted and reviewed as valid before being retroactively rejected.

In my view, this constitutes retroactive enforcement of bonus terms. Restricted actions should be prevented in real time by the casino’s system, not allowed during gameplay, accepted at withdrawal stage, and only later punished.

Even if a bonus rule breach had occurred, confiscating the entire winnings is disproportionate, especially when the casino’s own technical controls failed to prevent the situation. Many reputable operators would, at most, remove the bonus rather than void all winnings.

For these reasons, I believe the casino’s conduct represents an unfair commercial practice rather than a legitimate enforcement of bonus terms.

Kind regards,  

****

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Dear Junior2383, Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

7.16. The maximum allowed bet for wagering the bonus is 2 EUR.

Placing a bet higher than 2 EUR while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila G.

My bunus wagering complete 2 times iam need my real winnings money it unfair what they doing why let me to play that bonus if I do something wrong

Dear Junior2383, thank you for your response, I can confirm that I have received your email.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Dear Junior2383,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru