Casino Gran Madrid Online - Os ganhos do jogador foram reduzidos.

Hi, I had a closed account at this casino and I called to reopen it. They told me I had a 100% bonus of up to 500 euros and that once I cleared the bonus, the money would be mine.

I deposited 500 euros so I got 1000 euros in my account, after playing all night and legally releasing the bonus (I had to play more than 10,000 euros) my account had approximately 5300 euros when the bonus was released.

They took the 5,000 euros from me and left my account with about 350 euros for no reason.

After speaking with them, they told me it was because it was the maximum amount to be released, but they clearly told me over the phone that if I released the bonus, the money would be mine.

I want those 5,000 euros back or take legal action against the casino.

Hola, tenía la cuenta cerrada en este casino y llame para reabrirla y me dijeron que tenía un bono del 100% hasta 500 euros y que una vez liberara el bono el dinero sería todo para mi.

Deposite 500 euros así que me aparecieron 1000 euros en la cuenta, tras jugar toda la noche y liberar el bono de forma legal (tuve que jugar más de 10.000 euros) mi cuenta tenía 5300 euros aproximadamente cuando el bono se liberó.

Me quitaron los 5000 euros y me dejaron la cuenta con unos 350 sin ningún motivo.

Tras hablar con ellos me dicen que ha sido porque era el máximo a liberar, pero a mí me dijeron claramente por teléfono que si liberaba el bono el dinero sería mío.

Quiero que me devuelvan esos 5000 euros o tomar medidas legales contra el casino.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Gran Madrid Online.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account currently accessible?
• Is there any information available regarding wihich bonus you accepted and played and what were its rules? Share any screenshots, links or emails reffering to the bonus offer with me. You can post screenshots here, or send information to my email at tomas@casino.guru
• Could you please share with me your communication with the casino regarding the issue after the casino removed your winnings? Send emails or chat transcripts to my email, or post screenshots here

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

Best regards,

Tomas

If my account is still accessible.

I only have the betting history since the call was by phone.

So far I've only sent them an email telling them what happened to me, but they haven't answered. I also called them and they said they understood, but that I had to send them an email to resolve the issue.

Si mi cuenta está accesible aún.

Solo tengo el historial de las apuestas ya que la llamada fue telefónica.

De momento solo les he enviado un correo diciendo lo que me ha pasado pero no me han contestado, también llame por teléfono y me dijo que me entendía pero que tenía que mandar un correo para resolverlo.

Thanks for your reply.

Could you please share any evidence regarding the incident so we may review it?

Share screenshots here or provide the information to my email at tomas@casino.guru

Thanks in advance for your cooperation in the matter.

Hi, I only have the history. As I told you, they called me telling me I could play the bonus however I wanted, and even then, I never bought scatters or played slots worth more than 5 euros, just in case.

This is how my account ended, I had between 5000 and 6000 euros when I released the bonus and where all that money should be for me once I released it.

I'm sending you screenshots of how my account ended up, that's the only thing I can do.

Hola solo tengo el historial. Como te dije me hicieron una llamada diciéndome que podía jugar el bono como quisiera y aún así no compré nunca scatters ni hice tiradas en tragaperras de más de 5 euros por si acaso.

asi acabo mi cuenta, tenía entre 5000 y 6000 euros cuando liberé el bono y donde todo ese dinero debería ser para mi una vez lo liberara.

te mando capturas de cómo acabó mi cuenta es lo único que puedo hacer.

Thanks for your reply and the information provided via email.

• Have you requested from casino support the precise terms and conditions of the bonus? Were these rules shared with you at any point?

I checked the casino's website and unfortunately couldn't find the particular bonus you activated.

Please note that bonuses offered by the casino often carry a maximum win limit.

For example, one of the bonuses the casino offers: (translated)

Maximum conversion:

Once the minimum number of bets conditions have been met, the maximum winnings obtained with these bonuses are limited to 1 time the amount of the bonus obtained, regardless of the amount won by the player.

Looking forward to your reply.

Hi, as I told you before, it was a phone call and he just told me not to buy scatters on the slots and that once the bonus was released, the money would be mine.

It was a very difficult bonus to unlock, but I did everything legally. My deposit was 500 euros precisely because they told me that once unlocked, the money would be mine.

Hola, cómo te he dicho anteriormente fue una llamada telefónica y solo me dijo que no comprara scaters en las tragaperras y que una vez liberado el bono el dinero sería mío.

Era un bono muy difícil de liberar pero lo hice todo legalmente, mi depósito fue de 500 euros precisamente porque me dijeron que una vez liberado sería mío el dinero.

Dear Mariofc2025

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Mariofc2025,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Casino Gran Madrid Online to join this conversation.

Hello,

After reviewing the account I can see the status is Active and therefore the user can currently access.

Also, the user has all the information available regarding the active bonuses in the profile and the progress to release the bonus is also there for your review.

Kind regards

Dear Casino Gran Madrid Online team,

Thank you for your reply. What were the bonus conditions for this particular bonus?

Dear Peter,

Please find our current T&C regarding our casino bonuses here: https://www.casinogranmadridonline.es/ayuda/terminos-y-condiciones/bonos

Is it also important to point out that not all the games contribute the same for the release of the awarded casino bonus as explained on our T&C:

For instance, Slots will contribute a 100% towards the release of the bonus however, if the user has been playing Live Roulette with casino bonus the rollover will be much higher since the contribution towards the release is 15% instead.

Regardless, the user will be contacted via phone again by one of our agents to answer all the questions regarding our casino bonuses and the conditions.

Kind regards

Thank you, Casino Gran Madrid Online team, for your reply. However, I was looking for the specific bonus terms connected to the bonus mentioned above.

Dear Mariofc2025,

Please keep me updated.

Hello, I disagree with everything you're telling me. I was told on the phone that if I deposited 500 euros, I would receive another 500 euros, and that if I managed to withdraw the funds, the balance would be mine.

I played from the beginning with those 1000 euros and when I had approximately 6000 euros I released the bonus legally and suddenly only 300 and something euros appeared in the account.

How can I deposit 500 euros if I can only withdraw 300? It just doesn't make any sense!

I WANT MY ALMOST 6000 EUROS BACK!

Hola, yo no estoy de acuerdo con nada de lo que me están diciendo. A mí me dijeron por teléfono que si depositaba 500 euros tendría otros 500 euros y que si lo llegaba a liberar el saldo sería mío.

Jugué desde el principio con esos 1000 euros y cuando tenía aproximadamente 6000 euros liberé el bono de forma legal y de repente me aparecieron solo 300 y algo euros en la cuenta.

Como voy a depositar 500 euros si solo puedo retirar 300? Esque no tiene ningún sentido!

QUIERO QUE ME DEVUELVAN LOS CASI 6000 euros!

Thank you, Mariofc2025, for getting back to us.

Dear Casino Gran Madrid Online team,

Please provide us with the full specific bonus rules for this particular bonus offered to the player. We assume there must be some bonus conditions for every bonus you offer; otherwise, it wouldn't make much sense to apply a max win cap that doesn't exist, correct?

Dear Peter,

Please find the conditions for this specific bonus, "Saldo Extra Mejorado", that the user has received:

• How the bonus works: The user will receive a 144% bonus up to €500 on their first deposit of €10 or more by selecting "Casino" from Monday to Wednesday, and on their first deposit of €10 or more by selecting "Casino" from Thursday to Sunday.
• Rollover: for this specific bonus, "Saldo Extra Mejorado", its x20 (20 (twenty) times the bonus amount).

• Maximum bonus: 500 € (this is the amount the user has received in bonus balance as stated above).
• Maximum win limit: for this specific bonus, "Saldo Extra Mejorado", the user has received its 347 € (the user has stated 350 € but its 347€).

Therefore, as the user has stated he has been able to release the bonus (Saldo Extra Mejorado) and receive the 347 € as stated on our T&C for this specific bonus here: https://www.casinogranmadridonline.es/promociones/bonos-casino/nuevo-saldo-extra-semanal-2024

Kind regards

Dear Casino Gran Madrid Online team,

We reviewed the bonus conditions and here's what we've found:

"The maximum amounts that can be obtained once the minimum number of bets conditions are met are limited for the Weekly Bonus Balance:

- Bonuses for deposits between €10 and €49.99: €50 (fifty euros)

- Bonuses for deposits between €50 and €99.99: €200 (two hundred euros)

- Bonuses for deposits between €100 and €249.99: €500 (five hundred euros)

- Bonuses for deposits equal to or greater than €250: €1,000 (one thousand euros)

For the Enhanced Bonus Balance from November 27th it will be 1 (one) time the deposit amount up to €500 (five hundred euros) until then it is up to €347 (three hundred forty-seven euros)"

The player stated that they made a deposit of 500€ in October to activate this bonus. Why were the winnings capped at 347€ and not 1000€? Could you please explain the last sentence in the bonus conditions?

Dear Peter,

Thanks for following up.

In regard to your question, there are two different bonuses within this promotion:

• "Saldo Extra Semanal" which you have translated in English as Weekly Bonus Balance.
• "Saldo Extra Mejorado" which is the Enhanced Bonus Balance as you have translated.

The bonus that we are speaking about and that the player has activated is the second one "Saldo Extra Mejorado" where the maximum winnings are capped at 347 € as stated on our T&C's.

The Weekly Bonus Balance (Saldo Extra Semanal) is a bonus that is given from Monday to Wednesday whereas the Enhanced Bonus Balance (Saldo Extra Mejorado) is from Thursday to Sunday and the users are allowed to get both bonuses in during the same week. However, the winnings caps are different for each bonus as explained on our T&C's.

Kind regards

Thank you, Casino Gran Madrid Online team, for the explanation.

Dear Mariofc2025,

Was the max win cap applied to your winnings right after the wagering was finished?

Let me explain what happened again! I deposited 500 euros because they told me over the phone that they would give me another 500 euros if I unlocked the bonus (which was very difficult), and then the money would be mine!

I played from the beginning with those 1000 euros and after many hours of playing, when I had approximately 6000 euros in the account, they disappeared and only about 300 euros were reflected!

How can I deposit 500 euros if I can only withdraw 300 euros??? It doesn't make any sense!!

I want my approximately 6000 euros back, or I'll file a complaint against the casino!

Vuelvo a explicar lo que me ha pasado! Yo deposite 500 euros porque por llamada me dijeron que me darían otros 500 euros, si liberaba el bono (que era muy difícil) el dinero sería mío!

Jugué desde el principio con esos 1000 euros y tras muchas horas de juego y cuando tenía aproximadamente 6000 euros en la cuenta, me desaparecieron y solo se me reflejaban unos 300 euros!

Como voy a depositar 500 euros si solo puedo retirar 300 euros??? Esque no tiene ningún sentido!!

Quiero los cerca de 6000 euros o poner una denuncia contra en casino!

Hi Mariofc2025,

Have you at some point asked what the conditions of the bonus were? Was the max win cap applied directly after the wagering was finished?

They told me that if I released the bonus, all the money without limit would be mine!

I deposited 500 euros, they gave me another 500, and I ended up with almost 6000 euros, which I never lost!

Que a mí me dijeron que si liberaba el bono todo el dinero sin límite sería para mi!

yo deposite 500 euros me dieron otros 500 y me puse en casi 6000 euros los cuales nunca perdí!

Dear Mariofc2025,

Thank you for your message. After reviewing the case, I’m afraid we won’t be able to assist further. The issue arises from the bonus terms and conditions, which define how the bonus must be used and what limitations apply. It's important to review and understand the bonus terms and conditions before accepting and playing with a bonus. In this case, the casino applied the rules as stated in those terms, and we haven't received any evidence suggesting that they were applied incorrectly. Did you at some point ask where to find the bonus T&Cs or you just took the bonus and played?

I neither accepted those conditions nor were they explained to me (they told me something else on the call)

How can I file a complaint against the casino?

Yo ni acepte esas condiciones ni me las explicaron (en la llamada me dijeron otra cosa)

Como puedo poner una denuncia contra el casino?

Hi Mariofc2025,

When you chose to play with the bonus, you practically accepted the bonus terms and conditions, including the associated limitations. It is always recommended to read and understand the terms and conditions before playing with a bonus, as they form part of the agreement between the player and the casino. If you received the offer on the phone, you should have requested a link for the bonus details. In this situation, the casino has applied the terms as stated in the sepcific bonus terms, and we did not find evidence of a misapplication. We understand this may be disappointing, but based on the available information, we cannot take further action in your favor. If you disagree with our decision, you can turn to the DGOJ gaming authority and submit a complaint there. More detailed information can be found here: https://casino.guru/licensing-authorities/spain-license. I wish I could be of more help.

Kind regards,

Peter