Casino Orca - Os ganhos do jogador foram confiscados.

I played at CasinoOrca using their bonus but managed to increase my balance to around $300 before even touching the bonus funds. Since I hadn’t used the bonus yet, I decided to cancel it and proceeded with my withdrawal.

Later, the casino returned my winnings to my balance and informed me that I needed to wager my deposit five times before being eligible to withdraw. I complied with this requirement by playing French roulette and successfully completed the necessary wagering.

However, the casino has now confiscated my winnings, claiming that I played a prohibited game—French roulette—which is restricted when playing with a bonus. But the bonus had already been canceled long before I started playing the French roulette. One more point : the restricted games are not available for playing while the bonus is active on the account. The French roulette which I played after cancelling the bonus was perfectly available for play. It is completely unacceptable for the casino to apply bonus restrictions to non-bonus play.

This feels like an unfair and misleading practice. I would appreciate any assistance in addressing this issue.

Dear A8flashK3,

Thank you for submitting your complaint. I’m sorry to hear about your issue. To better understand your situation, I’d like to ask a few questions:

• Could you please advise which bonus you activated?
• Can you specify the exact time you activated and canceled the bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we can assist you in resolving this matter as soon as possible. I appreciate your response in advance.

Best regards,

Kristina

It was First deposit match offer.

As I remember I played around 19.02… and I canceled the bonus on 20.02 or 21.02… I do not remember exact dates and time.

Thank you very much for your reply, A8flashK3. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded you my recent correspondence.

Thank you very much, A8flashK3, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, A8flashK3,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Orca team,

Could you please review and explain the player's situation in more detail and put things into perspective?

What exactly does the "bonus active" period mean, and why do bonus rules apply to real money balance and play?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Hello,

I see no updates yet...

Hi Branislav,

Following clauses apply to players account. Precisely, player had active balance with winnings generated with help of bonus which means bonus was also active.

10.1.7 Players are not allowed to collect and/or combine bonuses. Any Bonus (bonus that comes with deposit requirement) is "sticky" and is considered as active until withdrawal request has been processed or when winnings generated with the help of bonus are part of players balance or when players balance reach zero out threshold which is set to 1 EUR or equivalent in other currency.

10.1.8 With any active Bonus following games are strictly forbidden to play; Jackpot games, Table Games, Video Poker, Virtual Games(Sports and Races), Live Casino or placing bets on any Sportsbook event.

Regards,

Casino Orca Team

Greetings all,

Are you please able to provide me with the communication between you and the casino regarding the bonus cancellation and all the relevant information you referred to above, A8flashK3? I mean mainly the information about the 5x deposit wagering and the confirmation that your bonus was cancelled?

Feel free to provide it to my email (branislav.b@casino.guru).

Thank you.

Thank you for your response and explanation, Casino Orca Team.

Do I understand correctly that the casino allows players to play restricted games with an active bonus despite it being prohibited?

The casino customer support informed the player also about violation of rule 10.1.6 - referring to several prohibited things, from maximum bet amount to 'delayed rounds'... So, what did he commit besides the play of a restricted game with an active bonus?

Can you confirm the user's claims that restricted games are not accessible with an active bonus? If so, and the player was allowed to play such games, how could he have found out about the restrictions or that bonus rules still applied to his winnings/balance?

Although the user did not support it with sufficient evidence, why did the casino recommend he wager his deposit 5 more times after all, and after cancelling his bonus? How did the casino inform him about the situation and circumstances? Can you please provide me with the relevant part of the communication between the casino and the user regarding this?

Can you also forward the user's game logs to my email (branislav.b@casino.guru)?

Thank you.

Hi Branislav,

We have sent you email with relevant proof where player was informed Bonus was still active after cancelling his withdrawal.

Casino Orca Team

Hi there,

Deposit amount was returned to player accordingly at the very same time when email explanation was sent.

Casino Orca Team

Dear A8flashK3,

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,

Branislav

Casino.Guru