Golisimo Casino - O jogador ainda não recebeu os seus prémios.

The casino ate 900 euros from me, I got a 50% deposit bonus which had no limit on winnings upon completing the turnover and while I had won and wagered approximately 1100 euros they left me with 175, I have proof from the conversation with representatives that the bonus has no limit on winnings and I will raise them, please help me.

Το καζίνο μου έφαγε 900 ευρώ, πήρα ένα μπόνους κατάθεσης 50% το οποίο δεν είχε όριο στα κέρδη με την εκπλήρωση του τζίρου και αυτοί ενώ είχα κερδίσει και τζιραρει 1100 ευρώ περίπου με άφησαν με 175, έχω αποδείξεις από την συνομιλία με εκπροσώπους ότι το μπόνους δεν έχει όριο στα κέρδη και θα τα ανεβάσω, παρακαλώ για την βοήθεια σας.

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.

Dear Dragon7619,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Dragon7619,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I haven't received anything, the casino claims that the bonus had a withdrawal limit, while the live chat clearly says that there is no limit on winnings. In short, they stole €900 from me, please help.

Όχι,δεν έχω λάβει τίποτα,το καζίνο ισχυρίζεται ότι το μπόνους είχε όριο ανάληψης, ενώ το λέει ξεκάθαρα η ζωντανή συνομιλία ότι δεν έχει περιορισμό στα κέρδη με λίγα λόγια μου έφαγαν 900€, παρακαλώ για την βοήθεια σας.

Dear Dragon7619, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

I have made a withdrawal in the past, my winnings were with a deposit bonus which I fulfilled the wagering requirements, I have sent you photos above, please help.

Έχω κάνει ανάληψη στο παρελθόν,τα κέρδη μου ήταν με μπόνους κατάθεσης το οποίο εκπληρωσα τους όρους στοιχηματισμου,σας έχω στείλει πιο πάνω φωτογραφίες, παρακαλώ για την βοήθεια σας.

Out of 1100 euros they gave me 175 while the bonus has no limit on profits, I want to explain this to you, the representative also says it in the chat, in the photo I have sent you above, they clearly fooled me so they wouldn't pay me

Από 1100 ευρώ μου έδωσαν 175 ενώ το μπόνους δεν έχει όριο στα κέρδη, αυτό θέλω να σας εξηγήσω,το λέει και εκπρόσωπος στην συνομιλία,στη φωτογραφία που σας έχω στείλει παραπάνω, καθαρά με κορόιδεψαν για να μη με πληρώσουν

Dear Dragon7619,

Thank you for your reply and for the information provided so far.

To better understand your situation, could you please send me the exact link to the bonus you were playing with, or alternatively, screenshots of the bonus terms and conditions as they appeared in your account?

This will help us verify whether there was any maximum withdrawal or winnings limit applied to this specific promotion.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

Dear Dragon7619,

Thank you for the information and the screenshots you have provided.

After reviewing the conversation with the support agent, I would like to clarify one important point. In the chat, the support appears to state No restrictions on winnings but immedietaly follows with 500 EUR limit. Its not a confirmation of unlimited cashout in this case and its vague frasing from Support.

To proceed further and verify everything correctly, I kindly need a bit more clarification from your side.

Could you please confirm which exact bonus you were playing with? Based on the information available, it seems it might have been the second deposit bonus (50%) from the welcome package, but I would like to be sure.

If possible, please confirm:

• whether it was part of the welcome package (1st / 2nd / 3rd deposit bonus),
• or if it was a different promotion.
• Also i need to clarify if in the end of the wagering what status was showing your bonus balance and real balance , as the support mentions that only the funds in real money balance will be withdrawable.

This is very important, as I need to review the exact bonus terms and conditions that applied to your case at the time.

Thank you very much in advance for your cooperation. I look forward to your reply so we can continue with the investigation.

Karla

Yes, it was the second deposit welcome bonus of 50%, specifically deposit 35 euros and I got a bonus of 17.5 euros

Ναι ήταν το μπόνους καλωσορίσματος δεύτερης κατάθεση ς 50%, συγκεκριμένα κατάθεση 35 ευρώ και πήρα μπόνους 17,5 ευρώ

The total amount I had always said that it was a bonus and not real money, when the wagering requirements were completed they left me with 175 euros and they took away about 900 of the total, let me explain this to you, while the bonus I got had no limit on winnings, the entire amount had to be converted into regular money, I have played in dozens of similar casinos and bonuses are always converted into regular money after completion.

Πάντα το συνολικό ποσό που είχα έλεγε ότι ήταν μπόνους και όχι πραγματικά χρήματα, όταν ολοκληρώθηκε οι απαιτήσεις στοιχηματισμου μου άφησαν μέσα 175 ευρώ και μου έφαγαν τα 900 περίπου από το σύνολο, αυτό σας εξηγώ, ενώ το μπόνους που πήρα δεν είχε περιορισμό στα κέρδη, έπρεπε όλο το ποσό να μετατραπεί σε κανονικά χρήματα, έχω παίξει σε δεκάδες παρόμοια καζίνο και πάντα τα μπόνους μετά την ολοκλήρωση μετατρέπονται σε κανονικά χρήματα.

In the chat it says exactly, you can withdraw the entire amount of winnings that will result from the bonus... the other limit of €500 is for withdrawals, dear Karla.

Στη συνομιλία γράφει ακριβώς, μπορείτε να κάνετε ανάληψη όλο το ποσό των κερδών που θα προκύψει από το μπόνους... άλλο το όριο των 500€, είναι για τις αναλήψεις αγαπητή Κάρλα.

Dear Dragon7619,

Thank you for your patience and for providing all the information.

After carefully reviewing the bonus terms you shared, as well as your explanation, I understand why this situation feels unfair from your perspective. However, I would like to clarify how these bonus rules are typically applied in your case.

While it is stated that real money is used first during gameplay, this does not necessarily mean that all winnings are automatically treated as fully withdrawable real money. When playing with an active bonus, winnings are often considered as bonus-related funds until they are fully converted into real balance according to the casino’s system and bonus rules.

In your case, it appears that although you completed the wagering requirement, the majority of your balance remained categorized as bonus balance, and only €175 was converted into real (withdrawable) funds. According to the terms, only the real balance becomes eligible for withdrawal, while the remaining bonus-related funds can be removed.

Regarding the live chat, while the support agent mentioned that there is no limit on winnings, this statement was unfortunately vague and followed by a reference to a €500 withdrawal limit. It does not clearly confirm that all winnings would be fully withdrawable without conditions.

I fully understand that this is confusing and not clearly explained, especially as many casinos handle bonus conversions differently. However, based on the terms you provided and how the bonus system works in this case, we cannot conclude that the casino acted against its rules.

Please let me know if you have any additional information you would like us to review.

Karla

Dear Carla, the conversation with the representative took place before I received the deposit bonus. If he had told me that I could not withdraw the entire amount I would have won, of course, and I would not have deposited any money. You should be with the player who was cheated and not with the casino. I have nothing else to say and once again the casino is getting away with it. Shame on them for making fun of people.

Αγαπητή Κάρλα η συζήτηση με τον εκπρόσωπο έγινε πριν πάρω το μπόνους κατάθεσης,αν μου έλεγε ότι δεν μπορώ να κάνω ανάληψη όλο το ποσό που θα κερδιζα φυσικά και δεν θα έβαζα χρήματα, εσείς θα έπρεπε να είστε με τον παίκτη που εξαπατηθηκε και όχι με το καζίνο,δεν έχω να πω κάτι άλλο και για άλλη μια φορά το καζίνο την βγάζει καθαρή από εσάς, ντροπή να κοροϊδεύουν τον κόσμο.

Dear Dragon7619,

Thank you for your patience and for sharing your perspective.

I fully understand why this situation feels unfair, especially if the information provided by support before accepting the bonus was not clear enough. I also understand that based on that communication, you expected your winnings to be fully withdrawable.

Please allow me to clarify our position.

We are not taking the casino’s side in this matter. Our role is to independently review the case and assess whether the casino acted in accordance with its own Terms and Conditions. Unfortunately, we are not able to modify, rewrite, or override a casino’s Terms and Conditions, even if we personally agree that the communication could have been clearer or more transparent.

In your case, based on the bonus rules and how the system works, the casino considers the majority of your winnings as bonus-related funds, and only the portion converted into real balance (€175) as withdrawable. While the support agent’s wording was indeed vague and potentially misleading, it does not provide sufficient grounds for us to conclude that the casino violated its Terms and Conditions.

For this reason, we are unable to pursue this complaint further.

I understand this is not the outcome you were hoping for, and I’m truly sorry we could not bring you a more favorable resolution. For future situations, I would strongly recommend confirming all bonus conditions in detail, especially how winnings are converted, before accepting any promotion.

Thank you for your understanding.

Karla

Dear Dragon7619,

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.

I would like you to contact a casino representative to give us their own explanation as to why they misled me in the live chat.

Θα ήθελα να επικοινωνήσετε με εκπρόσωπο του καζίνο να μας δώσει την δική του εξήγηση η γιατί με παραπλάνησε στη ζωντανή συνομιλία .

Dear Dragon7619,

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, Samko, samuel.s@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,

Karla Mayfly

Dear Dragon7619,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Golisimo Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Golisimo Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal, as well as the justification for the partial or full confiscation of the player’s winnings.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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 everyone,

as we have not yet received a response from the casino, I will extend the timeframe by an additional 7 days.

Dear Golisimo Casino, please provide the requested information so we can properly assess this case.

If no response is received within this extended period, the complaint will be closed as unresolved, which may negatively impact your rating.

Dear All,

Thank you for reaching out to us and for granting the extension of time.

We kindly inform you that we are currently investigating the player's claim and will provide an update as soon as possible.

Thank you for your patience and understanding.

Best Regards,

Golisimo Casino Team

Hello everyone,

thank you for the update.

Dear Golisimo Casino,

thank you for letting us know that the case is still under investigation. Since this complaint has already been open for some time, I would kindly ask if it would be possible to give it a higher priority so we can move it forward and reach a conclusion sooner.

Dear Dragon7619,

thank you for your patience. For now, we will wait for the casino’s investigation to be completed and for their next update.

I will keep monitoring the case and update you as soon as there is any progress.

Thank you both for your cooperation.

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.

Dear Samuel,

We would like to inform you that we contacted you via email on 14 May 2026. We apologise for not providing an update to inform you about the email we sent you.

We have provided evidence relating to the bonus offer and maximum release, and the attached files on the email will make this clearer.

The bonus in question was activated when the player made their second deposit on our platform, in accordance with the terms and conditions of our welcome casino offer, which can be viewed at: https://golisimo.com/en/promotions/casino/welcome-package

According to point 4 of the aforementioned terms and conditions, the second deposit made by the player activates a bonus balance equivalent to 50% of the deposit: 

4 - The second deposit can activate a 50% deposit bonus up to the maximum amount of 500 EUR / 2 250 PLN / 5 000 NOK / 750 AUD / 750 CAD / CHF 550 / 12 500 CZK / 200.000 HUF / 1,000 NZD / 500 USD.

According to point 18:

18 - The maximum amount which can be released from the bonus will be equal to 10x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN / 100 NOK / 15 AUD / 15 CAD / CHF 11 / 250 CZK / 4000 HUF / 20 NZD / 10 USD bonus will be 100 EUR / 450 PLN / 1 000 NOK / 150 AUD / 150 CAD / CHF 110 / 2 500 CZK / 40.000 HUF / 200 NZD / 100 USD.

We hope this information clarifies the matter.

Best Regards,

Golisimo Casino Team

Hello everyone,

thank you for the update and for the clarification provided via email, Golisimo Casino.

Dear Dragon7619,

based on the information and evidence provided by the casino, it appears that your winnings were limited due to the maximum cashout rule connected to the welcome bonus used on your second deposit.

As I currently understand it, your second deposit was €35, which activated a 50% bonus of €17.50. According to the casino’s bonus terms, the maximum amount that can be converted or released from such a bonus is capped at 10x the bonus amount, which in this case would equal €175.

Before I proceed further with the assessment, I would like to ask whether this explanation from the casino’s side is now clearer to you. Additionally, do you believe the bonus terms were applied incorrectly in your case, or do you have any arguments, screenshots, or other evidence suggesting that the maximum cashout limitation should not have applied to your winnings?

Any additional clarification from your side may help me review the matter more accurately before reaching a conclusion.

If I knew, dear, that there was a limit, I wouldn't have played. I asked in the chat and the girl told me, as you can see in the screenshot, that there is no limit on winnings. Who is right and wrong here?

Αν ήξερα αγαπητέ ότι έχει όριο δεν θα έπαιζα, εγώ ρώτησα στο τσατ και μου είπε η κοπέλα όπως βλέπετε στο screenshot ότι δεν έχει περιορισμό στα κέρδη, ποιός έχει δίκιο και σωστό εδώ?

Hello everyone,

thank you for the additional clarification.

Dear Dragon7619,

I understand your position here. If you specifically asked the live support whether there was any winnings limit connected to the bonus and were told that no such limit existed, it is understandable that you relied on that information when deciding to continue playing.

Based on the information currently available to me, I have to say that your position appears understandable, especially if this communication with the support took place before the winnings were confiscated.

Dear Golisimo Casino,

this is now the part of the case that concerns me the most. While I acknowledge that the written bonus terms contain a maximum cashout rule, the screenshot provided by Dragon7619 appears to show that your live support informed him that there was no winnings limit attached to the bonus.

At the moment, I cannot independently verify exactly when this conversation took place, since the screenshot only shows the time and not the full date. However, if the player contacted support before continuing gameplay and received incorrect information regarding the bonus limitation, then I would consider this a serious issue from the customer support side.

Players should reasonably be able to rely on information provided directly by official live chat agents, especially when specifically asking about bonus restrictions.

I would therefore like to ask the casino to review the live chat conversation internally and clarify:

• whether this conversation can be verified from your side,
• when exactly it took place,
• and whether the support agent incorrectly informed the player that no winnings limit applied to the bonus.

Depending on this clarification, my assessment of the case may change significantly.

Dear Samuel,

We are currently reviewing the player's chat history. We will provide a timeline of the information the player received from our support regarding the bonus and specifically the conversation provided on the screenshots as soon as possible.

Thank you for your patience and cooperation.

Best Regards,

Golisimo Casino Team

Hello everyone,

thank you for the updates.

Dear Golisimo Casino,

thank you for confirming that you are reviewing the player's chat history. However, it has now been almost a week since your last update, and I am still waiting for the requested clarification and supporting information.

As I mentioned previously, the conversation between the player and your live support is a very important part of this case, as it may have influenced the player's decision to continue playing under the assumption that no maximum winnings limit applied.

I would therefore kindly ask you to provide the requested timeline and the relevant details regarding the support conversation as soon as possible, so that I can continue assessing the complaint.

Thank you for your cooperation.

Dear Samuel,

Thank you for your patience. We have contacted you privately to provide a chronological timeline of our conversations with the player.

This includes the specific Live Chat screenshot they shared. While we acknowledge that our agent's response in that specific chat was confusing, the player had already been correctly informed twice prior to that conversation that the maximum release was 10x the initial bonus amount.

We hope this clarifies our position regarding the matter.

Best Regards,

Golisimo Casino Team

Hello everyone,

thank you for the updates.

Dear Golisimo Casino,

thank you for reviewing the chat history and for providing the additional information and timeline privately. I appreciate your cooperation.

Dear Dragon7619,

I have now reviewed the latest materials provided by the casino. Based on the evidence currently available, it appears that you had already been informed about the 10x maximum cashout limit attached to the bonus before the later live chat conversation shown in your screenshot took place.

Before I proceed any further with my assessment, I would like to give you one final opportunity to comment on this. If you believe there is any additional information, evidence, or context that I should take into account, please feel free to share it with me.

I will wait for your response before reaching a final conclusion.

Dear Dragon7619,

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,
Samuel
Casino.Guru