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I completed a wagering requirement for a bonus that I received last week. The amount that became available to withdraw was around $475. I have listed the accurate amount above. I submitted the withdraw request and it went into pending. Subsequently I received an email confirming the request three hours later. I received a further email from this website saying they had voided my withdrawal and cancelled the request and absorbed the funds as I had breached the bonus terms and conditions I had mistakenly in the middle of weighing this bonus done one Spain and hadn’t realised that purchasing an in slot bonus was part of the limit. The website gave me a pop-up that said something along the lines of hey don’t lose your funds. Keep your bet to a maximum of $5 so a simple friendly basic warning that is the only transaction where the limit had been breached and it was completely accidental. The casino has sent me an email confirming that this was here only transaction that went above the limit, but they refused to listen to me and they refuse to hear me out or even consider the situation given that this was a single incident not several repeated incident and a warning popped in a friendly way they should have removed my bonus then if it was in breach not a day later when I then went to withdraw the balance. I have contacted the support team they refused to help me any further so at this point, I have no other option but lodge I complete with you in the hopes that you might be able to help. I’m fully aware they have terms and conditions for bonuses but this was a genuine mistake if I’ve made several breaches and ignored the warning, I completely understand they would want to void my bonus however I hadn’t. It was one single incident and they still allowed me to play. They just don’t want to pay out.

Dear HQ0069,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear HQ0069,

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:

There is a maximum bet amount per round using Bonus Funds equal to $/€5

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 dominika.l@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.

Hi Dominica,

I did submit the attachment of the issue and clearly explained that it was accidental the site gave me a warning and I stopped immediately - they should have cancelled my entire bonus instead if that was the case instead of allowing me to continue to play on and then withdraw my money.

It was an accidental bet. If I had continually bet above that amount I’d understand but it wasn’t it was a single accident.

not fair to be penalosed

Dear HQ0069, if you feel like you have been accused mistakenly, request your game history in Excel format from the casino and forward it together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

Dear HQ0069,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.