Pelican Casino - Jogador se sente enganado após problema com saque.

1. Hello, I was playing at Pelikan Casino today. I bought a bonus for 80 PLN and recorded it. I had over 5,000 there, but I was stuck. I wanted to withdraw it. I completed the withdrawal verification process, where I have all the documents and photos confirming it, because I'll send them later. I tried to withdraw it to my Skrill wallet, and now I see that I received an email saying that they'd refund my money. I logged into Pelikan and saw that the 80 PLN I bought the bonus was refunded and I'll be without the bonus, nothing, just the 80 PLN. The withdrawal was made, that I did something wrong, I overpaid, or something like that, I don't know. I have photos of it. I want them to find a solution. This is for this problem, because I feel cheated by this Pelikan. Thank you very much in advance, and I'm asking for a resolution. I'm also sending photos.

1. Witam grałem grając dzisiaj w kasynie pelikan kupiłem bonus za 80 zł i ogólnie nagrałem tam miałem ponad 5000 ale spadłem na chciałem sobie to wypłacić zrobiłem weryfikację do wypłaty gdzie mam wszystkie dokumenty potwierdzające zdjęcia bo to później podeślę i wpłacić wypad z próbowałem wypłacić to na mój portfel Skrill no i ogólnie teraz patrzę że dostałem maila że i cofnij mi te w ogóle pieniądze mi cofnęli i weszłem na zalogowałem się na pelikana i tam patrzę że w te 80 zł które miałem kupiłem bonus wrócili mi z powrotem i będziesz już bez bonusa bez niczego tylko te 80 zł no i wypłata została że coś źle zrobiłem jakieś tam przekroczyłem czy cokolwiek takiego nie wiem mam na to tam zdjęcia porobione chcę żeby bardzo mogli rozwiązanie to jest od tego problemu bo ponieważ czuję się oszukany przez ten przez pelikana z góry bardzo dziękuję i bardzo proszę o rozstrzygnięcie i dosyłam do tego dosyłam jeszcze zdjęcia

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Dear Dawid830716,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Pelican Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Was this your very first bonus at this casino, please?
• Could you kindly confirm whether you have received notification of successful completion of your KYC verification?

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.

Best regards,

Katarina

Hello, I would like to answer: - I have been a CASINO PELICAN player since May 2025.

- this wasn't my first bonus in this CASINO

- I was positively verified by the casino, I had small payouts from the casino and it was ok, just not that big in the amount of PLN 2,000.

I would like to add that I also asked in the chat to show me this bonus and to say that they were right, they did such things that they removed this bonus from my field of view and generally blocked me in the chat.

I am attaching photos

Witam serdecznie odpowiadam: -graczem CASINO PELICAN jestem od 05.2025 rok.

- to nie był mój pierwszy bonus w tym CASINO

- zostałem pozytywnie zweryfikowany przez kasyno miałem już nie wielkie wypłaty z kasyna i było ok tylko nie takie duże w kwocie 2000złotych.

Chcę dodać jeszcze że jeszcze poprosiłem na czacie o pokazanie mi tego bonusu i stwierdzenie tego że oni mają rację zrobili takie rzeczy że skasowali ten bonus z pola widzenia i ogólnie zablokowali mnie na czacie.

Dołączam zdjęcia

Dear Dawid830716,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please include the screenshots from your previous response, they arrived blurry and unreadable.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Dawid830716,

Thank you very much for your message and email. I have read thoroughly the evidence you so kindly provided and I checked the Bonus T&Cs and I found this:

The maximum bet available when wagering a bonus is 5 USD / 5 EUR / 20 PLN, in case of violation of this rule, the bonus and all winnings will be canceled. Buying a bonus and freespins in the slot also counts as a bet. If your bet exceeds this amount, the bonus and winnings will be canceled.

Our position is closely explained in Fair Gambling Codex: 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. I understand this news may not be what you were hoping for. However, given the terms and conditions agreed upon at the time of the bonus distribution, I regret to inform you that I am unable to take further action. I apologize that I could not provide a more favorable resolution. This case will now be closed.

Best regards,

Katarina