Pelican Casino - Os ganhos do jogador são confiscados e a conta é encerrada.

I’m a new player with Palecan Casino, signed up 21/08/25. Since then I have made 6x Deposits, including today… each time with a PROMOCODE, Also depositing via my Skrill E-wallet.

Yesterday I opted in on one of the allowed BONUSES, I Completed the Wagering and continued to play. I made my WINNINGS WITHDRAWAL @ $400USD. There was an issue of No Skrill as a Withdrawal option so had to make Withdrawal Via debit Visa Card. After Live Chat regarding my withdrawal method., I left to believe that all was good. He said that After the payments team made their review, I was to expect my winnings within 24hrs…..

THIS WAS THE MESSAGE I RECEIVEd FROM PELICAN CASINO….😡

Hello,

The financial department declined your withdrawal request.

When the player abuse bonuses, Pelican Casino has the right to apply measures to such a player, namely: to remove, cancel all existing bonuses and bonus winnings; immediately block the player's account. Making 6 or more deposits in a row using a promo-code implies the abuse of bonus policy. In order to avoid such abuse, the player should make deposits from time to time without using a promo-code (the deposit shouldered be less than the average amount of previously made

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I could not believe what I was reading…!!!!

It Was The Most Rediculous thing I’d Ever herd…!!!!!!

They didn’t mention anything about the so-called promocode abuse the first 5 times I made deposits.. OR the fact they kept sending Promotion Emails… In fact it states on one of Bonuses "YOU CAN USE THE BONUS EVERY 24Hrs)..

They took all my winnings and BLOCKED me as soon as they sent the above. Denying me my winning that I won fair and square…I even read through their T&C again to make sure that I’d played by the rules.. WHICH I DID…

KEEP AWAY FROM PELICAN CASINO..!!! THEY ARE SCAMMERS!!!!….

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Pelican Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please confirm that you manually entered the promo codes with each deposit and there was no restriction or notification that you were not allowed to do so?  
• Did you finish the wagering requirements for all the bonuses you claimed?  
• Was it your first attempt to withdraw the winnings or have you made any successful withdrawals before?
• Did you pass the 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,

Natalia

Important Notice:

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Dear Beginnersluck,

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,
Natalia
Casino.Guru

We’ve reopened this complaint at the request of Beginnersluck. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player, before we continue, could you kindly reply to the questions from my earlier message?

Hello Natalia

thanku so much for helping me.

Yes I confirm that I manually entered the promo codes with each deposit and there was no restriction or notification that i was not allowed to .

#Yes I finished the wagering for all bonuses claimed and if I did not finish wagering for a bonus claimed I had then made sure I had forfeited /cancelled the bonus.

#This is and was my very first withdrawal attempt at Pelican Casino . 

#Yes I am and was fully verified at Pelican Casino 

Issue has certainly NOT been resolved Natalie .

I still can’t believe the poor excuse they came up with to not pay me out . They had no problems taken my money and flooding my emails with deposit bonus promotions . Also depositing in US DOLLARS : My deposited money never lasted long even with the bonus as you are only allowed to play certain slots . I just got lucky in my 5th or 6th deposit ABD managed to complete wager and also got lucky and had a win . Prior to this I literally got eaten . Never once did they say or mention this CD being bonus abuse . I am a member of Manu online casino and I do understand that you should always make a deposit after receiving a free bonus as multiple free bonuses in a row is bonus abuse . THIS IS CERTAINLY NOT THE CASE AT ALL : No free bonuses : I just made US DEPOSIT WITH BONUS OFFERED TO ME BY PELICAN CASINO : I would still be depositing with bonuses at there casino if I hadn’t won and they would continue to take my money until such time that I had a win only then would they pull such a pathetic fraudulent scamming thieving excuse out . I’m actually disgusted in this Pelican Casino I think they need to be black listed and have any licence they have acquired to be suspended/terminated . They are a fraudulent site stealing money from there customers . The money tgeu kept is not there’s it is my money that I took the chance to gamble and I won my money fair and square following the normal legal legit rules and regulations . And yet they kept 400 US. My $800 NZ DOLLARS : I’m so gutted : thanku so much casino guru for listening and understanding and caring n helping me . Very much appreciated Thankyou so much Natalie and casino guru you are the best. Kind regards. Jay Warman

ISSUE HAS NOT BEEN RESOLVED

FAR FROM IT

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Yes I will find and do that now Natalia

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Beginnersluck,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Pelican Casino to join the conversation.

Dear Pelican Casino,

We understand that players are expected to familiarize themselves with and follow the terms and conditions of each bonus they claim. However, as the industry increasingly moves toward creating a safer and more user-friendly environment, many operators now employ software-level restrictions to prevent unintentional violations.

In this case, I would like to understand how the player was made aware—beyond reading the rules—that claiming six or more consecutive deposit bonuses could result in the confiscation of their winnings, particularly since these bonuses were actively promoted to them by your casino.

Why did your system allow the player to continue claiming deposit bonuses without requiring a clear real-money deposit in between? Why was there no safeguard, such as a pop-up notification, informing the player that they had already claimed five bonuses and that further claims without real-money deposits could be considered bonus abuse?

Most, if not already all, leading casinos have long implemented such protective measures, which have proven beneficial to both players and operators.

While strictly technically speaking, the player might have violated the rule, we do not consider this rule to be fair in practice. Our position is that as long as a bonus is freely available in a player’s account or actively promoted to them, and the player:

• complies with standard industry rules (e.g., maximum bet limits),
• maintains only one verified account in their name,
• passes KYC verification, and
• achieves winnings fairly without any unfair advantage,

then confiscating their winnings just because of this cannot reasonably be considered by us as fair, especially since they also risked their real money (this was not a no-deposit bonus situation).

With this in mind, we kindly ask you to reconsider your initial decision.

Should there be any other factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Michal absolutely bang on exact. You have completely understood what has happened here and have floutlined how unfair and mistreated and unreasonable Pelican casino has treated me by formally explaining my case to Pelican Casino in a professional manner that hopefully they will listen and understand and are open to resolving the way they have handle this matter as it is clearly obvious how unfair and unreasonable they are being .Thankyou for understanding and taking the time and consideration to help me Natalia , Michal, casino guru . I really appreciate everything you are doing for me and regardless of the outcome I have so much respect n appreciation and faith in you . Thanku

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 Beginnersluck,

I have made several attempts to reach out to the casino, but I have received no response whatsoever. I’m afraid there is not much that can be achieved without cooperation from their side.

As I indicated in my previous response, While it is true that, from a strictly technical standpoint, the rule we deem unfair was indeed violated, our position remains that if a bonus is readily accessible in a player’s account or is actively advertised to them, and the player:

-adheres to standard industry regulations (for instance, maximum bet limits),

-holds only one verified account under their name,

-successfully undergoes KYC verification, and

-attains winnings legitimately without any unfair advantage,

Then the forfeiture of their winnings based solely on this premise cannot, in our opinion, be regarded as just.

The rule that was used against you in this situation is nowhere to be found in top casinos.

Conversely, this rule seems to exist primarily as a means to avoid paying the players their winnings if they remain unaware of it or forget about it.

Applying such a rule does not align with the standards of fairness and transparency that players and we as well rightfully expect from a gaming establishment, especially when the casino did not have problems accepting the deposits from the same bank account previously on multiple occasions.

Our company policy states that a complaint cannot be rejected when a rule that we deem unfair was used against a player. Therefore, we will have to classify this complaint as Unresolved – Against fair gambling. If the casino team decides to reconsider their stance, they are certainly free to do so, and you will be informed via email.

I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

I can only recommend that you take a moment and read a review of each casino before you start playing in the future, and only play in reputable casinos with a high safety index rating, where encountering "controversial" rules is minimal.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru