Asino Casino - Player's winnings have been confiscated.

I registered and played at Asino Casino with an active bonus. I was fully aware of the bonus terms and made sure not to exceed the maximum allowed bet of €5 during the wagering period. I successfully completed the full wagering requirement of €14,000 and started betting higher amounts only after the bonus was completed.

Despite this, the casino accused me of breaching the bonus terms due to one single accidental spin of €10 (Game ID: 71841339 – Money Jar 2), which occurred after the bonus was already fulfilled. As a result, they confiscated all my winnings and left only the original deposit on my balance.

To make things worse:

My game history was removed from my account, so I couldn’t verify the situation myself.

The casino only provided the gameplay data later as an external file via email, which raises serious concerns about data manipulation or transparency.

After completing the bonus, I won around €1,000, which I later lost again by continuing to play – not knowing that my previous balance would be forfeited.

I believe the casino’s actions are unfair, disproportionate, and possibly in violation of fair gaming practices. I kindly ask for help in recovering my rightful winnings or at least a fair and independent review of the situation.

Thank you in advance for your support.

Hello Taii,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Asino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly did you finish the wagering requirement?
• When was the last time you spoke to the casino and what was it about?
• Can you request the betting history from the casino to forward it to you?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Taii,

We appreciate your feedback and have thoroughly investigated the situation. We'd like to provide a comprehensive explanation to clear up any misunderstandings.

First of all, we would like to emphasize that our casino is fully licensed and operates strictly in accordance with the established Terms & Conditions, which you agreed to upon registration. These rules are in place to ensure fair and secure gameplay for all users.

According to our system data, on 2025-03-19 at 11:30:22 UTC, you received the bonus WP - First Deposit - DE - 100%. On the same day, at 14:44:36 UTC, while the bonus was still active, you placed a €10 bet in the game Money Jar 2, thereby exceeding the maximum allowed bet with an active bonus. Please note that the wagering for this bonus was completed only on 2025-03-20 at 03:28:53 UTC.

As a result, your winnings were confiscated in accordance with Section 1.5 of our BONUS TERMS & CONDITIONS:

"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, ASINO reserves the right to confiscate the winnings."

If you have any further questions, we’ll be happy to assist you.

Best regards,

Asino Casino

Dear Taii,

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.

Hello Nick,

Thank you for your response and for taking the time to look into my case.

Here are the answers to your questions:

Yes, my account is verified. I completed the verification process around March 26th, 2025.

I fulfilled the wagering requirement on March 20th, 2025.

The last time I spoke with the casino was via email, and they simply stated that their decision to confiscate my winnings was final and referred me to their bonus terms. They did not offer any explanation or resolution.

Yes, I have already requested my betting history from the casino. They provided it via an external file attached to an email, but my game history was removed from my casino account, which raises concerns about the integrity and transparency of the data.

Please let me know if you need any additional details or documents. I appreciate your support and look forward to the next steps.

Best regards,

Tai Anh

Dear Taii,

Thank you for getting back to us and for providing additional information.

We would like to reiterate that your winnings were confiscated due to a violation of Section 1.5 of our BONUS TERMS & CONDITIONS, as outlined in our previous response along with the specific details of the breach.

Please note that bet history has never been publicly available in the personal account interface at Asino Casino. However, it is always accessible upon request through our technical support team, as was done in your case.

As for game history, it remains viewable in your account. That said, we kindly draw your attention to the fact that players have the ability to manually delete their game history from the account interface.

Please also note that game history is recorded and stored in our internal system, and the information provided to you by our support specialists was retrieved from the appropriate department and is accurate.

Should you require any further clarification, feel free to let us know - we’re here to assist.

Best regards,

Asino Casino

Dear Asiono Casino,

Despite the breach of the specific bonus rules, we believe that you should reconsider your decision especially if the player's final balance would not depend on the outcome of that single bet.

I will be now forwarding the complaint to my colleague Branislav (branislav.b@casino.guru) who will be further resolving the matter.

Best regards,

Nick