The player from Austria had deposited €70 and won €2300, but the casino canceled the payout, claiming it was linked to a no-deposit bonus and citing a maximum withdrawable amount of €350. He argued that small bonuses had been applied during gameplay without his consent, resulting in the cancellation of his winnings. The Complaints Team had extended the inquiry period for further clarification; however, due to the player's lack of response to requests for additional information, the complaint was rejected.
Casino Orca - Player's winnings have been confiscated.
Amount: €2,300
Casino Orca
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Hello everyone, I would like to warn you about fraudulent activities. I deposited €70, received a €70 first deposit bonus, and won €2300. I then asked via live chat if I could withdraw the money, and the answer was YES, of course. After that, I made the withdrawal and verified my account. They canceled my money transfer, claiming that I received it with a NO DEPOSIT BONUS, hence the maximum withdrawable amount is €350. But I deposited €70, which was a lie! I later discovered that during the game, they credited small bonuses (€4, €3). Of course, you don't notice this with such a large amount, but the way they do it is criminal! Normally, we should activate this ourselves and not have it thrown in during the game... This is how they canceled my €2300!!! Naturally, there might not be anything that can be done about this now? PLEASE stay away and report these fraudsters. Thank you.
Automatic translation:
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2 months ago
Dear Tutankamun1,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a screenshot of your bonus history? How many bonuses have you activated in your account so far?
Have you contacted customer support to explain to you which no-deposit bonus you took exactly? Please forward me all the communication between you and the casino customer support regarding the forfeiture of your winnings at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
They say in the chat that you can withdraw winnings from first deposit bonuses up to 5 times your deposit! But they wrote something different in the email, namely that I got bonuses without making a deposit, which is why the maximum deposit is 5x! They say something different every time, which indicates fraud... I read the bonus terms and conditions myself and there is nothing about 5 times the deposit = withdrawal, believe me, I'm not stupid, I have a lot of experience with online casinos, I sent them the proof by email... I know that 2300 euros won't work... I'm just concerned about protecting other players.
Automatic translation:
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2 months ago
Thank you for your email. I have checked the Bonus Terms and Conditions, and this is what I found:
10.1.3 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback or money reward) have a maximum withdrawal limit of 50 EUR, 50 CHF, 50 AUD, 50 CAD, 500 NOK, 200 BRL or 200 PLN. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirement (clause 10.2,10.3) have limits on withdrawal of 5 times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.
I would like to emphasize, that according to our Fair Gambling Codex, we consider the imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
