Casino Orca - Player’s winnings have been confiscated.

I played at CasinoOrca using their bonus but managed to increase my balance to around $300 before even touching the bonus funds. Since I hadn’t used the bonus yet, I decided to cancel it and proceeded with my withdrawal.

Later, the casino returned my winnings to my balance and informed me that I needed to wager my deposit five times before being eligible to withdraw. I complied with this requirement by playing French roulette and successfully completed the necessary wagering.

However, the casino has now confiscated my winnings, claiming that I played a prohibited game—French roulette—which is restricted when playing with a bonus. But the bonus had already been canceled long before I started playing the French roulette. One more point : the restricted games are not available for playing while the bonus is active on the account. The French roulette which I played after cancelling the bonus was perfectly available for play. It is completely unacceptable for the casino to apply bonus restrictions to non-bonus play.

This feels like an unfair and misleading practice. I would appreciate any assistance in addressing this issue.

Dear A8flashK3,

Thank you for submitting your complaint. I’m sorry to hear about your issue. To better understand your situation, I’d like to ask a few questions:

• Could you please advise which bonus you activated?
• Can you specify the exact time you activated and canceled the bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we can assist you in resolving this matter as soon as possible. I appreciate your response in advance.

Best regards,

Kristina

It was First deposit match offer.

As I remember I played around 19.02… and I canceled the bonus on 20.02 or 21.02… I do not remember exact dates and time.

Thank you very much for your reply, A8flashK3. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded you my recent correspondence.

Thank you very much, A8flashK3, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, A8flashK3,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Orca team,

Could you please review and explain the player's situation in more detail and put things into perspective?

What exactly does the "bonus active" period mean, and why do bonus rules apply to real money balance and play?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.