Casino Universe - The player's winnings were capped.

I joined them because i got an email for 20 free spins. Guessing I'm on a affiliate site and that's how they got my email. So i joined, on the 20 spins i won 1.75$. which would have a wagering of around 70$. I played for hours after winning a 60$ pot from my 1.75. so wagering should have been done awhile ago by time i cashed out 250$. They reduced it anyway. Which i would have let slide. On free spins i made 100$. The next day i look and redo verification 8nstead of attempting cash out i play with the 100$ I'd won the day before. I go up and down for hours but pull a lucky 600$ pot. So i cash out 500 and continue playing with the 100$ until i lose it,No big deal . The next day i look to see where my withdrawal 8s at and find out the took all my winnings and cancelled my withdrawal again my whole account is at 100$. I ask them about it and they say that it was still winning from my free spins so they only allow 100$. Which is to say if you take any bonus money they can reduce all your winnings. This isn't my first rip off by casinos I'd actually say about 20%of the casinos rip you off and use verification laws as a method of ripping off their clients. Only thing I'm happy about is i learned the were a predatory casino on free spins, so I'm just out the 6 or so hours i wasted thinking they were legit

Hello Bushman78,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Universe. 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 is yes, since when exactly? Did you ever deposit into the casino before? What do you mean by that you are on their affiliate site? Was the bonus still active once they deducted your winnings to $100 for the first time?

Looking forward to your answer.

Regards,

Nick

Yes they were caped and the first time they dropped it from 250$ down to a hundred that part of the deal was over it become funds. Wagering had been complete the night before. The next day when you start playing again and they reduce it, t he et don't get to keep reducing your total indefinitely till cash out. It's till wagering 8s completed otherwise their cap goes forever

And sorry to answer your second question. The bonus was done and completed. When it became real funds. The reason they can try and claim it's all still bonus funds is due to never making a deposit at the casino. So even thou it's past bonus it's still originated from the bonus.

Hello Bushman78,

Is there any proof which would show that the wagering was finished and even after that the winnings were capped - betting history or bonus history?

Ok so wagering doesn't make them real funds. So what does them allowing the withdrawal, no even in their game rules when they reduced my winnings from 250 to 100 dollars it became real funds no where in my reading of they're rules did it say the funds had to be withdraw and re applied to bee real funds. I'm not arguing the first time the took the winnings from 300 and change to 100. My complaint is the next day them wanting more kyc documents cancelling my withdrawal and then thinking 5hey can shiny my 500 dollar cash out back to 100. It's total crap and if they aren't going to correct the issue then i won't play there again and it should be aoeemenent mark on them as a casino. Scummy acts like this defeat the fact the odds are already in they're favor badly.

Oh and 8d like to mention as well that they still haven't even paid me the 100$ which i won on the starting on the 16th i think they've send me a gigadat email saying it sent but it's been 5 business days since then and no money has arrived in my account. So over the fact they make rules up. They also pay really slowly. Thank you for your help casino guru i appreciate it

Hi guru

Thanks for helping.I have printed off the transaction records. You'll see the amount of times i withdrew after putting in more documents then should be needed to confirm my identity and I've done alot of kyc. The only places that anger me are the ones that use it as a way of delaying funds hoping you'll use them. Cause let's face it gambling is addictive and if your unlucky it's not something you should do. But really anything that hurts your well-being is the same. But I'm sending the transactions page here. The funds from the 300 withdrawal at the bottom is my first withdrawal. After this withdrawal the funds came back at 100$. Which was wrong and I'll tell you why. They gave 20 spins and I won 1.75$. wagering here and the bonus rules say 45x. So that's 77 and change dollars till i was out of the 100 dollar max win. The first win i got of 60$ was in that total but after I'd played hundreds of dollars around 3 hours of play i cash out 300. Ok i was fine with it becoming 100$. But the next day when i saw it was 100$. I felt kinda ripped off and said screw it and played my winnings.Again i have a lucky day and turn the 100 into a 500 withdrawal. Well 709 and I tried 2 times with a hundred bucks to see if my streak would continue it didn't i withdrew 500. This is where is crap they reduced it again saying it's not out of bonus funds till it's been withdrawn. While they deny the withdrawal. With crap like saying the pdf with my address and name from my bank wasn't good enough. When it says that in their kyc. No where in their rules does it state funds are bonus until withdrawn. Then why is wagering there at all why not say just play to 100 dollars and we will lick out your account for days while we make excuses not to pay . Well I'm starting to rant so that's the facts and transaction record.

Thank you Bushman78 for all the information provided. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Bushman78,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Thanks I'd like that

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.

Thanks that is all we can do inform others that their money isn't safe with this casino. If they screw around on little wins. There is no chance they'll pay during a big win.

Dear Bushman78,

The MGA regulates this casino, and their ADR is thePogg. Please submit your complaint to the ADR. I am sure they will be able to help you. (thePogg is well known for their pro players approach)

https://thepogg.com/submit-complaint/

It is free, and you have nothing to lose.

Please let me know once you submit the complaint.

Hello Bushman78,

Could you please confirm that you submitted your complaint to the ADR?

Sorry no i forgot I'll get to it now

Hello Bushman78,

So again, could you please confirm that you submitted your complaint to the ADR?

(without confirmation from your side, I cannot close the complaint with the status: waiting for the regulator's decision)

Dear Bushman78,

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.

I wrote to them last week but haven't seen an email back yet

Usually, the ADR sends at least the confirmation, but even a few licensing authorities don't do that, so I hope they are working on it. It will take some time till they investigate the case (1-2 months maybe). Their decision should be binding to the casino.

Meanwhile, I will close the case as unresolved with the status: Waiting for the regulator's decision.

Please reopen the case when you receive the final answer from the ADR (The Pogg) or if you don't receive the response in two months.

I am sorry that it is taking so long. There is no faster way.

I don't even expect any compensation. I just want others to know not to trust bad casinos. I've ran into so many now it's sad. So that they can slowly be weeded out of circulation. I never seen a casino go out of business till COVID and why so many went online. But the business model of a casino is a serious money maker so why they need to scam too, i truly don't understand. Thanks for your help and I will let you know

I understand your point, but with The Pogg, your chances of getting justice are very good. The Pogg is a well-known authority that is player-oriented, and I am sure they will make a rightful decision.

Unfortunately, we also have complaints from players who know exactly what they did wrong and know that the regulator would be on the side of the casino. Because of that, we reject complaints where players refuse to submit a complaint to the regulator.

From our point of view, the player has nothing to lose at this point.

So if you want to have your complaint published as a warning, you must submit your complaint to The Pogg.

I put in a full explanation my last one i had thought they'd do thru email. But they never answered. Must not have given enough info

Hello Bushman78,

Could you please forward me the email you wrote to The Pogg? (matej@casino.guru)

I did it thru their complaint department. But both times i received no answer. Do you have an email i should try instead I'll right another

No, I don't have. But I believe that they received your complaint.

I will close your complaint now with a status: waiting for the regulator's decision.

Please reopen the complaint when you receive a final answer from The Pogg, and we will close the case accordingly.