Casitsu Casino - Player's winnings have been reduced.

I deposited 20 aud for the bonus from the email offer - 100 free spins. The email said that the max win from free spins is 50 euro. I asked in the chat about max 50 wins. The agent wrote that it is about winning from free spins, not the maximum payout. After the wager, I have 430 AUD. After about 20 hours my documents were verified and the balance of 430 was taken and they left only 50 aud. I have been misled and feel cheated.

I do not believe that the offer is structured in such a way.

The casino regulations say that you can withdraw a maximum of 50 without a deposit, but from deposit offer You can withdrawn 50 of which 20 is your deposit and 30 is casino money. Its unreal, its huge fraud on customers.

Casino cashout me 50 AUD, and the rest 380 AUD is gone. Btw. 50 AUD its not even 50 euro ) 50 euro is 75 AUD , but nevermind.

Hello Krzysztof,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please forward me the promotional email for the bonus have you activated?

Also, would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Casino cashout me 50 AUD , on terms is 80 . So if this bloody terms are legit casino should withdraw me 80 AUD plus my deposit. They cheated me twice :) Max win is not max cashout, its another cheat. You can win from free spins 300 euro and winnings are reduced to max win from terms, than You started wager. All is not clear.

Hi,

This is indeed our mistake. Our general terms and conditions for bonuses are as follows:

14.6 The maximum you will ever be able to win and withdraw from any of the Free Spin offers which require a deposit, is 50€, $50, 400kr, 2,500₽.

The $ sign is generic and refers to all Dollar currencies.

However, in the promotional E-Mail you have received, these terms were altered and a specific AUD rate has been listed. We will honor this and credit you with the appropriate balance of 80 AUD of withdrawable winnings.

Hello everyone,

Thank you very much Casitsu Casino for your prompt reply and help.

Dear Krzysztof,

Has your balance been corrected? Can we now consider this issue resolved?

Yes ,they add to my account 30 AUD but still not cashout money, I made a withdraw 15 hours ago.

But this is a scandalous terms:14.6 The maximum you will ever be able to win and withdraw from any of the Free Spin offers which require a deposit, is 50€, $50, 400kr, 2,500₽.

The worst promotion offer ever and worst terms ever.

Krzysztof, please understand it can take a few days to fully process a withdrawal. Do you wish to keep this complaint opened until you receive your winning? Please, let me know so we can proceed with this complaint accordingly. Thank you in advance.

For your information, the cashout was processed on the 18th, 4 days ago.

So, to summarize:

1. We honored our promotional promise and compensated you with the appropriate amount of 80 AUD.
2. We processed your cashout.
3. The terms and conditions of the promotion were blatantly obviously shown in the promotional mailer.
4. If, at any time, you are unhappy with the terms and conditions of a specific promotion, then we recommend you do not participate in this promotion. No player is forced to participate and all the relevant and important parts of the bonus terms are always easily available in the main body of the promotional mailer.

Regards,

Casitsu Ninjas

No matter what you write, the truth is you have thieves' terms that don't exist in any self-respecting casinos from DAMA brand. a promotion where after a deposit of 20 euros you can withdraw a total of 50, which is really 30, in a situation where you have to make a wagering is a common scam , nowadays where casinos fight for the client, creating very good promotions with normal rules this is simple scam.

Please understand that by accepting a bonus you also accept the bonus T&Cs applied to it. As Casitsu Casino said, if you don't like those rules, or you feel like they are unfair, you can simply choose to play without bonuses. Yes, the casino did a mistake, but it was promptly resolved and your winnings were credited in compliance with the bonus conditions. Since you were informed about the rules before you activated this bonus, I am afraid that there is not much more we can do for you here.

Could you please confirm that you have received the withdrawal?

Yes, withdraw received, account by my request closed permanently. Thank You for help. Have a good day.

As you have received your winnings in accordance with the bonus T&Cs, we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.