24Casino - Player’s winnings are confiscated due to wagering issues.

€30 deposit 4. 100% welcome bonus. The win was already on my own money, but they still claim I exceeded the wagering limit. The balance never went below €30, so I really wouldn't have gone to the wagering side. I asked for the game logs and they show that I played with the bonus from the beginning, even though the bonus terms clearly state that my own money is used before the bonus funds. After clarifying the matter, I suddenly hadn't exceeded the wagering limit, but the winning cap. The winning cap on the fourth deposit bonus is €5,000. So this explanation doesn't add up either.

They say that cancelled funds cannot be refunded.

Am I misinterpreting the terms and conditions or has the casino made a mistake that they are not admitting?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino's customer support regarding the confiscation of your winnings at veronika.f@casino.guru? Kindly include the document showing your gaming history as well.
• Could you please clarify whether your account balance was displayed separately as a real-money balance and a bonus-money balance, or whether it was shown as a single balance once you activated the welcome bonus?
• Did you cancel the bonus before you completed the wagering requirements?
• Did you receive any pop-up notification or warning informing you that your balance would be voided if you cancelled the bonus?

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