24Casino - Player's winnings have been reduced.

I had a remaining active bonus balance of approximately €0.14 in my account. After that, I deposited around €35 of my own real money and played blackjack and roulette.

My balance later reached approximately €1544. However, the casino reduced my balance to around €61, stating that because a bonus was still active, my real-money deposit was also treated as bonus funds and therefore subject to bonus maximum win limitations.

I believe this implementation was unclear and unfair. A residual bonus balance of €0.14 should not reasonably convert an entirely separate real-money deposit into restricted bonus funds without a sufficiently clear warning.

The casino support acknowledged that:

the balance was reduced due to bonus rules,

the winnings exceeded the allowed maximum win,

and the deduction was performed by the system.

The casino also provided my betting history, which confirms that the balance reached approximately €1544 before the deduction occurred.

I respectfully request an independent review of the casino’s application of the bonus rules and the resulting balance reduction.

Kınd regards

Oguzhan G***

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Dear Ogz24,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I checked the Bonus T&Cs, and I found this:

Bonuses are automatically cancelled upon active balance reaching the amount of 0.01 EUR/USD/CHF/NOK/AUD/CAD/NZD/CLP/ 0.0001 SOL, 0.000001 BTC, 0.00001 ETH, 0.0005 LTC, 0.00001 BCH, 0.05 DOG, 0.01 USDT or less. This term only applies to balance tied to a Bonus, i.e., deposit + Bonus, or a Bonus only (in case of a no deposit Bonus), and does not apply to funds on a player's balance gained from other deposits or Bonuses.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with? If possible, please post a link or a promo code you used to activate the offer here in this thread.
• Was your balance reduced automatically at some point?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

I would like to explain the situation chronologically:

I deposited around 30 euros several times into my account and lost this balance.

Afterwards, I contacted live support and asked whether there was any active bonus on my account.

The agent informed me that I was granted 30 free spins (each spin worth €0.10).

From these spins, I won approximately €3. I then played roulette and my balance dropped to €0.14.

At this point, the remaining balance was practically unusable for any games such as roulette or blackjack.

After that, I deposited another €35 and used this balance to play roulette and blackjack.

As a result of these games, my balance increased to approximately €1,550.

However, my balance was later reduced to €61. I was informed that this was due to the rule that any deposit made while an active bonus is in place is subject to bonus terms and conditions.

My objection is the following:

It is unclear whether the bonus terms and wagering conditions were properly and clearly communicated to me at the time of deposit. Furthermore, the information provided by live support contradicts the later restriction that was applied.

Therefore, I request a detailed review of why my balance was reduced from €1,550 to €61, and a full explanation of the transaction and bonus history on my account.

Kind regards