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

Dear Ogz24,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello,

We are unable to locate an account under your provided email.

We have contacted CasinoGuru directly, if you can provide them the email address which was used to create the account, so we can look into this for you 🙂

Dear Ogz24,

Thank you for clarifying the email!

I have forwarded all the information to the Casino Guru team now to review.

Kind regards

Hi

Thank you for your interest.

kind regards

Dear All,

My name is Michal, and I will be taking over the assessment of this complaint moving forward.

I have familiarised myself with the information and correspondence available thus far and will continue reviewing the matter to ensure that all relevant facts and evidence are reviewed and considered before reaching a conclusion.

Dear 24Casino,

Thank you for your email. I have responded back with some additional enquiries and am awaiting your reply.

Dear Ogz24,

This appears to be an unfortunate situation. Based on the information available, it seems that you still had an active bonus on your account at the time you made the subsequent deposit. Consequently, the bonus terms and conditions applicable to that promotion remained in effect, and it appears that the casino acted in accordance with those rules.

Could you please clarify why you did not use the remaining €0.14 balance on any eligible slot games or alternatively request that the casino cancel the remaining bonus balance before making the new deposit?

I appreciate that such a small amount may have appeared insignificant from your perspective, and it is understandable that you may not have anticipated the consequences that followed. However, understanding the circumstances surrounding this point may help us assess whether there were any potential mitigating factors that should be taken into consideration when reviewing the fairness of the outcome.

I look forward to your clarification.

Hello Michal,

Thank you for reviewing my case.

At the time I made the €35 deposit, I only had €0.14 remaining from the bonus balance. I mainly play Blackjack and Roulette, and such a small amount was practically unusable for those games.

I did not intentionally try to gain an unfair advantage or bypass any bonus rules. I simply wanted to continue playing with my own deposited funds. I was not aware that depositing while €0.14 of bonus balance remained would cause my new deposit and all subsequent winnings to be treated as bonus funds.

Most importantly, I was never clearly informed that this action could later reduce winnings of approximately €1,550 down to only €61. Had I known that such a consequence was possible, I would never have made the deposit before resolving the remaining bonus balance.

I understand that the casino may rely on its bonus terms. However, I believe the outcome is disproportionate considering that only €0.14 remained active at the time of the deposit and that my later gameplay was mainly funded by my €35 deposit.

For these reasons, I respectfully ask that the fairness of this outcome be reconsidered and that a reasonable solution be found.

Thank you for your time and assistance

kind regards

Dear Ogz24,

I have now received information and supporting evidence from the casino team which presents a different perspective on the matter and, in certain respects, appears to contradict your account of the events.

According to the records provided, on 23 May, you proactively contacted the casino's support team and asked for a bonus. In response, the live chat agent granted you a no-deposit bonus consisting of 30 free spins. Based on the terms communicated to you at that time, the maximum winnings obtainable from these free spins were limited to €30.

The evidence further indicates that, on the same day, you converted the free spins into winnings amounting to €3.56 at approximately 11:44. The casino maintains that the subsequent balance growth originated from these bonus-derived funds.

While it appears that a significant portion of your gameplay involved Blackjack and Roulette, as you have previously stated, the records also show gameplay on the slot game Big Bass Hold & Spinner Megaways. Unlike certain table games where minimum stake requirements may be comparatively higher, slot games generally allow wagers to be placed at much lower amounts, thereby enabling bonus funds to be wagered and utilized more extensively. Meaning you could quite easily have utilised the €0.14 in slot games, and your balance could have dropped to the amount that the bonus-related restrictions would be automatically lifted by the casino system, as explained in the rule:

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.

That being said, despite the above, there remain several aspects of the case that, in our view, require further clarification from the casino before we can reach a final conclusion regarding the fairness and proportionality of the measures taken.

I will continue to review the matter and update you once I receive the additional information requested from the casino.

Hello Michal,

I would like to clarify the sequence of events and answer your questions.

The events occurred in the following order:

First, I used the 30 free spins that were granted to me by customer support. Those free spins resulted in approximately €3.56 in bonus winnings. I then played Roulette with those funds and eventually reduced the balance to around €0.14.

At that point, I did not realize that the bonus balance was still active or that such a small remaining amount could have significant consequences later. The €0.14 seemed insignificant to me, and honestly, it never occurred to me to use slot games simply to clear that amount. My intention was only to deposit my own money and continue playing Blackjack and Roulette.

Therefore, I deposited €35 and mainly played Blackjack and Roulette. My balance later increased to over €1,000, and I attempted to make a withdrawal.

At that stage, I was informed that the bonus conditions were still active and that I needed to complete additional wagering requirements before I could withdraw. Only after receiving this information did I start playing slot games in order to complete the remaining wagering requirement as quickly as possible.

For this reason, the slot activity shown in my records was not played in order to use or clear the €0.14 bonus balance. It was played later, after I was informed that wagering requirements still had to be completed.

At no point was I attempting to abuse the bonus system or gain an unfair advantage. I simply did not understand that a remaining bonus balance of only €0.14 could later affect the €35 deposit I made and the winnings that followed.

For these reasons, I kindly ask that the fairness and proportionality of the outcome be carefully reconsidered.

Thank you for your time and assistance.

kind regards

Hello Michal,

I would also like to clarify another important point.

The casino argues that my later gameplay was treated as bonus-funded play. However, after the balance had been reduced to approximately €0.14, I deposited €35 and then placed Blackjack bets of around €5 per hand.

With a remaining balance of only €0.14, it would have been impossible to place €5 Blackjack bets without the funds I deposited myself.

This is one of the reasons why I believe my later gameplay and winnings were primarily generated from my deposited funds rather than from the small remaining bonus balance.

Kind regards

Finally, I would like to clarify one additional point.

At the time of the events, I believed that approximately €0.14 remained from the bonus balance. However, after reviewing the records more carefully, it appears that the remaining amount may actually have been as low as €0.06.

I cannot confirm the exact figure with complete certainty, but I am certain that only a very small residual amount of bonus funds remained. I would therefore appreciate it if this detail could be verified from the casino’s records during your review.

In my view, whether the remaining amount was €0.14 or €0.06, the key point is that only a few cents of bonus funds were left active when I made my €35 deposit, and I did not understand that such a small residual balance could later have such a significant impact on my winnings.

Thank you for taking this into consideration

Kind regards

Dear Ogz24,

Thank you we have been reviewing internally.

In this case, we understand that the Terms and Conditions could have been more transparent in this case on how the wallets between real and bonus money work when you have both on your balance.

As a gesture of goodwill we will be returning your winnings and these will be transferred directly to your bank, as your account is closed.

Our Customer Support team will be reaching out shortly regarding information for a bank transfer.

I hope this solution is satisfactory for you, and thank you for your time!

Dear 24Casino,

Thank you for your constructive and proportionate approach to this matter. I am pleased that a fair and reasonable path toward resolving this case has been found.

Your cooperation is sincerely appreciated.

Dear Ogz24,

Please ensure your cooperation with the casino team so that the payment can be arranged at the earliest opportunity.

Hello Michal

I have forwarded the necessary documents to the casino. Thank you very much for your help and your time

kind regards

Dear Ogz24,

Thank you for the update. I am confident that after the documentation has been reviewed, the casino team will move forward with the payment to you.

Dear 24Casino,

Please let us know once the payment has been processed and dispatched from your side.

Hi michal

Thank you very much for everything; I will keep you informed.

kind regards

Hello,

I would like to request an update regarding my withdrawal/refund request.

I have provided all documents requested by the casino, including an explanation regarding the address discrepancy and an additional document proving my previous address. The casino informed me that my case was forwarded to the finance department for review.

Since all requested documents have been submitted, I would like to understand what is still being reviewed and whether there is any remaining issue preventing the processing of my payment.

Could you please ask the casino for a status update and an estimated timeframe for a final decision?

Thank you for your assistance.

Dear Ogz24,

I have checked for you and can see that you send the proof of address at the end of last week which is great. The team who process manual refunds do not work weekends, so this is being reviewed today.

I have asked them to prioritise this.

Thank you

Hi dear

24casino

thank you for your interest

kind regards

Hi

I have received the payment; thank you all very much for your help and time.

kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ogz24,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and I would like to thank the casino for their constructive approach to this matter. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru