Art Casino - Player’s winnings are confiscated due to bonus issues.

I won €485 using a welcome bonus and tried to withdraw my funds. After the withdrawal request, the casino messaged me stating that bonuses are prohibited for Finnish players. They posted a picture of the rule stating that Finns are prohibited, but I don't see that specific text myself. I also took photos and videos of the casino's webpage showing how it appeared to me. I tried to resolve the matter via live chat and email, but it didn't progress. I’m adding the photos I took here, and I can also send the video via email if necessary, since it can't be added here. Also, just to add, they refunded my deposit, so a total of 285 euros is missing from my account.

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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 explain how you activated the welcome bonus you played with? Was the bonus available directly in your casino profile, did you enter a bonus code you found on a third-party website, or did you receive a promotional email containing the bonus offer?
• Did you use a VPN or any other IP-masking software to alter or conceal your actual location while accessing your casino account?
• Did you receive any pop-up warnings or notifications informing you that the bonus was not available to players from your country?

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

I used the bonus code ART125. I found that bonus code in their welcome offer. And I didn't use a VPN, and I didn't get any pop-up warnings.

Thank you for your reply. Please forward me all the communication between you and the casino customer support, informing you that players from Finland are excluded from playing with bonuses at veronika.f@casino.guru.

Everything sent.

Dear Superturbo

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,

Veronika

Hello Superturbo,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Art Casino to join the conversation.

Dear Art Casino,

I have checked your webpage from different IP addresses, and I can agree that mostly the rule 10.2.1 of your General Bonus Terms and Conditions does contain this sentence:

Players from following countries are not eligible to claim First Deposit Bonus: Argentina, Azerbaijan, Finland, Ireland, Japan.

But when I used a Finnish IP address, I found this:

Furthermore, if the player was able to activate a deposit bonus that was freely accessible to them, deposited their real money, utilized the bonus, and managed to win in accordance with all other general bonus rules, I'm struggling to see any valid reason why they should not be allowed to receive the winnings.

I look forward to your clarification and I'm hopeful we will finds a way how to appropriately resolve this matter.

If there are any relevant details or circumstances surrounding this case that cannot be shared publicly, please feel free to provide them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Hi there,

Please note we have checked player statement and he has right. Relevant updates to GEO Finland were not uploaded successfully and we were not aware of it.

We apologize to player for our mistake.

Balance is set accordingly and he can withdraw his entire funds.

Artcasino Team

Dear Art Casino,

Thank you for your response, and for acknowledging the shortcoming on your side and taking the appropriate steps to address it. Even the best systems at top casinos can occasionally encounter imperfections — and it's how they're handled that counts. I'm pleased to see you've handled this one well.

Dear Superturbo,

Following the casino's response, the funds have now been reinstated, and you're free to withdraw them.

Once you've received them, please just let me know — whether you are happy for me to go ahead and mark this case as resolved, or if there's anything else I can help with.

Dear Superturbo,

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 got my winnings, thanks for help

Dear Superturbo,

Thank you for the confirmation. I am glad that our involvement played a role in resolving the situation. I'll go ahead and mark the complaint as 'resolved' in our system.

I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you might know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru