The player from Germany filed a formal complaint against Asino Casino for the deduction of €170 from his balance without justification. After meeting all bonus wagering requirements and increasing his balance to €350, the casino withheld this amount, claiming ongoing bonus restrictions that were not stipulated in the terms and conditions. The player sought payment of the withheld funds, arguing that the deduction was unjustified. The complaint was resolved after the casino acknowledged that the player was not clearly informed about the continued maximum win limit after fulfilling wagering requirements. As a goodwill gesture, the casino agreed to pay the withheld €169.95, which was processed within three business days. The player confirmed receipt of the funds, and the case was closed.
Asino Casino - Player's winnings have been confiscated.
Case closed
Amount: €170
Asino Casino
Safety Index 8.0 HighCase summary
Translation
I am filing a formal complaint against Asino Casino because €170 was deducted from my balance without any contractual basis.
Chronological sequence:
1. I deposited €30 and received a reload bonus of €15 (total balance: €45).
2. I have fully met the 40x sales requirement and generated approximately €500 in sales.
3. After fulfilling the wagering requirements, the system automatically applied the 10x win limit (10 x €15 = €150) and reduced my balance from €500 to €180. I accepted this reduction as it complies with the bonus terms and conditions.
4. My remaining balance of €180 was displayed in the account as withdrawable real money — without any indication that bonus restrictions were still active.
5. I continued playing with this real money and increased my balance to €350.
6. When requesting a withdrawal of €350, the casino rejected the payment and withheld the funds. Ultimately, only €180 was paid out—the remaining €170 was withheld without explanation.
My argument:
The bonus terms and conditions for the Weekend Reload Bonus at Asino state: "The maximum win is limited to x10 the bonus amount." This clause was already applied in step 3. There is no explicit provision in the bonus terms and conditions stating that the win limit will be permanently applied to subsequent real-money play after all conditions have been fully met.
Asino's support argued that "as you continue to play with this balance, the maximum win amount associated with the bonus remains applicable"—however, this interpretation is not supported by the wording of the bonus terms and conditions and was never communicated to me before or during gameplay. It is a retrospective, one-sided interpretation to the detriment of the player.
The fact that Asino has already paid out €180 confirms that at least part of my balance has been recognized as legitimate — which makes the withholding of the remaining €170 contradictory and unjustified.
Existing evidence:
• Screenshot of the explicit bonus T&Cs (only shows: "The maximum win is limited to x10 the bonus amount" — no indication of restrictions after fulfilling the wagering requirements)
• Complete email correspondence with Asino support (Ticket ID: RZXI6U)
• Asino's responses, in which the decision is described as "final and unchangeable".
• Bank statement (requested from the casino, but not yet provided)
My demand:
The payout of the outstanding amount of €170, which was earned through real money play after all bonus conditions have been fully met.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Asino Casino. Please allow me to ask you a few questions so I can better understand the situation.
Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
TranslationNo, at no point. Neither before the bonus activation, nor during gameplay, nor after fulfilling the wagering requirements was I informed that the 10x win limit would be permanently applied to my balance. The bonus terms and conditions for the Weekend Reload Bonus on asino.com only contain the sentence: "The maximum win is limited to x10 the bonus amount." — without any indication that this restriction would continue to apply even after the wagering requirements had been fully met. This interpretation was only communicated to me in the casino's rejection email — that is, after I had already played down to €350.
Yes, Asino displays a breakdown between real money and bonus balances in the account. After the wagering requirements were fully met and the 10x win limit was applied, my remaining balance of €177 was shown exclusively as real money—the bonus balance showed €0. There was no active bonus balance left in my account at that point.
The balance of €177 was explicitly displayed as withdrawable real money—not as bonus funds. The withdrawal button was active, and the balance was marked as "withdrawable." Therefore, I had no reason to assume that bonus restrictions still applied. All subsequent winnings (€177 → €350) were also shown as real money. Only when I actually requested a withdrawal was I informed that bonus rules supposedly still applied—which clearly contradicted the displayed account status.
Dear Aogopius,
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,
Attila
Hello Aogopius,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.
We would like to invite Asino Casino to join the conversation.
Dear Asino Casino,
I would appreciate your clarification regarding the sequence of events in this matter.
Additionally, once a cap on winnings is applied after the bonus wagering requirements have been met, those funds should no longer be subject to bonus restrictions—unless players are clearly and transparently informed of any continued maximum win limit beforehand, through means such as a pop-up message, in-game notification, internal message, or other clear communication.
Can you please confirm, alongside providing evidence, if any such communication took place?
I look forward to your response.
If there is any information or evidence that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru for an independent review.
Thank you in advance.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Michal,
Thank you for bringing this matter to our attention and for your patience while we conducted a thorough internal review of the case.
Having carefully examined the player's account history, bonus lifecycle, and the sequence of events, we acknowledge that the communication regarding the continued applicability of the maximum win limitation following the completion of wagering requirements was not sufficiently clear to the player at the time of gameplay. While our bonus terms do provide for a maximum win cap of x10 the bonus amount, we recognize that the player was not explicitly informed — through an in-game notification, pop-up, or direct message — that this restriction would remain relevant to the balance after the wagering stage was marked as completed.
We consider transparent communication with our players to be a core responsibility, and in cases where that standard has not been fully met, we believe the right course of action is to make things right.
As a goodwill gesture, and without prejudice to our terms and conditions, Asino Casino will proceed with the payment of the remaining €169.95 to the player's account. The funds will be processed within 3 business days.
We hope this resolution demonstrates our commitment to fair treatment and player satisfaction. We will continue to review our bonus communication flows to ensure greater clarity for all players going forward.
Please let us know if any further information is required from our side.
Best regards,
Asino Casino Team
Dear Asino Casino Team,
Thank you for your response and for adopting a fair and reasonable approach to this matter. This is also in line with what we, as well as players, reasonably expect from reputable and highly rated casinos like yours.
Dear Aogopius,
As per the casino team’s response, the payment of the remaining €169.95 is expected to be processed within 3 business days.
Kindly let me know once you have received the funds so that we may consider this case resolved.
Dear Aogopius,
Thank you for your response and for the confirmation that you received the funds.
I am glad that our involvement played an important role in resolving this matter.
I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.
Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre — we will be happy to assist you.
As you 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
