BacanaPlay Casino PT - Player's withdrawal is unjustly delayed.

I am requesting your assistance with a dispute involving BacanaPlay Portugal, which I believe is unfairly withholding my legitimate winnings and providing inconsistent explanations for doing so.

Summary of the Issue:

On 29/11/2025, I made several deposits and activated a 50% cashback bonus up to €200, which clearly stated a 1x wagering requirement. After placing my first €80 wager, I won approximately €900, and my balance later reached €1354.

However, the system suddenly assigned a wagering requirement equivalent to 6000x the bonus, which does not match the terms originally provided.

Casino’s Contradictory Explanations:

After contacting support, BacanaPlay acknowledged that the bonus had been applied incorrectly and that the rollover was misconfigured.

Despite admitting the error, they refused to release my winnings.

Later, the casino changed its explanation again, now claiming that I was not eligible for the bonus because I supposedly activated it after depositing. This condition was never presented clearly, and the system itself allowed the activation. Or was written in any part of the form . Even if i was not eligible the support would never applied the 200€.

These shifting justifications indicate an attempt to avoid honoring the promotion under the terms originally offered.

Current Position of the Casino:

The operator is offering:

either a new €200 bonus with 1x rollover,

or the €1354 balance but tied to 5900 wagering points that resulted from their own system error.

Both options prevent me from withdrawing legitimate winnings obtained under the correct bonus terms.

I respectfully request Casino Guru’s mediation to obtain:

Release of my legitimate winnings (€1354),

Application of the correct 1x wagering requirement,

A fair resolution based on the terms presented at the time of bonus activation.

at the pictures they admit the error and the amount played by me . Admit that was an error .

But they don’t want to pay . And actually they want me to

play all over again when I said that I don’t want to play any further.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BacanaPlay Casino PT.

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

• Do I understand correctly that after receiving the bonus, you placed 2 bets on roulette only?
• Do I understand correctly that you contacted a live chat agent in order to activate the cashback bonus?
• Could you please specify how much you deposited prior to receiving the cashback?
• Do I understand correctly that the cashback amount credited to your player's balance was 200€?
• Could you please explain where the information regarding the 6000 points comes from? If possible, share screenshots from your account to better support your explanation.
• Did the casino explain what aspects were incorrect on the bonus you activated and played?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello,

Thank you for your quick response and for taking the time to review my case.

Below are the answers to your questions:

1. Regarding the bets placed after receiving the bonus

No. I placed several bets, more than 8 bets on roulette ,not only two.

However, the first significant win happened on my first €80 roulette bet, where I won approximately €900.

2. Regarding the activation of the cashback bonus

Yes, I contacted live chat to activate the cashback bonus.

The agent confirmed that the bonus was added with a 1x wagering requirement, exactly as stated in the promotion on the 29.

3. Amount deposited before receiving the cashback

I made multiple deposits on the same day, totaling €1400, before requesting the cashback bonus.

4. Cashback amount credited

Yes, the cashback amount credited was €200, which corresponds to the maximum cashback available in the promotion.

5. Explanation of the 6000 points

After winning and playing normally, the system suddenly displayed a wagering requirement that increased to 5900–6000 points, instead of the correct 1x wagering requirement.

This number came directly from the casino’s bonus dashboard inside my account.

I can provide screenshots showing the incorrect wagering requirement that appeared.

6. What the casino explained regarding the "incorrect bonus"

The casino gave multiple, contradictory explanations:

First, they told me that the bonus had been configured incorrectly, including the wagering requirement.

Then they said the bonus was not supposed to be given to me.

Later, they claimed I was "not eligible" because the bonus was activated after the deposits — but this rule was never shown, and the system allowed me to activate it normally.

They admitted an internal error but refused to release my winnings of €1354, even though the bonus terms said 1x wagering.

If you need any additional screenshots, account history, or chat conversations, I will provide them immediately.

Thank you for assisting with this dispute. I appreciate your help.

Dear Tubiies,

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, Matej (matej@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,

Tomas

Hello Tubiies,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

We would like to ask the casino to reply to this complaint. The timer is extended by 7 days due to the holiday season. Failure to respond within this timeframe will result in the complaint being closed as 'unresolved,' which may negatively impact the casino's rating.

After making a complaint to the license , bacana play agree to pay the amount without any other requirement . I closed the account as well. I would probably Will never play here again .

Dear Tubiies,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 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 and good luck.

Best regards,

Matej