Bitfortune Casino - Player’s deposit has been confiscated after bonus cancellation.

Confiscation of deposit after bonus cancellation

I deposited $975 in BNB at Bitfortune and opted in to the 100% welcome bonus with a 70× wagering requirement.

I wagered approximately $3,000 on slot games, including How to Burn. During gameplay, I observed that losses were deducted from my deposited balance, while wins were credited to the bonus balance, even when deposited funds were used for wagering.

At no point was I attempting to withdraw funds, and I did not engage in any bonus abuse. At the time I cancelled the bonus, I was in net profit.

I cancelled the bonus in good faith, believing that:

Bonus funds and winnings would be removed, but

My original deposit would remain, as I had not lost it entirely and no clear warning stated otherwise

Upon cancelling the bonus, my entire balance was reduced to zero, including the original deposit.

Casino’s explanations (contradictory and incomplete)

The casino provided several explanations via live support:

They stated that:

Some bets were placed using deposited funds and some using bonus funds

My deposited funds were lost through wagering

They later stated that:

While a bonus is active, all wagers are deducted 50% from the deposited wallet and 50% from the bonus wallet

However, this explanation does not align with the actual outcome:

The deposit balance reached zero first

The bonus balance remained

Wins were credited to the bonus wallet, not proportionally to both wallets

If wagers were truly deducted 50/50 and wins allocated proportionally, the deposit and bonus balances should have decreased symmetrically. This did not happen.

Core issue: Non-transparent wallet mechanics

The issue is not that I lost bets.

The issue is that while a bonus was active:

Deposited funds were wagered

Wins from those wagers did not restore the deposited balance

Winnings were instead locked in the bonus wallet

This made the deposit unrecoverable without clear disclosure

At no point was I clearly informed that:

Wins from deposited funds would be credited to the bonus wallet

Cancelling the bonus would result in full forfeiture due to this allocation system

The wallet mechanics functioned in a way that systematically depleted the deposit

This information is material and directly affects a player’s decision-making.

What I am requesting

I am not requesting bonus winnings.

I am requesting the return of my original deposit ($975), which was affected by a non-transparent and misleading balance handling system that was not clearly disclosed before gameplay or bonus cancellation.

Why I believe this is unfair

The casino provided multiple, inconsistent explanations

The balance behavior contradicts the claimed 50/50 deduction model

The wallet allocation mechanics were not clearly disclosed

I was unable to make an informed decision about the real risk to my deposit

I respectfully request Casino.Guru’s assistance in reviewing this case.

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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.

Can you see the balance in your account divided between real-money and bonus-money balances?

How much of the wagering requirements was completed at the time of bonus cancellation?

Did the casino show a confirmation pop-up before bonus cancellation? If yes, what exactly did it say?

Please request the casino to send you the gaming history in Excel format, starting from the moment you deposited money and activated the bonus, up to the moment your bonus was cancelled, and then forward it to me at [email protected].

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