Casino Extreme - Player's winnings have been withheld.

Hello, I hope you can help me in this case. I played under a coupon when completing the bonus requirement, the winnings were eliminated and it gave me the opportunity to withdraw, but I chose to continue playing and I obtained winnings that have now been confiscated and which they say are not valid. since I played with a requirement bonus for 15 deposit, but if they had already eliminated the winnings that I could not withdraw, I think that I was no longer playing under any requirement since I was playing with my winnings, I hope you can help me since this casino already previously confiscated some earnings from me have a nice day blessings

Dear San,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have redeemed a free bonus initially? Afterwards, when completing mandatory bonus wagering, instead of requesting a withdrawal you continued playing, is that correct? Could you please clarify the dispute value ($130,910)? What does this amount represent?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela, that's right, instead of requesting a withdrawal, I preferred to continue playing and I managed to obtain more profits and good up to the amount of $1,309.10. These are the profits that I requested to withdraw, but far from approving the withdrawal, they eliminated my profits. I hope you can help me.

Thank you, San, for clarifying the disputed amount. I have corrected it. Could you please advise if you deposited any funds into your account when activating the coupon or if it has been a free one?

Good day, if it was a deposit coupon! It is very important for me that this is resolved thanks for your help, I have the screenshots and emails that confirm the amount and also where they tell me that my funds were eliminated if you need them let me know so I can send you all the information I have in advance thank you very much for your help blessings

You can forward any supporting evidence and relevant communication to petronela.k@casino.guru. Thank you very much in advance.

Hello, thank you and blessings, in a moment I will send you the information I have, hopefully that will help to solve this case

I have sent you the withdrawal request information, I hope it helps

I'm sorry, San, but I haven't received anything from you yet. Could you please try again?

Hello, of course if I know I will send it again

I already sent you the screenshot of the withdrawal request

Thank you very much, San, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, thank you for your help blessings, I hope I can solve my problem in the near future.

Hello San.

I am sorry to hear about your troubles.

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

Could you please check the San logs and explain why her winnings were capped twice?

Good morning metej, thank you for assisting me, hopefully this time I will recover my funds since on another occasion they were confiscated without valid justification

Hello, good day, dear Matej, the required waiting days are almost complete, one question! In case the extreme casino does not respond, can you explain to me what is next? I thank you in advance for your help.

In such a case, I will help you to submit your complaint to the casino regulator. (Curacao eGaming) 

Hello good day, thank you very much I appreciate it very much blessings

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’.

Hello, the casino is not responding, is there anything else that can be done?

Dear San.

Unfortunately, the casino is non-responsive. I recommend contacting the licensing authority:

https://verification.curacao-egaming.com/validateview.aspx?domain=casinoextreme.eu

Scroll down to the third page and fill out the complaint.

Please let me know when you submit the complaint to the regulator.

Dear Matej, the link you provided me doesn't work, it's sending me to an error page, is it possible that I sent it again? I really appreciate your help in this case

Dear San.

Please visit the regulator's website from the casino validator link. (see picture below)

Hello dear Matej, I have filled out and sent the form that you indicated and I also received the confirmation email, now that you continue, can you give me information about this?

Dear San.

Now I will close this complaint, and we will wait for the regulator's decision.

This will be a bit time-consuming, the regulator should decide in 1-3 months (before the pandemic, it was one month, but these days it could be more), but the regulator's decision is binding for the casino.

That's fine thanks

Thanks San.

I am closing the complaint as unresolved, with the status: waiting for the regulator's decision.

Dear San,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Good morning, I'm sorry to say that they never resolved me, neither in my favor nor in favor of the casino

Dear San,

Could you please let me know if you have received a response from the licensing authority? Additionally, could you please forward me the email that you sent to them at matej@casino.guru?

Thank you.

Dear Sanjlugo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Good morning, thank you for allowing me to continue with this case! Well, I have not received any response from the casino and neither have the funds. I hope something can be done about it.

I have not received a response from the corresponding authorities either, and I am going to look in my email to see if I still have that information since a long time has passed.

I have sent you the email, I hope it is helpful for this case and it can finally be resolved

Hello Mr. Matej, did you receive my email with the information I requested?

Hello Sanjlugo,

Yes, I have received your email.

If I understand correctly, you won your winnings from a free coupon. You were able to win an amount higher than 325.1, but the casino limited your winnings. In response, you cancelled a withdrawal and continued playing with an amount of 325.1. Surprisingly, you won over 1300, but the casino once again capped your winnings. Am I correct in understanding this?

Hello, good morning, that's right, my earnings were with funds already earned. I don't understand how they confiscated everything.

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 and why winnings were confiscated two times?

Hello Matej,

Hello Sanjlugo,

We hope that you are well.

Please note that as the grievance was submitted over a year ago we would require more information in order to be able to review the situation and provide an update.

Please provide the exact date when the incident occurred and the name of the promotion used.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Extreme Management

Hello, ah everyone good morning! Casino representative see the day was 02/08/2022 at 10:25 p.m. the amount $1309.10

The coupon I used was EXTREME555, with a deposit of $21.61 my winnings were canceled by the casino leaving me a balance of $325.01 canceling my withdrawal, I decided to continue playing reaching a total of $1309.10 which were canceled for the second time but for complete, I hope everyone can help me so that something fair is done, blessings.

Hello Sanjlugo,

We hope that you're well.

Thank you for providing more information, we were able to pinpoint the date of the incident.

On July 3rd, 2022. you have deposited $21.61 and redeemed the bonus EXTREME555.

The bonus came with the following terms:

- Code: EXTREME555

- 555% bonus

- Wagering: 30x D+B

- Max cash out: 15x deposit

- Minimum deposit: $20

- Max bet per hand: $10

- Allowed games: Non-Progressive Slots (excluding 777) & Keno

At 09:04:36 you have met your wagering requirements and at that point, your balance was set to the maximum cashout limit by the system. You have decided to continue playing, indeed winning more, however, we must turn your attention to the fact that the terms of the promotion remained in full effect.

Therefore, at the moment of your subsequent withdrawal request, the Team deducted the balance that was above the cashout limit.

https://casinoextreme.eu/terms-and-conditions

7 BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

w. "Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions. The Terms of the promotion are not in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is below $1.00. Refer to the term 7.1.j."

At the moment of redemption, the Terms of the promotion were visible and presented in the cashier and were also visible on the official website, given that the bonus belonged to the group of standard promotions that were always presented on the website.

Please let us know if any additional information is needed.

Kind Regards,

Luke Newman

Casino Extreme Management

Hello, I understand the terms and conditions but that does not justify the elimination of all winnings and if the terms are clear, why does the system allow players to continue playing? And even if they do it, why not return the profits to the amount already obtained? You should see an alert from the casino for those of us who do not know the rules of the game at that time, I think that in this way the casino is playing dirty, it lets you continue playing, and then eliminates all the winnings! One more thing I have played for a long time and in different casinos and no casino has eliminated my winnings in their entirety, they only take away what I cannot withdraw and what is in force in the bonus is available for withdrawal, please raise awareness and do something fair, I think that at least they should pay me what they had already left me to withdraw and I also think that I deserve compensation for having confiscated all my profits and it would not have been resolved at the time, spending more than a year due to lack of attention ah this case by the casino.

Dear Sanjlugo and representatives of Casino Extreme,

We have thoroughly reviewed the case and confirm that the casino followed its terms and conditions. However, we would like to address the issue of user-friendliness in this particular situation. We believe that the casino should not cap winnings more than once. While we understand that there may be certain circumstances where this is not possible, it would be beneficial for the casino to implement a pop-up notification to warn players that their winnings will be capped again if they do not complete the withdrawal.

The top casinos in the industry have already adopted the practice of converting bonus money into real money directly after completing the wagering requirements, or they have implemented measures to prevent multiple winnings caps.

We would like to suggest that Casino Extreme consider improving their bonus mechanics, as this would greatly enhance the user experience of the casino.

We cannot side with the casino in this case. However, we also cannot fully penalize them for handling the situation in accordance with their terms.

Hello, have you made any resolution regarding my case? I think that at least the casino should pay me what I initially win after the first deletion of my funds. Please consider my case since I am still an active player after my funds were deleted.

Hello Matej,

Hello Sanjlugo;

We trust that you are well.

We would like to thank you for understanding the position of the Casino and the application of the Terms & Conditions with this matter.

As discussed with your representatives, the Casino is diligently working on improving the mechanics as well as introducing new notification systems and pop-up messages.

We sincerely hope that all players will enjoy their experience at Casino Extreme once all the new features are in place.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Extreme Management

Hello Ah everyone, yes I understand that the terms and conditions eliminated my issued funds but not the earned ones, I want to know if they would at least pay me what I earned, I think it is fair since despite the situation I am still an active player and also taking Taking into account that the casino bears part of the responsibility for not having precautionary measures for players, such as pop-up alerts, do you think you can make an exception, Mr. Lucas Newman?

Hello Mr. Matej, do you think that the funds won after the first elimination can be recovered by making an exception taking into account that the casino should have a better level of security for players with prevention of pop-up windows and alerts, I think it is fair, I hope Can you help me because to my knowledge, no casino out of many that I play eliminates the funds for a second time and even less so in its entirety.

Dear Sanjlugo and representatives of Casino Extreme,

We believe that the casino should pay Sanjlugo and implement the mentioned methods to prevent similar situations. It is crucial to us that the best casinos would not allow such situations to occur.

However, if the casino decides not to pay Sanjlugo due to a breach of terms, we cannot fully penalize the casino for their actions as they are following the terms.

Therefore, it is now the responsibility of the casino representative to determine the path they will take.

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.

Hello Matej,

Hello Sanjlugo,

I hope that you're well and safe.

Please note that we have once again reviewed Sanjlugo's account and we have come to a conclusion that given that the player already received a payout from the promotion, and in accordance with the presented Terms & Conditions at the time, that we are, unfortunately, not able to complete a second payout.

Although we understand the standpoint of Casino Guru and Sanjlugo, we believe that the Casino acted in accordance with the Terms & Conditions. We also believe that the player was at no point treated unfairly and that all payouts were processed instantly, as advertised.

We still do acknowledge the fact that the overall user experience would be improved with the suggested notification system and it is something that should be in place in the next few days.

The Casino would like to offer Sanjlugo a free bonus, as a sign of good faith and as a small token of appreciation, given that the player's grievance originates from over a year ago and wasn't handled in a timely fashion from our side.

We would like to thank you for your understanding, and we are looking forward to further collaboration.

Kind Regards,

Luke Newman

Casino Extreme Management

Hello, everyone, see, I don't know what the casino representative is referring to when he says that I received the corresponding payments. I have never received said payment. It is erroneous information and certainly the casino never responded. Ah, this complaint, therefore, there is no payment that has been made. made to my account as a result of this issue, now can you explain a little more about this bonus that you offer, does it have requirements, is it withdrawable at the time of receiving it, what is the amount? I also want to know the opinion of the representative, Mr. Matej, ah my thoughts are that the casino is manipulating things ah in your favor but since the winnings in question are quite something, thank you and everyone be well!

Dear Sanjlugo,

I understand that the casino has credited your account with $325.01, which is 15 times the bonus amount. Can you please confirm if you have received this amount and if you have made a withdrawal?

Thank you.

Hello everyone, I have not received that amount nor any other in relation to this complaint, that is why I am continuing with this complaint, a question, if the casino claims that I have already received said amount, why have I continued to interact with this complaint? ? I think they are only saying this to benefit and come away clean from this issue, what do you think, Mr. Matej? They are offering a certain bonus but they do not explain the rules either, oh yes, it is withdrawn at the time of crediting it. Thank you for supporting me on this issue. Please share your opinion, Mr. Matej and casino representative. Please provide an answer and more information.

Hello, everyone, I see that the casino representative is providing a transaction, I think there is a confusion, those winnings do not correspond, oh, they are in question, the total of those winnings were $330.44 and there is one more thing, that would have been the winnings in question, I wouldn't be wasting your time, I wouldn't have continued interacting with you, it's a matter of logic. Secondly, you haven't mentioned this for more than a year, do you want to explain why you haven't mentioned it? Mr. Matej I need your help to resolve this in the best way, can you please provide an agreement with the casino? I am willing to handle this situation in the best way and also as soon as possible, blessings to everyone!

Dear Sanjlugo,

The casino has paid you $325.1, which is 15 times the deposited amount. However, they are not willing to pay the remaining balance because they believe that they have not breached their terms, which is correct. We understand that this situation is common in many average or bad casinos, where winnings are capped multiple times. To prevent such situations in the future, the casino implemented a pop-up window, which we appreciate.

If you believe that you have not received the $325.1, could you please provide your wallet history? Unfortunately, we are unable to help you recover the capped money, so we will close this case as unresolved. (If you do not accept the bonus which casino offered ou, it can be considered as compensation in this case.)

Hello Mr. Matej, thank you for the information, I do not think I have access to that information, however I confirm the casino has not paid said amount, but it is okay not to continue with the complaint and can you give me information about the compensation bonus, is it withdrawable? Oh do you have gambling restrictions?

Dear Casino representative,

Could you please provide Sanjlugo with the details about the bonus you offered him as a gesture of goodwill?

The Casino would like to offer Sanjlugo a free bonus, as a sign of good faith and as a small token of appreciation, given that the player's grievance originates from over a year ago and wasn't handled in a timely fashion from our side.

Hello everyone, I confirm Mr. Matej, I am willing to accept the casino bonus but I think it should be quite generous since more than a year has passed waiting for a resolution, also from that to the amount of winnings that I have lost in case ah your lack of attention ah this case, I also believe that the bonus has to be withdrawn at the time of crediting it to my account, I also want to thank you for your collaboration in resolving my case God bless you.

Hi Sanjlugo,

I hope that all is well.

The Casino is willing to offer a $100.00 free chip with 25x playthrough requirements and a $500.00 cashout limit.

We sincerely hope that you find the offer suitable.

To claim the bonus, simply reach out to our Customer Service through Live chat or through e-mail, and our Agents will assist you.

Once again, thank you for your understanding and continued loyalty.

Kind Regards,

Luke Newman

Casino Extreme Management

Hello, yes I agree with the bonus, however I think it should be something withdrawable, not with restrictions, thank you and good afternoon

Dear Sanjlugo,

I know you want the best deal, but this decision is binary. If you accept the bonus as compensation, we'll close the complaint. If not, we can try to find another solution. If you've already accepted the bonus, you can't after that change the bonus parameters.

Well, then I want the interaction to continue to obtain a bonus that is withdrawable, I ask that at least the casino pay my winnings after the first deduction, which are $325.01 being withdrawable and not playable, thank you and my answer is no, I do not accept the bonus that the casino offers, I want my winnings I am an active player and at least two or three times a week I make a deposit, however if they do not respect my winnings I am afraid that I will no longer play for casino extreme since they do not pay the winnings and with tricks they are practically playing dirty, thank you all and blessings

Dear Casino representative,

Is it possible to offer the player a bonus with different parameters?

Dear Sanjlugo,

In this complaint, it is crucial to understand that the casino acted based on their terms. We penalize cases like this one, but with minimal value because this situation can be handled better. However, some cases are not black or white, and the correct solution is somewhere in the middle (like in this case). So please understand that for the casino, paying you the winnings is not an option either.

Hello Matej,

Hello Sanjlugo.

We trust that you are well.

We are once again providing information confirming that your original withdrawal request of $325.1 was processed and finalized on July 2022. You may see the screenshot and the link below.

https://blockchair.com/bitcoin/address/bc1qf0084p3k4kp3njafghgnus0a2h6r4cpgwk9xr7

We feel that it is crucial to confirm that the Casino did not deny the payout and that only the cashout limits were administered.

For this reason, the Casino cannot offer another payout of the same amount but will offer a $100.00 free chip.

Sanjlugo, please let us know if the offer is clear and please confirm that the payout was sent and if you have received it.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Extreme Management

Hello, everyone, I certainly received a payment, but do not want to confuse the jury, that payment is the result of other earnings and not the earnings in question and it was not $325.01, but $330.44, the same capture says so, so please do not insist that it was already paid, if that were the case, I would not be here and the casino would join me, I have made it known from the beginning of this complaint, the jury only hopes that they take into account what I say, the casino did not show such evidence from the beginning, now it wants to confuse it with other winnings I only ask for justice, since I have not been able to have it for more than a year, please take action in this case and give a prompt resolution since this is too long. Thanks and blessings

Dear Casino representative,

Based on Sanjlugo's recent post, it seems that he believes the 330USD winnings are unrelated to the 325USD winnings he is complaining about.

Could you please provide us with some history from that time so that we can investigate?

Thanks

Hello Matej,

Hello Sanjlugo,

I hope you're well.

The Transaction was successfully processed on Juky 3rd 2022. You may see the screenshot below that shows the desired cryptoaddress you have placed for your withdrawal request: bc1qf0084p3k4kp3njafghgnus0a2h6r4cpgwk9xr7

The blockchain link provided shows the same cryptoaddress with the matching date the transaction was confirmed on blockchain.

https://blockchair.com/bitcoin/address/bc1qf0084p3k4kp3njafghgnus0a2h6r4cpgwk9xr7

Please note that the difference in value is caused by the increase in Bitcoin value over the 15 months.

Please let me know if additional information is needed.

Kind Regards,

Luke Newman

Casino Brango Management

Hello ah everyone, as you can see in the final numbers they do not agree, you can see that my balance was $325.10 from there it never shows $0.00 as it usually does when there is an approved withdrawal however if it shows a new figure that was another deposit of $119.94, I will return Oh, point out, does the casino want to explain why it didn't mention before that it had already paid the reduced winnings of $325.10 from the beginning of this complaint? If they had paid at least this amount, I would not still be here after more than a year, just take this into account, gentlemen of the jury. Thank you for your support and collaboration in this very confusing case.

Dear Sanjlugo,

I reviewed the evidence from the casino and did not find anything wrong. Your balance was 0 after the withdrawal.

Hello Mr. Matej, see if I have already checked it too but please check again the emails that the casino sent me and I sent to you my balance fell to $0 because they eliminated all my winnings, not because they approved my withdrawal in the The emails that I sent you clearly say that my deposits were deleted, that same day I made another deposit and got new winnings and those winnings are the ones that the casino now shows, but they are not the same ones that are in question, Mr. Matej, please check again the emails there is the answer ah this whole mess the casino will continue fighting and refusing to pay but I think that since it is a somewhat high amount and they do not want to pay $1,309.10 it is not very little but I am no longer asking for that I am only asking for the already limited profits hopefully this It will be clarified as soon as possible since it has been a long time, thank you all and blessings...

Dear Sanjlugo,

The casino has already provided part of your activity log, but there is no deposit from that day.

Dear Casino representative, could you please provide a more comprehensive log, not just for that day, but the log where we could see the "bigger picture". If possible, also include Sanjlugo's deposit log.

Thank you.

Good morning Mr. Matej, excuse me for insisting on this but the answer is in the emails that the casino sent me rejecting my payment and eliminating my winnings, that is the reason why I am still here and I sent the evidence to you personally, I don't understand what's going on with the casino, I know it has high respect for its capabilities but for more than a year they ignored my case and did not provide the evidence that they now have, why did it have to take more than a year if they paid my winnings? Gentlemen of the jury, use logic and review the emails that I provided to Mr. Matej, I would not continue here losing and wasting your time, ah everyone, if the casino had paid me at least the limited winnings, blessings to everyone and thank you for your time and support.

Hello Matej and Sanjlugo,

I hope that you are well.

Please note that the full gameplay and balance report was sent to both of your private e-mail addresses.

The report shows every balance change from July 1st, 2022. up to July 5th, 2022.

Should any additional information be required, please let me know.

Kind Regards,

Luke Newman

Casino Extreme Management

Dear Sanjlugo,

After reviewing the logs, the payment you received is related to this complaint.

To sum up the case, if you accepted the casino bonus, we would consider this case resolved.

You have the option to decline the bonus, and if you choose to do so, we will close the case as unresolved. However, the casino will face minimal penalties as they acted in accordance with their terms and have already promised to implement changes to prevent this situation from occurring again.

Hello Mr. Matej, how did they manage to have conclusive evidence to prove that they paid me the reduced winnings, when I know that was not the case, I do not accept the bonus offered by the casino since it would not be something withdrawable, thank you for your help and finally I consider My case was not unfair, you can close the case if it is your decision, thank you! And blessings.

Dear Sanjlugo,

As I wrote before, the casino capped your winnings twice (without warning), which we consider very user-unfriendly and against our fair gambling codex. The casino, as a reaction to this complaint, decided to make sure that the situation couldn't happen again and promised to implement the solution that we proposed. Meanwhile, the casino representative offered you a bonus as compensation, which you refused.

Because of that, we will close this case as unresolved with the status: Against Fair Gambling Codex.

However, the penalization of the casino is reduced significantly because, technically, they followed their terms and conditions and were unaware of this problematic situation.

I am closing the complaint now. Each of the sides can reopen the case anytime in case they reach a mutual agreement.

Good morning Mr. Matej, I agree in advance thank you very much for your support and blessings to everyone!

Thanks for confirmation, I am closing the complaint.