Casino Lab - Player's account balance is partially confiscated.

Hello,

I played the welcome bonus on casinolab.com. I deposited 150e for a 100% bonus. I received 150e real money and 150e bonus money in my account. When I had completed the wagering, my balance was 3584.75e. When the bonus was released, my balance dropped to 1500e (10x deposit). After that, I played two more spins with a 5e bet. So 2084.75euro disappeared from the balance without any reason.

After this, I looked carefully at the casino's welcome bonus terms and conditions. The terms and conditions do NOT mention that the 10x max bonus waiver applies to the country Finland.

I think that the casino's welcome bonus terms and conditions do not say that there is a max 10x bonus release. I specifically checked before taking the bonus that there is no max withdrawal limit. And that's how it was, even though the bonus terms and conditions do not say that the 10x max bonus release also applies to Finland. It only mentions Thailand, Brazil, Chile and Peru.

I want the casino to return the missing balance that belongs to me to my gaming account and let me withdraw it.

I have been waiting for a response from the casino and have demanded that they return the lost funds back to the account.

I notified the casino by email immediately after the incident. They have now been investigating the matter for over a week and I have not been able to find any clarity on the matter. They have however responded to my emails, but there has been no progress on the matter and it feels like they are deliberately prolonging the process so that I get tired and give up on the matter.

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Hello,

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

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

• Do you have access to your player's account? Can you log in?
• Have you confronted the casino with their inconsistent application of the bonus terms and conditions in your case? Have you received any response?
• 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,

I can access my account normally and they have already paid out 500e of the winnings.

I have contacted them via email regarding this. They asked for evidence of the inconsistency of the bonus terms and I provided them with the documents. They have since investigated the matter but have made no progress.

I will deliver by email.

Dear Kala33,

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,

Tomas

Hello Kala33,

My name is Michal, and I have taken over this complaint.

After reviewing the case, I would just like to clarify one point. Are you stating that at the time you claimed the Welcome Bonus – First Deposit Bonus, the rules currently being referenced by the casino were not mentioned or available in the bonus terms and conditions?

Hello,

yes these bonus terms were not visible. Now it even has salmon 17 and item 18, which was not visible at the time of deposit. Here is a screenshot of the bonus terms that I looked at immediately after the bonus was released. There is no mention of the 10x max bonus release.

They have revised their own terms and conditions after they noticed that there were inconsistencies. Here are the original terms and conditions that were visible to me when I made a deposit.

The screenshots were taken from an Apple device and have time stamps on them as to when the pictures were taken. They have changed their terms.

So to answer your question more precisely: Yes, the current bonus terms that you shared in your screenshots were not visible at the time of deposit.

Now I also went to look at the English bonus terms and conditions. They have also changed. The original screenshots I sent you do not contain the same terms as the current bonus terms and conditions. Here is proof of one point that has changed

April 29, 2026:

May 11, 2026:

Here is the same text presented in a different section and slightly edited. They have edited the terms after I played so that they would not have to pay the withdrawn funds.

Dear Kala33,

Thank you for the clarification. I will now contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Casino Lab Team,

While I understand that discrepancies between different language versions of bonus terms may occasionally occur, it remains the responsibility of the casino to ensure the accuracy, consistency, and transparency of the information provided to players.

As the casino offers a Finnish language version of its website and Terms and Conditions, and the player accessed, registered, and accepted those Finnish-language terms, it would not appear consistent with fair and transparent practices to enforce restrictions that were not clearly disclosed within that version.

In particular, the maximum win/withdrawal limit associated with bonus gameplay represents a material bonus condition that could reasonably influence a player’s decision whether to participate in the promotion at all. Had this condition been clearly communicated in the applicable language version, the player may have chosen not to engage with the promotion or to play elsewhere.

Furthermore, the retroactive application of rules or conditions that were not properly disclosed in advance is not something we can reasonably support from a fairness and consumer protection standpoint.

Based on the information and evidence currently available, the capping of the player’s winnings — which appear to have been obtained through otherwise legitimate gameplay — does not presently seem sufficiently justified, particularly given the apparent lack of transparent prior disclosure.

I would therefore kindly ask you to reconsider the matter and cooperate with us in seeking a fair and reasonable resolution that would be acceptable to both parties.

Should there be any additional relevant details, evidence, or circumstances that cannot be shared publicly, you are welcome to provide them directly to me at michal.k@casino.guru for an independent and confidential assessment.

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.