CasinOK Casino - Player faces withdrawal issues due to unclear bonus terms.

I registered on the site, made a deposit, received a bonus, my entire balance became a bonus and was equal to about 2,200 euros. I started playing, and when I played the bonus, my balance was equal to about 17,000 euros. Then I played without a bonus on the site for another 2 weeks, made different bets, played different slots. On 07/19/2025, my balance was equal to about 52,000 euros. I decided to withdraw funds, verified my account, created a withdrawal request, and 43,000 euros were written off from my balance, they wrote that the maximum withdrawal from the bonus is x5. When I registered on the site, this condition was not. In the description of my bonus in my personal account, there is no such item. I will provide any screenshots.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casinok Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share the exact bonus you have taken, please?
• Do you have an access to your account, please? Can you access your game history and forward it to my email katarina.d@casino.guru?
• Could you also share the communication between you and casino support regarding this matter? Kindly forward it to my email.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, my bonus was 100% on the deposit. I made a deposit of 1000 euros, and they gave me a bonus of 1000 euros. But the entire balance of 2000 euros became a bonus. I made a wager of 2000 x 35. I am attaching a screenshot of the bonus conditions, where there is no clause about the maximum win being limited to x5. This casino does not save the chat history, I cannot copy it. I also have 597 pages of bets I made. I am attaching a screenshot of what you are asking for to your email.

Hello,

thank you for your reply and your email.

Could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello, this site does not save the chat history, so I can’t download it for you.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Levon911 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinok Casino for their help in resolving this complaint. We would like to know what we can do to help resolve this issue.

Thank you!

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 Levon.

When you registered and received the welcome bonus, your balance was converted into bonus funds, which came with certain conditions, one of them being a maximum withdrawal cap of 5x the bonus amount.

This rule is part of our general bonus terms, which apply to all promotions unless explicitly stated otherwise. However, we understand from your message that this condition may not have been clearly visible in your personal account or within the bonus description itself, and that’s something we take seriously.

We’re currently reviewing how bonus conditions are displayed to ensure they are always fully transparent before play begins.

We also noted that you continued to play for two weeks after completing the bonus, which makes the situation more complex. That said, our system logs show that a significant portion of the €52,000 balance was directly linked to gameplay using the original bonus funds, which is why the 5x cap was applied during the withdrawal process.

We absolutely understand how this can feel unfair, especially when the interface or bonus page did not clearly display this limit. We never intend to surprise our players with unexpected rules, and if there was a communication gap here, we sincerely regret it.

We’d be happy to take another look. If you can share the screenshots you mentioned, especially the bonus description in your account or any evidence showing the absence of the x5 rule, we’ll re-open the case with our team to ensure everything was handled correctly and fairly.

Our goal is always to be as transparent and responsible as possible, and we’re open to finding a solution if something wasn’t displayed clearly on our side.

Thank you again for your patience and for bringing this to our attention. We’re here to help.

When I played the bonus, I continued to play slots and risk money. I played with this money as my own, not bonus money. I was lucky in the slots, and I was deprived of my winnings. I am attaching a screenshot of the rules of this bonus, where there is no clause about the x5 limit.

Thank you for providing additional information and the screenshots of the bonus rules. We’ve reviewed them carefully, along with your gameplay history.

We fully understand your position and how it may feel that you were playing entirely with real-money funds after completing the bonus. However, our system keeps detailed logs of each wagering session, including the origin of funds (bonus or cash) used for each spin or bet.

In your case, the review showed that a substantial portion of the winnings, including those gained after the wagering requirement was completed, originated from gameplay directly connected to the original bonus balance. This is why the maximum withdrawal rule of x5 was applied in line with our general bonus policy, which is published in the [Bonus Terms & Conditions] section and applies to all promotions unless stated otherwise.

That said, we acknowledge your screenshot shows the specific bonus description did not explicitly include the x5 withdrawal clause. We take this seriously, as it’s our responsibility to ensure all promotional terms are clear and visible before you start playing. We are currently reviewing how these conditions are displayed in your personal account to avoid any similar misunderstandings in the future.

While we must follow our bonus policy as per our licensing obligations, we also value fairness and transparency. If you would like, we can arrange for a full independent audit of your gameplay records by our compliance team to confirm exactly when and how your winnings were generated.

We appreciate your patience and hope this clarifies our position. Please let us know if you’d like to proceed with the gameplay audit or if you have further questions.

Yes, you need to conduct an audit, and I really hope that you will return all my winnings to me. I also wanted to know the opinion of CasinoGuru.

Thank you to both parties for the update. We would like to see the result of the audit as well, before we make any conclusions regarding your case Levon911.

Dear Casinok Casino representative, please keep us informed about the ongoing investigation. I will set a longer timer for your response as I believe this will take a substantial amount of time. Thank you for your investigation!

We have carefully reviewed this case and would like to clarify the situation. The bonus used was subject to specific conditions, including a maximum withdrawal limit of 5x the bonus amount. These terms are clearly stated both on the promotion page under Bonus Conditions and in the general Terms & Conditions of the casino.

As the winnings in question were generated from bonus funds, we were obliged to apply these rules and deduct the excess amount. All actions taken were in accordance with our published terms, which are accessible to all players prior to claiming any promotion.

We always encourage players to review the bonus conditions before playing to avoid any misunderstandings.

Thank you for your explanation Casinok Casino representative. While I understand there may be limitations when it comes to enforcing bonus winnings caps after the wagering is finished, there should be other ways of informing the player that the funds are not released to prevent situations like these. As the player was not informed about the situation and continued to play with the funds, it created a trap where any amount they would win would be capped. We consider this to be unfair and against the spirit of fair gambling. Let me know if we can come to any compromise in this matter, or otherwise we will be forced to close the complaint as unresolved due to your actions being Against our Fair Gambling Codex.

Thank you in advance for your reconsideration!

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 Levon911, I was in contact with the casino representative, and the casino has offered an additional 1500$ as a goodwill gesture. Let me know if you would be inclined to accept this offer. Thank you in advance for your consideration!

Dear Levon911, unfortunately, we weren't able to reach a compromise with the casino representative. As we consider the casino's actions to be against our Fair Gambling Codex we will close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear Levon911, after internal discussion with the team and the casino representative, we have reopened the complaint for reinvestigation. I want to ask you if you could please clarify where you found the following bonus terms on the casino website:

Additionally, were you provided any promo emails or similar advertisements of this bonus to your email? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

First, replying on your question, about where I found this rules on casino website. My answer is, I found it on site, and like I understand I can do it right now. I will make video, how I can see this rules. So, may be if you need I can send this video. I already recorded this video. Where you can clearly see that rules was like on my screenshots.

Second. Even though the casino claims the bonus is a maximum of x5, after wagering the bonus, my balance increased from €17,000 to €52,000. So why were the winnings written off if I played already with real balance (AFTER I'D COMPLETED THE WAGER)?

Third. As far as I understand, the casino last offered $10,000 as a settlement. But this can only be interpreted as an unwillingness to pay out the full winnings, obtained through fair play. I'm very worried about this. Although I still agree to receive half of full amount (like I answered to casino guru agent via email), even though I think it's unfair to me as a player and gambler, but better to receive 1/2 then 0! I'm disappointed in this casino. But I hope we can reach a resolution to this complaint, and I hope players don't end up in the same situation I did. It's true hell.

Also, I already sent video and screenshot via email. Thanks

Based on our internal records and archived versions of the Terms & Conditions, the 5× maximum withdrawal limit was clearly stated both in the general website terms and in the specific bonus terms at the time the player accepted the promotion.

Once the bonus was activated, the balance was treated as bonus funds, and the bonus-related restrictions applied accordingly - including the maximum withdrawal cap of 5× the bonus amount.

The player’s claim that the 5× rule was not included in the bonus terms is false and does not correspond to the documented conditions that were publicly available and active during the promotion. We can provide the archived excerpts of the applicable Terms & Conditions upon request, but the fact remains: this limitation was publicly displayed and part of the valid bonus rules.

Thank you to both parties for the update. We are currently reviewing the data internally with the team, so I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Levon911, After careful discussion with the team, we have decided to reject the complaint based on the following findings:

At the time the bonus was activated, the applicable bonus terms clearly included a maximum win cap of 5x. Although this rule was no longer displayed in the Bonus tab after activation, we have already raised this discrepancy with the casino. Nevertheless, at the moment of bonus activation, you were informed of and agreed to the win cap conditions.

Furthermore, we have reviewed your gameplay in detail and determined that, had the winnings been capped in accordance with the stated terms, you would not have been able to accumulate the winnings achieved. As your balance fell below the capped amount during gameplay, this resulted in an unfair advantage being gained.

For the reasons outlined above, we will proceed to reject this complaint.

Thank you for your understanding.

Kind regards,

Peter