The player from Turkey had won a progressive Grand Jackpot of 178,471.28 TRY at Casitap Casino but had her winnings deducted after meeting the wagering requirement. She reached out to customer support for an explanation, only to receive a denial the following day, which she believed was illegal. She sought assistance in resolving this issue and recovering her full winnings. We reviewed the case and found that the jackpot had been won while the 300% welcome bonus was active, and the bonus terms had restricted jackpot games during bonus wagering. The casino had applied the maximum win limit instead of a full confiscation, which aligned with standard industry practice. Therefore, the complaint was closed as unjustified.
CasiTap Casino - Player's Grand Jackpot winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: TL 178,421
CasiTap Casino
Safety Index 7.3 Fresh casinoCase summary
Discussion
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1 month ago
Translation
Hello! I encountered a flagrant violation by Casitap Casino (casitap47.com). On May 15, 2026, I won the progressive GRAND JACKPOT of 178,471.28 TRY on the EGT Digital slot "40 Lucky King Extreme Bell Link." The game was played with an active 300% welcome bonus. To collect my winnings, I continued playing and fully met the huge 40x wagering requirement (for a total of 118,080 TRY). However, the moment I successfully met the wagering requirement, the casino system automatically deducted my entire jackpot, leaving only the 8,856 TRY limit on my balance. I immediately stopped playing without placing any more bets and contacted customer support, demanding an explanation for the Grand Jackpot balance being deducted. They opened a ticket for me, but the next day I received a final denial in my email. I consider the casino's actions to be completely illegal. I would like to emphasize that this is a progressive network-based Grand Jackpot—it is generated from the EGT Digital provider's own pool, not the casino's own funds. Such winnings are not, by default, included in the standard restrictions and limits (Max Win) of the site's regular bonuses. The casino has no right to appropriate the provider's funds. I have honestly fulfilled the entire, enormous wagering requirement. I ask the team to help me resolve this situation and force the casino to pay out the Grand Jackpot in full. I have attached screenshots of all wagering requirements and support emails.
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1 month ago
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1 month ago
Dear Ayashka,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. To better understand the situation and to assist you effectively, please provide some additional details.
Please provide the dates of the following events:
- date of account registration
- date when you activate the welcome bonus
- date when you complete the wagering requirement for the welcome bonus
Do I understand correctly that you used bonus money to wager in the jackpot?
Please post the email that you received after you asked for an explanation why the jackpot winnings were confiscated. Or send the email to jean.s@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution. I hope we will be able to help you resolve this issue.
Best regards,
Jean
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1 month ago
Hello Jean,
The account registration date was: 12.05.2026
The welcome bonus was activated on: 15.06.2026
The wagering requirements for the welcome bonus were completed on the same day.
I used a welcome bonus, however there was no clearly stated restriction regarding jackpot winnings while using the bonus. I also completed all wagering requirements before the winnings were confiscated.
The casino confiscated my jackpot winnings afterwards, which I believe is unfair.
I am attaching screenshots and the email/conversation from the casino.
Casino website: casitap47.com
License number: ALSI-202506006-FI1
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4 weeks ago
Dear Ayashka,
Thank you for your cooperation throughout the complaint process. After reviewing all information and the applicable bonus terms, we must inform you that we cannot uphold your complaint.
You confirmed that the jackpot win occurred while the 300% welcome bonus was active. According to the bonus terms, jackpot games are restricted during bonus wagering. CasiTap | Bonus Rules | CasiTap
3.3 Only bets placed on qualifying games will contribute towards the wagering requirement. Game contributions are as follows:
Slots: 100%, excluding jackpots, Video Poker, and certain restricted slot games listed in clause 7. Red Tiger, Amusnet, 3 Oaks, and EGT slot games contribute 50% towards the wagering requirement.
Live Casino, Blackjack, and Crash Games: 10%.
In standard circumstances, any winnings generated in restricted games would be fully voided. In this case, the casino did not enforce a full confiscation and instead applied only the maximum win limit associated with the bonus. Given that the jackpot was won with bonus funds, the application of the bonus max-win rule is consistent with standard industry practice.
For this reason, we will close this complaint as unjustified.
Thank you for your understanding.
Best regards,
Jean
