Coincasino.com - Player's withdrawals have been confiscated.

First of all, I would like to clarify that this complaint is not intended to dispute the winnings obtained from the Free Spins bonus. My sole objective is to recover the amounts won with real money, which had already been earned and were already in the process of being withdrawn even before the bonus was activated.

On the day in question, I made a deposit of approximately R$ 701.00 and began playing using only my real money balance. After a few bets, I made a profit and requested a withdrawal of R$ 3,000.00. Later, I decided to cancel that withdrawal to continue playing.

I continued betting exclusively with my real money, increased my winnings, and then requested two new withdrawals: one in the amount of R$ 3,500.00 at 11:59 a.m., and another in the amount of R$ 3,290.00 at 12:25 p.m. After these requests, my balance was practically zero, since the entire available amount had already been set aside for withdrawal.

Only after these two withdrawals were already pending, at 12:26 p.m., did I activate a promotional bonus of 100 Free Spins on the game Bonsai Gold 2: Age of Prosperity. With this bonus, I won R$ 2,058.42.

After finishing the bonus, I took a break for lunch. I did not request a withdrawal of the R$ 2,058.42 because I intended to continue playing later. However, when I returned to the platform, I found that both withdrawal requests had been canceled and that virtually my entire account balance had been confiscated. CoinCasino’s transaction history shows a deduction of R$ 8,848.42 at 2:55 p.m., an amount far greater than the R$ 2,058.42 earned from the bonus.

Later, I received an email from CoinCasino stating that I had exceeded the maximum allowed bet limit during the bonus period and that, for this reason, the bonus winnings had been voided.

However, CoinCasino itself states in the email:

"The winnings associated with the bonus were initially voided in accordance with our Bonus Terms and Conditions."

In other words, the justification provided by the company itself is that only the winnings associated with the bonus would be voided.

This is precisely where the problem lies.

CoinCasino did not just confiscate the R$ 2,058.42 from the bonus. It also canceled my two withdrawal requests for R$ 3,500.00 and R$ 3,290.00—amounts earned before the bonus was activated, exclusively from bets placed using my own real money.

The withdrawal requests were already in place when the bonus began. This means that these amounts cannot be considered "bonus-related winnings," as they had already been earned and set aside for withdrawal even before the promotion began.

Even if CoinCasino believes there was a violation of the Bonus Terms, this alleged violation occurred while using the bonus, not during bets placed earlier with real money.

To my understanding, no clause in the Bonus Terms can be interpreted in a way that authorizes the confiscation of legitimate winnings obtained with real money prior to the activation of the promotion. An interpretation to that effect would allow any operator to use a violation occurring in connection with a bonus to appropriate funds that have no relation to it, which I consider incompatible with the basic principles of good faith, proportionality, and transparency.

If CoinCasino believes that the amounts of R$ 3,500.00 and R$ 3,290.00 also originated from the bonus, I request that it provide a detailed calculation, bet by bet and transaction by transaction, showing exactly how it reached that conclusion. To date, no technical or financial explanation has been provided to justify the cancellation of these withdrawals.

To facilitate the review of this complaint, I am attaching three documents that document the entire chronology of events:

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Hello,

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.

• Could you please provide the exact timeline of the Free Spins bonus, including when it was activated, completed, and when the bonus winnings were credited? If possible, please attach a screenshot of your bonus history.
• Did the casino explain why your pending withdrawals were canceled, or did it only state that the bonus winnings were voided?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Are you aware of having breached the max bet rule?

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,

Attila