Corgibet Casino - Player's winnings have been denied due to bonus confusion.

A bonus was automatically applied to my deposit. I did not actively opt in, confirm, or manually activate any bonus.

The casino stated that real money is always used first and that bonus funds only come into play after the real balance is depleted.

During my final wager of €10, I still had €3 of real money remaining, which the casino has explicitly confirmed in writing. Because the bet exceeded the real balance, the system automatically mixed real money (€3) with bonus funds (€7).

I was not given any warning or choice before placing this mixed wager.

Despite the confirmed use of real money, the casino classified 100% of the resulting winnings (€1400) as bonus winnings and applied a withdrawal cap.

I requested either the full payout, as the wager would not have been placed without real funds being involved, or at minimum the proportional payout corresponding to the real-money portion of the bet, but the casino refused to address the proportional calculation and closed the complaint by only citing generic bonus terms.

I believe this practice is unfair and misleading due to the automatic activation of the bonus, the automatic mixing of funds, and the lack of transparency regarding how real-money wagers are treated.

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Dear Ivanlillo11,

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 advise how was the bonus activated?
• Have you tried contacting customer support to opt out from the promotion?
• Could you please confirm whether the winnings are still in your account, or have they been lost during the wagering process?

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 G.

El bono se activo automaticamente al realizar los depositos, yo no active ningun bono en ningun deposito de los 1000€ que ingrese, cuando tenia 1500€ aproximadamente de ganancias, se convirtio en 100€ que son los que me comentan de parte de corgibet que el bono era la parte de los ultimos 20€ apostados en los que en la ultima apuesta que tuve gran ganancia era de 10€ de la cual en parte era dinero real y dinero del bono, segun me comentan, pero se convierte el total de dinero en dinero del bono cuando sigo jugando y se libera, se queda en 100€.

Creo que mezclar dinero real con dinero del bono es injusto y no creo que sea legal que absolutamente todo el dinero se convierta en bono.

Muchas gracias.

Dear Ivanlillo11, thank you for your response.

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings displayed in the bonus balance?

If possible, could you please attach a screenshot showing your account balance?

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 G.

Thank you for your follow-up. I will answer your questions as clearly as possible:

1. Balance structure

Yes, the casino account shows separate balances for real money and bonus money.

2. Balance used during continued play

After the disputed win, the balance was classified as bonus balance, not as withdrawable real money. Although the winnings were generated from a wager that the casino has confirmed included real money, the winnings were displayed in the bonus balance, subject to wagering requirements and a maximum withdrawal cap.

I did not have the option to withdraw the winnings at that stage, as they were not marked as "withdrawable" or "real money."

3. Evidence

I am attaching the available screenshots showing my account balance, which demonstrate how the balance was displayed after the win. Unfortunately, I do not have screenshots showing the balance split at every exact moment, but the casino has confirmed in writing that real money was used in the decisive wager.

I would also like to add that after I raised this dispute, the casino unilaterally closed my account and declared the matter "resolved," despite the financial issue remaining unresolved.

If needed, I can provide screenshots of all email correspondence with the casino to support this timeline and the statements made by their representatives.

Dear Ivanlillo11, thank you for your response.

To clarify, do I understand correctly that you were not aware that a bonus has been automatically activated upon making the deposits?

Additionally, could you please forward your communication with the casino? You can reach me via email at attila.g@casino.guru, or attach screenshots here.

Thank you for your patience and cooperation.

I have just sent the full email correspondence with the casino to your email address as requested.

Dear Atila,

Yes, that is correct. I was not aware that a bonus had been automatically activated when I made my deposits. I did not manually opt in, confirm, or intentionally accept any bonus at any stage during the deposit process.

At the time, I believed I was playing exclusively with my deposited real funds. The automatic application of the bonus was not clearly communicated to me, and I only became aware of its impact after my winnings were restricted.

Thank you for your assistance

Dear Ivanlillo11,

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, Stefan (stefan.m@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,

Attila

Dear Ivanlillo11,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Corgibet Casino to join this conversation and assist in addressing the complaint.

Dear Corgibet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Ivanlillo11,

After a thorough review of your account history, we can confirm that you played using your bonus balance. We want to clarify that when using a bonus, players utilize their real money first. This means that as long as you have real money in your account, the bonus funds will not be wagered, and any winnings generated during this time will be credited as real money. Once your real money is depleted, the bonus funds will then come into play.

Additionally, as per the terms and conditions you accepted upon registration, bonuses have a maximum possible winnings limit that a player can receive after wagering the bonus. If, at the time of fulfilling the bonus wagering requirements, the bonus balance exceeds the maximum winning amount, then the player will receive the maximum winning amount in their real balance.

We would like to make it clear that bonuses and promotions are offered as a gesture of goodwill to enhance our players' gaming experience. However, they are not obligations, and you are always free to choose whether to accept them. If you do not agree with the bonus terms, you can cancel them when they are issued or activate the "deny bonuses" option in your account settings.

Dear Stefan,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

Corgibet Casino

Quisiera aclarar toda la situación de forma completa y cronológica para evitar malentendidos:

1) El bono se activó automáticamente al realizar los depósitos. En ningún momento acepté manualmente ningún bono ni promoción, ni fui consciente de que existiera un bono activo en mi cuenta. Tampoco fui informado de forma clara en el momento del depósito.

2) Según el propio casino ha confirmado por escrito en varias ocasiones, cuando existe dinero real en la cuenta, este se utiliza primero y las ganancias generadas mientras haya saldo real deben acreditarse como dinero real.

3) La apuesta clave fue de 10 €. En el momento exacto de realizar esa apuesta, mi saldo incluía 3 € de dinero real disponible. Adjunto una captura de pantalla que muestra claramente ese saldo en ese momento.

4) Posteriormente, el casino indicó que esa apuesta utilizó una parte de dinero real y una parte de dinero del bono, y que por ese motivo todas las ganancias se acreditaron como saldo de bono. Considero que esto supone una mezcla automática de dinero real y dinero de bono que yo no activé conscientemente.

5) Como consecuencia de lo anterior, tras seguir jugando y "liberar" el bono, un saldo que había llegado a aproximadamente 1.500–1.700 € fue reducido automáticamente a 100 €, aplicando el límite máximo de ganancias del bono.

6) Mi reclamación no es únicamente sobre el bono, sino sobre el hecho de que se haya convertido la totalidad de las ganancias en dinero de bono, pese a que la propia política del casino establece que el dinero real se usa primero. Como mínimo, solicito que se reconozca la parte proporcional correspondiente al dinero real utilizado en la apuesta.

7) Tras esta disputa, el casino dio el caso por cerrado unilateralmente y cerró mi cuenta. Puedo aportar capturas de todos los correos electrónicos intercambiados con el casino si es necesario.

Considero que convertir la totalidad de las ganancias en saldo de bono en una apuesta donde existía dinero real disponible es injusto y contradictorio con la explicación proporcionada por el propio casino.

La apuesta en concreto donde supuestamente se mezclan es la de la captura.

Dear Corgibet Casino Team,

Thank you for your response and for the additional information sent via email.

After reviewing the player’s detailed explanation, there appears to be a key point of dispute regarding the specific €10 bet (referred to by the player as the "capture bet"), where the balance reportedly consisted of €3 in real money at the time the wager was placed.

According to your general explanation, real money is used first, and winnings generated while real funds are available should be credited as real money. However, the player states that this particular bet was treated as a mixed wager (real + bonus), resulting in all subsequent winnings being converted into bonus balance and later reduced to the maximum bonus winnings limit.

To properly assess the situation and ensure a fair and transparent review, we kindly ask you to provide:

1. The full game log covering the relevant gaming session, including:
2. The exact breakdown of balances (real vs. bonus) before and after the €10 bet in question.
3. A clear indication of how the system allocated the wager (real/bonus proportions).
4. Confirmation of how the winnings from that specific bet were categorized.
5. The timestamped transaction history showing when the real balance was depleted and when bonus funds began to be used.
6. Clarification as to whether your system automatically combines real and bonus funds within a single wager, and if so, under what exact conditions.

This information will allow us to objectively determine whether the winnings were handled in accordance with your stated bonus mechanics and Terms and Conditions.

We appreciate your cooperation and look forward to your response.

Dear Stefan,

We have provided the requested information via email.

Best regards,

Corgibet Casino

Dear Corgibet Casino,

Thank you for your response and for providing the evidence. We will require additional time to thoroughly review the materials and will get back to you at our earliest convenience.

Your patience is greatly appreciated.

Dear Corgibet Casino,

Thank you for your response and detailed explanation. I have responded to your email and will be awaiting your reply.

Dear Stefan,

We have sent you an email with the requested information.

Best regards,

Corgibet Casino

Hello Ivanlillo11,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ivanlillo11,

I hope this message finds you well.

After thoroughly reviewing all the evidence provided, we have come to the conclusion that the casino acted in accordance with its terms and conditions. The €10 bet in question was classified as a mixed bet, and therefore the resulting winnings are considered bonus winnings.

As per the applicable bonus terms, the maximum winnings are limited to five times the claimed bonus amount, and this cap has been correctly applied by the casino in this case.

Due to the above reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru