Cristal Poker Casino - Player’s winnings are confiscated due to bonus cap.

Complaint title:

Cristal Poker confiscated ~1500 USDT of my real-money winnings due to a 60 USDT manual bonus – unfair application of 5x cap

Complaint text:

Dear Casino.guru Complaints Team,

I am writing to report an unfair confiscation of approximately 1500 USDT of my real-money winnings at Cristal Poker (cristalpoker.com).

My situation in short:

On March 22, 2026 I made several deposits during the day. My balance was relatively small before the last deposit.

On the last deposit of 200 USDT I personally requested a 30% deposit bonus (60 USDT) through Live Support chat. No promo code was used.

The support agent saw my balance at that moment, granted the bonus immediately, but did not mention any withdrawal limits, 5x cap, or point 10.1.3 b) of the Bonus Terms.

Had I known about the strict rule that any balance above 5× the bonus (300 USDT) would be forfeited upon withdrawal request, I would never have asked for or activated this bonus.

After receiving the bonus I continued playing with real money. On March 25, 2026 my total balance reached 1800 USDT (the vast majority came from my deposits and real-money winnings). When I requested a withdrawal of 600 USDT, the casino:

canceled the request,

manually reduced my balance to 300 USDT,

and forfeited the remaining ~1500 USDT according to clause 10.1.3 b).

I have attached:

Screenshots of balance history from March 21–22 (showing low balance before the bonus),

Screenshot from March 25 (showing the manual adjustment to 300 USDT),

Full email correspondence with Finance Team (including their final refusal and confirmation that there are now no active bonuses or limitations on the 300 USDT).

This feels extremely unfair. I lost 1500 USDT on completely flat ground — winnings generated mostly from my own deposits before and after the small manual bonus, simply because I asked for a bonus in live chat without being warned about the hidden cap.

I have been a loyal player with total deposits well over 2000 USDT. I fully understand that rules must be followed, but in this case the bonus was granted manually without proper disclosure, and the casino applied the cap to my entire real-money balance.

I kindly ask Casino.guru to investigate this case and help me recover at least part of the confiscated amount (or the full real-money winnings).

Thank you in advance for your help.

Best regards,

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Dear Freeman55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

10.1.3 a)Cashback, cash reward, money reward or any other form of received cashback have a maximum withdrawal limit of 50 EUR, or equivalent in other currency, and are wager FREE. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Maximum withdrawal limit applies when winnings were generated with the help of no deposit bonus or when winnings from no deposit bonus are part of players real balance. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Could you please confirm whether this bonus has been requested by you, or automatically added by the casino? If possible could you please attach your whole conversation with the customer support?

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila