CryptoBoss Casino - Player’s winnings have been confiscated.

Greetings to the arbitration team. I am filing this complaint because I have encountered a serious violation of Fair Play principles by Crypto Boss Casino. The casino confiscated 1,382,557.59 rubles from my balance, citing a Max Cashout bonus limit. However, the technical logs of my account prove that the debit was illegal—from my real funds—one day after the bonus program was closed.

The essence of the incident:

On October 1, 2026, I fully wagered the VIP Cash Bonus no deposit bonus (the wagering requirement of x15 was fully met). The bonus received the official system status "wagered."

According to gambling industry regulations, when a bonus becomes wagered, the system is required to automatically limit the balance to the Max Cashout limit (200,000 RUB) and write off any excess. However, the casino software malfunctioned. The balance was not reduced.

Instead, the casino system completely converted my balance to pure real money: the "Blocked by Bonuses" column now showed "0.00 RUB." The entire amount became available for withdrawal.

The main technical argument (VIP progress and lifting of restrictions):

I didn't withdraw my funds immediately, but continued playing. The casino claims that "the bonus limit applies to the entire account." This is a lie and a technical misrepresentation. The casino software identified my subsequent bets as 100% real money, which is confirmed by the following facts:

I was completely freed from any restrictions on providers and betting limits that apply when the bonus is active.

My VIP status and betting turnover began to grow rapidly. As you know, bets from the bonus balance never count toward the loyalty progress bar. The fact that the system awarded me VIP points for each subsequent bet directly proves that the bonus cycle had ended, and I was playing with my own cleared funds.

This was a new gaming session, with full financial risk for me. If I'd lost this money, the casino wouldn't have refunded it. But I won and increased my balance to 1.58 million rubles.

Illegal confiscation:

Having realized the error in their software, the casino's financial department performed a Confiscation System operation in the amount of -1,382,557.59 RUB only on October 2, 2026, at 01:23 - that is, after more than 15 hours of active play on a real balance.

The casino is not allowed to fix software bugs using a client's winnings. If the software recognizes the money as real, removes restrictions, and awards VIP points, the winnings belong to the player.

Requirements:

I request the arbitration team to request session logs from Crypto Boss Casino. I demand that the casino return the confiscated 1,382,557.59 rubles, as they were won during a legitimate real-money gaming session without any active bonuses in the account.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• At approximately what time did you complete the bonus wagering requirements, and what was your balance immediately afterwards? If you have a screenshot showing your balance at that point, please send it to me.
• Could you please forward the casino’s explanation for the confiscation, including any bonus terms they referred to, to veronika.f@casino.guru?
• Did you make any deposits between completing the wagering requirements and the confiscation? If so, please specify the amounts and approximate times.

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

Best regards

Veronika

I send to veronika.f@casino.guru

Hello yanisovets,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the information provided. Could you please clarify the following?

• After requesting withdrawals totalling 130,000 RUB, did you lose the remaining 20,000 RUB entirely before cancelling those withdrawals? What was your available balance immediately before you cancelled them?
• When you accepted the bonus, were you informed that the 200,000 RUB maximum cashout would continue to apply after completing the wagering requirements until a withdrawal was successfully processed? If so, please forward the relevant terms or notification to veronika.f@casino.guru and include complaint number 235068.

Thank you for your cooperation.