The player from Mexico filed a complaint against EgoGames for the unjust cancellation of his withdrawals and the confiscation of 383 EUR. After receiving misleading information about withdrawal limits from support, he made a deposit, generated winnings, and requested a withdrawal, which the casino later rejected, claiming a lower limit. He sought help to recover his legitimate winnings. The complaint remained unresolved as the player ceased communication with the Complaints Team, who were therefore unable to proceed with further investigation or provide a solution, resulting in the closure of the complaint at that time.
EgoGames Casino - Player's withdrawal has been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €433
EgoGames Casino
Safety Index 8.3 HighCase summary
Discussion
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2 months ago
Translation
Confiscation of real balance earnings following misleading support information and compliance with terms.
Description of the events:
Hello, I am filing this formal complaint against EgoGames for the unjustified cancellation of my withdrawals and the confiscation of 383 EUR.
I wish to present my case based on the transparency and good faith with which I acted:
Prior consultation and good faith: While playing a free spins bonus, I reached a balance of 50 EUR. I stopped to consult with technical support about the maximum withdrawal limit (Max Cashout).
Misleading information from support: The Ria agent explicitly confirmed to me in writing that the limit for this bonus was €100 and instructed me to make a deposit to link my payment method. (Screenshot of the chat attached).
Following instructions: Under that promise, I played until I reached 100 EUR, stopped, and made a deposit of 10 EUR via ByBit Pay (02:08:16). I immediately requested the withdrawal of the 100 EUR bonus (02:14:17).
Winnings with Real Money: With my deposit already processed and the requested bonus withdrawal, I continued playing with the remaining balance because it required me to wager my deposit at least three times before I could withdraw it. I made a profit of +€358 (but only withdrew that amount).
Additional features in the game "Hottest 666"
Arbitrary confiscation: The Finance Department canceled both withdrawals, now claiming the limit was only €25. This is unacceptable, as the €358 was generated from the actual balance after the initial deposit was made.
Lack of support: When trying to clarify the contradiction between what Ria said and the financial decision, agent Anthony abruptly closed the chat and ignored my evidence.
Claims:
I demand the return of my legitimate winnings from my real money balance (358 EUR) plus the 75 EUR that the casino left in my account as an "exception". The total amount claimed is 433 EUR.
I request CasinoGuru's intervention, as the casino induced my deposit through false information and subsequently confiscated funds that were no longer legally subject to the no deposit bonus rules.
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Engelgmr,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with EgoGames Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
- 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 still displayed in the bonus 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
Petra
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2 months ago
TranslationDear Petra, thank you very much for your follow-up. To complement my previous message and provide you with greater technical clarity, I am detailing the following:
Support information and T&Cs: At no point was I informed that the bonus terms would continue to apply after the deposit. On the contrary, I contacted support (Ria) when I had €50 to act in good faith. She confirmed a €100 limit and instructed me to deposit to link my payment method. I acted on that official casino premise, which they are now violating.
Nature of the bonus (Wager 0): As I mentioned, the bonus was Wager 0 (no wagering requirements). This is crucial, because with no outstanding requirements, the balance technically becomes real money upon reaching the limit. Upon reaching €100, the bonus "contract" was supposed to end there after my qualifying deposit.
Balance split and origin: After depositing my €10, the system allowed me to split the funds: I requested a withdrawal of the €100 (released bonus) and continued playing with my €10 deposit (real money balance). Since my deposit was my own money, any winnings derived from it (the additional €358) should not be subject to no-deposit bonus limits, as the origin of the wagered funds changed to "real money."
Accuracy measure: I requested two separate withdrawals precisely to avoid any "sticky bonus" confusion or commingling of funds. The fact that the casino allowed these separate requests confirms that, at the time, the system recognized the funds as independent.
I am attaching again the screenshots of the balance panel and the transaction history where the exact chronology can be seen: Deposit -> Bonus Withdrawal -> Real Balance Profits -> Real Profits Withdrawal.
I'll be happy to answer any further questions. Thank you for your help.
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2 months ago
Hello Engelgmr,
Thank you for your reply and for providing the previous details.
- Have you ever made a successful withdrawal at this casino?
- Could you please share a link or a screenshot of the bonus you used?
- Additionally, do you have any further communication or evidence from the support chat aside from the attached screenshot?
You can send all relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.
Thank you again for your cooperation.
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2 months ago
TranslationHello Petra, I hope you are well.
I successfully withdrew the €75 that the casino allowed me as an "exception," quoting the words in their email.
I've attached screenshots of the email I received with the offer. Sorry if I'm sending it in 3 parts, but I only have my mobile phone at the moment.
In this case, it was the only successful contact I had with the chat; after that, they only indicated that it was the decision of their finance department and there was no other answer/solution. 
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2 months ago
TranslationHi Petra.
I'm sorry to bother you again with my request, but I believe this would support my case regarding decisions that administrators can deliberately make without relying on any terms or conditions that the user can consult/understand in order to apply for the benefits.
Today I received an email, just like the first one I received, offering 30 free spins with no wagering requirement. Wanting to give them a second chance and a vote of confidence, I went back to the live chat to claim the promotion. However, as in my case, it seems an administrator, without any solid grounds, can deny it, using vague excuses like "my activity on the platform." In general, I think a user who hasn't received effective answers and has had a negative experience wouldn't return to the same establishment, "hoping for a better experience (and don't take this the wrong way, but that's the expression) miraculously." At least, that's not the case for me. Fortunately, there are betting sites that are completely transparent and offer quality service. I've attached screenshots of the chat I had with the agent to support my story and, above all, to show that an administrator has the final say, bypassing their own rules or adding new ones without official backing.
Thank you for your attention and I wish you an excellent week and a nice end to the month.
Your servant, Ángel, awaits your response.
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2 months ago
Dear Engelgmr,
Thank you for your reply and for providing the previous details.
- Could you please provide your game and bonus history, if possible?
- Additionally, if you have any further evidence that may support your case, we kindly ask you to share it with us. You can either send the documents to petra.h@casino.guru or upload screenshots directly to the complaint thread.
Thank you again for your cooperation.
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1 month ago
Dear Engelgmr,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
