Fireball Casino - Player’s winnings have been unfairly restricted.

I am submitting a complaint regarding Fireball Casino and the limitation of my winnings from a bonus.

I purchased a bonus at Fireball Casino and, while playing with this bonus, I won approximately PLN 15,000.

Fireball Casino subsequently limited my winnings and paid me approximately PLN 8,000, withholding approximately PLN 7,000.

The casino justified this limitation by stating that the maximum winnings from this bonus were EUR 2,000.

However, there was no EUR 2,000 maximum winnings limit stated in the bonus terms available to me before I played. I also checked Fireball Casino's general bonus terms and general terms and conditions, and I could not find any provision stating that the maximum winnings from this bonus were EUR 2,000.

I contacted Fireball Casino's customer support and specifically asked where this EUR 2,000 limit came from. The representative confirmed in writing that the limit was not visible in the terms available to me and stated that it came from the casino's internal bonus system settings.

The representative also stated that the lack of information about this limit had been reported so that it could be added to the terms and made clear to future players.

Despite acknowledging that the EUR 2,000 limit was not visible in the applicable terms, Fireball Casino refused to change the settlement of my winnings and stated that the decision was final.

My complaint is therefore about the application of an undisclosed maximum winnings restriction. The restriction was not disclosed to me before I purchased and played the bonus and, according to the casino's own representative, existed only as an internal system setting.

I am asking Casino Guru to review my case and determine whether Fireball Casino was entitled to withhold approximately PLN 7,000 from my winnings based on a EUR 2,000 limit that was not disclosed in the terms available to me.

I can provide screenshots of the bonus terms, the relevant general terms and conditions, my game and winning history, and the complete conversation with Fireball support, including the representative's confirmation that the EUR 2,000 limit was not visible in the terms.

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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 the situation.

• Could you please send me a link or screenshot of the bonus you activated and played with?
• Were your winnings capped automatically by the casino’s system immediately after you completed the bonus wagering requirements, or were they capped only after you submitted your withdrawal request?
• Have you made any successful withdrawals from this casino before?
• Can you see your balance divided into real-money and bonus balances, or is your total balance displayed as a single amount?

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

Best regards,

Veronika

Hello, I am sending you the bonus terms and conditions.

I answer as follows

Winnings were automatically capped once the wagering requirement was met.

This is how I managed to withdraw my winnings from the casino earlier.

There is a single amount of 2000 euros

Hello, will I get an answer?

Dear Lineczkaa

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, Martin (martin.l@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,

Veronika

Dear Lineczkaa,

Thank you for providing the requested information. I am Martin, and I will be taking care of your complaint from now on.

I would now like to invite the Fireball Casino representative to join this discussion.

Dear casino representative,

could you please check the case and explain the matter to us? We believe a restriction affecting the player’s winnings should be clearly disclosed before the bonus is accepted and played.

Could you review the case and either arrange payment of the remaining winnings or provide the exact version of the terms available to the player before activation, showing where the €2,000 limit was disclosed?

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

No answers, I've been asking for a week, I've been sending emails, they haven't answered my questions, they're cowards and frauds

Dear Lineczkaa,

I can confirm I have managed to get in touch with a casino representative. We are currently waiting for some clarifications, we should get another update in the coming days.

I have now been waiting for a response for the third week, and in my opinion, this is clearly a deliberate attempt by the casino to delay the matter. Despite Casino Guru managing to contact the casino’s representative, I still have not received any substantive response to the issue raised.