Glorion Casino - Player’s winnings have been capped.

I had some points with the casino so I purchased $7.50 in bonus money. Well I turned that into $240 and as soon as the 30x was completed (to turn bonus money eh into real money) my balance instantly went to $30. I wasn’t spinning that much. They took no the wins back.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.

I have reviewed the Terms and Conditions of Glorion Casino, and this is what I found regarding purchases from the Shop:

1. In the Shop a player can exchange the current balance of Coins for Bonuses, Bonus Spins and Freebets on which are applied the following conditions:

1.1. Bonuses:

After exchanging Coins for the respective bonus, a player will have 10 days to meet the wagering requirements of 40x the bonus amount;

The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 15 CAD bonus will be 75 CAD;

The bonus is only valid in the Casino section. It can not be used in other verticals (Live Casino, Sports, Virtual Sports).

Could you please clarify whether there were any specific Bonus Terms attached to your 7.5 USD bonus purchase stating that the wagering requirement was 30x instead of the standard 40x mentioned in the Terms and Conditions, and that the maximum win was limited to 4x the initial bonus amount?

If possible, kindly send me a screenshot of the Bonus Terms attached to your specific bonus.

Have you contacted customer support to inquire about the win cap applied to your winnings?

Am I correct in understanding that your balance was adjusted automatically after you completed the wagering requirements of the bonus?

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

Dear Hawestyle,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hawestyle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika