The player from Germany successfully completed the wagering requirements for a welcome bonus and requested a withdrawal of her €440 winnings, which was marked as “COMPLETED” in the casino’s transaction history. However, the casino canceled her winnings, retaining only her initial €50 deposit, citing an “administrative decision” without providing a valid explanation. We reviewed the casino’s account and gameplay records and found that the promotional Free Spins had been used, the wagering requirement was still unfinished, and the bonus had been canceled before the withdrawal was requested. Because the bonus-cancellation rule had been applied in line with the available records, we rejected the complaint and could not ask the casino to pay the €440.
Godz Casino - Player's winnings have been confiscated.
Unjustified complaint
Amount: €440
Godz Casino
Safety Index 4.7 LowCase summary
Translation
I made a deposit of €50 and claimed the 150% welcome bonus. I fully and correctly fulfilled the required wagering requirements of €2,000. Afterwards, my balance was correctly converted into real money by the system. I then requested a withdrawal of the entire winnings of €440 to my Revolut account.
In the casino's transaction history, this withdrawal (transaction number: 8954261) is even listed with the green status "COMPLETED". However, the casino refuses to transfer the money. Instead, my winnings of €390 have been completely canceled. Only my original €50 deposit remains in my player account.
According to the bonus terms and conditions, there is no maximum winnings limit for this welcome bonus. Customer service in the live chat refused to provide any concrete explanation and blocked the payout under the pretext of an "administrative decision," without providing any evidence of a rule violation. Since I have demonstrably not violated any rules, I demand the payout of my legally earned winnings of €440.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Godz Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Have you made sure to complete the wagering requirements of the bonus? Is the status of your bonus wagering complete, to your knowledge?
- Which bonus have you activated on your account?
- Any further information can be sent to my email at tomas@casino.guru, and screenshots can be posted here.
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,
Tomas
TranslationDear Mr. Tomas,
Thank you so much for opening my case and for your support. I'll gladly answer your questions about...
Facts:
Do you have access to your player account? Can you log in?
Yes, I still have full access to my player account and can log in without any problems. My account was also fully and successfully verified before the withdrawal request (see screenshot "Account verified" in the attachment).
Have you ensured that you have met the bonus wagering requirements? Are you aware that the bonus wagering requirements have been fully met?
Yes, I read the bonus terms and conditions very carefully beforehand, as I had a similar experience at another casino. I explicitly fulfilled these conditions after making the deposit. The system then automatically and correctly converted the balance into withdrawable real money. Furthermore, the system officially marked my withdrawal of €440.00 as "COMPLETED" this afternoon (3:45 PM) with transaction number 8954261 (see attachment). A system will not successfully complete a withdrawal if wagering requirements are still outstanding.
Which bonus have you activated in your account?
This was the 150% welcome bonus for my very first deposit (registered on July 30, 2026). I deposited €50.00 and played with the bonus money. According to the casino's official bonus terms and conditions, which I even received via promotional email (see attachment), there is no maximum win or withdrawal limit (Max Win Cap) for players from Germany. Nevertheless, the casino canceled my legitimate winnings of €440.00, falsely accused me of premature bonus cancellation via email, and in the live chat simply referred to an unfounded "administrative decision" (see chat screenshot attached). They only left my €50.00 deposit in my account.
I will send you all the screenshots again via email. These support my statement. I sincerely hope that the casino can be persuaded to release my €440.00.
Best regards,
NOROELLE
Dear NOROELLE,
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, Samuel (samuel.s@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,
Tomas
Dear NOROELLE,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Godz Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Godz Casino,
Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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.
Dear NOROELLE,
I have made another attempt to contact Godz Casino regarding your complaint, but I have not received a response so far.
I am therefore extending the timer by another 7 days to give the casino one more opportunity to participate and provide its explanation.
I will update you as soon as I have any further information.
Thank you for your patience.
Hello everyone,
Dear NOROELLE,
thank you for your patience.
I have now received a response from Godz Casino regarding your complaint. I will send them a follow-up email with additional questions based on their response and will continue the investigation from there.
In the meantime, could you please confirm the email address you use for your Godz Casino account, or provide any other non-sensitive information that could help the casino identify your account?
Thank you for your cooperation.
TranslationHello Samuel,
Thank you very much for the feedback.
I hereby confirm that the email address used for my Godz Casino account is:
Sent via email
Thank you for further reviewing my complaint.
Kind regards
Noroelle
Hello NOROELLE,
Thank you for update.
At the moment, I unfortunately do not have any new information or update from the casino. I have already followed up with them regarding the additional questions, and I am still waiting for their response.
I will let you know as soon as I receive any further information from the casino.
Thank you for your patience.
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.
Hello everyone,
Dear NOROELLE,
I have received an email from the casino with some additional information regarding the case. I’ll review it in the coming days and let you know how we can proceed further.
Thank you for your patience.
Hello everyone,
Dear NOROELLE,
Godz Casino has provided some additional details regarding the case.
According to the casino, you used both the 100 Free Spins and the 200% deposit bonus, while the wagering requirements had only reached 18.43%. The casino states that you then canceled both active promotional components in order to proceed with a withdrawal.
They explained that, before canceling an active bonus, you were shown a confirmation stating that the bonus funds and all winnings accumulated during the bonus period would be voided. According to the casino, the remaining eligible deposit funds were returned to you, while the bonus and related winnings were voided in accordance with the Bonus Terms & Conditions.
Since you still have access to your account, could you please send me your Bonus History and Gameplay/Bet History by email at samuel.s@casino.guru? This would help me review the activity in more detail.
Thank you for your cooperation and patience.
TranslationHello Samuel,
Thank you for your message. I tried to access the bonus and game/betting history you requested in your Godz account. Unfortunately, I can no longer access the history for July/August. I can't reset the time period, and a separate bonus history isn't displayed either. Therefore, I've attached a screenshot.
I would like to clarify the process from my perspective:
I deliberately activated the welcome bonus and played with it. To my knowledge, I fully met the required wagering requirements. Afterwards, I wanted to make a withdrawal.
I did not use the additional free spins. I only cancelled them in connection with the withdrawal, or rather, at the casino's instruction. I assumed that this cancellation only applied to the remaining, unused bonus offers and not to any winnings already earned with the welcome bonus.
At that point, my account showed that the wagering requirements had been met and the amount was available as real money. Subsequently, a withdrawal of €440, transaction number 8954261, was requested and displayed in my account as "COMPLETED".
It was all the more surprising to me that the winnings were later cancelled and I was left with only my original deposit of €50.
Godz's current claim that I used both 100 free spins and a 200% deposit bonus, and only fulfilled 18.43% of the wagering requirements, is not verifiable based on my account balance at the time. In particular, I did not use the free spins.
Since I can no longer access the old bonus and game history myself, I would be very grateful if you could check, using the original data stored at Godz, which bonus was actually activated, what turnover was achieved with it, and when and for what reason the free spins were cancelled.
Thank you very much for your further review and your support.
Best regards
Noroelle 
TranslationI would like to explicitly clarify one point here, because for me there is a significant contradiction:
A payout would not have been possible at all if the wagering requirements for the bonus had not yet been met. That's precisely why I find it incomprehensible how the payout could initially be displayed as "withdrawal complete" if it is now subsequently claimed that the requirements were not met.
Furthermore, I am now suddenly being accused of only having met 18.43% of the sales requirements. How can these two figures be reconciled?
If the sales conditions had not actually been fully met, then, in my understanding, the payout should not have been confirmed as completed in the first place.
I therefore request a concrete and comprehensible explanation:
How could a payout be displayed as "completed" if, according to your current explanation, the required turnover conditions were allegedly not met?
This contradiction is incomprehensible to me and should be clarified by you using the specific game and transaction data.
TranslationA small correction to my previous message:
I noticed upon rereading that I made a typo in the bonus information. It was a 200% welcome bonus, not a 150% bonus.
This, of course, does not change my original account or my criticism of the contradictory calculation of the payment. I simply want to correct the information so that the facts are presented completely accurately.
Hello everyone,
Thank you for the additional clarification, NOROELLE.
I have taken note of the points you raised, particularly the discrepancy between the claimed 18.43% wagering progress and the withdrawal being displayed as "COMPLETED".
I would like to wait for the casino’s account records before making any conclusion. I contacted Godz Casino by email on September 24 and requested further information and evidence regarding the bonus activity, gameplay, wagering progress, cancellation of the bonuses, the funds that were voided, and the withdrawal in question.
I specifically asked the casino to provide the Bonus History and Gameplay/Bet History, as well as evidence showing the confirmation message presented before the bonus cancellation and the consequences explained to the player.
Dear Godz Casino,
Please note that you have an email from me dated September 24 requesting the above information and evidence.
Once I receive the requested documentation, I will review it together with the information provided by NOROELLE and assess the case based on the available records.
Thank you both for your cooperation and patience.
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.
Hello everyone,
Dear NOROELLE,
I have received an email from Godz Casino with additional information regarding your case. I will review the information and evidence provided and get back to you once I have assessed everything.
Thank you for your patience and understanding.
Dear NOROELLE,
I have now completed a detailed review of the additional account, balance, and gameplay records provided by Godz Casino. Unfortunately, based on the evidence available, I cannot conclude that the disputed €440 was legitimately withdrawable at the time the withdrawal was requested.
The casino's records show that the promotional Free Spins were used and that winnings from those Free Spins were credited to your bonus balance. The records also show that the wagering requirement connected to the active promotions had not been completed. At the time the promotional components were cancelled, a substantial amount of wagering was still outstanding.
More specifically, the account history shows that the Free Spins generated €7.31, which was released into the bonus balance. The account then continued to be played while the wagering requirement remained active. According to the casino's balance-flow records, approximately €4,574.76 of the wagering requirement was still outstanding shortly before the promotional components were cancelled.
The records then show that the active bonus components were cancelled first. Only after the cancellation was the €440 withdrawal requested. This sequence is important because cancelling an active bonus before completing its wagering requirement also cancels the bonus balance and the winnings generated while the bonus conditions are still active.
I have also considered your screenshot showing the withdrawal as "completed." I understand why this caused confusion and why you believed the withdrawal had already been successfully processed. However, the casino's subsequent account records show that the withdrawal was later cancelled and that the funds were not actually paid out to you. Therefore, the "completed" status shown in the account interface does not establish that the wagering requirement had been completed or that the €440 had become an unrestricted withdrawable balance.
The casino's records further show that €390 in bonus-related winnings was removed following the cancellation, while the original €50 deposit remained available on the account. This is consistent with the casino's explanation that the promotional winnings were voided because the bonus was cancelled before the wagering requirement was completed.
I also reviewed your statement that the Free Spins were not used and that the wagering requirement had already been completed. Unfortunately, the detailed account history provided by the casino directly contradicts both points. The Free Spins activity is recorded in the balance history, and the remaining wagering requirement is also shown before the bonus cancellation.
For these reasons, I consider the casino's application of the bonus-cancellation rule to be sufficiently supported by the available evidence. I therefore cannot ask Godz Casino to pay the disputed €440, and I will have to reject this complaint.
I understand that the way the withdrawal status was displayed may have been misleading and frustrating, but this does not change the underlying bonus status shown in the account records.
Thank you for your cooperation and patience while I investigated the case.
Best regards,
Samuel
