GojiCasino - Player's winnings have been unfairly capped.

Dear Casino Guru Team,

I am writing to submit a formal complaint against GojiCasino because I cannot use the complaint form on your website due to a technical text-input error.

The casino has unfairly confiscated my legitimate total winnings of 2,508,632.42 HUF by retroactively applying a €100 maximum cashout limit from a morning bonus. However, my screenshot evidence clearly proves that the casino's justification is completely false:

1. Morning Bonus Settled: My "Store - 20 Free Spins" bonus was fully completed, and the final balance adjustments were officially settled by the casino's system in the morning at 09:07:22 and 09:47:17.

2. Afternoon Real-Money Play: I hit the massive 1,700,400.00 HUF win much later in the afternoon, at 14:25 and 14:26 on the slot "Striking Diamond XXL", which pushed my total balance up to 2,508,632.42 HUF.

3. No Active Bonus: During this afternoon session, I was wagering with my own deposited real money using a very high bet of 5,200.00 HUF per spin. My balance was completely separate from the promotion that had ended hours prior.

GojiCasino is violating fair gaming practices by retroactively merging my real-money afternoon winnings with a long-expired morning bonus just to avoid paying out a large sum.

I have attached all the necessary screenshot evidence showing the exact timestamps, transaction history, and game session details. I kindly ask for your assistance in investigating this matter and helping me recover my rightful winnings.

Thank you for your time and help.

Sincerely,

J. B.

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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.

• Did you make a new deposit after completing the "Store – 20 Free Spins" bonus and before your afternoon gameplay on 26 September? If so, please specify the amount and time, and send me the transaction history showing this deposit.
• Was your balance already reduced to the bonus’s maximum cashout when you completed its wagering requirements? Please explain what the morning balance adjustments represent and send me your bonus history showing the wagering completion.
• Could you please send me the terms of this promotion, particularly the maximum cashout rule and any wording explaining whether it continued to apply after wagering was completed?

Please send the supporting records to me at veronika.f@casino.guru.

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