The player from Germany encountered a withdrawal issue at Golazzo Casino, where his request for a €650 payout was denied due to an alleged failure to meet bonus wagering requirements. He asserted that he had only requested the withdrawal after playing with his own funds, and he sought clarification and proof from the casino regarding the timing of his withdrawal, the composition of his balance, and the specifics of any violations. We asked for clarification about the bonus, balance split, wagering progress, and any forfeiture warnings, but he did not reply to our messages or reminder. As a result, we were unable to continue the investigation and the complaint was closed due to lack of response.
Golazzo Casino - Player's withdrawal is delayed by bonus issues.
Closed
Our verdict
Player stopped responding
Amount: €650
Golazzo Casino
Safety Index 7.3 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello Casino Guru Team,
I need help with a problem at Golazzo Casino.
I activated a bonus and then played with my own real money balance. During the game, my real money balance increased to €650.
I then requested a payment of €650.
The casino is now refusing the payout, claiming I requested it before the bonus wagering requirements were met. Consequently, the bonus and allegedly all resulting winnings were declared invalid. Only my original deposit was refunded.
The problem: According to my actual gameplay, the balance at the time of withdrawal consisted of my real money balance. I only requested the withdrawal after playing with my own money and increasing the balance to €650.
I have repeatedly requested that the casino provide me with the complete game and transaction history and specifically prove that I requested the withdrawal before fulfilling the wagering requirements. I have not yet received such proof.
The casino simply replied in essence:
"The player can request a withdrawal of their deposit before the bonus wagering requirements are met. In this case, the bonus amount and any resulting winnings are void."
So they claim that this rule applies to my case, but they have not provided me with any concrete proof of the timing of my payout in relation to my fulfilled sales target.
In addition, the casino generally refers to possible "irregular activities" or violations of the terms and conditions, without telling me what specific violation I am supposed to have committed.
What I want from Casino Guru
I ask Casino Guru to investigate the case and request that the casino provide a comprehensible explanation:
When exactly I requested the payment of €650.
How much bonus turnover had already been fulfilled at that point.
What specific sales requirement applied to my bonus?
How my balance of €650 was composed at that time.
On what specific basis were the entire €650 treated as invalid bonus winnings?
What specific rule violation or "irregular activity" is the casino accusing me of?
I am prepared to provide screenshots of the payout, my account balance, correspondence with the casino, and the bonus terms and conditions as proof.
In my opinion, €650 were wrongly withheld from me, even though I had requested payment from my available real money balance.
I therefore ask Casino Guru for assistance in clarifying this matter and to request that the casino provide a comprehensible statement of my gaming account.
Automatic translation:
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3 weeks ago
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Stay safe.
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3 weeks ago
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.
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- Could you please clarify whether you see your account balance divided into real-money and bonus-money balances?
- When you activated the bonus, was your entire balance shown as "bonus money", or was your deposited amount shown separately?
- How much of the wagering requirement had you completed before you decided to cancel the bonus?
- Did you see any pop-up notifications or warnings informing you that your entire balance would be forfeited if you cancelled the bonus before meeting the wagering requirement?
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
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2 weeks ago
Dear Felix2401,
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 week 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,
Veronika
Casino.Guru
