The player from Germany filed a complaint against HitMe casino regarding his inability to withdraw €950 in real money winnings due to an automatically activated €150 bonus. He claimed that the casino misled users by separately displaying real money and bonus amounts and argued that his winnings should be released without punitive wagering requirements. We asked for clarification about the bonus status and whether it was optional or automatically applied, and the complaint was later marked as resolved by the player. As a result, we closed the case as resolved.
HitMe Casino - Player’s withdrawal request has been denied.
Resolved
Our verdict
Case closed
Amount: €950
HitMe Casino
Safety Index 2.4 Very lowCase summary
Discussion
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3 weeks ago
Translation
Dear Complaints Team,
I hereby wish to file a complaint against the online casino HitMe.
Facts:
1. I made a second deposit of €200.
2. A bonus of €150 was automatically activated with this deposit.
3. I started the game and played exclusively with my deposited real money. According to the casino's policy (clause 1.4.1), real money is used first.
4. After wagering approximately €50 of my real money, I made a profit. My total balance thus increased to €1,100.
5. In the user interface of my account, the balance is clearly and transparently displayed separately: €950 Real Money and €150 Bonus.
6. I never touched or used the bonus money itself.
The problem:
When I tried to withdraw my €950 real money winnings and cancel the unused bonus, I was told this wasn't possible. Instead, the casino is demanding that I first meet a wagering requirement of €14,000. Alternatively, if I cancel the bonus, all winnings earned with real money will be forfeited along with the bonus funds.
Reasons for the complaint:
Misleading Account Management (UI): The casino explicitly displays a strict separation between "Real Money" and "Bonus" in the user account. This justifiably gives the player the impression that real money is managed independently.
Unfair practice with automatic activation: The bonus was assigned automatically. It cannot be in the interest of fair gaming that deposited real money and resulting winnings are completely blocked by an automatically added bonus, even though the bonus balance has not even been touched.
I therefore request that the casino cancel the unused bonus of €150 and release my legitimate real money winnings of €950 for payment.
Best regards
Automatic translation:
Public
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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 issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Could you please clarify what the current status of your balance is? Are you still unable to withdraw your winnings because the bonus cannot be canceled, or has the casino already removed the winnings from your account after you attempted to cancel the bonus?
- Were you aware that a bonus had been activated on your deposit before you started playing?
- Was the bonus optional, or was it automatically credited without any possibility to decline it before depositing or playing?
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
Attila
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3 weeks ago
TranslationI have €950 real credit and €150 bonus credit.
See attached screenshot.
I can't withdraw anything because I first have to cancel the bonus (which I never used). When I try to do that, the system tells me that €750 of my real money balance will also be canceled.
I made two deposits via crypto. I deliberately used the bonus on the first deposit.
I then simply sent the second deposit of €200 to the same crypto wallet.
The second bonus was then activated automatically. I didn't have to activate it.
Since my balance was separate between Real Money (€200 deposit) and Bonus Money (€150 bonus), I didn't object, as I thought I would only play with my real money anyway and the bonus was just an 'extra'.
At no point was it apparent that real money and bonus money were linked for the wager.
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2 weeks ago
TranslationI cancelled the bonus and requested a real money withdrawal of €480. I hope it will be processed quickly.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear gandhi1988,
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,
Attila
