The player from Germany files a complaint against HitMe casino regarding his inability to withdraw €950 in real money winnings due to an automatically activated €150 bonus. He claims that the casino misleads users by separately displaying real money and bonus amounts and argues that his winnings should be released without punitive wagering requirements.
HitMe Casino - Player’s withdrawal request has been denied.
Opened
Current status
Waiting for Casino Guru to reply
6d 22h 54m 5s
HitMe Casino
Safety Index 2.4 Very lowCase summary
Discussion
Public
Public
13 hours 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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1 hour 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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1 hour 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
