HollyWin Casino - Player's winnings have been confiscated.

Hollywin casino stole $19,100 from me citing an irrelevant $0,25 free spin bonus.

Hi,

I won $20,300 CAD at Hollywin Casino on fully verified real-money bets. Support initially confirmed I could withdraw the full amount after a long process of verifying my ID and phone number.

Later, my withdrawals were cancelled and my balance was reduced to $1,200 CAD. $19,100 was gone.

Their explanation: My winnings were capped to $1200 because I was profiting of a "Level 10 free spins" promotion.

The facts:

• During my session, I received $0.25 free spins as part of their VIP progression system.
• These free spins generated only a negligible amount (pennies).
• My $20,300 CAD winnings came entirely from real-money play, including $500 CAD bonus-buy spins, on completely different slot than the one tied to the free spins.
• Additionally, when playing with bonus funds, there is a bet limit of $10. The fact that I was placing $500 CAD spins clearly indicates I was not playing with bonus funds.

I also want to clarify that I never claimed any deposit bonus or wagering bonus (no match bonus, no promo code, nothing).

Terms & Conditions concern:

• Hollywin’s T&C state that maximum win limits apply to bonus winnings.
• In my case, the casino appears to be applying these restrictions to winnings generated from real-money bets, which does not align with how these rules are described.

I have attached a detailed PDF which includes:

• Screenshots of my large wins
• Proof of bet sizes
• Chat history with support
• Withdrawals being cancelled
• Relevant T&C excerpts

I have also contacted their DPO to obtain my full betting history, as I'm 99% sure the "Level 10 free spins" have been played after my winnings were already generated.

At this point, support is refusing to further discuss the situation and maintains that the decision is final and that it's their policy.

I would greatly appreciate Casino Guru reviewing this case and assisting in clarifying whether the bonus rules were correctly applied.

Thank you very much,

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HollyWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify what your balance was at the time you launched the game Aloha Elvis from bGaming?
• Did the casino specify what the 1200 CAD represents? Could you please specify how much you deposited to the casino at that time?

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

Hi Tomas,

Thank you for taking the time to help me.

I also sent you an email with a PDF file with screenshots and details on my playing history

1. When playing the "Level 10 free spin" mentionned by the casino. My balance was around 0 because my $20,300 had been in pending withdrawal for 23 hours.

2. They didn't explain much. Just that I was capped at $1200 because I was on an active bonus. When I ask them to explain they kept saying that their already did explain or that it's their policy. They are treating these $0.25 cents free spin as if I was on some sort of deposit bonus. In the PDF I sent you via email I have screenshots of chat logs with the casino support.

Thank you for taking the time

Guillaume

I had deposited $585 in total.

After re-reading my conversation with their support chat. It seems like starting the Level 10 free spins flagged my account as having active bonus balance. Even tho I started playing them 23 hours after withdrawal.

Hello guillaumegamache,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good no problem

Thanks for your patience.

Would you be able to forward the .csv file you refer to in your PDF summary of the situation?

Send it to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

No problem, I just sent it to you.

Dear guillaumegamache,

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, Kubo (jakub.m@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 guillaumegamache,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from HollyWin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear HollyWin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello,

Thank you for your time and attention to this case.

Dear Kubo, we have shared a detailed explanation via email, including the relevant timeline and supporting information. We kindly ask you to review it at your convenience, and if anything remains unclear, we are happy to stay in touch and provide further clarification.

Dear HollyWin Casino,

Thank you for your response and for providing further clarification regarding this matter.

Dear guillaumegamache,

Considering the complexity of this case, I kindly ask for your continued patience as we take the necessary time to thoroughly examine and discuss the matter internally with our team.

Thank you for your understanding.

Thank you for the update. I appreciate the time being taken to fully review the case and all the transaction details.

Please let me know if anything else is needed from my side.

Dear guillaumegamache,

Thank you for your ongoing participation and your continued patience. Further information is not required at this juncture.

Dear HollyWin Casino,

I have responded to your message with additional inquiries and am currently awaiting your reply.

Thank you for your continued cooperation.

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 Kubo,

Thank you for your message.

We have replied to your email and provided additional clarification regarding the points raised. We remain available should any further information be required from our side.

Hello guillaumegamache,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear guillaumegamache,

I would like to let you know that our communication with the casino regarding your case is still ongoing.

I also sincerely apologize for the delays. Please rest assured that we are working diligently on this complaint and making every effort to review all relevant factors properly, so that nothing important is missed before we move forward.

Any updates will be shared with you as soon as possible.

Thank you for your patience and understanding.

Hi,

Do not worry about the delay. Thank you again for helping me out.

Dear Kubo,

Thank you for your continued cooperation and for taking the time to review the information provided.

We have responded to your latest questions by email and provided additional clarification regarding our position on the matter.

We will await your feedback and remain available should any further information be required.

Dear guillaumegamache,

Thank you for your continued patience while we continue reviewing the case.

I have now assessed the casino’s latest explanation together with the available supporting data. At this stage, I understand your position and see several points that support your side of the complaint.

In particular, it is not fully clear to us why the casino first allowed the CAD 1,200 withdrawal to proceed, but later relied on the same Level 4 Free Spins limitation to restrict the rest of your winnings. We also consider it important that you do not appear to have been clearly informed that the same limitation would continue to apply to the remaining balance and any later gameplay.

For these reasons, we are not yet convinced that the winnings were fairly limited to CAD 1,200. We will ask the casino to reconsider its position or provide stronger evidence supporting its decision.

The complaint will remain open while we wait for the casino’s further response.

Dear Kubo,

Thank you for your thorough analysis of the case. I appreciate the time you and your team have taken to review all the evidence.

I'm pleased that you identified the same key concerns I have raised from the beginning, particularly regarding the inconsistent application of the Level 4 Free Spins limitation and the fact that I was never clearly informed that such a limitation would continue to apply to my remaining balance and subsequent gameplay.

On top of that, the casino told me it was the Level 10 Free Spins who limited my balance, which have been played 23 hours after initializing my withdrawal.

@HollyWin Casino, in light of these findings, I respectfully ask that you reconsider your position and proceed with the payment of the remaining CAD 19,100.

Thank you.

Hello Kubo,

Thank you for your update.

We have replied by email and continued our discussion regarding this case. We will await your further assessment and remain available should any additional information be required from our side.

Dear guillaumegamache,

I would like to summarize the outcome of the complaint resolution process.

The casino’s position is that your winnings originated from a bonus/free spins promotion subject to a maximum cash-out limit. According to the casino, this limit continued to apply until the funds were actually withdrawn, meaning that even after the wagering requirements were met, the remaining balance was still considered subject to the original maximum withdrawal restriction. The casino also emphasized that allowing you to withdraw CAD 1,200 instead of the originally lower maximum amount was a goodwill gesture made in your favour.

We acknowledge that the casino did make a goodwill gesture by allowing a higher maximum withdrawal than the strict bonus limit would normally allow. This was also taken into consideration in our final assessment.

However, we do not agree with the way the casino handled the situation overall. In our view, once the casino allowed the CAD 1,200 withdrawal to remain pending and did not clearly inform you that these funds still had to be withdrawn and must not be returned to gameplay, you had a reasonable basis to believe that the funds accepted for withdrawal were valid, withdrawable, and no longer restricted in the way later claimed by the casino.

The casino did not apply the cap when the withdrawal was requested, did not apply it when the withdrawal was later cancelled, and did not clearly warn you that continuing to play could result in the same bonus maximum cash-out limit being applied again later. The restriction was applied only after you achieved significantly higher winnings and requested a new withdrawal. We consider this unfair.

Unfortunately, despite repeated requests, the casino refused to reconsider its decision and maintained its original position.

For this reason, we are unable to resolve the complaint in your favour directly, and the complaint must be closed as unresolved.

Please note that if the casino decides to change its position in the future, the complaint can be reopened, and you will be notified by email.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo