Impressario Casino - Player's withdrawal is delayed due to bonus violations.

I made a $25 deposit and claimed the welcome bonus at Impressario Casino. I played normally, and after some time, I managed to win a total of $230.

However, when I tried to withdraw this amount, my withdrawal was rejected. The casino claimed I violated the bonus terms by:

- Placing a $40 bet (while the max allowed bet was 5 EUR)

- Playing a restricted game (Rise of Olympus)

But the platform did not warn me or prevent me from making that bet or playing the game. There were no restrictions or alerts in the interface. As a player, I expected the system to block any action that violates the bonus rules – like in any fair and modern casino.

I contacted support. Olivia confirmed the $40 bet and the restricted game. Andy later acknowledged the issue but simply said the terms are on the website and I should have asked support beforehand.

This is misleading. Players should not be punished for actions that the platform itself allows without warning. I believe this behavior is predatory and unjust.

I have screenshots of:

- The email rejecting my withdrawal

- Support chats with Olivia and Andy confirming the reasons

I request that my winnings of $230 be reinstated or that fair compensation is offered.

Thank you.

Dear greador,

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

I checked the bonus T&Cs and I found this:

 When wagering the Welcome Bonus, please note that there is a maximum bet limit of EUR 5 (or its equivalent in any other currency). This limit applies to all bets, including those that double after a game round has ended, as well as bonus rounds acquired within the game.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected]. If there is any other relevant communication between you and the casino, please send it as well.

Regarding the restricted game you have played, we think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Did the casino inform you which game was restricted? If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Katarina

Hello Katarina,

Thank you for your response regarding my complaint against Impressario Casino.

To answer your questions:

1. I was not warned by the software or any notification when accessing the restricted game "Rise of Olympus". There were no pop-ups, blocks, or alerts.  

2. The casino did not notify me in advance that this game was restricted. They only informed me after voiding my winnings.

3. This was my first redeemed bonus at Impressario Casino.

I have sent all requested evidence to Katarina via email at [email protected]. This includes:

- Screenshots of the support chats where agents admitted the system allowed the actions without any warning;

- Screenshot of the final refusal from the casino;

- Link to the bonus I used.

The game history is not easily accessible in their system, but I was told the reason for voiding my winnings was a $40 bet and playing "Rise of Olympus".

I kindly ask you to consider that:

- The software allowed me to access and play a supposedly restricted game without any warning

- The bonus terms were not enforced at a technical level, which is misleading

- I played in good faith, assuming the system would prevent restricted activity

Please let me know if you need any more information.

Kind regards,  

Martin  

******@gmail.com

Dear greador,

thank you for your reply and for your emails.

• Do I understand correctly that you placed only one $40 wager, or has it happened multiple times, please?
• If it occurred only once, have you received any winnings out of this bet, please?
• Could you kindly forward the full game history, please? My email is [email protected].

Please understand, that buying a bonus feature is very often considered a wager, although it would be the best to see the game history.

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you for your response.

Yes, I confirm that the $40 was a single feature buy (bonus purchase) on the game Wild West Gold Blazing Bounty, not a regular spin. This action was performed using funds from the welcome bonus, as stated in the casino’s reply. However, I would like to clarify a few important points:

It was not a regular wager of $40, but rather a bonus buy (scatter purchase). I’ve attached a screenshot clearly showing this.

The game history shows the bonus purchase occurred at 22:11 UTC, not 19:11 UTC as claimed by the support agent. This misreporting of time raises concerns about the accuracy of their review.

Yes, I did receive winnings from this purchase — $32.70, which the casino then confiscated citing a breach of the €5 max bet rule. However, this purchase was made through the game’s own interface, and I was not warned or prevented from doing so by the platform. As you mentioned in your previous email, ideally such bets should be blocked or players should be warned — none of that happened.

Unfortunately, the game history section of their website does not allow full downloads and spans nearly 190 pages. I am sending the most relevant screenshot showing the purchase.

Please let me know if there is anything else I can do to support the case.

Best regards,

Martin (*********)

Dear greador,

thank you for your reply and patience.

Following a comprehensive review of your case and internal discussions, we have determined that purchasing a bonus feature, which subsequently led to a win, is a violation of the bonus terms and conditions. The casino's bonus terms and conditions specifically address the use of bonus features.

2.4.6. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example, Money Train at EUR 1 stake, the bonus buy is 80x (EUR 80) so the bet size for this round would be EUR 80.

Therefore, we must reject your complaint as unjustified. We regret this outcome. Please do not hesitate to contact us if you encounter unfair treatment at this or another casino in the future. We are here to help.

All the best,

Katarina