The player from the Netherlands had attempted to withdraw €1850 on 12/10/2025 but found that the withdrawal had been cancelled and the funds taken by the casino after multiple inquiries about the processing status. The Complaints Team had extended the inquiry period to allow for further communication, but ultimately, the complaint was closed due to the player's lack of response. The player retained the option to reopen the complaint in the future if desired.
Incognito Casino - Player’s withdrawal has been cancelled.
Closed
Our verdict
Player stopped responding
Amount: €1,850
Incognito Casino
Safety Index:Very lowCase summary
Discussion
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4 months ago
Ive tried to withdraw 1850 euros on 12/10/2025. I've asked the casino multiple times when the withdraw would be processed. Then I looked on my account today after asking it again and they have cancelled my withdraw and taken the funds. It was on incognitocasino.com.
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4 months ago
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Dear mylovdm,
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:
4. There is a maximum bet amount per round using Bonus Funds equal to $/€5
Our position is closely explained in Fair Gambling Codex:
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 katarina.d@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.
Best regards,
Katarina
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4 months ago
Dear mylovdm,
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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4 months 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,
Katarina
Casino.Guru
