The player from Finland reported a troubling experience with Jellona Casino, claiming they utilized a "withdrawal trap" to confiscate winnings over minor rule breaches. After requesting a withdrawal that was initially accepted, the player later found it cancelled, citing a minor breach of the bonus terms. He considered this practice predatory and requested restoration of his full balance. The complaint was closed due to the player's lack of response to requests for further information and evidence needed for investigation. The player was informed that the complaint could be reopened if he chose to resume communication.
Jellona Casino - Player’s winnings are confiscated by casino.
Closed
Our verdict
Player stopped responding
Amount: €700
Jellona Casino
Safety Index 7.5 Above averageCase summary
Discussion
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3 months ago
WARNING: Jellona Casino – Predatory "Withdrawal Trap" & Confiscation of Winnings
Hi everyone,
I want to report a highly questionable experience with Jellona Casino (Curacao license). They are using what I consider a "withdrawal trap" to void player winnings over minor, unintentional rule breaches.
What happened: I played with a bonus and requested a withdrawal. The system accepted my request without any warnings or issues. However, when I later logged back in, the withdrawal had been cancelled and my entire balance was gone.
The casino representative ("Ville") sent an email stating that I had breached bonus terms (a 7 € bet instead of the 5 € limit and playing an excluded game).
Why I consider this predatory:
Lack of Automated Safeguards: Their system allows you to break the rules. Most reputable casinos today have automated "Hard Blocks" to prevent betting over the limit or opening excluded games while a bonus is active. Jellona Casino allows the mistake to happen only to void the winnings later.
Implicit Approval: The withdrawal request was accepted as if everything was fine. This is misleading and unfair.
Lack of Proportionality: A minor human error (2 € over the limit) does not justify the theft of a player's entire balance.
I have sent a final demand for the full restoration of my balance.
Be careful with Jellona Casino – they seem to wait for any tiny error just to keep your money. Has anyone else managed to fight them on this?
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3 months 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 months ago
Dear leo2,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience
Our position regarding the max bet rule is closely explained in the 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 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 petra.h@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
Petra
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3 months ago
Dear leo2,
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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2 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,
Petra
Casino.Guru
