Koru Casino - Player's winnings have been confiscated.

Koru Casino Refused to Pay €2,200

On 22 July 2026, I registered with Koru Casino and made a deposit of €30.26. I received a 100% first-deposit bonus with a wagering requirement of x50. According to the bonus terms, the maximum winnings were limited to x10 the amount of the bonus.

I fully completed the bonus wagering requirements. After the wagering requirement was completed, my balance was €200. I immediately submitted a withdrawal request for these €200.

The casino cancelled my withdrawal and requested a photograph of my passport and proof of address. I provided the requested documents and submitted another withdrawal request for €200.

The casino cancelled the withdrawal again and requested a selfie of me holding my passport.

After the bonus wagering requirements had been fully completed, I continued playing with the €200 that was already available in my real-money balance. During the subsequent gameplay, my balance increased to approximately €2,500.

Therefore, all subsequent winnings were generated through real-money gameplay after the bonus wagering requirements had been fully completed.

I then attempted to withdraw my funds and provided every document requested by the casino, including:

— a photograph of my passport;

— proof of residential address;

— a selfie holding my passport;

— a screenshot from my cryptocurrency exchange showing the transaction used to deposit funds into the casino;

— a screenshot of my cryptocurrency exchange verification page showing my personal details;

— a complete statement of all transactions from my cryptocurrency exchange for July 2026.

Each time I submitted a requested document, the casino cancelled my withdrawal and requested another document. The verification process continued for several days.

After I had provided all the requested documents, the casino sent me the following email:

"We are contacting you to inform you that your winnings exceeded the maximum bonus withdrawal limit. Therefore, the balance has been adjusted in accordance with our Bonus Terms & Conditions to ensure compliance with these terms and to maintain a fair gaming environment for all players."

The casino then removed the majority of my balance and paid me only €330.

The total amount that Koru Casino refused to pay is €2,200.

I dispute the casino’s decision. A maximum bonus winnings limit should not be applied to subsequent winnings generated after the wagering requirements were fully completed and using funds from the real-money balance.

My account history should confirm:

1. the exact moment when the bonus wagering requirements were completed;
2. that €200 was available in my real-money balance after the bonus was completed;
3. my initial withdrawal request for €200;
4. the subsequent gameplay after the bonus had ended;
5. that the majority of the winnings were generated using real-money funds.

I have already sent a formal complaint directly to Koru Casino and demanded the restoration of the confiscated funds. However, the casino has not provided a substantive response and has not explained why the bonus restriction was applied to winnings generated after the bonus had ended.

I respectfully ask Casino Guru to investigate this case and require Koru Casino to:

- provide the complete history of my real-money and bonus balances;

- confirm the exact moment when the bonus wagering requirements were completed;

- explain the contractual basis for applying the bonus winnings limit to subsequent real-money gameplay;

- return the wrongfully confiscated €2,200;

- process the withdrawal of these funds.

I am ready to provide all supporting evidence upon request, including screenshots of my balance, withdrawal history, correspondence with the casino, emails, deposit confirmation, verification documents and records from my cryptocurrency exchange.

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Hello,

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

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

• Has the casino informed you at any point that the bonus terms and conditions persist after the wagering of the bonus is complete?
• Has your balance appeared as real money? Was there any distinction between real and bonus balances visible on your account?
• Could you please confirm the verification was successfully completed?
• Have you withdrawn the amount the casino left on your player's balance already?
• Could you please share with me your communication with the casino regarding the reduction of your winnings or any other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hello Tomas,

Thank you very much for helping players resolve disputes with unfair casinos.

Below, I am providing a detailed response together with supporting screenshots. I will also send the same information and all supporting materials to your email address.

1. Did the casino inform me that the bonus restrictions continued after the wagering was completed?

No. Before approximately €2,200 was confiscated, the casino never informed me that the bonus restriction would continue to apply after the wagering requirements had been fully completed.

The terms do state that the maximum winnings are limited to x10 the bonus amount. However, neither the terms of the specific bonus nor the general Bonus Terms state that, after the wagering requirement is fully completed and the funds are transferred to the real-money balance, this restriction continues to apply to all subsequent gameplay and winnings generated from real funds.

2. How was my balance displayed?

The casino website displays the real-money balance and the bonus balance separately. This can be seen in Screenshot 1.

While I was playing with an active bonus, the funds were displayed in the bonus balance. Once I fully completed the wagering requirements, the funds were displayed in my real-money balance. I then continued playing and generated the subsequent winnings using those real funds.

3. Was the verification completed?

My account is not marked as verified on the casino website. During the withdrawal process, the casino continued requesting additional documents.

The final document requested was a complete statement showing the deposit and withdrawal history from my cryptocurrency exchange. After submitting it, I specifically asked the support team whether everything was in order with my account and verification. I was told that my account was fine and that I only needed to wait for the withdrawal to be processed. This is confirmed by Screenshot 2.

I also received an email stating that everything was in order with my withdrawal request and that I should wait for it to be processed. This is shown in Screenshot 3. Therefore, the casino’s support team effectively confirmed that there were no outstanding issues with my account or submitted documents.

4. Did I withdraw the amount left by the casino?

Yes. I successfully withdrew the remaining €330.

At first, I deliberately did not immediately dispute the confiscation of €2,200 because I was concerned that the casino might also block the withdrawal of the remaining €330. I waited until I successfully received those funds and only then informed the casino that I considered the confiscation of approximately €2,200 to be wrongful.

5. How did the casino inform me about the confiscation?

The casino informed me by email that approximately €2,200 had been removed from my balance. The relevant email is shown in Screenshots 4.

6. Previous attempts to withdraw €2,000

Screenshot 5 and 6 shows the transaction history of my casino account. It confirms that on 23 and 24 July, I repeatedly attempted to withdraw €2,000, but the casino cancelled the requests because the verification process had allegedly not been completed and requested additional documents each time.

Please note that the withdrawals were cancelled specifically because additional verification documents were required, not because the amount exceeded a bonus withdrawal limit.

For several days, the casino did not remove €2,200 from my balance and did not state that this amount was not eligible for withdrawal. Instead, it continued reviewing documents in connection with my €2,000 withdrawal request.

7. Attempt to withdraw €1,000

Screenshot 7 shows my attempt to withdraw €1,000. After the withdrawal was cancelled, the support team told me that I simply needed to wait for my documents to be reviewed, after which the withdrawal would be processed.

The casino’s conduct over several days therefore contradicts its current explanation. If the balance had exceeded the permitted limit from the beginning and could not be paid, the casino should have informed me immediately. Instead, it repeatedly cancelled my withdrawals solely on the grounds of additional verification and indicated that the funds would be paid once the document review was completed.

I sincerely hope that you will be able to help me investigate this matter and reach a fair resolution.

Kind regards,

Robert

These screenshots did not fit in my previous reply, so I am attaching them here.

Dear lawson777,

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, Igor (igor.p@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 lawson777,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Koru Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Koru Casino representative to join this conversation and participate in resolving this complaint.

Dear Koru Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for taking on this case.

We have provided our detailed clarification, together with the supporting documentation, via email for your review.

Should you require any additional information or evidence, please let us know and we will be happy to assist.

Dear Koru Casino,

Thank you for the information provided.

The gameplay file appears to stop identifying the First Deposit Bonus when the balance reaches €220.88, while substantial gameplay continues afterward without a bonus designation.

Except for the general bonus terms and conditions, was the player informed in any way that there was a restriction tied to the bonus, even after the wagering was completed, until the money are withdrawn?

Dear Igor,

Thank you for your message.

The gameplay file identifies the promotional source while the bonus is active. Once the wagering requirement has been completed, the gameplay log no longer displays the bonus designation, as there is no longer an active wagering requirement to track.

However, the absence of a bonus label in the gameplay log should not be interpreted as the removal of the promotional conditions attached to the winnings. These are two separate matters.

The relevant Bonus Terms do not state that the maximum withdrawal restriction expires upon completion of the wagering requirements. On the contrary, they define the maximum amount that may ultimately be withdrawn from winnings generated under that promotion. As such, the restriction is applied at the point of withdrawal, when the final withdrawable amount is determined.

Regarding your question, the player was informed of this restriction through the applicable Bonus Terms accepted upon claiming the promotion. While we acknowledge that additional on-screen notifications could further improve the player experience, such notifications are not a prerequisite for the contractual applicability of the Bonus Terms accepted by the player.

Koru Casino’s interpretation does not establish any clear time or financial limits on the application of the bonus restriction. If the casino’s position is taken literally, it would mean that funds once obtained after using a bonus permanently retain their bonus-related origin. Consequently, even if a player were to make a new deposit a year later without activating any bonus and then win €100,000, the casino could theoretically attempt to rely again on the restriction attached to the original first-deposit bonus.

I am not claiming that the rules explicitly allow the casino to act in this way. On the contrary, this example demonstrates that the rules do not clearly specify when the restriction ceases to apply. The casino should explain exactly where it is stated that the x10 limit continues to apply to subsequent gameplay after the wagering requirements have been fully completed, and where the boundary is established between winnings attributable to the bonus and subsequent winnings generated from the real-money balance.

If the funds remained subject to the bonus restriction after the wagering requirements had been completed, the casino should have clearly displayed this in my account and warned me that further gameplay would not increase the amount available for withdrawal. Instead, the balance was displayed as real money, the casino continued accepting my bets, and for several days it processed my €2,000 withdrawal requests while repeatedly asking me to provide additional verification documents.

Dear Koru Casino,

Based on the gameplay record, the bonus designation ended when the balance reached €220.88, after which substantial gameplay continued without an active bonus indicator. The quoted terms do not clearly explain that the maximum-withdrawal restriction remains attached to all subsequent real-money-labelled gameplay.

From a fair gambling perspective, players should not be permitted to continue risking funds while any additional winnings remain non-withdrawable under an undisclosed continuing cap.

We therefore ask the casino to reconsider its decision and restore the disputed €2,200.

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.