The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. He reported that Koru Casino had capped his bonus winnings at $221.54 instead of paying the full $597.66 balance, leaving $376.12 withheld despite an email promise of no upper limit on winnings. We asked the casino to respond, and it confirmed that the deducted amount had been restored to his balance, his account had been suspended, and he had been allowed to withdraw the full remaining balance. After he confirmed that the payout had been requested, we marked the complaint as resolved.
Koru Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: 376 USDC
Koru Casino
Safety Index 6.9 Above averageCase summary
Discussion
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1 month ago
Translation
Hello CasinoGuru team,
I am contacting you because Koru Casino has incorrectly capped my winnings from a bonus offer.
Sequence of events:
I received a personal bonus offer via email (bonus code: PERSONAL200). In this email, the casino explicitly guaranteed in capital letters: "NO UPPER LIMIT on winnings! Only your appetite and HIGH-BET LUCK!"
I used the bonus and earned a balance of $597.66.
After fulfilling the conditions, my winnings were incorrectly capped by the system at $221.54.
Customer support in the live chat initially referred to general terms and conditions limits. However, it is obvious that the system mistakenly interpreted the "x10 turnover requirement" mentioned in the promotional email as a x10 profit limit.
Support then asked me for a screenshot of the email. After reviewing the evidence, the chat representative acknowledged that it was a limitation and forwarded the case to the relevant department. A payout of the remaining amount ($221.54) was initiated, but the casino has so far refused to credit the withheld difference of $376.12.
My account is now fully verified (KYC completed). Contacting them via email has not yet resulted in a correction of the outstanding balance.
Claim: Since the casino explicitly advertised unlimited winnings for this bonus, I demand the repayment of the withheld difference of $376.12.
I am attaching supporting documents (screenshots of the email with the confirmation, chat logs and proof of account balance) as evidence.
Automatic translation:
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1 month 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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1 month ago
Dear Uweuwe97,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
TranslationHello CasinoGuru team,
I am contacting you because Koru Casino has incorrectly capped my winnings from a bonus offer.
Sequence of events:
I received a personal bonus offer via email (bonus code: PERSONAL200). In this email, the casino explicitly guaranteed in capital letters: "NO UPPER LIMIT on winnings! Only your appetite and HIGH-BET LUCK!"
I used the bonus and earned a balance of $597.66.
After fulfilling the conditions, my winnings were incorrectly capped by the system at $221.54.
Customer support in the live chat initially referred to general terms and conditions limits. However, it is obvious that the system mistakenly interpreted the "x10 turnover requirement" mentioned in the promotional email as a x10 profit limit.
Support then asked me for a screenshot of the email. After reviewing the evidence, the chat representative acknowledged that it was a limitation and forwarded the case to the relevant department. A payout of the remaining amount ($221.54) was initiated, but the casino has so far refused to credit the withheld difference of $376.12.
My account is now fully verified (KYC completed). Contacting them via email has not yet resulted in a correction of the outstanding balance.
Claim: Since the casino explicitly advertised unlimited winnings for this bonus, I demand the repayment of the withheld difference of $376.12.
Automatic translation:
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1 month ago
TranslationHello Jean,
Thank you very much for the feedback.
I want to clarify that this complaint is not about a delay in the payment. I have already successfully received the released partial amount of $221.54 in my account.
The real problem is that the casino canceled/withheld the remainder of my winnings, amounting to $376.12.
I was explicitly guaranteed via email for this specific bonus: "NO UPPER LIMIT on winnings!" However, the casino subsequently refers to its general bonus terms and conditions and refuses to pay out the remaining balance.
I therefore kindly request that you investigate the complaint regarding the unjustifiably withheld balance of $376.12 and forward the case to the casino.
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1 month ago
I’m sorry to hear about your negative experience with Koru Casino. Please allow me to ask you a few questions so I can understand the situation.
- Could you please share your bonus history in Koru Casino?
- Could you please provide dates when you activated the bonus, when you finished it, when you requested withdrawal of $597.66 and date when the casino capped your winnings (if it wasn't automatically capped)?
- If possible, please share a screenshot of your withdrawal history showing your withdrawal request and the casino capping your winnings.
Thank you very much in advance for your reply.
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1 month ago
TranslationHello Jean,
Thank you very much for handling my case. Here are the answers to your questions:
1. Bonus history:
I took advantage of the exclusive bonus offer "PERSONAL200" that was sent to me via email (see attached screenshot of the promotional email with the explicit promise: "NO UPPER LIMIT on winnings!"). The deposited amount was $20.14 and the credited bonus amount was $40.28.
2. Relevant data:
Bonus activated & redeemed: [e.g. 29.08.2026]
Casino's limit on winnings: [e.g. 29.08.2026] – The system automatically reduced my balance from $597.66 to $221.54 after fulfilling the wagering requirements (according to the casino, this is a 5-fold limit on the bonus amount).
Withdrawal requested: August 29, 2026 (for the remaining $221.54)
Payment approved: August 30, 2026
3. Screenshots:
I am uploading the following documents as attachments:
Screenshot of the payout and transaction history showing the request and approval of $221.54.
Screenshot of the original account balance ($597.66).
Screenshot of the email confirmation from support (Dante) confirming the cancelled difference and the application of the 5x limit.
Thank you for your support!
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3 weeks ago
Dear Uweuwe97,
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, Martina, (martina.b@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,
Jean
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3 weeks ago
Dear Uweuwe97,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Koru Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
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3 weeks ago
TranslationI am contacting you because Koru Casino has incorrectly capped my winnings from a bonus offer.
Sequence of events:
I received a personal bonus offer via email (bonus code: PERSONAL200). In this email, the casino explicitly guaranteed in capital letters: "NO UPPER LIMIT on winnings! Only your appetite and HIGH-BET LUCK!"
I used the bonus and earned a balance of $597.66.
After fulfilling the conditions, my winnings were incorrectly capped by the system at $221.54.
Customer support in the live chat initially referred to general terms and conditions limits. However, it is obvious that the system mistakenly interpreted the "x10 turnover requirement" mentioned in the promotional email as a x10 profit limit.
Support then asked me for a screenshot of the email. After reviewing the evidence, the chat representative acknowledged that it was a limitation and forwarded the case to the relevant department. A payout of the remaining amount ($221.54) was initiated, but the casino has so far refused to credit the withheld difference of $376.12.
My account is now fully verified (KYC completed). Contacting them via email has not yet resulted in a correction of the outstanding balance.
Claim: Since the casino explicitly advertised unlimited winnings for this bonus, I demand the repayment of the withheld difference of $376.12.
I am attaching supporting documents (screenshots of the email with the confirmation, chat logs and proof of account balance) as evidence.
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2 weeks ago
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.
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2 weeks ago
Hello Martina and Uweuwe97,
We have reviewed the case and would like to provide an update.
The amount that was automatically deducted due to the maximum withdrawal limit after the wagering requirements were completed has now been fully restored to the player's balance.
At the same time, following a decision by our management, the player's account has been suspended. The player may now proceed with withdrawing the full remaining balance.
Once the withdrawal has been successfully completed, the account will be permanently closed.
We kindly ask the player to proceed with the withdrawal at their convenience.
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2 weeks ago
TranslationOkay, thank you very much to the CasinoGuru team, the payout has been requested.
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2 weeks ago
TranslationOnce the payment is complete, I will mark the problem as solved.
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1 week ago
Dear Uweuwe97, thank you so much for keeping us informed! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
