The player from Germany faced the unjustified cancellation of his €875 withdrawal and the removal of €4,295 from his account, which he alleged was unfounded due to a supposed violation of bonus conditions. He argued that he had not violated any rules, had received previous withdrawals without issue, and requested a review of his case along with evidence from the casino. We informed him that his complaint related to sports betting, which was outside the scope of our Complaint Resolution Center that focused on casino issues. Therefore, we were unable to assist further with this matter and recommended he contact platforms specializing in sports betting disputes.
LiveWinz Casino - Player’s withdrawal is cancelled without proof.
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Our verdict
Other
Amount: €4,250
LiveWinz Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
Title: Withdrawal cancelled without proof – €4,295 betting credit cancelled
I hereby file a complaint against this casino for the unjustified cancellation of my winnings.
I requested a withdrawal of €875. This was initially accepted, but later cancelled, and the entire amount of €4295 was removed from my account, with only my original deposit of €275 being refunded.
The reason given was an alleged violation of bonus conditions regarding a maximum betting limit.
I expressly reject this accusation:
- I did NOT place any bets above the allowed maximum.
- The casino refuses to provide any betting history, timestamps, or concrete evidence.
- There is only a general reference to the terms and conditions, without any proof of the alleged violation.
Additionally, it is important to mention:
Previous withdrawals were processed without any problems, including those from this bonus.
- There was no evidence whatsoever of any rule violations.
This suggests that the alleged violation was fabricated after the fact to avoid a larger payout.
I contacted support multiple times and asked for concrete evidence. The only response was that the decision was "final" and no further information would be provided.
In my view, this behavior is unfair and incomprehensible.
I therefore request:
- a review of the case
- the request for the casino to provide concrete evidence
- or the restoration of my balance and payment of the amount
I can provide all relevant screenshots and communication histories.
Thank you for your support.
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 Jamaju,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal being canceled and your winnings confiscated.
To better understand your situation and assess the case properly, I would like to ask you a few additional questions:
- Could you please clarify what type of bonus you were using? Was it a casino bonus or a sports betting bonus?
- Do you remember the exact maximum bet limit stated in the bonus terms?
- Were you able to review your betting history, and do you have any records (screenshots or logs) showing your bets during the bonus wagering?
If possible, please attach all relevant communication (emails, chat transcripts, screenshots), especially any responses from the casino where they mention the violation. Alternatively, you can forward everything to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
TranslationHello dear Petronela,
Thank you for your reply, I will gladly try to answer your follow-up questions as well.
It was a VIP deposit bonus for sports betting, 100%. I deposited €275 and wagered the bonus according to the wagering requirements.
The maximum wagering requirement in the bonus terms and conditions states that you can wager €100. The casino confirmed this to me in subsequent messages but couldn't tell me when I violated this rule.
They could not tell me the exact bet or the ticket number, and they did not answer questions on this topic.
But there weren't any bigger winners either. I only started seeing results with a higher stake after fulfilling the bonus requirements.
I had already received a payment after fulfilling the bonus requirements, and the cancellation occurred with the renewed payment, which also resulted in the deletion of my entire balance.
I can still access the betting history and have already checked it, looking for larger transactions, but found nothing. Of course, I could take screenshots of all the sports bets, but there's no record of a €100 stake anywhere, and the bookmaker can see that too.
I included four screenshots in my initial post, but I can gladly add more if you tell me specifically what else you need. I'll repost the existing screenshots, and if necessary, I can photograph the entire betting history and upload that as well.
I immediately requested a withdrawal of the €275 deposit that was refunded to me. This was credited to my account today. Therefore, it cannot be due to my verification or anything else.
Thank you in advance for your support. I will upload the relevant documents; where can I do that, please?
Automatic translation:
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1 month ago
Dear Jamaju,
Thank you for your message and for sharing the details of your experience with us. I’m sorry to hear about the situation you have encountered.
We understand your concerns and your intention to warn other players. However, please note that we are not able to publish warnings or promote specific cases on request, and certainly not in exchange for any form of payment. Our content and visibility are managed independently, based on our internal review processes and established criteria, to ensure fairness and objectivity.
Additionally, as your case relates to sports betting, it falls outside the scope of our Complaint Resolution Center, which focuses on casino-related issues. For this reason, we are unfortunately not able to assist further with this matter.
If you wish to pursue the case, we recommend contacting platforms that specialize in sports betting disputes.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
