The player from Belgium reported an issue regarding a €148.40 win that had appeared in his real money balance but was later claimed to be bonus funds. Despite receiving multiple contradictory responses from the casino's support team, he requested a complete account transaction history, details on the balance transactions, and server logs to clarify the situation. We found that the complaint could not be resolved due to insufficient supporting evidence, such as a comprehensive game history or confirmation from the casino. Additionally, the player's mention of a potential chargeback was considered a valid reason to reject the complaint, as it could be viewed as a breach of terms and might affect future relations with casinos. Consequently, the complaint was rejected, while the player was encouraged to contact us for any future issues.
Morospin Casino - Player's winnings have been confiscated.
Insufficient evidence from player
Amount: €148
Morospin Casino
Safety Index 7.9 Above averageCase summary
Translation
Good morning,
I wish to file a complaint regarding a problem encountered with the online casino.
On March 5, 2026, during a gaming session, I placed a €1 bet on a slot machine and won €148.40. This winnings appeared immediately in my real money account. During the session, I regularly checked my balance to track my winnings and bets, and I confirm that this amount was visible in the real money portion of my account and not in a bonus balance.
After that win, I continued playing with small bets. Later, I noticed that my actual balance had dropped back to €0, which surprised me. That's when I started checking my betting history and realized something wasn't right.
I therefore contacted the casino's support team to get an explanation. However, the responses I received were contradictory and changed throughout the messages:
Initially, I was told that the winnings had been converted into bonus funds.
In another message, support stated that they could not find this gain.
Then, it was explained to me that the funds were linked to bonus conditions.
Finally, in the most recent response, support states that I did indeed win €148.40 on March 5, 2026 at 17:17:44 UTC, but that I then used this money in my bets, while indicating that it was bonus money and that no deduction was made to my account.
Support also asked me to ignore some previous messages, which makes the situation even more confusing and contradictory.
The main point of my dispute is that, at the time of the win, the amount of €148.40 clearly appeared in my real money balance. I checked it several times during my gaming session. For this reason, I don't understand why this winnings are now being presented as bonus winnings.
To clarify the situation, I asked the casino to provide me with specific information, including:
a complete statement of transactions on my account for the session in question
details of balance transactions
any potential conversion of real funds into a bonus balance
as well as the session technical logs
To date, this information has not been provided to me.
I have my betting history showing in particular the line corresponding to the win of €148.40 as well as the following bets, and I can provide the exchanges with support which show the various contradictory explanations.
I simply wish to obtain a transparent and verifiable clarification regarding this winnings and how they were processed in my account.
Thank you in advance for your help in reviewing this case.
Since the casino support itself indicates the exact time of the win (05/03/2026 at 17:17:44 UTC), this means that this transaction must exist precisely in the server logs. I would therefore be grateful if a technical audit of the logs and the complete transaction history could be requested to clearly determine how this €148.40 win was processed in my balance.
Thank you in advance for your help.
Sincerely
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Dear Player,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you kindly confirm if you have utilized any bonuses at this casino? If possible, could you please provide a screenshot of your bonus history?
- Additionally, I noticed that in the documents you attached, your bonus balance currently shows €234.53. Could you please clarify whether this amount includes the €148.40 win from March 5th?
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,
Attila
TranslationHello Attila and the whole team, first of all, thank you for taking my complaint and concern into account, and for your help in resolving and/or understanding this situation. You asked me if I have any active bonuses; here are screenshots of several active bonuses that I see on the application. Regarding the €148 in winnings I saw in real money, I can't tell you, nor can I see if, that includes bonus money because when I click on the €235.03 bonus account, the tab doesn't respond and doesn't allow me to see any details. What I can tell you is, during my gaming sessions, were both the real money and bonus money accounts active? Of course, I focused on the real money account and kept an eye on it after the €148 winnings. But both accounts were active during the session. I hope this answers your question.
After several unsuccessful attempts to send you screenshots of the active bonuses, I can tell you that there are 5 active bonuses: 3 under the name "Casino Welcome" (number 1), 1 under "World Casino Welcome" (number 2), and 3 under the name "Casino Welcome." I would like to clarify that two of the active bonuses, "Casino Welcome" (number 1) and "Casino Welcome" (number 3), have a total amount of €1750 to reach, and the "Casino Welcome" bonus (number 1) already has a balance of €59.27. If you wish, I can provide the screenshots, but your website tells me I have entered too many characters. Thank you in advance.
Dear Player, thank you for your response.
In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.
Thank you in advance for your reply.
Dear Player,
Unfortunately, the attachment you previously provided only contained a copy of an email you sent to the casino. At the moment, we do not have any evidence of the incident itself (such as your game history, bet history, or the casino’s response confirming the investigation).
Without any supporting documentation, it would be extremely difficult for us to approach the casino and request an investigation, as we need at least some verifiable information about the session in question. If you are able to obtain anything relevant, please forward it to me, and we will gladly review it and determine whether we can proceed with the case.
However, if no supporting evidence can be provided, we may unfortunately have to reject the complaint due to insufficient information.
Thank you for your understanding, and I look forward to your reply.
TranslationHello, I sent you the casino's transaction history, which was available to me. I requested the logs and transaction history from the casino, but they haven't sent them. I wrote to the casino again, and this time they replied that they have forwarded my case to the verification team and deactivated my account pending their review. I also noticed that since I left a comment on the Play Store stating that this casino is not authorized in Belgium, they have removed it from the Play Store, at least for Belgium. The app deactivated itself on my Android device, most likely because they are not authorized in Belgium and are no longer available on the Play Store for my country. Whatever happens next, if they maintain their position, I will request a refund from my bank. Thank you for trying to help me, but I don't know how to do more than what I sent you. What I sent you was the access I had to the casino's history, but if the casino isn't sending me the log and history requests I asked for, I don't know what else to do. Thank you again. [Redacted]
Translation05.03.2026 - 18:17 ID 8843249373527618115 Game Name: Wolf Gold Bet Amount: €1.00 Winnings: €148.40
05.03.2026 - 18:19 ID 8843337180928173231 Game Name: Wolf Gold Bet Amount: €1.00 Winnings: €0.00
05.03.2026 - 18:21 ID 8843476872160701806 Game Name: Wolf Gold Bet Amount: €1.00 Winnings: €0.20
05.03.2026 - 18:21 ID 8843481547155898404 Game Name: Wolf Gold Bet Amount: €1.00 Winnings: €0.00
05.03.2026 - 18:21 ID 8843502027173836786 Game Name: Wolf Gold Bet Amount: €1.00 Winnings: €0.00
05.03.2026 - 18:23 ID 8843616290249812604 Game Name Hot Chilli Bells 100 Bet Amount €1.00 Winnings €2.25
05.03.2026 - 18:23 ID 8843634471441238923 Game Name Hot Chili Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:23 ID 8843637868348122443 Game Name Hot Chili Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:23 ID 8843640178158651446 Game Name Hot Chili Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:24 ID 8843643658379302768 Game Name Hot Chilli Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:24 ID 8843646032227184404 Game Name Hot Chili Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:24 ID 8843649459260979394 Game Name Hot Chilli Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:24 ID 8843650608630367563 Game Name Hot Chilli Bells 100 Bet Amount €1.00 Winnings €2.15
05.03.2026 - 18:24 ID 8843668940967643810 Game Name Hot Chilli Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:24 ID 8843672233966367028 Game Name Hot Chilli Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:24 ID 8843673302311346267 Game Name Hot Chilli Bells 100 Bet Amount €1.00 Winnings €0.00
05.03.2026 - 18:24 ID 8843684961567521112 Game Name Hot Chili Bells 100 Bet Amount €1.00 Winnings €3.40
05.03.2026 - 18:30 ID 8844067328563269665 Game Name: Book of the Fallen Stake Amount: €0.00 Winnings: €0.45
05.03.2026 - 18:33 ID 8844233061501336370 Game Name: Big Bass Splash Bet Amount: €0.00 Winnings: €0.25
05.03.2026 - 18:33 ID 8844234282661914224 Game Name: Big Bass Splash Bet Amount: €1.00 Winnings: €0.00
05.03.2026 - 18:33 ID 8844239011770422275 Game Name: Big Bass Splash Bet Amount: €1.00 Winnings: €0.00
Dear Player,
Thank you for your reply.
Please note that we consider threats of initiating a chargeback as a valid reason to reject a player’s complaint. From the casino’s perspective, a chargeback may be viewed as an attempt to reverse a transaction that was already authorized and used, which is often treated as a potential breach of their terms.
Additionally, a history of chargebacks may affect your relationship with other online casinos in the future. Many operators share risk-related information, and accounts associated with chargebacks may be flagged as higher risk. As a result, casinos may take preventive measures, even if the chargeback was not directly related to their platform.
Further, without a comprehensive game history, we are unable to verify if the reported winning round actually took place and whether the funds were not lost during regular gameplay.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
