North Casino - Player's winnings have been confiscated.

North Casino has confiscated €3,217 in winnings generated during my 3rd Deposit Bonus, citing a breach that occurred during my 2nd Deposit Bonus — a separate, prior bonus.

The facts are not in dispute:

The alleged breach occurred during my 2nd Deposit Bonus

My winnings of €3,217 were generated entirely during my 3rd Deposit Bonus

The casino has not alleged any breach of the 3rd Deposit Bonus terms

I placed no bets that violated any rules during the 3rd Deposit Bonus

The casino's position is that a breach in one bonus can void winnings from any future bonus, indefinitely. They have cited no specific clause authorising this. When asked repeatedly to provide the exact T&C clause and wording, they have responded only with general paraphrases of policy.

The contradiction in their own correspondence: In one of their emails, a support manager advised me: "To avoid similar situations in the future, we kindly recommend ensuring that all bets remain within the allowed limits while a bonus is active." The phrase "while a bonus is active" directly implies the rules apply per bonus — not across all future bonuses indefinitely.

What I am requesting: Reinstatement and payment of my €3,217 in winnings from the 3rd Deposit Bonus, which were generated without any breach of the applicable terms.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please advise on the timeline of the events? When did you complete the wagering of the second deposit bonus and when was the third deposit bonus activated?
• Do I understand correctly that you have violated the max bet rule while wagering the second deposit bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hello Attila,

Thank you for taking this case. Answering your questions in order:

1. The bonuses in question were the standard 2nd and 3rd Deposit Bonuses from North Casino's welcome package, as advertised on their website. The casino has full records of both bonus activations and has already produced screenshots of my betting history in our correspondence, so they can confirm all bonus details directly.

2. The sequence of events is straightforward and confirmed by the casino itself: the 2nd Deposit Bonus was played and lost in full. Wagering was never completed because the entire balance was lost. No winnings were generated from it and nothing was carried over. I then made a completely new deposit and activated the 3rd Deposit Bonus. The €3,217 in winnings were generated entirely during this 3rd bonus. The casino's own game history confirms this sequence and I invite them to share it in this thread.

3. Yes, during the 2nd Deposit Bonus a small number of $5 bets marginally exceeded 10% of my balance at that moment (for example $5 against a balance of $47.68, where 10% is $4.77). The bets were within the stated $5.00 maximum and the excess was a matter of cents, unintentional on my part. Crucially, that bonus was lost in full, so there were no winnings to void from it and nothing from that session flowed into the 3rd bonus.

The key point: the casino confirms the alleged breach relates only to the 2nd bonus. That bonus produced zero winnings and was lost entirely. My €3,217 comes from a fresh deposit and a separate bonus in which the casino has confirmed no rules were broken. The clause they rely on refers to voiding "subsequent bonuses and winnings," but there is no chain here: nothing was derived from the breached bonus. Applying it to confiscate winnings from an unrelated, correctly played bonus funded by new money is disproportionate and effectively means the casino accepts deposits it never intends to pay out on.

I am requesting payment of the €3,217 in full.

Best regards,

[Redacted]

I won on my 3rd deposit but they confiscated it because i went over max bet on second deposit. It is irrelevant as i did not win on that. The casino has since this made me vip as well but if i was to ever deposit again and won they can confiscate it because of my second deposit they say.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Dosenbier85,

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.

Dear Attila,

I did email you on the 13th July as attached. I will forward again now.

Regards,

[Redacted]

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, Stefan (stefan.m@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,

Attila

Dear Dosenbier85,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from North Casino to join this conversation and assist in addressing the complaint.

Dear North Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Dear Dosenbier85,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru