The player from Hungary was unable to withdraw approximately C$297 from Orozino Casino, as it remained locked in Bonus Balance despite having completed the wagering requirements for the promotion. He had contacted support multiple times without receiving satisfactory answers and sought clarification on the conversion of his balance and the maximum cashout allowed. The Complaints Team was unable to proceed with further investigation or provide potential solutions due to the lack of response from the player, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future.
Orozino Casino - Player's winnings are delayed due to bonus balance issue.
Closed
Our verdict
Player stopped responding
Amount: C$297
Orozino Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Subject: Complaint against Orozino Casino – Bonus Balance not converted
Hello,
I played at Orozino Casino and used the promotion code FREE-10FS-MADAME (Pick&Win bonus). I completed the wagering requirement (100% progress shown), but my balance of about C$297 is still locked as Bonus Balance and my Withdrawable Balance is C$0.
I have contacted the casino support several times but did not receive a proper answer.
I would like clarification and resolution: when will my balance be converted into real balance, and what is the maximum cashout allowed for this promotion?
Thank you for your assistance.
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Orozino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Can you please share a screenshot of your casino account with the bonus information?
- Can you please share the link to this specific bonus or the screenshot with the bonus description if you received via email?
- Did you pass the KYC verification?
- Did you receive any specific response from the casino support regarding your bonus balance conversion?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Dear neopht,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
