The player from Belgium faced a significant issue with casino OROZINO, where his winnings of 900 euros were confiscated after claims of exceeding wager limits during a bonus. Despite his efforts to resolve the situation through extensive communication with support, he received minimal assistance and continued to struggle to have his issue addressed. We investigated the casino’s bonus terms and confirmed that the maximum bet rule was an industry standard, which allowed the casino to withdraw winnings if breached. Due to the player’s lack of response to requests for additional information and game history, the complaint was closed without further action.
Orozino Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €900
Orozino Casino
Safety Index 3.5 LowCase summary
Discussion
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8 months ago
Translation
Hello,
My name is Angelo, and I recently contacted you because I've been a fan for a long time, but I'm not yet active. I promised to test a few casinos for review in Belgium.
Unfortunately, I have gone through a dark and turbulent period, my mother, my beloved wife and dog passed away within a very short period and I was not in the mood to test the casino.
I will start with this shortly and would like to work with you on this.
I recently reported an unresolved issue to a casino, but now I have to do it again.
It actually concerns an amount of 1500 euros, of which 900 remained.
After 3 days of CONTAKT several times a day without any sign of respect or anyone who could/wanted to provide the necessary assistance.
Support was unavailable for 3 days and each time they sent a short, irrelevant reply, only to not respond for another 8 or 9 hours.
I had easily completed the wagering process, but the bonus money still didn't turn into real money, and it remained this bonus money. After days of trying, 40 to 60 messages later, I still haven't been able to speak to anyone about this to get it resolved.
Now on day 4 I received a response stating that my winnings were forfeited because I had wagered an amount exceeding 2 USD (which was apparently included in the terms and conditions), and then I received various excuses to avoid having to pay out.
I find this absolutely unacceptable as I have been trying to explain and correct this from the very first moment the wager was 100%, with support.
Hey, you can rest assured that I may have gambled with a higher amount since then, but certainly not during the bonus wagering period.
I probably wagered five times and may have placed slightly higher bets at the end, but by then the bonus would normally have been played out long ago and therefore no longer applicable.
Unfortunately, even though it said wagering was 100% complete, I still had to wager more and I probably had to go through that another 5 times.
Now they have confiscated the remaining 900 of the 2000 I could have withdrawn and credited my remaining 20 euros back to my account.
So -900 euros
Only to see 20 euros credited back into my account.
This is at the casino OROZINO
I would really appreciate it if someone could help me with this because I keep getting slammed in the face.
Thank you in advance, kind regards, Angelo.
Automatic translation:
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8 months ago
Important notice:
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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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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs and I found this:
7.9 Unless terms are not set in specific bonus terms, winnings from the free spins given have a wagering requirement of 100 times and percentage bonus wagering requirement of 100 times. In addition, unless terms are not set in specific bonus terms, maximum single bet with any bonus funds is $0.5. Orozino reserves the right to withdraw any winnings to players that bet over $0.5 whilst completing wagering requirements.
Our position is closely explained in Fair Gambling Codex:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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7 months ago
Dear Rid777dle,
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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7 months ago
TranslationHello,
I've thought about it again and I find that the casino has kept me busy with support that wasn't there. For days I find this unacceptable. My winnings can simply be forfeited.
Why then do they refund the 20 euros I paid to my account?
And shouldn't this be stated clearly and concisely by law that $0.50 is the maximum you can bet while enjoying the bonus?
Also, no ban or warning is displayed that you are guilty of breaking the terms and conditions of the bonus?
I've never experienced this in almost any casino, and where it did, it was clearly stated every time you went to the website/app what the maximum wager was. Games that are prohibited from being played are also banned from other casinos.
Here they just let you do it, because everyone will have put in more than $0.50, and they can simply collect, almost never paying out anything to anyone.
I have already invested quite a bit of money and I think it is time to get something back.
Every time I gambled with a bonus at their casino it was in vain as it would be forfeited every time if you are not informed and do not read the terms and conditions thoroughly.
A little heads up would have been welcome after infringing on wagering by bonus every time.
Also, I didn't think I had wagered any larger while the bonus was in effect, just to see how this happened, but the bonus remained instead of real money.
I spent 3a4 days trying to figure out why I couldn't cash out.
They let me continue gambling for another 4 days and then refunded the 20 euros I paid to my account.
This can't possibly be happening.
I'll also send you screenshots of conversations with support.
Kind regards, Angelo.
Automatic translation:
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7 months ago
Thank you very much for your reply. Unfortunately, I have not found any emails from you. Could you please resend it to me? Please don't forget to include your game history.
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7 months ago
Dear Rid777dle,
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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7 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,
Kristina
Casino.Guru
