Playoro Casino - Player's winnings were confiscated after bonus claim.

Hello! Register at this casino from CasinoGuru, because of an 8+ rating. Today, a support agent offered me a bonus code for a 100% bonus + 100 free spins. I asked for the max cashout, and the answer was no max cap on winnings for this special code. After wagering was done, 266.40 EUR from my winnings was removed. I asked why, waiting in chat for 40 minutes for an answer, and was told to wait for an email. Now I've gotten an email stating that this bonus has a max cashout of 5x. So I think I should get my winnings back, because the bonus code isn't listed on the site and only support knows the terms.

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 please let me know exactly which bonus offer you received from the support agent? Provide a link to the bonus offer or the terms and conditions related to this promotion, if available — or any screenshots that show what was communicated to you.

Also, I kindly ask you to forward the full chat conversation with the support agent where they stated that there was no maximum cashout limit for this bonus. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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Hello!

I asked support yesterday to send me the chat transcript, still not received it. Before my discussion about this bonus, chat history was available; now no history, but yesterday I made one screenshot, where You can see the agent answer that this is an exception bonus code with no max cashout. This code offers me a support agent. Email from Playoro I forwarded to you.

Dear player, could you please check whether there is any link, screenshot, or detail in your bonus history that would show the exact name or description of the bonus you received? Unfortunately, we still don’t have enough information to fully identify this specific promotion.

Also, have you received the full chat transcript from the casino support yet? If yes, please forward it to dominika.l@casino.guru or upload it here.

Dear player,

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.

Hello! I still don't receive chat history. Today I contacted the casino again and got this answer:

We are still waiting for the relevant department to provide us with a reply.

Once they do, we'll contact you immediately via email, so please wait.

I've been waiting since July 16th.

Hi. Today contacted casino again, why chat history not send. Answer:

I checked the communication with our responsible department and the last request was sent on the 18th, but we did not have an answer

I just requested the chat history once again.

Dear player, I’m truly sorry for the situation, and I completely understand how frustrating it must feel when expectations do not align with the final outcome. I can see you’ve made considerable effort to communicate with the casino and retrieve the necessary information.

However, please allow me to explain that if the bonus terms and conditions are clearly written and publicly available, those are the rules that ultimately apply, regardless of what a support agent may have said. Support representatives are human and, unfortunately, mistakes or miscommunications can sometimes occur. While we understand this is disappointing, an incorrect statement made by support does not invalidate the official terms that are in place.

In this specific case, the casino’s Bonus Terms and Conditions clearly state the following:

2.10. Unless stated otherwise, the maximum bonus amount that can be converted into cash is 5 times the bonus amount. (For example, if a player deposits €100 and gets a €100 bonus, he can convert up to €500 into cash).

We understand that you were informed otherwise by a support agent, and that is unfortunate. However, unless this exception was confirmed in written terms or an official offer with altered conditions, the casino is still bound by its standard bonus policy.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.