Realz Casino - Player's winnings appear to be confiscated.

I was playing 3 super porky banks at Realz casino. I had done a deposit and off that had been given 200 free spins on another game. I won some money approx $40nzd on those free spins. When those free spins finished I moved to 3 super porky banks game. I was winning during my spins then won the bonus game with all 3 pigs activated. As that was playing out, won of the coins had won a $900 bonus and I kept getting my coins and before I knew it, the whole board had filled up. And a message popped up saying I had won the maximum amount of $60,000. I jumped straight into chat to ask how i could withdraw this given there was a 1k withdrawal limit. I got told I could either play thru to increase my level which increases my limit or can do the 1k withdrawal every 24hours with a maximum of 3 pending withdrawals at a time. Then I checked my balance and tried to do my first withdrawal but saw I had about $900 odd dollars to play thru still. So decided to play thru. Then I got a message saying my bonus had played thru and $600 had been added to my account. And when I checked the balance it only showed $600. The 60k balance gone.

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 problem you're experiencing. I have reviewed the Terms and Conditions of Realz Casino, and this is what I found regarding the maximum allowed wins from bonus play:

7.16 Unless specified otherwise by the specific promotion rules, any bonus is subject to the following requirements:

• Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a 20 EUR (twenty) no-deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
• Any deposit casino bonus has wagering requirements of x35(thirty-five) times the initial amount of the deposit and bonus received. Any such bonus has a maximum withdrawal limit of x10 (ten) the bonus amount received. For example, a 10 EUR (ten) deposit bonus will have a maximum withdrawal limit of 100 EUR (one hundred). Any winnings above 100 EUR (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.
• Could you please send me a link or a screenshot of the bonus you received when you made your deposit at this casino?
• Am I correct in understanding that you won the $60,000 while wagering the winnings generated from the free spins that were credited to your deposit bonus?
• How much did you deposit into this casino to receive the 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,

Veronika

Hi Veronika

I have included some screenshots. 1 will show that I did 4 x $50 yesterday, and 1 of those resulted in the 200 free spins.

I played the 200 free spins, that resulted in me winning approx $35. This was on Gates of Olympus 1000. Once the free games were done, I moved to 3 Super Porky Banks. On this game I played for a while and my balance went from about $35 to just over $600, then I won/activated bonus game where all three pigs were activated. During this the bonus game board filled up and that is how the $60,000 was won. Interesting to note that in 1 if the screenshots it shows the $35.39 free games win being released and the binus balance shows as $59,939. However at this time I had not won the $60,000 yet. Also in the bonus history it shows the 200 free spin as being "canceled". That screenshot is included too.

I was also waiting on a $1000 withdrawal. And this has just been declined. Ive not received any email from them advising why its been declined. I have included a screenshot that shows no verification is required on their end.

Just wanted to update you to advise that the $1000 has been paid out after me trying to withdraw again. Still have the $600 in the account that was converted from the $60,000

Thank you for your responses. Please ask the casino to provide you with your gaming history in Excel format, covering the period from the moment you made your first $50 deposit on 13 August up to the point when your winnings were capped at $600.

Once you receive the file, kindly forward it to me at veronika.f@casino.guru. If you have had any recent communication with the casino regarding the cap applied to your winnings, please forward that to me as well.

I appreciate your time and cooperation.

Ok I will do that. I just went to log in and apparently there is an update to their terms and conditions which I can either agree or disagree to. Not sure what to do there.

And when you talk about the cap, do you mean the withdrawal cap?

Thank you for the update.

Regarding the Terms and Conditions, casinos generally notify players when their Terms and Conditions are changed and provide information about which particular terms have been amended, as well as whether the player needs to accept the updated terms. Could you please let me know what exactly you were asked to agree to or click on when you logged in?

Regarding the cap, I was referring to the maximum amount of winnings that the casino will pay out when the winnings are generated from a bonus. In your case, we need to establish whether the $600 credited to your balance was the result of such a maximum win restriction being applied to the winnings from the bonus, and whether this restriction was applicable based on the bonus terms in effect when you received the bonus.

Also, could you please confirm whether you have already requested the gaming history from the casino in Excel format, covering the period from your first $50 deposit on 13 August until the point when the winnings were capped at $600? If you have received the file, please forward it to me at veronika.f@casino.guru.

Thank you for your cooperation.

I have asked them for the history.

Ive just gone thru and accepted the updated t&c. However I don't know what was updated as they just give you everything in sections. Screenshots attached

I will let you know when they respond to my email

I have not had a response back from them for my request

Dear Tina1414

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, Martin (martin.l@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,

Veronika

Hello Tina1414,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Realz Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

Please provide us with the player's full game history. Additionally, could you clarify which terms were invoked in order to cap the balance?

Thank you in advance for providing us with your view of the issue.

Dear Martin,

Thank you for reaching out.

We have thoroughly reviewed the case and sent you a detailed explanation via email regarding the bonus terms invoked and the capping calculation. We have also attached the player's full game history to the email for your review.

Please check your inbox for the provided details and documents. Feel free to follow up if you need any further information!

Best regards,

Realz Casino Team

Dear Tina1414,

Thank you for your patience while I completed a detailed review of your case.

Casino Guru maintained an archived copy of the casino's terms, and we have the version of Realz Casino’s General Terms that was applicable shortly before and at the time of your gameplay. I based my decision on this archived version, not on terms introduced afterward or on internal promotional conditions that were not shown to have been available to you.

The complete game history provided by the casino confirms that the NZD 60,000 win occurred while your free-spins bonus was still active and its wagering requirements had not yet been completed. The winnings were therefore credited to your bonus balance rather than your unrestricted real-money balance. Wagering was completed only afterward.

I completely understand why this was so upsetting and confusing. After seeing the NZD 60,000 balance, you contacted support and were told that you could withdraw it gradually in NZD 1,000 instalments. The agent should have ideally checked the active bonus and explained the maximum-win restriction instead of giving you information that created the impression that the entire amount would be withdrawable.

Nevertheless, the archived General Terms stated that winnings from a deposit bonus were limited to ten times the bonus amount received. The records show a bonus amount of NZD 45, which would produce a maximum withdrawal of NZD 450 under this rule. The casino ultimately converted NZD 600 into real money, meaning that you received more than the amount resulting from the applicable general restriction.

Nevertheless, the casino also referred to a separate EUR 300 promotional limit. While I could not establish that this specific condition was available to you, I seems this may be the amount you have received, after applying the applicable exchange rates.

I understand this outcome must be disappointing, particularly given the balance displayed. However, the terms applicable at the time still established a maximum withdrawal from bonus play, and I cannot conclude that the remaining bonus balance was payable. For this reason, the complaint will be rejected.