Richard Casino - Player's winnings have been confiscated.

 am disputing Richard Casino’s decision to apply the maximum cashout limit from a Tuesday Free Spins promotion to winnings that were generated after a separate deposit was made without any bonus attached.

I initially claimed the Tuesday Free Spins promotion and completed all wagering requirements associated with that promotion. After completing the wagering requirements, the bonus funds converted to cash

At that point:

• The wagering requirement had been fully completed.
• The bonus had converted to cash.
• There was no active wagering requirement remaining.

I then made a completely separate deposit using my own funds and did not activate any bonus or promotional offer.

After making this deposit, I continued playing and subsequently won approximately AUD $2,700.

When I later requested a withdrawal, Richard Casino applied the Tuesday Free Spins maximum cashout limit of AUD $150 and confiscated the remaining winnings.

The casino’s position is that because the AUD 

remaining on my balance originated from the completed free spins promotion, the later deposit created what they describe as a "mixed balance." They state that once funds are mixed, the balance remains linked to the original promotion and therefore remains subject to the maximum cashout limit from that promotion.

I have repeatedly asked Richard Casino to identify the exact clause in their Terms and Conditions that expressly states:

A subsequent cash deposit becomes subject to a previously completed bonus.

Winnings generated from a later non-bonus deposit are deemed bonus winnings.

The maximum cashout limit from a completed free spins promotion continues to apply after wagering has been completed and the bonus has converted to cash.

Despite several requests, the casino has not identified a specific contractual clause that clearly states this. Instead, they have repeatedly explained how their system treats "mixed funds."

The only supporting wording provided by the casino states:

"To maintain the integrity of gameplay and prevent potential system-initiated balance adjustments, players are advised to use either real funds or bonus funds exclusively during a single gaming session, rather than combining both."

In my view, this wording advises players not to combine balances but does not clearly state that winnings generated from a later non-bonus deposit remain subject to the maximum cashout restriction of a completed free spins promotion.

I am not disputing that the Tuesday Free Spins promotion has a maximum cashout limit. I am disputing the application of that limit to winnings generated after:

The wagering requirements were completed.

The bonus converted to cash.

A separate deposit was made without any bonus attached.

I am requesting an independent review of whether Richard Casino correctly applied the Tuesday Free Spins maximum cashout limit to winnings generated after a subsequent non-bonus deposit, and I request that the casino identify the exact contractual clause relied upon when confiscating the winnings.

total amount they confiscated was $2550

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Dear Smilii7,

Thank you for submitting your complaint. I’m sorry to hear about your experience with Welle Casino and appreciate you bringing this to our attention.

May I ask a few questions to better understand what happened?

• Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?
• Could you please confirm whether your casino balance was shown as separate 'real money' and 'bonus' balances?
• Can you clarify how much money you had in your casino account after you completed the bonus wagering requirements? Were these winnings transferred to a real money balance or marked as withdrawable?

We hope to resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

thank you for getting back to me. In response to your questions.

1. Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?

No. I was aware of the wagering requirements and the maximum cashout limit associated with the Tuesday Free Spins promotion. However, I was not informed that those bonus conditions would continue to apply after the wagering requirements had been completed and the bonus funds had converted to cash. I was also not informed that a subsequent deposit made without any bonus attached would remain subject to the original promotion’s maximum cashout limit.

2. Could you please confirm whether your casino balance was shown as separate ‘real money’ and ‘bonus’ balances?

Yes. During the wagering process, the casino displayed separate real money and bonus balances. Once the wagering requirements were completed, the bonus balance was cleared and the remaining funds were transferred to my cash balance. At that point, I no longer had an active bonus balance displayed.

3. Can you clarify how much money you had in your casino account after you completed the bonus wagering requirements?

To the best of my recollection I had approximately AUD $50 - $100 remaining in my account.

4. Were these winnings transferred to a real money balance or marked as withdrawable?

Yes. After the wagering requirements were completed, the remaining funds were transferred to my real money balance and were no longer displayed as bonus funds. And it was also marked as withdrawable.

Hi Kristina,

While the Tuesday Free Spins promotion does not disclose a specific maximum withdrawal limit within the promotion-specific terms, I acknowledge that the general bonus terms contain a 150 AUD maximum winnings limit for free spins bonuses. My dispute is not about the existence of that limit. My dispute is whether that limit can continue to apply after wagering has been completed, the bonus has converted to cash, and a subsequent deposit is made without any bonus attached."

Thank you for your reply, Smilii7. We agree that once the wagering requirements have been completed and winnings transferred to the real money balance, bonus rules should no longer apply.

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina,

hope you are well. I have send you an email with a copy of correspondence

Hi Kristina,

hope you are well.

Further to my previous emails I have sent you showing correspondency between myself and the casino. i have today received this email from the casino.

In this email, Richard Casino confirms that once wagering is completed, the winnings from the bonus become real money and are transferred to the cash balance.

I thought this may be relevant to the review.

Dear Smilii7,

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, Michal (michal.k@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,

Kristina

Hello Smilii7,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Richard Casino to join the conversation.

Dear Richard Casino,

I acknowledge that each no-deposit bonus is subject to a maximum win limit as outlined in your bonus terms. However, the player has successfully completed the wagering requirements associated with the Tuesday Free Spins promotion, and the resulting winnings appear to have been transferred into the player’s real money balance. This would naturally suggest that the restrictions attached to the bonus should no longer apply to subsequent gameplay or the balance.

Additionally, the player has made a real-money deposit without any active bonus, which raises further questions as to why any bonus-related conditions would continue to affect later winnings, unless this was clearly communicated to the player in advance of the deposit.

We would appreciate a detailed explanation of the actions taken in this case and the specific rules that support them. Alternatively, if the measures applied are not supported by the terms and conditions, we kindly ask that the player be allowed to withdraw their winnings.

If there are any relevant details or circumstances that cannot be disclosed publicly, I would appreciate it if you could share them directly with me at michal.k@casino.guru for independent review.

Thank you in advance.

Hi Michal,

thank you for getting back to me and taking the time to review my case.

I acknowledge you correspondence sent to the casino, and will wait for their response and your update.

if you require anything further from me please let me know.

Dear Michal,

Thank you for your message.

We would like to clarify the application of the "Tuesday Free Spins 50" promotion in this case.

The player participated in the promotion activated via the FS50 code and successfully completed all associated wagering requirements. The winnings generated from this promotion are subject to the maximum winnings rule defined in the applicable Bonus Terms.

As stated in our Terms:

"The maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR, 100 USD, 150 AUD, 140 CAD, 160 NZD, 1000 NOK, 0.002 BTC, 0.19 BCH, 0.03 ETH, 0.63 LTC, 500 DOGE, 100 USDT. Any winnings exceeding this amount will be forfeited upon withdrawal or after 24h after bonus wagering. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

The key point in this case is that the promotional limitation applies to winnings originating from the free spins bonus and remains applicable until the withdrawal of the relevant balance is processed, as defined in the Terms accepted by the player.

Completion of wagering requirements does not remove or invalidate the applicability of the maximum winnings rule to the winnings generated from the promotion. The limitation continues to apply as defined in the bonus terms until the withdrawal stage is reached.

In this case, the player did not proceed to immediate withdrawal after completing wagering requirements and instead continued gameplay using the resulting winnings.

The application of the maximum winnings limitation was therefore carried out at the withdrawal review stage, in accordance with the Terms and Conditions agreed to by the player upon participation in the promotion.

We would also like to emphasize that the promotional terms were clearly presented and accessible to the player prior to acceptance of the bonus, and the player voluntarily chose to continue gameplay after completion of wagering instead of withdrawing the available balance.

For these reasons, we maintain that the adjustment and payout processing were performed correctly and in line with the applicable Terms.

Kind regards,

Richard Casino Team

Dear Michal,

Thank you for obtaining Richard Casino’s response.

I acknowledge that the general Bonus Terms contain a maximum winnings limit of AUD 150 for free spins bonuses and state that the relevant balance remains subject to the maximum winnings rule until withdrawal.

However, my concern remains that the published Terms do not expressly state what Richard Casino is now asserting.

Specifically, I have been unable to find any term that states:

A subsequent real-money deposit becomes part of the "relevant balance";

A later deposit made without any bonus attached remains subject to the original free spins promotion;

Winnings generated from subsequent real-money gameplay are treated as winnings resulting from the original free spins bonus; or

Making a new deposit after the bonus has converted to real money does not end the application of the promotional maximum winnings rule.

Richard Casino has stated that these consequences were "clearly presented" before I accepted the promotion.

Respectfully, after reviewing the published Bonus Terms, I cannot find any wording that clearly communicates these consequences to the player.

Richard Casino also confirmed to me by email that, once the wagering requirements are completed, the winnings from the bonus become real money and are transferred to the cash balance. Based on that explanation, it was my genuine understanding that the bonus had concluded and that any subsequent deposit made without a bonus would be treated as normal real-money play.

I also noticed that Richard Casino’s response quotes the following wording:

"Any winnings exceeding this amount will be forfeited upon withdrawal or after 24h after bonus wagering."

However, the version of the Bonus Terms that I have, and which I understood to apply when I participated in the promotion, does not contain the words "or after 24h after bonus wagering." It simply states:

"Any winnings exceeding this amount will be forfeited upon withdrawal."

For that reason, I would appreciate clarification from Richard Casino as to whether they are relying on a different version of the Bonus Terms than the one that applied to my promotion. If the Terms have been amended, I would also appreciate confirmation of which version was in effect on the date I accepted and completed the Tuesday Free Spins promotion.

I respectfully ask Casino Guru to consider whether the published Terms clearly disclose that, after wagering has been completed, the bonus has converted to real money, and a subsequent deposit has been made without any bonus attached, later winnings remain subject to the original free spins maximum winnings rule.

Dear Smilii7,

Thank you for your response and for pointing out the slight inaccuracy in the citation of the casino rules.

I understand how this may have caused some confusion, however this was simply an unintentional inaccuracy in wording rather than any attempt to refer to a different rule or misrepresent the applicable terms.

As can be seen in the casino bonus T&Cs, which you agreed to, the relevant rule is as follows:

This somehow addressed one of the questions on how you were informed that the winnings from this particular bonus are subject to the restrictions.

As it's quite clearly stated:

Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

I agree with you that, in relation to this specific rule, there is no explicit wording in the casino’s bonus T&Cs stating that a subsequent real-money deposit would remain subject to the same restriction. At the same time, it is also not clearly stated that such a deposit would be excluded from this rule. For this reason, the clause indicating that "funds on the balance are subject to the maximum winnings rule" still appears to be applicable in practice.

Could you please help clarify why the AUD $150 were not withdrawn prior to making the subsequent deposit? If this had been done, it may have helped avoid the situation that has arisen.

Additionally, as you have previously participated in multiple bonus offers at Richard Casino, including after this incident, there appears to have been sufficient opportunity to familiarise yourself with the applicable terms and conditions.

That said, I would still like to receive clarification from the casino on whether the disputed winnings were generated exclusively from the AUD $150 "bonus" funds, or whether the later deposit funds were also involved, and if so, how they contributed to the overall gameplay and winnings.

Dear Richard Casino Team,

Thank you for your response and for clarifying the reasons for the action taken.

I also acknowledge your follow-up email, including the correction regarding the citation of the applicable bonus terms and rules.

Kindly provide me with the player’s full game log, including the bonus history and a detailed breakdown of how the funds were used during gameplay for that specific time frame.

Please send this information to michal.k@casino.guru for independent review.

Thank you in advance.

Dear Michal,

Thank you for your response and for continuing to investigate this matter.

To answer your question regarding why I did not withdraw the AUD $150 before making a subsequent deposit:

At the time, I genuinely believed that the bonus had concluded once I had completed the wagering requirements.

This understanding was based on the information provided by Richard Casino. Richard Casino confirmed to me in writing that, once the wagering requirements had been completed, the winnings became real money and were transferred to my cash balance.

Richard Casino stated:

"Once the wagering is completed, the amount you won from the original bonus becomes real money and is transferred to your cash balance."

Based on that explanation, I believed I was simply playing with real-money funds. I therefore had no reason to believe that making a subsequent deposit, without activating any bonus, would cause all future gameplay and any later winnings to remain subject to the Tuesday Free Spins maximum winnings rule.

If the Bonus Terms had clearly stated that I was required to withdraw the balance before making another deposit, or that any subsequent real-money deposit and later winnings would continue to be restricted by the original promotion until a withdrawal was processed, I would have withdrawn the available balance first.

I would also like to clarify one point in your email. You mentioned that I had participated in multiple bonus offers at Richard Casino, including after this incident. Respectfully, that is not correct. I have not participated in any bonus offers at Richard Casino since this incident occurred.

My understanding at the time was based solely on the published Bonus Terms and Richard Casino’s own explanation that, once the wagering requirements had been completed, the winnings became real money and were transferred to my cash balance.

Thank you for requesting the complete game logs, bonus history and detailed breakdown of the gameplay from Richard Casino.

I appreciate your continued investigation and look forward to your independent assessment once that information has been reviewed.

Kind regards,

Dear Michal,

We would be happy to provide the player with their game history in accordance with our standard GDPR procedure.

However, as the requested information contains the player's personal data, gameplay history, and account records, we believe the appropriate process is for the player to submit a GDPR request directly to us.

We therefore kindly ask that the player contacts our support team at support@richardcasino.com requesting a copy of their game history and related gameplay records. Upon receiving the request and completing the standard verification process, we will provide the player with the requested information in accordance with applicable data protection requirements.

The player will then be free to share these records with Casino Guru should they wish to do so as part of this complaint.

We believe this approach ensures both compliance with our data protection obligations and full transparency regarding the player's gaming activity.

Thank you for your understanding.

Kind regards,

Richard Casino Team

Hi Michal,

I have submitted a GDPR request with the casino and completed the verification steps.

Im now waiting on Richard Casino to provide this information to myself. Once received I will forward this to you.

regards

Dear Smilii7,

Thank you for your response. While my intention is not to defend the casino, I do feel it is necessary to address some of the points and statements you have raised.

Richard Casino stated:

"Once the wagering is completed, the amount you won from the original bonus becomes real money and is transferred to your cash balance."

Based on that explanation, I believed I was simply playing with real-money funds. I therefore had no reason to believe that making a subsequent deposit, without activating any bonus, would cause all future gameplay and any later winnings to remain subject to the Tuesday Free Spins maximum winnings rule.

Well, the support team was correct. Once the wagering of the bonus was done, the winnings from the bonus play became real money and were transferred to your cash balance.

This, however, does not mean the bonus rules do not apply completely anymore.

While I can understand why you came to that impression, this, however, does not void the applicable rule, as I have highlighted above.

As it's quite clearly stated:

Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

Have you been informed by the casino team that all bonus related restrictions no longer apply at that that stage?

Furthermore:

I would also like to clarify one point in your email. You mentioned that I had participated in multiple bonus offers at Richard Casino, including after this incident. Respectfully, that is not correct. I have not participated in any bonus offers at Richard Casino since this incident occurred.

Could you kindly clarify this, then, and explain how my statement may be incorrect?

Have you, or have you not participated in any bonus offers at Richard Casino since this incident occurred?

I felt it important to clarify this, both for you and for anyone else following this thread.

Our intention is not to disregard casino rules or the operational framework. On the contrary, as long as those rules are in line with industry-standard practices and meet our expectations of fairness and transparency, as reflected in our Fair Gambling Codex, we consider them valid and applicable.

As an independent dispute resolution service, we do not take sides. Our role is to objectively review the available information and evidence and reach conclusions based on the facts presented by both parties.

That being said, I will await the evidence I have requested to ensure that all available information and evidence is properly reviewed before reaching an informed decision.

Dear Michal,

Thank you for your response and for taking the time to explain your position. I appreciate that Casino Guru is conducting an independent review and that you are waiting for all of the evidence before reaching a conclusion.

To answer your question, no, I was never expressly told by Richard Casino that all bonus-related restrictions no longer applied once the wagering requirements had been completed.

However, I was also never informed that the maximum winnings restriction would continue to apply after:

the wagering requirements had been completed;

the winnings had become real money and been transferred to my cash balance; and

I made a subsequent deposit without activating any bonus.

My understanding was based on Richard Casino’s own explanation, which stated:

"Once the wagering is completed, the amount you won from the original bonus becomes real money and is transferred to your cash balance."

Based on that explanation, together with the fact that there was no active bonus or wagering requirement remaining, I genuinely believed I was simply playing with real-money funds. Had I been informed that making a later deposit without any bonus attached would still leave all future gameplay and winnings subject to the Tuesday Free Spins maximum winnings rule, I would have withdrawn my balance before making another deposit.

I would also like to clarify my previous comment regarding bonus offers after the incident, as I believe there has been a misunderstanding.

When I referred to "the incident," I was referring to the point at which Richard Casino confiscated my winnings and the withdrawal dispute began.

I acknowledge that I received the Level 11 and Level 12 Loyalty Rewards during my gameplay on 2 June 2026. Those loyalty rewards were received before my withdrawal was reviewed and before Richard Casino confiscated my winnings.

I also note that those loyalty rewards were awarded after I had already completed the Tuesday Free Spins wagering requirements. According to my account history, the Tuesday Free Spins wagering was completed at approximately 8:05 pm, while the Level 11 Loyalty Reward was awarded at approximately 8:30 pm. I mention this simply to assist with establishing the sequence of events.

Therefore, when I previously stated that I had not participated in any bonus offers after the incident, I meant that I have not accepted or used any bonus offers after Richard Casino confiscated my winnings and this dispute arose.

I have also submitted a GDPR request to Richard Casino requesting my complete game history and gameplay records, as requested. I am still yet to receive this from Richard Casino.

Finally, I would respectfully reiterate what I believe is the central issue in this dispute. I fully accept that the Tuesday Free Spins promotion carried a maximum winnings limit. My concern is that the published terms do not expressly state that, after the wagering has been completed, the winnings have converted to real money, and a subsequent deposit is made without any bonus, all later gameplay and any winnings generated from that later deposit remain subject to the original promotion’s maximum winnings rule. That is the point I respectfully ask to be considered when reviewing the evidence.

Thank you again for your time and for independently reviewing all of the available evidence before reaching your conclusion.

Hi Michal,

just an update, I requested the GDPR from the casino over a week ago now, and I am still waiting to receive the information from them.

Hello,

We would like to clarify the status of the player's GDPR data request to ensure complete transparency.

We are fully prepared to process this request in strict accordance with legal regulations. However, to protect personal data and ensure information is not disclosed to unauthorized third parties, our standard procedure requires the player to complete essential verification steps and provide specific confirmation details upon submitting such a request.

While the player did initiate the initial inquiry, they have not yet responded to our follow-up instructions or fulfilled the necessary steps required to verify their identity for this data release.

We kindly ask the player to check their inbox, review the messages sent by our team, and complete the requested steps. As soon as the necessary verification is finalized on their part, the data package will be processed and provided without delay.

Kind regards,

Richard Casino Team

Dear Michal,

I would like to clarify the statement Richard Casino has just made regarding my GDPR request.

Richard Casino has stated that:

"The player has not yet responded to our follow-up instructions or fulfilled the necessary steps required to verify their identity."

This is not consistent with the email correspondence.

On 27 June, Richard Casino requested that I provide my name, date of birth, address, mobile number, payment method and other identifying information to verify my identity before releasing my GDPR data.

I replied on the same day with all of the requested information.

Despite providing everything requested, I have still not received my gameplay history or GDPR data.

I also followed up again after waiting more than a week.

For clarity, I have attached screenshots showing:

Richard Casino’s request for my identity verification.

My reply on the same day providing all of the requested information.

My subsequent follow-up requesting the outstanding GDPR data.

Based on this correspondence, I do not understand why Richard Casino has stated that I failed to respond or complete the verification process.

I simply wish to ensure the timeline is accurate so that the review is based on the correct facts.

Thank you for your continued assistance.

Kind regards,

Dear Smilii7,

Thank you for the updates.

Dear Richard Casino Team,

Could you please clarify why the player has not yet received the requested data despite having provided the requested documentation?

Additionally, could you please let us know when the player can expect to receive the requested information and evidence?

We look forward to your response.

Dear Michal,

We would like to inform you that the player's GDPR request has now been processed successfully.

The requested information has been sent to the player's registered email address. We kindly ask the player to check their inbox (including the spam/junk folder, if necessary) and confirm that everything has been received correctly.

Should there be any issues accessing the information, we will be happy to assist further.

Kind regards,

Richard Casino Team

Dear Richard Casino Team,

Thank you for the update.

Dear Smilii7,

Please forward me the documentation you received from the casino so that I can conduct an independent review. You can send it to michal.k@casino.guru.

Thank you in advance.

Hi Michal,

hope you are well.

currently I am not able to provide you the information as I am still yet to receive this from the casino.

the casino has provided this information in a link that cannot be opened. I have made them aware of this and I am still yet to hear back from the casino regarding this.

i have attached the information and copies of the correspondence of my conversation with the casino regarding this.

Dear Richard Casino Team,

Please provide the player with the requested evidence, preferably in an XLS or PDF format.

Dear Michal,

We have contacted you and sent all the information regarding this matter via email. Please check it—all the materials have already been sent and are available for your review.

If any additional information is needed, we are happy to provide it.

Best regards,

Richard Casino Team

Dear Richard Casino Team,

Thank you for your email. I have responded back with some additional enquiry and am looking forward to your reply.

Dear Smilii7,

Thank you for forwarding the documentation to me – I appreciate it.

After reviewing the records, I would like to outline the timeline as I understand it:

• On 2nd June at 20:01 (your local time), you claimed and successfully completed the "Tuesday Free Spins 50" promotion.
• At 20:02, you made a deposit of 50 AUD.
• At 20:05, the casino system credited your balance with winnings of 3.28 AUD from the promotion that still needed to be wagered.
• You then continued playing with a total balance of 53.36 AUD (comprising 0.08 AUD remaining from prior gameplay, 3.28 AUD from the free spins, and 50 AUD from your deposit).

The wagering of the bonus ended at 20:20 when your balance at that time was 100.36 AUD. Since this balance was significantly lower than the maximum win limit (150AUD), no deduction from your winnings was necessary. As I understand it, at this point, the funds were considered by the casino system as real money funds so that you would be able to withdraw them; this, however, does not dismiss the application of the rules, as it's clearly mentioned above and to which you agreed when you participated in the promotion.

From a technical standpoint, because your gameplay involved funds from a bonus, the bonus terms remained in effect throughout the session – up until the point you submitted a withdrawal request.

It was during the standard post-withdrawal review that the casino team identified that the winnings originated from bonus funds.

I have also carefully reviewed the gameplay you referred to, specifically the 20 AUD you mentioned. I would respectfully note that this transaction occurred at a rather unusual stage – it is very uncommon for players to make an additional deposit when their balance already exceeds 4.200 AUD at that time. This does raise questions regarding the intent behind that deposit. Can you please clarify this?

I want to emphasise that I am not suggesting any rule violation on your part with this action. However, I believe it is important to help you understand how casinos typically view such situations.

One of the reasons operators include rules such as "Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered subject to the maximum winnings rule" is to prevent any possibility – whether intentional or not – of players circumventing the system regarding the origin of funds used to generate winnings.

A little bit similar situation can be compared to deposit bonuses; the player also risks their real money funds, and if there is a maximum win limit on that bonus, it applies the entire time the bonus rules are active and the withdrawal is processed.

Moreover, as per your game log, once the casino team adjusted your winnings to the maximum win limit (150AUD), you immediately continued to play. It seems that you raised your complaint only after all the funds had been lost through your own subsequent gameplay. This is naturally something that would need to be considered in any overall assessment of the situation.

This being said, I am not in a position to provide a final conclusion regarding this matter, as there are still certain aspects I would like to be clarified from both you and the casino.

Dear Michal,

Thank you for your email and for taking the time to review the gameplay records in such detail. I appreciate that you are carefully considering all of the available evidence before reaching a conclusion.

To answer your question regarding the AUD $20 deposit:

I made that deposit because I intended to submit my withdrawal and leave some funds in my account so that I could continue playing afterwards. At the time, I did not consider that making a further deposit without activating any bonus would have any relevance to the completed Tuesday Free Spins promotion, particularly as the wagering requirements had already been completed and the winnings had been transferred to my cash balance.

Regarding your comment that I continued to play after the casino adjusted my withdrawal, I would just like to clarify the sequence of events.

When I submitted my withdrawal request, I intentionally left funds in my account so I could continue playing while the withdrawal was being processed.

Once Richard Casino informed me that my withdrawal had been reduced to AUD $150, I disputed that decision immediately.

My complaint was not made only after I had lost the remaining balance, rather, it was made as soon as I was notified that the casino had confiscated the winnings.

I hope this clarifies the circumstances surrounding both the additional deposit and the subsequent gameplay.

Thank you again for continuing to review the remaining issues with both parties before reaching your final assessment.

Dear Richard Casino Team,

Thank for providing the additional information.

Dear Smilii7,

I have now received all the information and evidence I believe provided me with a well informed understanding of the situation.

I would like to provide a detailed explanation of the course of events regarding your account activity at that time, and why the casino acted in accordance with the applicable rules.

As per the game log on 2026-06-02 at 12:01:38 UTC (20:01 your local time), you made a deposit of 50 AUD. With this deposit, the you activated the FS50 promotion code, which granted 50 Free Spins. At this point, you had both an active deposit of 50 AUD and the FS50 bonus.

You first used the Free Spins and win 3.28 AUD. This amount was added to the balance, resulting in a total of 53.28 AUD as explained previously.

It is important to note that once you completed the Free Spins and received the 3.28 AUD, the entire balance (53.36 AUD) became subject to the bonus restrictions. As per your game log that you can easily check yourself you continued gameplay with these bonus-bound funds at 2026-06-02 12:08:02 UTC. On 2026-06-02 at 12:20:02 UTC, the wagering requirements for the Tuesday Free Spins bonus were completed. At that point, your balance was "only" 100.36 AUD.

As this balance was below the maximum withdrawal limit of 150 AUD, no adjustment to your winnings was required. Consequently, while a notification would have been preferable from a greater transparency perspective, it was not necessary, as you still had the opportunity either to continue playing and increase your balance up to the maximum permitted withdrawal amount or to withdraw your existing balance.

The funds were therefore displayed as real-money funds, allowing them to be withdrawn. Had they remained still be classified as bonus funds, a withdrawal would not have been possible. This is the standard technical implementation of such bonuses adopted by the majority of online casinos.

As you did not submit a withdrawal request at that stage, there was no reason for the casino team to conduct a review of your gameplay at that time.

However, this does not negate the continued application of the relevant bonus rules. As clearly stated in the applicable Terms and Conditions, which you accepted upon participating in the promotion.

Later, on 2026-06-02 at 15:42:45 UTC, you made an additional (quite questionable) deposit of 20 AUD. This can be tracked in the game log: prior to the deposit, the balance was 4265.20 AUD (2026-06-02 15:41:52 UTC), and after the deposit, the balance increased to 4285.20 AUD (2026-06-02 15:43:12 UTC). As I mentioned previously it is very uncommon and unusual for players to make an additional deposit when their balance already exceeds 4.200 AUD at that time. This does raise questions regarding the intent behind that deposit. Your clarification does not provide sufficient context and appears to be inconsistent with the facts established in this case.

It is also important to emphasize that until this point, you had not initiated any withdrawal requests.

Since no withdrawal had been made, the balance continued to be bound by the bonus terms. Another important factor to consider is that you participated in multiple casino promotions, which means you had ample opportunity to familiarize yourself with the casino's bonus rules and understand how they apply – especially given that these rules have been in place for some time.

Subsequently, on 2026-06-02 at 17:07:05 UTC, you initiated a withdrawal request of 2700 AUD. Following this, the balance was reduced to 14.38 AUD. This reduction occurred because you then received a Level 12 [1] Loyalty Reward bonus, which was activated at that time.

Ultimately, the withdrawal transaction was finally reviewed at 17:28:16 UTC, and 150 AUD was credited back to your account at that very moment—which is the maximum allowable winnings from the FS50 (Tuesday Free Spins 50) bonus.

While I can agree that there is no explicit wording in the casino's bonus Terms and Conditions stating that a subsequent real-money deposit would remain subject to the same bonus-related restriction. At the same time, they also do not clearly state that such a deposit would be excluded from an already active bonus-related restriction. The clause "funds on the balance are subject to the maximum winnings rule" naturally means all funds – not bonus funds or real money funds separately.

I would also note that your own interpretation of a specific sentence in the rules does not necessarily reflect the correct application of the rules themselves, industry standards or common practices in such cases.

Since the reduction of winnings resulting from bonus-related gameplay was applied only once and at the earliest applicable point in accordance with the rules, I am unable to conclude that the casino acted outside the applicable terms, industry standards, or in a manner that would be considered unfair.

For the reasons outlined above, I cannot dispute the casino's actions.

Consequently, I have no other option that close this case as Rejected.

I understand that this may not be the outcome you had hoped for, and you are of course free to disagree with this conclusion. However, I believe the case was reviewed thoughtfully, and I have provided the reason for the conclusion transparently.

Should you still believe your position is justified, you are certainly welcome to pursue your case further via the appropriate authorities in your jurisdiction or the casino licensing authority. Unfortunately, we are not able to provide any additional assistance with this matter at this stage. If any other authority were to reach a different conclusion, I would kindly ask you to let me know at michal.k@casino.guru – I would genuinely be interested to learn their reasoning.

For the future, I would strongly advise you to familiarise yourself with bonus rules before participating in any promotion. Should any particular rule not be fully clear to you, I would encourage you to reach out to the casino's support team for clarification to help avoid any misunderstandings.

Taking that step can save you a great deal of frustration or disappointment later on.

Should you encounter any issues with this or any other online casino in the future, please do not hesitate to contact us. We will try our best to assist.

Best regards,

Michal

Casino Guru