Run4Win Casino - Player's winnings were reduced twice.

Hallo ICh hatte im casino zhur einzahlung freispiele bekommen.

Die Freispiele konnte ich umsetzen und wurde von 780 euro auf den max win von 300 nach umsetzung runtergesetzt.

Bis hier hin alles ok-

Davon 60 verspielt und 240 in auszahlung gegeben.

Irgendwann später wollte ich noch mal 20 einzahlen und wurde gefragt ob ich nicht die schwebende auszahlung lieber abbrechen möchte.

Dies tat ich und spielte die nacht durch und wollte irgendwann dan 640 Auszahlen.Diese hat man mir dann einfach wieder erneut auf 300 gekürzt.Also zum 2 mal.was ja nicht sein kann.ich hab mir die agb durchgelesen.Das ist so nicht rechtens.

obwohl ich vip bin ist mit dem support nicht zu reden..

hier einzahlungsverlauf.

08 Jun 2025, 12:00

AuszahlungAPM37~Pay via bank

Akzeptiert

300 EUR08 Jun 2025, 03:04

AuszahlungAPM37~Pay via bank

Abgelehnt

654 EUR07 Jun 2025, 23:07

AuszahlungCryptoprocessing

Zurückgerufen

260 EUR07 Jun 2025, 20:22

Einzahlungutorg~utorg-paysafecard

Akzeptiert

50 EUR

Dear kokatroll,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Welle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please advise if the balance in your casino account is divided into real and bonus money balances?
• Has the balance you continued to play with appeared as 'withdrawable'/ 'real money', or were your winnings displayed in your bonus balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hallo

Zu

Wurden Sie zu irgendeinem Zeitpunkt darüber informiert, dass die Bonusbedingungen auch nach Abschluss der Bonusumsätze weiterhin gelten?

Nein würde ich leider nicht.

Die Freispielgewinne waren Bonusgeld was nach Umsetzung auf 780 war und dann in 300 Echtgeld umgewandelt .von diesem Echtgeld stand 260 bei Abbruch war weder Bonusguthaben vorhanden noch Bonusgeld im Account.

Mit diesem 260 Echtgeld vom Auszahlungsantrag erspielte ich dann 654 Echtgeld .die bei Auszahlung erneut auf 300 reduziert worden sind.

Mfg

Hello kokatroll,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, and I apologize for the delayed response, kokatroll. Have you managed to contact the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

ich habe den support darauf 2 mal hingewiesen und mich beschwert.leider keine speicherung des chats...Das casino sieht sich im recht.....ist es aber nicht.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi kokatroll,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Run4Win Casino to join this conversation.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Casino Guru Team and Kokatroll,

Thank you for your patience while we reviewed your complaint regarding the reduction of your withdrawal amount.

After a thorough investigation of your account history and communication logs, we would like to clarify the situation:

1. Initial Winnings from Free Spins

Your original balance of €780, won using bonus free spins, was capped to €300 in accordance with the casino’s maximum win rule for bonus offers. This rule was clearly outlined in the Terms & Conditions, and we appreciate that you acknowledged this limitation.

2. Subsequent Gameplay and Withdrawal Reduction

Following your decision to cancel the pending withdrawal and deposit additional funds, you continued playing and achieved further winnings. However, this gameplay session was still tied to the original Saturday Fat Spins bonus. As a result, the maximum win cap remained applicable under our bonus policy.

Our support team informed you of this during your chat session, and a detailed explanation was provided. The reduction was implemented by our financial department following internal review and was fully compliant with our Terms & Conditions.

We understand how frustrating this may feel. Please know that our intention is always to uphold a fair and transparent gaming environment for all players. We appreciate your feedback, and we are always working to improve the clarity of our promotions and bonus terms.

If you have any further questions, please don’t hesitate to contact our support team or reply to this message.

Kind regards,

Run4Win Casino Team

Dear Run4Win Casino Team,

To sum up the situation here: the player won from the bonus free spins €780. The winnings were capped at €300 and became real money available for withdrawal. First of all, we see absolutely no reason why the bonus conditions should be applied to the winnings that have become real money. Secondly, the player wanted to withdraw these funds and make another deposit, but was asked to rather cancel the withdrawal. After he did, you keep applying the same bonus conditions that were already applied. It is unreasonable for restrictions to be applied if the bonus is finished. This creates a trap for players, because they are able to gamble with no possibility of claiming any further winnings. We believe that once the wagering requirements of the bonus have been completed, the bonus winnings shouldn't have any win limits applied immediately and then be added to the player’s real money balance. At this point, the bonus should be considered finished, and any related restrictions should no longer apply. The player should be able to withdraw the winnings or continue to play as they choose. 

Dear Peter,

Thank you for your message and for taking the time to share your perspective on this case.

We would like to clarify the situation further from our side, particularly regarding the application of our bonus rules and the sequence of events related to the player’s withdrawal.

Maximum Win Cap from Free Spins Bonus

Our Terms & Conditions clearly state that winnings from free spins bonuses are subject to a maximum win cap - in this case, €300. This limitation is part of our bonus policy and is in place to ensure fair and consistent promotional practices. Once a player wins from a free spins bonus, they are absolutely welcome to cash out the maximum allowed winnings, which would be credited to their wallet accordingly. After that payout, the player is free to deposit additional funds, and at that point, no maximum win restrictions from the original bonus apply anymore.

Regarding the Cancellation of Withdrawal

It is important to highlight that the player was not instructed or encouraged by our support team to cancel their pending withdrawal. Instead, an automated system notification was displayed - this is a standard message shown to all users who attempt to deposit while having a pending withdrawal. Its purpose is to inform players that they must cancel their withdrawal to proceed with a new deposit. This is a system-generated reminder and not an intervention or recommendation by our staff.

In this specific case, the player chose to cancel the withdrawal and continue playing. However, because the bonus session (from the Saturday Fat Spins bonus) was not considered closed- meaning the winnings were never cashed out - the maximum win cap still applied as per the bonus terms. To remove any further bonus restrictions, the player would have needed to successfully withdraw the winnings first, thereby ending the bonus session formally.

We do appreciate your concern regarding the transparency of these rules, and we are continuously reviewing and improving how this information is communicated to ensure all players are well-informed before making their decisions.

Should you have any further questions or require additional clarification, please don’t hesitate to reach out.

Kind regards,

Run4Win Casino Team

Dear Run4Win Casino Team,

Even though we understand your point of view, our position remains. Once the bonus funds become real money, there is absolutely no reason to apply bonus rules to the player's winnings. Secondly, blocking deposits while there is a pending withdrawal doesn't create a very good user experience; however, it doesn't make much difference in this case. Please let us know if the player will get paid in full, and we will close the complaint accordingly. In a case of non-payment, the complaint will be closed as unresolved and will have negative impact on the casino's safety index.

Dear Peter,

Thank you for your response and for taking the time to review this case.

We would like to offer some clarification, as we believe certain aspects may have been misunderstood. Our bonus Terms & Conditions clearly outline a maximum win cap from bonus funds. This is a standard industry practice, and in this case, it was applied fairly and transparently. Importantly, the player has not raised any objections regarding this part of the process, as we followed the published T&Cs.

Secondly, we would like to clarify that our platform does not block deposits after a withdrawal has been requested. Instead, the system notifies players that if they proceed with a deposit while a withdrawal is pending, they have the option to cancel the withdrawal. This is simply an informative prompt and not a restriction.

Lastly, the player was advised by our support team to withdraw their winnings in order to remove the bonus-related win cap on the earlier €300 balance. Had the player not canceled the withdrawal and subsequently won using newly deposited funds, those winnings would not have been subject to any bonus terms.

We kindly ask that you re-evaluate the case in light of this explanation and share your final thoughts on how you believe we should proceed.

Kind regards,

Run4Win Casino Team

Dear Run4Win Casino Team,

Thank you for your reply. I agree that some aspects may have been misunderstood. Regarding the following: "Terms & Conditions clearly outline a maximum win cap from bonus funds." It is alright to have a max win cap, and it is great that it was applied automatically. However, it should be applied once at the exact moment when the wagering of the bonus is finished. This action closes the bonus play, the winnings are transferred to the real money balance and the bonus conditions shouldn't apply anymore. You can't apply bonus rules to real money funds. We would like to see the system notification and the conversation with the support. You can send it to my email address (peter.m@casino.guru).

Dear Peter,

Thank you for your message.

Our Head of the Support Department has provided requested information as per your inquiry. We kindly await your response and remain at your disposal for any further clarification you may require.

Best regards,

Run4Win Casino Team

Dear Run4Win Casino Team,

Thank you for your email, even though I'm not sure what you are trying to prove. The conversations confirm that the player's winnings were capped twice, which we can't consider to be fair. If the player doesn't get paid their winnings, I'm afraid, the complaint will be closed as unresolved, which will affect the casino's safety index.

Dear Peter,

Thank you for your continued correspondence.

We would like to clarify, once again, that the maximum win restriction persists after the completion of the wagering requirement, as clearly stated in our Bonus Terms and Conditions. The player in question had already lost their deposit prior to using the bonus spins; therefore, all winnings derived from the bonus play fall under the maximum win restriction outlined in our Terms.

While we understand Casino Guru's perspective on what is considered "fair," we must respectfully emphasize that Casino Guru is not a regulatory authority and is not in a position to redefine fairness or compel the casino to override its Terms and Conditions.

The decision to adjust the player's balance was fully compliant with our established bonus rules and the current regulatory framework. There has been no mistake or misconduct from our side.

We trust this clarifies the situation.

Best regards,

Run4Win Casino Team

Thank you, Run4Win Casino Team, for your reply.

Dear kokatroll,

I’m afraid I won't be able to persuade the casino to pay you your winnings. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players, even though I'm afraid double-capping winnings is a standard in many casinos and the authority may tolerate this. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Run4Win Casino stating that the player's winnings were refunded.

Dear kokatroll,

Can you confirm that your balance has been restored?

Dear kokatroll,

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.

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,
Peter
Casino.Guru

Dear Run4Win Casino Team,

We received a message from the player stating that they haven't received any funds yet. Could you please double-check?

Dear Peter,

We have checked, and the funds are already in the player’s account. They just need to request a withdrawal for that amount in order to receive it.

Best regards,

Run4Win Casino Team

HALLO,

Ich habe eben noch mal geschaut und es ist nun im Account.

Ich danke beiden Parteien für die Lösung des Problems und ich werde in Zukunft nun auch weiterhin in diesem Casino spielen.

Vielen Dank.

Hi all,

Thank you for your replies.

Dear Lukei9,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter