The player from Finland had won 3,170 EUR from free spins at Sushi Casino, but only received 30 EUR due to a claimed maximum withdrawal limit. After contacting customer service, he was informed that there was no limit, but the casino later reversed this statement when he mentioned his winnings. He sought assistance in retrieving the full amount owed. The issue was resolved by confirming that the casino's terms stated a cap on withdrawals from winnings generated by non-deposit free spins, which was set at 30 EUR. Therefore, the complaint was rejected based on the established terms and conditions.
Sushi Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €3,170
Sushi Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Hi, I won free spins from the Sunday mystery bonus box at Sushi Casino, which after wagering I won 3,170 EUR. The casino only paid me 30€ for that amount, citing that the maximum withdrawal limit for free spins is 30€. Later I realized that I had to go ask customer service about it and two different agents there told me that there is no withdrawal limit on winnings in the Sunday mystery bonus box, but as soon as they found out that I had been frankly robbed of winnings worth 3,170 EUR, they changed their minds and claimed that the maximum withdrawal limit is 30€. That casino now owes me 3,170 EUR because there is actually no withdrawal limit for the Sunday mystery bonus box, so could casinoguru please help me get the money that is mine? Thanks in advance.
Automatic translation:
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9 months ago
Dear Jarski88,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms and Conditions, and this is what I found:
23.19. The maximum withdrawal amount generated by winnings from non-deposit free spins, loyalty free spins and non-deposit bonuses is €30 (or currency equivalent).
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider win limits to be unfair and predatory only when they are applied to real-money play. However, we accept bonus terms that place a cap on the amount that can be withdrawn from bonus winnings.
After reviewing your communication with the casino’s customer support, it seems there may have been a misunderstanding related to terminology. Some casinos distinguish between maximum win and maximum withdrawal. This means your winnings may not be limited while playing, but the amount you are allowed to withdraw could still be capped when you request a payout.
Additionally, please keep in mind that casino customer support is often outsourced, and the information provided by agents may not always fully reflect the terms listed on the website. In such cases, the official terms and conditions always take precedence.
If you have any further information that could support your case, please feel free to share it. Otherwise, I will have to reject your complaint based on the current findings.
Thank you for your understanding.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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9 months ago
TranslationYes, but you can't get those Sunday mystery boxes without a deposit.
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9 months ago
I have reviewed the Terms and Conditions of the bonus, and it appears that this is not a standard deposit bonus. To receive the mystery box reward, players must complete several steps: make a deposit during the week, log in to Sushi Casino early on Sunday, and be among the first 100 participants to claim a prize.
The bonus amount is randomly determined, and the prizes vary — they can range from 25 free spins to €100. Free spins are just one of the possible outcomes. Since this reward is not directly linked to the deposit itself but is rather a promotional prize, the maximum win rule for free spins mentioned in the Terms and Conditions still applies.
Therefore, the casino capped your winnings in line with the General Terms and Conditions. Unfortunately, we are unable to assist you any further in this case.
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.
Best regards
Veronika
Casino.Guru Team
