Topacio Casino - Player's bonuses have been confiscated.

I want to make my case known because this casino has very bad practices, and I want to tell everyone, THEY ABUSE THEIR POWER.

They don't respect their terms and conditions, they don't respect their rules, and most importantly, they don't respect their customers.

I registered with them this morning and made my first deposit this afternoon, accepting the 100% casino bonus. Since I only had 2,240 pesos and still need to reach the wagering requirement of over 8,000,000 pesos, I decided to manually cancel the bonus so I could claim my second 75% casino bonus, as promised in their offers. However, as soon as I canceled the first bonus because I didn't have a chance of reaching it, the other two bonuses magically disappeared. I contacted their chat support for an explanation, and they told me that because I rejected the first bonus, they wouldn't give me the other two. But how?! Their terms and conditions don't say anything like that, and it's logical that I would reject that bonus because the wagering requirement was impossible to meet, right? But they blatantly lied to me, even going so far as to accuse them of abusing their power and not complying with their own terms and conditions.

They made me trust their casino, they made me deposit with confidence, they made me lose that trust now with the lies they tell me, to the point that I told them I wouldn't let it go and would ask you, Casinoguru, for help, and after that they took me seriously, making me understand that it was a mistake, that I should please be patient, that they were going to report my case. After all the lies they told me, now they're trying to fix things because I "threatened" them, and it wasn't a threat, it was just that I let them know I was going to seek advice from you, Casinoguru.

It's unfair that they're taking away my bonuses when that's what attracts most people and they're not delivering on their promises. But what frustrates me most is that they're blatantly lying. I hope you can help me, please.

My casino account has now been fully verified

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Hello,

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

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

• Do I understand correctly you made only one deposit in the casino?
• Do I understand correctly that instead of continuing to play with the bonus, you manually canceled the bonus? Have you contacted casino support in order to cancel the bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

I made a total of 3 deposits, the first one was granted the bonus, the second one I claimed after spending approximately 3 hours claiming my bonus which is legitimate, and the third deposit was not granted the bonus at all, even though I had already accepted the bonus before.

I cancelled it manually because it makes sense that if I no longer have a chance of reaching the goal, logically one must cancel it in order to be eligible for another bonus.

Now I have an even bigger problem. I registered on November 24, 2025, and fully verified my account that same day. Right now, all my withdrawals have been rejected because they're asking me to verify my account again by uploading more photos. This is just too much. I haven't been able to make my first withdrawal. I have 1,352,000 to withdraw, and they won't let me. Now, every time I try to verify my account again by uploading the documents, I get an error, and they're unable to provide a solution. It's worth mentioning that they never resolved the issue with my third casino deposit bonus. They're not opening anything. Supposedly, there was a system update, and that's why they're asking everyone to verify again to withdraw their money, but now they won't let anyone verify, and everyone's money is either delayed or lost because people get the urge to keep playing until they lose everything.

Thanks for your explanation.

Since you decided to continue playing with the deposited funds, we'll disregard the deposit bonus issue.

If the issue with the verification is still ongoing, kindly specify the amount on your player's account you wish to withdraw and share the relevant communication between you and support, as evidence of the incident.

Share the information with me at [email protected]

Dear Mayo3832,

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,
Tomas
Casino.Guru