The player from Austria is frustrated with the casino's decision to withhold nearly €700 following the cancellation of a bonus. He believes he was not properly informed about the potential loss of his balance and questions the legitimacy of the actions taken regarding his deposit and winnings. He demands a clear breakdown of his financial situation and expects a thorough examination of his case.
TuffPuff Casino - Player's winnings are confiscated after bonus cancellation.
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5d 23h 44m 15s
TuffPuff Casino
Safety Index 8.5 HighCase summary
Discussion
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10 hours ago
Translation
Subject: Complaint regarding the complete and, in my view, disproportionate withholding of almost €700 after bonus cancellation
Dear Casino Guru Team,
I am contacting you because I consider the practices of this online casino to be extremely questionable and I feel unfairly treated as a customer.
I deposited €50 of my own money and received an additional bonus of €50. By playing, I was able to increase my balance to almost €700.
Since the bonus conditions significantly restricted my payout and I was bound to certain wagering requirements, I decided to cancel the bonus.
What happened next is, in my opinion, completely unacceptable: Immediately after the bonus cancellation, my entire balance was deleted. Of almost €700, suddenly nothing was left.
What's particularly outrageous is that I didn't receive sufficiently clear notification before canceling that I might lose my entire balance as a result. Had I been transparently informed about this consequence, I would never have cancelled under these circumstances.
In my view, it cannot be right that a customer deposits their own money, plays with that money, makes winnings, and then potentially loses their entire balance through a bonus cancellation without having been clearly informed about these consequences beforehand.
In my opinion, the casino cannot simply hide behind general bonus conditions without transparently disclosing which amounts were actually bonus funds and which were real money or real money winnings.
Therefore, I demand a full explanation from the casino and not just the information that it's bad luck:
Where did my original €50 deposit go?
What was my actual real money balance before the cancellation?
What proportion of the nearly €700 consisted of real money winnings?
On what specific contractual basis was my entire balance deleted?
Where is the proof that I was explicitly informed of the complete loss of my credit balance before the cancellation?
I find this approach highly opaque and customer-unfriendly. A customer must be able to clearly understand the financial consequences of such a decision before confirming it.
I want to make it absolutely clear: I am not demanding that bonus funds be paid out to me contrary to the applicable terms and conditions. However, I do demand that my own money and all legitimate real money winnings not be withheld as a lump sum.
I expect this case not to be closed simply with a reference to the bonus terms and conditions, but that the casino will disclose the individual money transactions and provide a comprehensible justification for the legality of the complete deletion of the balance.
I expressly ask Casino Guru to critically examine this case and to request a transparent statement and a fair solution from the casino.
This is not just about almost €700, but also about the fundamental question of how customers and their deposited money are treated.
I will not be satisfied with a generic, standard answer.
Best regards
Automatic translation:
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16 minutes ago
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16 minutes ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. I have reviewed the Bonus terms and they state that when playing with a bonus, real-money funds are used first, followed by bonus funds. They also state that requesting a withdrawal before completing the wagering requirements removes the bonus and any winnings derived from it, leaving any remaining real-money funds available for withdrawal.
This means that your original €50 deposit may already have been spent during gameplay before the bonus was cancelled. However, these terms alone do not establish how your balance was divided at that point or what rules applied to the cancellation itself.
- Did you cancel the bonus manually through your account, ask support to cancel it, or request a withdrawal?
- Was your balance shown separately as real money and bonus money immediately before cancellation? Please share any available record showing this breakdown.
- Please provide the name or code of the bonus and any correspondence in which the casino explained why your entire balance was removed. My email address is veronika.f@casino.guru.
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
