VegaZone Casino - Player’s balance has been incorrectly reduced.

I deposited €30 and claimed the Monday 50% bonus. My balance was suddenly reduced from €234 to €75.

When I checked the bonus T&Cs, it clearly states that the maximum win is 5x the deposited amount. The calculation is quite simple: 5 × €30 = €150, so my balance should have been reduced to €150, not €75.

I contacted live chat for clarification, but the agent named Christopher was extremely unhelpful and seemed unable to understand what I was explaining, even though I provided screenshots showing the issue. Instead of resolving the matter or providing an explanation, he simply disconnected the chat.

I would therefore like a clear explanation of why my balance was reduced to €75 instead of €150, based on the stated bonus terms.

I am asking for your help in resolving this issue, as it currently appears that the casino is unwilling to cooperate or provide a proper explanation.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with? Did you find this bonus on the casino's website, receive it in a promotional email, or find it on a third-party website?
• How did the casino customer support explain the cap applied to your winnings? Based on the information you provided, it seems that the casino capped your winnings at five times the bonus amount rather than five times the deposit amount.
• Were your winnings reduced immediately after you completed the wagering requirements for this bonus?

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