Winnerz Casino - Player’s winnings have been capped.

Hi I played a reload bonus at this casino.

and after I won the money the capped my winnings to 1000

nowhere it is written in the terms. The chat said they can just decide whenever they want to do this.

I think this is not fair.

Dear FlyingKellz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Which games did you play - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear FlyingKellz,

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.

Reload bonus No terms about a max win. Just playes a couple casino games mainly slots

Thank you very much for your reply, FlyingKellz. 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.

Dear FlyingKellz,

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.

There is no real communication only what i showed you;

FlyingKellz, I went through all the information as well as the casino's General T&Cs, and this is what I found:

9.8 Any winnings derived from cashback, bonus money, complimentary free spins, or other free rewards may be limited to €1,000. The excess amount may not be available for withdrawal.

Examples of Limited Bonus Winnings:

Example 1: If a player is credited 100 free spins on Book of Dead and wins €5,000, the player's available withdrawal amount will be €1,000, and the remaining €4,000 will be forfeited.

Example 2: If a player is credited a €50 bonus with x10 wagering and wins €6,500, the player's available withdrawal amount will be €1,000, and the remaining €5,500 will be forfeited.

Example 3: If a player receives a cashback of €5,000 and wins an additional €20,000, the total winnings available for withdrawal will be capped at €1,000, and the remaining €24,000 will be forfeited.

Example 4: If a player wins €5,000 from 100 free spins on Book of Dead and later wins an additional €20,000, the total winnings available for withdrawal will be capped at €1,000, and the remaining €24,000 will be forfeited.

I understand this might be disappointing, but from what we can see, the casino acted within the rules set by these terms. Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

This complaint will therefore be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion.

Best regards,

Kristina

Casino.guru