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So I was offered 43 free spins on a game called warrior conquest. In one minute I finished the spins with a balance of $10.75 (Charlie your winnings is coming form a free chip, the rules was:

43 Spins on Warrior Conquest

1x redemption only

Slots & Keno only

40x Playthrough | $50 max cashout only.

Everything what was above $50 has been revoked. Are the rules they are going by and I followed. Keep in mind a 50$ cashout max. Instead of cashing out. I decided to play, which is now rightfully my money as won under their rules, so I started playing another game for over an hour and had some pretty good results. I had accumulated over $5000 that were withdrawable and showed as real money, not bonus, play through or any other non withdrawal kind. I started the withdraw process and it asked for My ID and some other information to finish the withdraw. I was having trouble uploading my Identification so I continued playing and had lost about 900$ when all of a sudden it said I had insufficient funds to finish bet. I was betting 50$ bets and had 4300 left when the money vanished. I was told it was a cupon reversal withdraw. No where does it state that the winnings from the free spins are subject to confiscation without notice. I was allowed a max 50$ cashout which I was in compliance with, the free spin deposit was approved of 10.75$ and I was allowed to continue playing for an hour before the stole my money. It is clearly theft because I was in the guidelines of the 50$ cashout they stated in the rules of free spin play. My cashout winnings of under 50$ that were rightfully won were used as real money to with the money that was confiscated by the casino on rules that did not apply to what now was money rightfully mine. I kept getting the rules from the spin recited to me but they failed to address the issue that the 43 spins were completed and done with . That only took one min. The fact that I played over an hour on the $10.75 until I reached 5000 and was able to really cashout for real, everything was takin during gameplay as I was playing. I could not cashout because my Identification wasn't fully submitted yet which is still in progress because they took the money before I could finish it. I had 99 comp points from that game play, which you can not get from free spin plays. I would say that this is theft, misleading and not right because the 50$ max cashout was the money I used to get the 5000$. If I am wrong please tell me how. Yes I did use one free spin email in 2022 and one this year. I do not deal in crypto currency so I had no bitcoin wallet at the time. The rules I have met and filled to the best of knowledge the casino offered. I have attached photos of the transaction and the identification process that shows I had a withdrawable sum. Before they took the money it showed 5000$ . Now it shows zero. You can't withdraw zero so there would be no reason to ask for my identity. 99 comp points to. I only got 1 from the 43 free spins, the other 98 came from what was won from the those spins( max cash out of %50), which was 10.75. Rightfully my money as per game rules. When the spins were over it automatically stopped and deposited free spin winnings to my account, at that point those rules should have been done with as were the free spins and not added on to the 50$ cashout that is allowed.

Dear charliefrankill,

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 advise if your balance was reduced right after completing the wagering for Free Spins? Do I understand correctly that instead of withdrawing your winnings, you decide to continue playing? Are there two balances displaying bonus winnings and real money inside your casino account?

Could you please forward your game history to petronela.k@casino.guru?

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

Best regards,

Petronela

I started playing as a free player on the 43 spins . Once those were complete in just a few mins I accumulated 10.75 and 1 comp point. The money was deposited as free spins deposit and changed my title to depositor meaning now I'm not a free player but a paid player. I could withdraw that money or as I did , I continued playing. I played in a whole different game betting upwards of 50$ spins. Keep in mind free play you can not change bets. That is set and you can not even use auto spin. I played that $ 10.75 for over an hour. I spun and spun changing my bets up and down and I got a bonus on a 50$ spin that's when I hit big. The whole time it showed the money was real and withdrawable. I started the process and had trouble uploading my Identification. I played and got down to around 4300 and the money vanished. I immediately sent a message. No one said anything. My transaction said coupon reversal withdraw.

Here is showing my title depositor. I racked up 98 more comp points during that play.

time frame from the 1 min free spins and hour i played with real money

I was unable to screenshot the balance because they took it before I realized I would even need it. I was so caught up in the game they caught me off guard

this shows I started the withdraw process. You can't start this process with 0 real dollars. It's not even an option. They snuck one in on me and took the money between starting this process and actual in game play. I would like to submit one more email. The very first email about the situation on the next reply

Thank you, charliefrankill, for your reply and forwarded emails. Could you please forward your entire game history from that game session? Looking forward to hearing from you.

The fact of the matter is regardless if it's 50$ they still took the money. I would have been ok with that. They were being dishonest and shady just taking it during gameplay. That casino is crooked, if you read the BS they have on the terms page it says enough. They need to be shut down. They have criminal intent and terms and conditions clearly showing it.

Thank you, charliefrankill, for your cashier history. Could you please download or request your entire game history (game logs) from the casino and forward it to me at your earliest convenience?

I got banned from the casino. I can't log in. What I've already sent twice was my entire game history. I started with the free spins that are in question at this time. The next was them taking the money, after that I tried free spins again just to see if it would let me. Nothing that I can remember before that although one of the agents said I had spun some in 2022 which I don't remember and certainly can't find. If you look at the page I sent, transaction history says (all). Because that is what I chose instead of certain dates.

Now that I read what this casino has done to other ppl I don't believe anything can be done and most likely wasting our time. If you feel something can be done please feel free to continue. They are crooks and that's that. I appreciate your time and effort but they have terms set where they can get away with whatever. They work under different names and different casinos. It's a shame but fact of the matter is they aren't gonna lose money.

I have a review on Trust Pilot, someone from CL said the would love to look at my account and see what they could do. I've tried that and it got me revoked. I couldn't even reply to their response anyway . If they wanted to resolve anything they would have when I tried countless times.

Thank you very much, charliefrankill, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello charliefrankill,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

I had back and forth emails with a Ms. Mia Ortiz, I believe, it was as pointless as playing games on their site. Not one person would listen to me or even try to explain what happened. First time player on that site and very little experience with online casinos period. I was banned from the casino for asking and trying to understand terms and requirements.

Doesn't look like they are gonna comment or even justify their actions. I'm not sure if there is anything that can be done. I will continue to monitor this thread because if I'm wrong I wanna apologize for wasting everyone's time and caling them crooks. Actions speak louder then words. Im man enough to say I didn't fully understand what happened and will apologize if needed. Thank you for taking the time to read my rant Casino Guru team. You guys are doing a great job.

It may take some time, but I am sure Nick (casino representative) will reply.

I really appreciate everyone at Casino Guru for going out of your way to try and resolve this issue. I really don't think the casino is going settle this or if I even want to take this matter any farther. It's quite obvious they have no intention. My Trust Pilot review got a response but it was purely a show because I referred them to this website in response to their response.

Greetings all,

I have reviewed the situation and the free bonus you were playing at the time of the win comes with a maximum cashout value of $50 charliefrankill. When you met your wagering requirement (playthrough) the system automatically removed the non-cashable funds from your account in preparation for withdrawal. If the funds were still in the account I perhaps could assist however the funds were then played down to $0.00, there are no longer any funds left in the account to withdraw. I wish I had better news for you.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Crypto Loko

I never had a chance to "cash out" anything. This is the same bullshit story they give every time. DURING GAME PLAY !ALL! OF IT WAS REMOVED. I didn't play it down ,I was playing 50$ spins for over an hour. I have still yet to find free spins anywhere that last that long. This casino is trash and so is everyone that run it. I'm not wasting anymore time trying to reason with morons like this. CRYPTO LOKO STOP RIPPING PLAYERS OFF!

Dear charliefrankill,

Isn't it possible that if you played a $50/spin bets, when the casino capped your winning to $50, you made a spin without noticing it, and the remaining $50 was deducted? If that bet didn't win anything, that would explain why your account was suddenly empty.

The casino representative provided evidence that shows that the winnings were capped and that there is no balance on your account.

No. I was playing it down and trying to submit my Identification too. It kept giving me an error so I went back to playing and spun about 5 times, then insufficient funds popped up. I didn't understand at first what happened. I even say that in one of the emails I first sent. I played for 1 hour. Try playing the free spins or even the bonus money for one hour. Good luck. I met and exceeded the wager requirements by far. That's why they started being shady right off the bat. My account was upgraded to a depositor. Not free player. That's why you can't get anything other then the same BS out of anyone of them. They cant believe I made it that far to begin with much less pay anything I won. I understand I was playing free spins THEY SENT!, I DIDNT ASK FOR. I wouldn't have minded paying money to play had they not been bit***s about it. I don't care to even post another comment on the ni****s that run that casino. Thank you casino gurus. Sorry you wasted your time

Dear charliefrankill,

The casino provided evidence from which it is clear that you played a $50/spin bets when the casino capped your winning. The next bet after that resulted in a loss, so your account had a zero balance.

From the log is evident that the casino didn't cheat you anyhow.

Based on the evidence, the complaint will be rejected.

Ok. That's fine. I don't know how you think It wasn't shady. They took the money during game play without warning. So if that is true which it may be. I had no clue because it was takin while I was using autospin. No one said anything it just said insufficient funds. I really don't care about the money. It's the fact that I'm not the only person they screwed around. The real fact is I don't have an ID. They could have used that but didn't cause they didn't look that far into it. Thanks for your help.

   I don't know how you think It wasn't shady.

The explanation is quite simple: Look at the situation from another side. If we decided in your favour: Everybody would come to the casino, take the free bonus and set auto spin, and watch what happened. In case of a win, he would keep the money, and if not, then ask the casino to set the balance back. Would that be fair?

You were the one who decided to set auto spin and bets to $50, which is the value of max cashout from the bonus.

If you won from that bet, you wouldn't return the money. You had a chance to win a lot or lose all. You lost. From our perspective it was fair.

Dear charliefrankill,

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.

Due to the aforementioned reasons, this complaint will now be rejected. 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.