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I registered and played at Asino Casino with an active bonus. I was fully aware of the bonus terms and made sure not to exceed the maximum allowed bet of €5 during the wagering period. I successfully completed the full wagering requirement of €14,000 and started betting higher amounts only after the bonus was completed.

Despite this, the casino accused me of breaching the bonus terms due to one single accidental spin of €10 (Game ID: 71841339 – Money Jar 2), which occurred after the bonus was already fulfilled. As a result, they confiscated all my winnings and left only the original deposit on my balance.

To make things worse:

My game history was removed from my account, so I couldn’t verify the situation myself.

The casino only provided the gameplay data later as an external file via email, which raises serious concerns about data manipulation or transparency.

After completing the bonus, I won around €1,000, which I later lost again by continuing to play – not knowing that my previous balance would be forfeited.

I believe the casino’s actions are unfair, disproportionate, and possibly in violation of fair gaming practices. I kindly ask for help in recovering my rightful winnings or at least a fair and independent review of the situation.

Thank you in advance for your support.

Hello Taii,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Asino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly did you finish the wagering requirement?
• When was the last time you spoke to the casino and what was it about?
• Can you request the betting history from the casino to forward it to you?

Looking forward to your answer.

Regards,

Nick

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 Taii,

We appreciate your feedback and have thoroughly investigated the situation. We'd like to provide a comprehensive explanation to clear up any misunderstandings.

First of all, we would like to emphasize that our casino is fully licensed and operates strictly in accordance with the established Terms & Conditions, which you agreed to upon registration. These rules are in place to ensure fair and secure gameplay for all users.

According to our system data, on 2025-03-19 at 11:30:22 UTC, you received the bonus WP - First Deposit - DE - 100%. On the same day, at 14:44:36 UTC, while the bonus was still active, you placed a €10 bet in the game Money Jar 2, thereby exceeding the maximum allowed bet with an active bonus. Please note that the wagering for this bonus was completed only on 2025-03-20 at 03:28:53 UTC.

As a result, your winnings were confiscated in accordance with Section 1.5 of our BONUS TERMS & CONDITIONS:

"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, ASINO reserves the right to confiscate the winnings."

If you have any further questions, we’ll be happy to assist you.

Best regards,

Asino Casino

Dear Taii,

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.

Hello Nick,

Thank you for your response and for taking the time to look into my case.

Here are the answers to your questions:

Yes, my account is verified. I completed the verification process around March 26th, 2025.

I fulfilled the wagering requirement on March 20th, 2025.

The last time I spoke with the casino was via email, and they simply stated that their decision to confiscate my winnings was final and referred me to their bonus terms. They did not offer any explanation or resolution.

Yes, I have already requested my betting history from the casino. They provided it via an external file attached to an email, but my game history was removed from my casino account, which raises concerns about the integrity and transparency of the data.

Please let me know if you need any additional details or documents. I appreciate your support and look forward to the next steps.

Best regards,

Tai Anh

Dear Taii,

Thank you for getting back to us and for providing additional information.

We would like to reiterate that your winnings were confiscated due to a violation of Section 1.5 of our BONUS TERMS & CONDITIONS, as outlined in our previous response along with the specific details of the breach.

Please note that bet history has never been publicly available in the personal account interface at Asino Casino. However, it is always accessible upon request through our technical support team, as was done in your case.

As for game history, it remains viewable in your account. That said, we kindly draw your attention to the fact that players have the ability to manually delete their game history from the account interface.

Please also note that game history is recorded and stored in our internal system, and the information provided to you by our support specialists was retrieved from the appropriate department and is accurate.

Should you require any further clarification, feel free to let us know - we’re here to assist.

Best regards,

Asino Casino

Dear Asiono Casino,

Despite the breach of the specific bonus rules, we believe that you should reconsider your decision especially if the player's final balance would not depend on the outcome of that single bet.

I will be now forwarding the complaint to my colleague Branislav ([email protected]) who will be further resolving the matter.

Best regards,

Nick

Dear Taii,

Thank you for your patience! Despite the violation, our team has decided to make an exception and return your winnings to your balance. We truly value our players and appreciate your interest and activity on our platform. Since the bet limit was exceeded only once, we’ve decided to take a lenient approach this time. However, please note that going forward, any violation of the bet limit during an active bonus, even a single instance, will result in winnings being voided without the possibility of restoration.

As a licensed casino, we strictly follow our established rules to provide a fair and secure gaming environment for all players. Section 1.5 of our BONUS TERMS & CONDITIONS allows no exceptions - any breach results in forfeited winnings, regardless of whether the violation occurs once or multiple times.

We’ve also submitted a request to our relevant department to provide you with a PDF file of your full gameplay history for your own review.

Please make sure to carefully read and understand the bonus terms before activating them in the future.

If you have any further questions, we’re happy to assist.

Best regards,

Asino Casino

Greetings all,

Thanks to both parties for replies and additional details, and I am sorry for the delay.

Dear Asino Casino Team,

Thank you for the reconsideration and the update. We appreciate your approach and willingness to cooperate in resolving the matter.

However, I would only like to add that although you mentioned your casino is fully licensed and operates strictly in accordance with the established Terms & Conditions, which players agree to upon registration, and that these rules are in place to ensure fair and secure gameplay for all users, it is not completely fair and alright to confiscate entire users' winnings due to a single/one-time breach (likely unintentional), and in such cases, online casinos should definitely investigate the situations and circumstances in more detail, especially regarding a possible breach/abuse or any unfair advantage users could gain. Such rules should not serve as a tool to confiscate players' winnings at all costs. That is one of the domains of more reputable and fair casinos.

It is only a recommendation, for the future or possibly other complaints like this one, and I am writing this in accordance with our internal policy and the Fair Gambling Codex - if it is clear or very likely a user breached the maximum bet amount once (maybe a few times, depending on a particular situation), and it was unintentional or that they even did not gain any unfair advantage by doing that (did not abuse it this way intentionally or even lost such a bet), we do not agree with confiscation of all winnings. Also, even if a player wins from such a bet exceeding the maximum bet amount with an active bonus, if it was unintentional, without the purpose of abusing the casino's system or settings/restrictions, probably confiscation of the winnings won in such a bet would be acceptable. It would rather meet standards for fair and secure gameplay for all users.

In an ideal world, online casinos would enforce maximum bet amounts on their side, so it would not be possible to breach them with active bonuses. However, of course, although there are casinos like that, we understand the situation and industry standards, which we would not like to go against, and we completely understand what it means when players do/abuse it intentionally, with ulterior motives. Therefore, we accept maximum bet amounts and their application in online casinos.

Dear Taii,

From now on, I will assist you with the case. However, based on the previous communication above, only a few questions remain.

A significant time has passed since the casino's last response, without you commenting on the matter.

Can you please confirm the casino returned your winnings in full? If so, can I consider the matter sorted out, or is there anything else we could help you with?

Thank you. Looking forward to hearing from you.

Dear Branislav,

Thank you for your assistance in resolving the matter and for sharing your perspective!

At Asino Casino, we operate strictly in accordance with our Terms & Conditions, which are clearly stated on our website and fully accessible to all users prior to registration. Players are required to confirm their agreement with these rules during the registration process. This ensures that each user makes an informed decision. 

We understand that some situations may appear to be unintentional breaches, but regardless of the number or perceived intent of violations, we are committed to applying our rules consistently and transparently. This approach ensures equal treatment of all players and upholds the integrity of our platform. 

Thank you again for your understanding and for your ongoing efforts to support fair play in the industry.

Dear Taii,

We’d like to confirm that the withdrawal of 1,450.58 EUR was successfully processed on April 24, 2025 from our side.

Once you receive the funds, just drop us and Casino Guru a quick note.

If you have any questions or need any further assistance, don’t hesitate to reach out — we’re here for you 24/7 via Live Chat or at [email protected].

We're always committed to finding the best possible solutions and supporting you every step of the way.

Warm regards,

Asino Casino

Dear Taii,

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.

Dear Casino Guru team,

I would like to sincerely thank you for your support and assistance in resolving my case with Asino Casino.

I’m happy to confirm that I have now received the payment of €1,450.58 as stated by the casino.

Your help made a real difference, and I truly appreciate your commitment to fair play and to protecting players in situations like mine.

Best regards,

Taii

Greetings all,

What great news, Taii!

Thank you for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Asino Casino Team, for your help and cooperation! We highly appreciate it.

Best regards,

Branislav, Casino.guru