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Greetings,

Thursday 08 April after playing a slot with mixed money between bonus and real money, and after having exceeded the bonus percentage requirements they automatically transformed that €500 winnings into the €100 that I was entitled to by winning with the bonus money. After that I played those €100 won and I reached the sum of €400. Subsequently I requested a withdrawal of €400. In the evening I received the email from where he confirmed that my game account was verified correctly (the morning before I had sent all my documents by email). On the evening of 04/08/2025 I see on my game account transactions that my withdrawal was completed (see attached photo). On Friday morning I go into chat and speak to the operator asking how far along my withdrawal was and he replies that everything was ok and that my withdrawal had been processed (see attached photo) and that I had to wait for my bank's working days. This morning I contact the operator again in chat and he tells me that my withdrawal was canceled because I had violated the bonus😡😡😡. Could you please help me understand what is happening?

Salve,

giovedi 08 Aprile dopo aver giocato a una slot con soldi misti tra bonus e soldi reali, e dopo aver superato i requisiti della percentuale del bonus hanno trasformato in automatico quei 500€ di vincita nei 100€ che mi spettavano vincendo con i soldi bonus. Dopodiché quei 100€ vinti li ho giocati e sono arrivato alla somma di 400€. Successivamente ho chiesto un prelievo di 400€. La sera mi è arrivata l’email da kyc@avocasino.com dove mi confermava che il mio conto gioco era verificato correttamente (la mattina prima avevo inviato tramite e-mail tutti i miei documenti). La sera dell’08/04/2025 vedo sulle transazioni del mio conto gioco che il mio prelievo era completato (vedi foto in allegato). Venerdì mattina entro in chat e parlo con l’operatore chiedendo a che punto fosse il mio prelievo e mi risponde che era tutto ok e che il mio prelievo era stato elaborato (vedi foto in allegato) e che dovevo attendere i giorni lavorativi della mia banca. Stamattina contatto nuovamente in chat l’operatore e mi dice che il mio prelievo era annullato perché avevo violato il bonus😡😡😡. Cortesemente potreste aiutarmi a capire cosa succede?

Dear Ragmn82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi Dominika. Maybe I didn't explain myself well. If you see in my first message I also attached some photos. The operator in chat told me this morning that I won't be given the winnings because according to them I violated their bonus! But that's not the case! I spun the reels of the slots until the bonus reached 100%. Then the amount was deducted from €500 to €100. I continued to play these €100 winnings until I reached €400. I stopped and asked for a withdrawal. Now they tell me that they won't give me these €400 because I violated their bonus terms and conditions😡😡😡

Ciao Dominika. Forse non mi sono spiegato bene. Se vedi nel mio primo messaggio ho allegato anche delle foto. L’operatore in chat mi ha detto stamattina che non mi verrà data la vincita perché secondo loro ho violato il loro bonus! Ma non è così! Io ho girato i rulli delle slot fino a quando il bonus non ha raggiunto il 100%. Successivamente mi è stato scalato l’importo da 500€ a 100€. Questi 100€ di vincita ho continuato a giocarli fino a raggiungere 400€. Mi sono fermato e ho chiesto il prelievo. Ora questi mi dicono che questi 400€ non me li daranno perché ho violato i loro termini e condizioni del bonus😡😡😡

Dear Ragmn82, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please specify which bonus you used?

Has the casino provided any specific reason explaining how you breached the bonus terms?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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.

Hi Dominika. No, I have never made any other withdrawals in the past. The bonus used was a bonus associated with the deposit, which I don't remember exactly what type of bonus it was. In chat, they only specified that I violated the bonus. I'll post the various screenshots I had in chat with them. The strange thing is that the day before in chat they told me that it had been processed and I just had to wait for the money to arrive in my bank, and instead the next day in chat they told me that they wouldn't give me the winnings because I had violated this bonus.

Ciao Dominika. No non ho mai fatto altri prelievi in passato. Il bonus utilizzato era un bonus associato al deposito che ora non ricordo esattamente il tipo di bonus. In chat mi ha specificato solo che ho violato il bonus. Ti pubblico i vari screenshot che ho avuto in chat con loro. La cosa strana è che il giorno prima in chat mi dicono che era stato elaborato e dovevo solo aspettare che arrivassero i soldi sulla mia banca e invece il giorno dopo in chat mi dicono che non mi davano la vincita perché avevo violato sto bonus.

Dear Ragmn82, have you had any other communication with the casino—such as emails? Have they sent you any emails explaining the situation?

Could you also provide your bonus history or any screenshot showing which bonus was active at the time?

And lastly, have you tried asking the casino to specifically explain how you violated the bonus terms? If they just gave a generic answer, it would be very useful to request a detailed explanation from them.

Hello Dominika,

They don't answer me by email. I contacted them in chat. I asked them to describe the reason and they answered me as you can see from the attached screenshot.

Ciao Dominika,

tramite e-mail non mi rispondono. Li ho contattati in chat. Ho chiesto che mi descrivessero la motivazione e mi hanno risposto come puoi vedere dallo screenshot allegato.

Thank you very much, Ragmn82, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Ragmn82!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hi Pavel. Attached is the email response from AVO CASINÓ

Ciao Pavel. In allegato la risposta tramite e-mail da parte di AVO CASINÓ

Good, now we have to wait for more detailed explanation from them here!

Dear Ragmn82, Dear CasinoGuru Support Team,

Thank you for reaching out to us. We appreciate the opportunity to address this matter and provide clarification.

First and foremost, we sincerely regret that this situation has occurred and understand the concern it has caused. After carefully reviewing the account activity, we would like to point out that the client received a bonus in a "New" status. However, instead of activating the bonus and beginning the wagering process immediately, the client initially played using their real money balance. Only afterward the bonus was activated.

This sequence of actions is significant because it can create an unfair advantage and goes against our bonus usage guidelines. As outlined in our Terms and Conditions—specifically sections 17.10..6.11:

"When receiving a bonus, you must start wagering it first. Any attempts to bypass the wagering rules (including placing sports bets with real balance while a bonus is active, as well as having unfinished rounds in slot games before starting bonus wagering) may be considered fraudulent activity. In such cases, the casino reserves the right to cancel all winnings, block the account, and confiscate all funds. Please adhere to fair play rules responsibly on our website."

We are committed to ensuring a fair gaming environment for all players, and we thank you for your understanding and cooperation in this matter.

Should you have any further questions or require additional clarification, please don’t hesitate to contact us.

Best regards,

AvoCasino Support Team.

Thank you, AvoCasino Support Team!

I have only one question for now, has the player received any advantage by playing with real money first? We do not accept such attempts to "hide" real funds with aim to get to the bonus safely, but I am not sure if this is the case. Please, explain in detail what exactly the player had done to gain the advantage.

Certainly!

Let’s consider the following scenario: a client deposits €20 and receives a 100% deposit bonus, adding another €20 to their balance.

Scenario 1: Bonus Not Activated Immediately

In this case, the bonus is not activated right away. The client begins playing with their €20 real-money balance. The only requirement here is a 3x wagering condition on the deposit amount. If the client wins a significant amount, they may fulfill the 3x wagering easily and choose to cancel the bonus, having no further need for it.

If the client loses the initial €20, they can then activate the €20 bonus and begin wagering under the bonus terms - let’s say with a 30x wagering requirement. While more challenging, it still offers a potential opportunity to win.

Scenario 2: Bonus Activated Immediately

Here, the bonus is applied right after the deposit. Bets are placed using the real-money balance first, but all winnings are credited to the bonus balance. For example, if the client places €50 in bets and wins €20, their bonus balance becomes €70, which is then subject to the 30x wagering requirement.

Comparison of Scenarios

In the first scenario, the client has the flexibility to try winning quickly with their real-money balance, and if unsuccessful, still has the option to use the bonus. If to play in accordance with our Terms and Conditions - specifically Section 17.10.6.11, which states: "When receiving a bonus, you must start wagering it first" - this strategic advantage is no longer available.

We hope this clarifies the differences between the two approaches. Thank you!

Best regards,

AvoCasino Support Team.

So, the wagering requirement in the first case is automatically 30x the bonus amount, and in the second case it is the amount in bonus balance after the real money is lost?

Or does it work the way that WR is the same for both cases, but in the first case player has a chance to win with real funds and a lower wagering, and in the second case they have the same chance to win, but with more two times more funds, and ten times higher wagering, and the advantage is that in the first case the player does not have the 30x requirement right away?

Dear CasinoGuru Support Team,

The key advantage for the player lies in not having the x30 wagering requirement applied immediately. In the event of a significant win, the player has the option to cancel the bonus and withdraw their winnings. However, if the bonus is active at the time of the win, the x30 wagering requirement must still be fulfilled before any withdrawal can be made.

If a player chooses to retain the bonus without using it immediately—intending to play with it later—we consider this a violation, as it provides an unfair advantage over the casino. For this reason, our Terms and Conditions clearly state in section 17.10.6.11: "When receiving a bonus, you must start wagering it first."

While we take no pleasure in having such situations, we are committed to maintaining fairness for all players who adhere to the bonus wagering rules.

Thank you for your understanding, and we wish you a pleasant day.

Best regards,

AvoCasino Support Team.

Thank you, AvoCasino Support Team!

Honestly, I have never previously had such case, and it is totally new for me. Thus, I need to have as much details as possible to bring a decision.

Could you, please, explain, how does the bonus mechanism work? Do players deposit and then have bonus automatically assigned to the deposit, which still requires activation? Why does it not designed in a way that when the first bet with real money is placed, the bonus cannot be activated anymore?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

AvoCasino Support Team, we are giving you 7 more days, since I need to discuss this case next week anyway.

Well, I have consulted with my team and we have arrived to the conclusion that casino's stance to the situation is unfair.

Firstly, the usual mechanism of real and bonus money play is as such: real funds wagered first, then lost, then bonus money wagering begins. Setting it up as "bonus funds must be wagered first" can be an option, but it really does not make a difference for the player, and neither of them gives an unfair advantage, since the WR is still the same for all balances.

Secondly, I understand the rule which was applied against the player. It is aimed against users who try to "hide" their real balance in sports or table games so not to risk it while receiving bonus money because their real money are already "lost" (while in reality they are not). However, the current player's case is not this one, and I cannot make any sense out of why this rule was applied in this case.

Thirdly, let us accept the way the casino wants players to activate and play with their funds. Here is the problem that the bonus can be left deactivated after the player had already chosen it while depositing. Our general stance on all bonus restrictions (max bet, excluded games, max win) is that they must be enforced by the software. Here, the player was free to activate the bonus later, prevention of which is the responsibility of the casino.

Finally, the casino has stopped responding to us. Usually, we close such cases as unresolved with the reason being insufficient evidence provided, however, in this case we have enough information to determine that casino's actions were unfair. Therefore, the according classification will be assigned.

Ragmn82, I am sorry I could not help you more. The decrease in the Safety Index may make the casino to reconsider their stance, and I hope it will be so.

Respectfully,

Pavel K

Casino Guru Team

Ragmn82, I am happy to say that the casino has requested a reopen of the complaint stating that all your winnings are reinstated. Please, confirm it and let us know if you are going to withdraw them.

Avo Casino, thank you for your reconsideration!

Greetings,

you are professional and have always supported us players! I confirm that AVO CASINÓ contacted me via email informing me that the amount I had won of € 400 has been restored. Now I will try to withdraw them immediately. Thank you for everything truly! You at CASINÓ GURU are great.

Salve,

siete professionali e costantemente di supporto a noi giocatori da sempre! Ti confermo che AVO CASINÓ mi ha contattato tramite e-mail comunicandomi che l’importo che avevo vinto di 400€ mi è stato ripristinato. Ora provo subito a prelevarli. Grazie per tutto veramente! Siete grandiosi voi di CASINÓ GURU.

Thank you! Just let us know when you receive your withdrawal and we will close the complaint as resolved!

No, okay, that's absurd! I don't believe it!! I entered my card number to withdraw the €400 and it says that I can't withdraw them because I first have to replay the €400 x3 before the withdrawal becomes available!!!🤬🤬🤬 it's scandalous! But if I won those €400 after I had already played the bonus balance amount x3!!😡😡😡 Now what does he do, make me play those €400 x3 again?!?!?😡😡😡😡😡 REALLY SCANDALOUS!!! Look at the screenshot while I ask for the withdrawal

No va beh assurdo! Non ci credo!! Ho inserito il numero della carta per prelevare i 400€ e mi esce scritto che non posso prelevarli perché prima è nessario che rigiocare i 400€ x3 prima che il prelievo diventi disponibile!!!🤬🤬🤬 è scandaloso! Ma se quei 400€ gli ho vinti dopo che avevo già giocato x3 l’importo del saldo bonus!!😡😡😡 Ora cosa fa me lo fa giocare nuovamente x3 quei 400€?!?!?😡😡😡😡😡😡 SCANDALOSO VERAMENTE!!! Guardate lo screenshot mentre chiedo il prelievo

They replied to my complaint that I sent to them via email and told me that it was simply a technical error. Consequently, they told me to try to withdraw again. Now I have withdrawn and I confirm it to you. As soon as my winnings arrive in my bank account, I will be sure to inform you immediately of the outcome. Thank you again truly

Mi hanno risposto nuovamente al mio reclamo che ho inviato a loro via e-mail e mi hanno detto che si trattava semplicemente di un errore tecnico. Di conseguenza mi hanno riferito di provare nuovamente a prelevare. Ora ho prelevato e ve lo confermo. Appena arriverà la mia vincita sul mio conto corrente sarà mia cura avvisarvi subito sull’esito. Grazie ancora veramente

Ragmn82, I am happy to hear that you are free to withdraw your funds. Please, let us know when you will receive them!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ragmn82,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel