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Subject: Claim Regarding Unlawful Payout Refusal by Atum Poisson LTD (Brutal Casino)

Dear Sir or Madam,

I am contacting you regarding an issue with an online casino registered in Antigua, called Brutal Casino, owned by Atum Poisson Ltd.

The casino has refused to process my payout of €2,750 and removed these funds from my account, claiming that I violated their terms and conditions related to a bonus.

This allegation is completely false.

Here are the facts:

I initially deposited €100 and received a €100 bonus.

I played with those funds, placing stakes that were apparently above the allowed limits, but I lost everything. My balance went to zero.

Thats all about my deposit WITH a bonus:

Afterwards, I made a new deposit of €500, WITHOUT any bonus attached.

I played with that deposit and legitimately won €2,750.

When I requested a withdrawal, the casino held it for about 24 hours, then cancelled it, citing the earlier bonus issue — even though that bonus had already been lost and was unrelated to the later winnings.

This is a clear and unjustified refusal to pay lawful winnings, and I believe Atum Poisson Ltd. is acting in violation of Antigua’s gaming laws and consumer protection principles.

I am requesting your assistance with my case  against Atum Poisson Ltd.

Thank you for your attention to this matter.

Kind regards,

Tomasz

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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 screenshot of your bonus history and your deposit history?
• Could you also kindly forward me the email you received from the casino after your withdrawal request was cancelled, citing a breach of the Bonus Terms, even though you played without a bonus on your second deposit? My email address is [email protected].

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

Hi, so, to my huge surprise - they restored my funds, and my withdrawal was approved. Please cease the case for 2-3 days - if money’s on my account I’ll consider the case resolved

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

Dear Tom_1981,

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,

Veronika