Casino Extreme - Pelaajan voitot on takavarikoitu.

Hello,

I am a Canadian player. I am writing because I feel the decision to void my winnings was unfair and I hope you can help review the timeline.

On September 5, 2026 at 20:29 I made a deposit and redeemed the "200% NO RULES BONUS (100% on CC)" with the following terms given by live support (Amanda Joe, Chat ID 9982380):

- Wagering: 1x D+B

- Max Cashout: NO MAX

- Games: NP Slots only (excluding 777)

Live support told me wagering was completed on September 5 at 21:50:51 and that my balance at that time was C$3,188.10. My first Live Dealer bet was only on September 6 at 19:23:16 - almost 22 hours later.

The winnings I am disputing now are C$2,915.78. I continued to play after the initial C$3,188.10, so the amount changed. I do not have the full server logs to explain the exact evolution from C$3,188.10 to C$2,915.78 and the casino has not provided them, so I will not make assumptions. I am relying on the timestamps they gave me.

The casino voided my winnings citing their Bonus Terms: "Tournaments, Progressive Games, 777 slot or any Live Dealer games cannot be played with casino bonuses unless otherwise stated." In their email they explained Term 25 as "the terms of the promotion remain in effect until all winnings generated from the promotion have been withdrawn." The published Term 25 actually states: "Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed."

They refunded only my original deposit, saying it was "since this was done unintentionally."

What is confusing for me is that this was sold as a "NO RULES" bonus with "NO MAX" cashout, but then it was treated as "NP Slots only". Also, I played Live Dealer long after wagering was already marked as complete, when the funds should have been real money.

When I asked live chat for my complete bet history and server logs, they replied "Kindly check that on a PC only. Cashier > My Account > History" and closed the chat. That history does not show the wagering counter. Their own Terms say "The Casino can retain and provide a gameplay history for the past 30 days of activity." I have not received that history.

I have already tried email and live chat and only received template replies. I am not a bonus abuser - I completed the 1x wagering as required and then played normally.

My request: Please obtain the server logs (exact time wagering was completed vs. time of first Live Dealer bet, and the balance history) and review whether it is fair to void C$2,915.78 when Live play happened 22 hours after wagering. I would be grateful if the winnings could be re-credited, or at least reviewed proportionately under their own Term 14 which states: "The Casino reserves the right to withhold any amount in excess of your original deposit from your withdrawal if the bonus is wagered on [...] any live dealer game."

Thank you very much for your help.

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Dear spinner514,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Karla M.

Hello spinner514,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru