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I wagered my bonus. I had €2,500 and was then reduced to €1,000 because that was the withdrawal limit. Which is fine. But I then converted the €1,000 into €9,500 in real money, and after two days they reduced me back to €1,000, saying it was because of the bonus. But it wasn't a bonus anymore, it was real money. Please help me get my money back.

Ich habe meinen Bonus umgesetzt. Ich hatte 2500 Euro und wurde dann auf 1000 runtergesetzt, weil das das Limit war was man auszahlen kann. Was ja ok ist. Aus den 1000 habe ich dann aber 9500 Euro Echtgeld habe ich dann 9500 gemacht und die haben mich nach 2 Tagen wieder auf 1000 runtergestuft und gesagt wegen dem Bonus. Das war aber kein Bonus mehr sondern Echtgeld. Bitte helfen Sie mir das Geld wiederzubekommen

Dear jordi12hein,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To better understand what happened and assist you effectively, could you please clarify a few points for us?

• Were your winnings reduced to €1000 immediately after you completed the wagering requirements of your bonus?
• Was the amount automatically transferred from your bonus balance to your real money balance with a cap of €1000?
• Did you try to withdraw the capped winnings right after that, or did you continue playing with the remaining balance?
• Have you already contacted the casino’s customer support about this? If so, what did they tell you?

I hope we’ll be able to help you sort this out soon. Thank you in advance for your response.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

1. Yes, my winnings were immediately reduced from 2500€ to the limit of 1000€
2. Yes, the bonus balance became real money, which I then used to win or play up the €9,500. Among other things, I bought free spins (after wagering the bonus money), which wouldn't have been possible with the bonus money anyway. This further underscores the fact that I was playing with real money.
3. I withdrew €500 and continued playing with €500. That's how I won €9,500. I wanted to withdraw it and had to verify my account. Done, done... and then I was simply downgraded. Apparently, it was too much money for them to pay me out.
4. Yes, they said it was bonus money and there was a limit.

I am attaching pictures of the correspondence with customer service, my winnings, and my casino account balance, which show that I was no longer playing with bonus money but with real money.

If you need any additional pictures or evidence, I'll send them to you immediately. I've just sent you the summary. 🙂

Thank you for your help! 🙏🏻

1. Ja, mein Gewinn wurde direkt reduziert von 2500€ auf das Limit von 1000€
2. Ja, aus dem bonusguthaben wurde Echtgeld, mit dem ich dann die 9.500€ gewonnen bzw hochgespielt habe. Ich habe unter anderem Freispiele gekauft (nach der Bonusgeld Umsetzung), was mit dem Bonusgeld auch garnicht mehr gehen würde. Das unterstreicht noch einmal, dass ich mit Echtgeld gespielt habe.
3. Habe 500€ abgehoben und mit 500€ weitergespielt. Damit dann die 9.500€ gewonnen. Ich wollte diese auszahlen und musste mich damit dann verifizieren. Gemacht, getan.. und dann einfach runtergestuft. War anscheinend zu viel Geld, welches sie mir auszahlen müssten..
4. ja, sie meinten, dass es Bonusgeld wäre und es dort ein Limit gibt.

Ich hänge Ihnen Bilder an, von dem Schriftverkehr mit dem Kundenservice, von meinen Gewinnen und meinem Casino-Kontostand in dem ersichtlich ist, dass ich nicht mehr mit Bonusgeld sondern Echtgeld gespielt habe.

Falls Sie weitere Bilder oder Nachweise benötigen, werde ich diese Ihnen umgehend zukommen lassen. Ich habe Ihnen jetzt erstmal die Zusammenfassung geschickt 🙂

Vielen Dank für Ihre Hilfe! 🙏🏻

Thank you for your response. Please contact the casino and request your complete gaming history in Excel format, starting from the date you played with the bonus and your winnings were capped twice. Once you receive the file, kindly forward it to me at [email protected].

Dear Veronika,

I've sent you the correspondence with the casino via email. Unfortunately, I don't have an Excel spreadsheet, as the history is visible in my account.

How do we proceed?

thank you very much!

Liebe Veronika,

ich habe Ihnen an die Mail den Schriftverkehr mit dem Casino gesendet. Leider ohne Exel Tabelle, da der Verlauf in meinem Konto einsehbar ist.

Wie gehen wir weiter vor?

herzlichen Dank!

Thank you very much, jordi12hein, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

What's the current status? Can I help you work on a solution?

thank you very much!

Wie sieht es mit dem derzeitigen Stand aus? Kann ich Ihnen behilflich sein, um an einer Lösung zu arbeiten?

herzlichen Dank!

Hello? I wanted to ask what's happening now, since the deadline passed a few days ago.

Thank you very much! 🙂

Hallo? Ich wollte mal nachfragen, wie es weitergeht, da die Frist seit ein paar Tagen schon abgelaufen ist?

herzlichen Dank! 🙂

Hello, jordi12hein,

I am sorry to hear about your unpleasant experience and apologize for the delay.

I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear CasinoJoy Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated (capped the second time) despite them being converted to a real money (withdrawable) balance and cleansed from everything over the maximum cashout limit for the bonus in question?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]). It would be highly appreciated if we could review the user's game logs.

Thank you.

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

Has the casino made any statement regarding the email traffic?

"Just" one bad review and my money remains untouched, doesn’t sound fair.. 😕

Gibt es mittlerweile eine Äußerung des Casinos über den Email Verkehr?

"Nur" eine schlechte Bewertung und mein Geld bleibt unberührt, hört sich nicht fair an.. 😕

Unfortunately, nothing yet, jordi12hein.

Let's wait until Friday, and we will see. However, if no one from the casino contacts me regarding the case with the relevant explanation/details until the current timer expires, I will be forced to close it in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear jordi12hein,

I have good and bad news.

I will start with the good news -> I finally got in contact with the casino representative in charge via email, and the communication is still ongoing.

Bad news -> I received only the same explanation as you for now, and it appears that it will take a bit longer.

Anyway, I replied to the casino and requested clear information and clarification regarding your issue and relevant supporting evidence.

So, now I am waiting for the casino's response and the requested.

It is a bit inconvenient, but maybe we could achieve something this way.

I am resetting the timer for the casino, despite they will likely not reply in the thread for some unknown reason, to keep track of the complaint processing time.

I will inform you as soon as I have something relevant.

Thank you for your patience and understanding.

Dear all,

Following an examination of your inquiry we'd like to inform of the following:

As per CasinoJoy's Bonus Terms (https://casinojoy.io/en-gb/page/bonus-terms):

1.2. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

In light of the above, we can confirm that the financial department imposed the correct excessive bonus deduction at the relevant stage, while handling a valid account procedure that adeptly adheres to the casino's T&Cs and Bonus Terms.

Please note that all decisions/actions taken in relation to this inquiry are considered final and not subject to revision.

Best regards,

CasinoJoy Team

Ladies and Gentlemen

Firstly, the terms and conditions do not state that the amount would have to be paid out and then deposited again, as stated by support. And secondly, the amount was converted from the bonus balance to Echtheld. The €1,000 limit is justified here.

From this real money balance, €9,500 was then played. This also underlines the possibility of purchasing free spins, etc.

I have never played in such a dubious, complicated, and unfair casino!

A statement that nothing can be undone cannot be made in this way!

I refer to the following legal bases:

Section 305c paragraph 2 of the German Civil Code – surprising clauses:

Contractual clauses that are unusual and unexpected are invalid under German law. An interpretation that fully wagered bonus funds remain subject to restrictions is surprising, especially if no clear, transparent information about this has been provided.

§ 307 BGB – Unreasonable discrimination:

A clause according to which fully wagered winnings are not recognized as real money, even though the bonus conditions have been met, represents an unreasonable disadvantage for the player and is therefore invalid according to Section 307 of the German Civil Code (BGB).

Transparency requirement (EU Consumer Protection Directive 2011/83/EU):

All terms and conditions for bonus offers must be clear, transparent, and unambiguous. If your system displays the amount as real money after the terms and conditions have been met, this status also applies to the withdrawal.

I hereby request that you pay the outstanding amount of €9,000 to my registered account within 14 days, by June 12, 2025. If no resolution is reached within this period, I will be forced to file a complaint with the relevant gaming regulatory authority (e.g., GGL in Germany or MGA in Malta) and initiate legal action.

Best regards,

Jordi H*******

Sehr geehrte Damen und Herren,

es steht 1. nicht in den AGBs, dass der Betrag hätte ausgezahlt und wieder eingezahlt werden müsste, wie es bei dem Support heißt. Und 2. wurde aus dem Bonusguthaben in Echtheld umgewandelt. Hier die Bestimmung auf 1.000€ gerechtfertigt.

Von diesem Echtgeld Guthaben wurde dann auf 9.500€ gespielt. Das untermalt auch die Möglichkeit Freispiele zu kaufen etc.

Ich habe noch nie in einem derartig unseriösen und komplizierten, nicht fairen Casino gespielt!

Eine Aussage darüber, dass nichts rückgängig gemacht werden könnte, darf so nicht getroffen werden!

Ich verweise auf folgende rechtliche Grundlagen:

§ 305c Abs. 2 BGB – Überraschende Klauseln:

Vertragsklauseln, die ungewöhnlich und unerwartet sind, sind gemäß deutschem Recht unwirksam. Eine Interpretation, dass vollständig umgesetztes Bonusguthaben weiterhin Einschränkungen unterliegt, ist als überraschend zu werten – insbesondere wenn keine klaren, transparenten Informationen darüber bereitgestellt wurden.

§ 307 BGB – Unangemessene Benachteiligung:

Eine Klausel, nach der vollständig umgesetzte Gewinne nicht als Echtgeld anerkannt werden, obwohl die Bonusbedingungen erfüllt wurden, stellt eine unangemessene Benachteiligung des Spielers dar und ist daher gemäß § 307 BGB unwirksam

Transparenzgebot (EU-Verbraucherschutzrichtlinie 2011/83/EU):

Alle Bedingungen für Bonusangebote müssen klar, transparent und unmissverständlich formuliert sein. Wenn Ihr System nach der Erfüllung der Bedingungen den Betrag als Echtgeld ausweist, gilt dieser Status auch für die Auszahlung.

Ich fordere Sie hiermit auf, mir den noch ausstehenden Betrag von 9.000€ innerhalb von 14 Tagen, bis zum 12.06.2025, auf mein hinterlegtes Konto auszuzahlen. Sollte innerhalb dieser Frist keine Lösung erfolgen, sehe ich mich gezwungen, eine Beschwerde bei der zuständigen Glücksspielaufsichtsbehörde (z. B. GGL in Deutschland oder MGA in Malta) einzureichen sowie rechtliche Schritte einzuleiten.

Mit freundlichen Grüßen,

Jordi H*******

Greetings all,

Thank you both for your replies and additional information, and I am sorry for the delay.

Dear CasinoJoy Team,

Why do you call it 'correct excessive bonus deduction' if the user met the bonus wagering requirements/conditions, his winnings were already capped to the maximum cashout limit, and he could have withdrawn his funds at that point as real money? Why do you consider it bonus funds, or why does the casino apply bonus rules to such winnings?

If something is in the casino's Terms and Conditions, it does not really automatically mean it is correct or fair to apply it and confiscate users' winnings, especially if casinos make up rules that are not an industry standard and basically make no sense at all. In such cases, at least an additional/sufficient notification is necessary. Otherwise, it is only a trap for players playing with bonuses.

Also, what exactly 'prior to money withdrawal' from the applied rule mean, please? When exactly should an exceeded balance be voided?

I will continue with a few standard questions I ask in similar cases.

Do I understand correctly that upon meeting the bonus wagering requirements for a bonus, the casino confiscates everything over the maximum cashout limit, and that the funds are converted/transferred to a real money (withdrawable) balance, so users can immediately withdraw them, like the complainant successfully withdrew his first €500? If so, what are players supposed to do at this moment if they would like to continue playing further with their real money balance?

If users are obliged to withdraw and deposit such funds back to the casino to continue play - can you provide us with a relevant part of the casino's Terms and Conditions or Bonus Terms and Conditions that state it clearly, as well as that the bonus rules apply to these winnings, until a successful withdrawal of the winnings after the conversion/cap is made? Or, how does the casino inform players (besides the meaningless and unclear rule in this case you referred to above) about the fact that the bonus rules still apply after the conversion of the winnings to a withdrawable money and a cap according to the maximum cashout limit, and that it is valid until they are successfully withdrawn? Is there any pop-up/notification upon meeting the wagering requirements and winnings reduction to the maximum cashout limit? If so, can you provide us with a screenshot of such a notification/pop-up?

Since you already claimed that all decisions/actions taken in relation to this inquiry are considered final and not subject to revision on the casino's side, based on the answers to my above questions, please also confirm that your decision remains unchanged, and the complaint will be closed accordingly.

Thank you. Looking forward to hearing from you.

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.

Dear Jordi,

Unfortunately, since we have not received any further response from the casino regarding the issue, and the casino representative informed us that "all decisions/actions taken in relation to this inquiry are considered final and not subject to revision", we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. Considering all the provided information, the disputed amount will be updated to €8,000.

Unless the casino proves something else, we cannot agree with the casino's decision to confiscate your winnings, as was indicated in my posts above.

There is one more option for how you can try to resolve your issue - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru