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Summary of Facts:

· Date of Incident: August 28, 2025.

· Actions Taken: I made two deposits of €20 each (total €40). I inadvertently activated a bonus during the deposit process due to the ambiguity of the English texts and the platform's interface.

· Initial Contact: I immediately contacted customer service to request the cancellation of the bonus, a request that was denied. The agent claimed, without citing any public terms, that "the deposit and the bonus become one at the moment of accepting the bonus."

The Core Problem:

· I fulfilled the bonus wagering requirements and achieved a win of approximately €290.

· Upon requesting a withdrawal, the casino denied my request and proceeded to confiscate a portion of my funds.

· The Casino's Action: They removed approximately €180 from my balance and refunded only €107 to me—a figure that does not correspond with any explicit clause in their Terms and Conditions.

Grounds for My Dispute:

· Lack of Transparency: Nowhere in the casino's general "Terms and Conditions" or the specific "Bonus Terms" does it state that once accepted, the bonus and deposit are considered "one" in an irrevocable manner, nor is an impossible cancellation policy detailed.

· Arbitrary Enforcement of Rules: The casino invented a rule after the fact to justify withholding funds. Their only response was: "We are informing you of this right now," which is profoundly unprofessional.

· Incorrect and Unexplained Calculation: Even if their flawed logic is applied, their calculations do not add up:

· My deposits total €40.

· The bonus for that deposit (assuming 100%) would be €40, creating a total bonus balance of €80.

· The term they mention establishes a "max win" of 5x the bonus amount. 5 x €80 = €400. My winnings of €290 are below this hypothetical limit.

· The amount they refunded (€107) has no logical or mathematical relation to my deposits (€40) or the win limit they themselves allege.

Additional Information:

· My account has not been verified beyond the email address, as this was my first time using this casino. They also didn't ask for it.

· This was my first and only deposit on the platform.

In conclusion, I believe Casinok.com has acted in bad faith, withholding my winnings arbitrarily and applying rules that were not published or clear to the user. I trust that GuruCasino can help me resolve this situation fairly.

I remain at your full disposal to provide any screenshots of the chat conversations, deposit receipts, bonus terms, or any other information required for my case.

Thank you in advance for your time and assistance.

Sincerely, Edwliet.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Casinok Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that the bonus you activated was a first deposit bonus 100% up to $2,000?
• Was your first deposit €20? Is it right that you made two separate deposits? To my understanding, 100% bonus you received should be €20. If the casino has a term that limits maximum cashout to 5x the bonus received, it calculates as €20 x 5 = €100.
• Can you please share the screenshots of your deposit and bonus history from your casino account?
• Do you have access to your betting history? I'd appreciate it if you could share it as well. You can send all the relevant evidence to my email natalia.b@casino.guru.
• Please specify if you were able to withdraw €107.

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.  

Best regards,

Natalia

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Dear Natalia,

Thank you for your patience. I'm writing to provide crucial clarification based on the information you requested and a detailed analysis of my account history.

1. Clarification on Deposits and the Bonus:

Deposits: Indeed, I made two deposits. Yes, I made two deposits. Due to the LTC conversion, they were approximately €20 each (with a slight variation in cents). The total deposited was approximately €40.

Bonus Activation: It's crucial to note that the 100% bonus was activated only with the second deposit of ~€20. Therefore, the bonus received was ~€20, not €40. The first deposit of €20 wasn't subject to any bonus.

2. The Casino Calculation Error and My Analysis:

The casino claims a withdrawal limit of 5 times the bonus value. If we apply this correctly, the calculation would be:

Voucher Value: ~20 €

Winnings Limit (5x): 5 x €20 = €100

However, this logic is deeply flawed and detrimental to the player, as it completely ignores the actual money deposited. A fair calculation should consider both the capital invested and the profits generated under the rules.

A fair breakdown of my final balance should have been:

Real Money Deposited (the ~40 €): This is my capital, and it should not be confiscated.

Bonus winnings (up to a limit of €100): This is the profit subject to the promotion.

Fair withdrawal total: ~€40 (my funds) + €100 (maximum allowed earnings) = ~€140

The casino, on the other hand, allowed me to withdraw only €107, a figure that violates its own policy (€100 profit), and it also unfairly confiscated a portion of my original deposit (~€40). Its action amounts to saying that "the deposit money was lost in gambling," which is absurd, since according to its own policy, once the bonus is activated, the bonus balance and real money are combined and used for betting. If a net profit was generated, my real money is necessarily included in the final balance.

3. Additional Problem: Partial Withdrawal Not Permitted:

To complete the withdrawal, the casino imposed another unpublished condition: they forced me to withdraw my entire balance (€107), rejecting my initial request to withdraw only €100 and leave €7 for further play. They claimed that "partial withdrawals are not possible," a rule that doesn't appear in any of their public Terms and Conditions.

4. Information Sent:

As a request, I have forwarded it to your email ( natalia.b@casino.guru ) the deposit and bonus history, which supports these clarifications. The betting history is extremely extensive (around 400 pages). I'm prepared to send it in full if strictly necessary for the resolution, but I would appreciate it if you could proceed with the information already provided.

In short, the casino has committed two serious irregularities in my understanding of its terms:

Incorrect and harmful application of your Terms, confiscating part of my original deposit.

Imposition of an unpublished rule (prohibition of partial withdrawal).

I fully trust that Casino Guru will mediate to get me the amount that, even under the casino's strictest logic, would be due to me: my full deposit (~€40) plus the maximum bonus winnings limit (€100).

I look forward to your prompt response.

Sincerely,

Edwliet

Estimada Natalia,

Gracias por su paciencia. Le escribo para proporcionar aclaratorias cruciales basadas en la información que me solicitó y en el análisis detallado de mi historial de cuenta.

1. Aclaratoria sobre los Depósitos y el Bono:

Depósitos: Efectivamente, realicé dos depósitos. Si, he realizado dos depositos, debido a la conversión de LTC, fueron de aproximadamente 20 € cada uno (con una ligera variación de centavos). El total depositado fue de ~40 €.

Activación del Bono: Es crucial precisar que el bono del 100% se activó únicamente con el segundo depósito de ~20 €. Por lo tanto, el valor del bono recibido fue de ~20 €, no de 40 €. El primer depósito de 20 € no estaba sujeto a ningún bono.

2. El Error en el Cálculo del Casino y Mi Análisis:

El casino alega un límite de retiro de 5 veces el valor del bono. Si aplicamos esto correctamente, el cálculo sería:

Valor del Bono: ~20 €

Límite de Ganancias (5x): 5 x 20 € = 100 €

Sin embargo, esta lógica es profundamente defectuosa y perjudicial para el jugador, ya que ignora por completo el dinero real depositado. Un cálculo justo debería considerar tanto el capital invertido como las ganancias generadas bajo las reglas.

Un desglose justo de mi saldo final debería haber sido:

Dinero Real Depositado (los ~40 €): Este es mi capital, y no debería ser confiscado.

Ganancias obtenidas con el bono (hasta el límite de 100 €): Este es el beneficio sujeto a la promoción.

Total de retiro justo: ~40 € (mis fondos) + 100 € (ganancias máximas permitidas) = ~140 €

El casino, en cambio, me permitió retirar solo 107 €, una cifra que no se ajusta a su propia norma (100 € de ganancia) y que además confiscó injustamente una parte de mi depósito original (~40 €). Su acción equivale a decir que "el dinero del depósito se perdió en las apuestas", lo cual es absurdo, ya que según su propia política, una vez activado el bono, el saldo de bono y dinero real se fusionan y se utilizan para apostar. Si se generó una ganancia neta, mi dinero real está necesariamente incluido en el saldo final.

3. Problema Adicional: Retiro Parcial No Permitido:

Para completar el retiro, el casino me impuso otra condición no publicada: me obligaron a retirar la totalidad del saldo (107 €), rechazando mi solicitud inicial de retirar solo 100 € y dejar 7 € para seguir jugando. Alegaron que "no es posible retirar parcialmente", una regla que no aparece en ninguno de sus Términos y Condiciones públicos.

4. Información Enviada:

Como solicitud, he reenviado a su correo (natalia.b@casino.guru) el historial de depósitos y bonificaciones, que respaldan estas aclaratorias. El historial de apuestas es extremadamente extenso (unas 400 páginas). Estoy preparado para enviarlo completo si es estrictamente necesario para la resolución, pero agradecería si pueden proceder con la información ya proporcionada.

En resumen, el casino ha cometido dos irregularidades graves a mi manera de comprender sus termino:

Aplicación incorrecta y perjudicial de sus Términos, confiscando parte de mi depósito original.

Imposición de una regla no publicada (prohibición de retiro parcial).

Confío plenamente en que Casino Guru mediará para que se me restituya el monto que, incluso bajo la lógica más estricta del casino, me correspondería: mi depósito completo (~40 €) más el límite máximo de ganancias del bono (100 €).

Quedo atento a su pronta respuesta.

Atentamente,

Edwliet

Dear player, can you please specify if the real money balance and the bonus money balance are separated in your account? When wagering the bonus, have you used solely bonus money, or have you used your real deposited money as well?

Please, specify in which format you have access to your betting history? Can it be downloaded in PDF or XLSX?

Dear Natalia, as I mentioned before, the casino chat has told me, without any basis in their terms and conditions of use, that the bonus balance and the deposit balance become one when a bonus is activated. They also prohibit canceling bonuses, and if you do, they eliminate all deposit money along with the bonus. So, to answer your question: No, it's only possible to see one balance on the casino display; it's not possible to view them separately. When the bonus and deposit money are "merged," nowhere in their terms and conditions, or in the bonus's terms, does it say anything about the deposit balance being played before or afterward, since in theory this "deposit balance" ceases to exist.

About the betting history: There is no way to download it, I made the request through the support chat and they told me quite rudely that the only thing I can do with the betting history is view it, so the only way I could share it with you would be to take 400 screenshots and send it by email, which I am willing to do only if absolutely necessary to resolve the case.

I've left a couple of logs of the support chat via email, it was only 2 or 3 conversations, since the support is quite rude and when they don't like a question, they just close the chat.

Estimada Natalia, como ya he mencionado anteriormente, el chat del casino me ha dicho sin ningún tipo de base dentro de sus términos y condiciones de uso, que el saldo del bono y el saldo depositado pasan a ser uno solo al momento de activar un bono, así como también prohíben cancelar los bonos y, de hacerlo, eliminan todo el dinero del deposito junto con el bono. Así que para responder a su pregunta: No, solo es posible ver 1 saldo en el display del casino, no es posible verlos por separado. Al "fusionarse" el dinero del bono y del depósito, en ningún lugar de sus términos y condiciones, ni los del bono, dice nada sobre que el saldo de deposito se juega antes o después, ya que en teoría este "saldo de deposito" deja de existir.

Sobre el historial de apuestas: No hay manera de descargarlo, realice la solicitud por medio del chat de soporte y me han dicho de manera bastante grosera que lo único que puedo hacer con el historial de apuestas es verlo, así que la única manera de poder compartirlo con ustedes sería tomando 400 capturas de pantalla y enviarlo por correo, cosa que estoy dispuesto a hacer solo en caso de ser totalmente necesario para la resolución del caso.

Por correo electrónico he dejado un par de logs del chat de soporte, fueron solo 2 o 3 conversaciones, ya que el soporte es bastante grosero y cuando no le gusta alguna pregunta, solo cierra el chat.

Thank you very much for your cooperation. 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!

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.

Dear Casinok Casino, 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!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

Hello !

We have carefully reviewed all your transactions. You had a bonus amount of 0.21668 LTC, and according to our bonus rules, the maximum withdrawal limit is 5x the bonus amount. Therefore, the withdrawal you received is correct and fully in line with the terms and conditions.

Dear Casinok Casino, please, let us know if the maximum win cap was applied right after the wagering was fulfilled or at the withdrawal stage. The thing is, we consider all wagered funds to be real money, and request casinos to apply maximum win cap only once right after WR is fulfilled. Otherwise, in cases when the player had won more from the wagered bonus after the WR is fulfilled, we consider such winnings to be free of any restrictions. Please, let us know the details!

At the time of your withdrawal request, you had an active bonus balance of 0.21668 LTC. According to the terms, this amount multiplied by x5 equals the maximum cash-out allowed from that bonus. The remaining balance above this limit was therefore automatically deducted, as per the agreed bonus policy.

The deduction was not excessive or arbitrary but a standard procedure applied fairly to all players to ensure compliance with the promotion’s terms and conditions. The remaining funds within the x5 limit were credited to your account and made available for withdrawal.

We understand that such rules can sometimes cause confusion, but they are clearly outlined in the bonus terms, which all players agree to upon activation of a promotion. We always recommend reviewing these conditions beforehand to avoid misunderstandings.

Dear Casinok Casino,

I have double-checked the information we have, and player's screenshots show that they have received bonus of 0.43336 LTC. I do not know where have you got the 0.21668 LTC amount from, but this is not the bonus amount. I doubt that we would have agreed on the issue of application of maximum win amount and its fairness, so it is easier for all sides here to agree that the maximum win amount is higher than the disputed amount. Therefore, I request for player's winnings to be reinstated to their account.

Dear Casino Guru Team,

We have reviewed the case once again and, as a gesture of goodwill, we have credited a refund of $150 to the player’s account. This has been processed successfully, and the matter is now considered resolved from our side.

Thank you for the reconsideration!

Dear Allgr, please, let us know as soon as you will withdraw your funds!

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

Dear Allgr,

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