Cipherwins Casino - Pelaajan voitot on takavarikoitu.

I deposited 300 and claimed a 250% bonus at CipherWins24.

After completing the wagering requirements, my balance was approximately 3,500. As per their Terms & Conditions (section D.2.a: "200% and above Bonus threshold are limited to three (3x) times the initial deposit amount"), the casino reduced my balance to 900 — which I accepted, as this was the 3× deposit cap.

However, after this reduction, the 900 was supposed to be cash balance (the bonus had already been capped and removed). I continued playing with this balance and managed to grow it to 3,800.

To my surprise, the casino then voided these winnings, claiming they were still subject to the 3× max win cap. This is unfair because:

The cap was already enforced once (3,500 → 900).

Nowhere in the Terms & Conditions does it state that the cap applies continuously after the conversion to cash.

Section D.2 only mentions that winnings above the maximum limit "will be forfeited" — which already occurred when they reduced me to 900.

In my view, the casino has applied the rule twice and confiscated valid winnings that were earned with what should have been my real cash balance.

Request:

I kindly request CipherWins24 to honor my winnings of 3,800 (or at minimum the difference between 900 and 3,800) since the 3× deposit cap was already enforced.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cipherwins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted casino support and protested the decision to cap your winnings again?
• The responses you shared in the first post were given to you only after your winnings were reduced the second time?
• Have you completed the verification of your account in the casino?
• Any other supporting evidence can be shared with my email at tomas@casino.guru, or screenshots can be posted here

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

Best regards,

Tomas

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Contact with Casino Support

– Yes. The first time my winnings were voided (when my balance was reduced from ~3,500 to 900), I contacted support via live chat.

– They explained the reason as the bonus winnings cap of 3× deposit, and told me the balance was converted into cash.

Timing of Responses

– The explanation I received from support was given after the first reduction (3,500 → 900).

– After that, I accepted the 900 as cash and even made a withdrawal request of 500, which was canceled because of some documents and I shared the required documents, KYC got confirmed .

Second Reduction

– I continued playing with the remaining balance and grew it to about 3,950 (plus the pending 500 withdrawal = 4,450 total).

– The casino cancelled the pending withdrawal and again reduced my total balance to 900.

Verification

– Yes, my account verification/KYC was completed with the casino.

Key Issue

– Nowhere in their Terms & Conditions is it stated that once the capped cash amount is credited (900), it cannot be used to play further and win.

– The 3× cap had already been enforced the first time. Applying it again effectively means the rule was used twice, which I believe is unfair.

Evidence

– I have screenshots of my balances before and after the reductions, my pending withdrawal. Please let me know if you prefer me send them directly via email.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear player181230,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Cipherwins Casino representative to join this conversation and participate in resolving this complaint.

Dear Cipherwins Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 player181230,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board (Regulator states that it will not handle individual disputes between players and operators, but you can still try to email a complaint to them: complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru