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I am disputing the confiscation of 412.57 XRP (approx. €652) from my account on 18 Dec 2025.

The Facts:

Zero Balance reached: My account balance reached €0.00 yesterday after I exhausted my previous bonus funds.

Contractual Closure: Under CoinCasino’s own Bonus Rule #6, a bonus is "automatically closed and forfeited" if the balance falls below €0.10. Therefore, the bonus contract was dead before my deposits today.

Fresh Cash Deposits: Today, I made two new cash deposits totaling 190 XRP (at 14:29 and 15:33). These were independent cash injections not linked to any active bonus.

Unfair Seizure: The casino rejected a withdrawal of 187.15 XRP and then deducted my entire balance of 225.42 XRP. They admitted in chat that they seized these cash funds based on a "max bet" violation from the previous, exhausted bonus session.

Seizing real money deposits for a breach of a dead bonus contract is a predatory practice. I request the full return of my 412.57 XRP balance. 

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Dear Rxssa1994,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Rxssa1994,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

they first declined my withdrawal and then took away all my money. Even tho it was a cash deposit not linked to any bonuses.

Two cash deposits made and all my balance was taken from me. I complained to support and they told me it is automated and nothing they can do. Then they kept cutting me from chat.

Dear Rxssa1994, thank you for your response. Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please advise if the balance in your casino account is divided into real and bonus money balances?
• Do I understand correctly that the deposits were made after the wagering of the bonus has been completed?

Thank you in advance for your patience and cooperation.

No i wasn’t informed a bonus would continue after the wagering requirement had finished. No bonuses stay active afterwards on nearly every site.

The bonus balance was emptied and lost on site after the wagering.

the money I then had in my account was purely real cash.

Yes deposits were made the next day after the bonus balance had been zeroed.

Dear Rxssa1994,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello Rxssa1994,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and before I contact the casino team, I have a few questions.

Can you please confirm if you made the deposit prior to or after you used the bonus 250 free spins for Empty the Bank, ID 16210202553335956 ? Was this or any other bonus still active when you made the deposit on the 18th of december as suggested by the livechat agent?

Additionally, can you confirm that you placed bets of over 20 EUR with the bonus funds?

You only shared your deposit history with us, so please provide us with your complete game log for the relevant dates, showing a clear breakdown of real money balance and bonus balance. This should also include the full bonus history, specifying when each bonus was claimed and when it was used. If possible, we kindly request the information in XLS format.

If you cannot download it or obtain it from your casino account directly, please request it from the casino support team and share it either here in the complaint thread or forward it to me at michal.k@casino.guru

Hi Mike,

the bonus funds were used as a sum over €20 yes. This was not caught or blocked by the system nor was I aware of this restriction.

I have checked the last and final transaction with the bonus funds and have attached the photo showing the last bet placed with bonus funds on the 17th of December. Zeroing the balance before any deposits the following the day.

i requested for the support chat to supply me with the transactions list for the day and they are refusing to be of assistance. Photos attached.

last and final bet made with the bonus funds.

Dear Rxssa1994,

Thank you for providing the additional information and confirming that you indeed placed bets using bonus funds that exceeded the maximum bet amount allowed per round.

Regrettably, this action violates the casino rules that you accepted when you created your account and claimed the bonus.

While we strongly support the enforcement of any restrictions while playing with an active bonus at the software level, different casinos utilise various software platforms, and this restriction is not yet a universal industry standard. Therefore, it is essential for players to understand the bonus rules and adhere to them.

The maximum bet amount is an industry-standard rule that can be found in almost any casino and is also explicitly stated in the casino bonus terms and conditions:

As we mentioned in our Fair Gambling Codex: Our Views on Problematic Areas

The bonus max bet rule is an industry standard, as is the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Due to the fact that you placed several bets that went against the maximum bet rule, it is unfortunate that this situation cannot be seen as just a coincidence, and the casino team had to act according to their bonus regulations.

Taking this into consideration, we must, unfortunately, classify your complaint as Unjustified.

I can only suggest that you take some time to read, comprehend, and adhere to the bonus rules to avoid facing similar disappointments in the future.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru