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Complaint title:

Cristal Poker confiscated ~1500 USDT of my real-money winnings due to a 60 USDT manual bonus – unfair application of 5x cap

Complaint text:

Dear Casino.guru Complaints Team,

I am writing to report an unfair confiscation of approximately 1500 USDT of my real-money winnings at Cristal Poker (cristalpoker.com).

My situation in short:

On March 22, 2026 I made several deposits during the day. My balance was relatively small before the last deposit.

On the last deposit of 200 USDT I personally requested a 30% deposit bonus (60 USDT) through Live Support chat. No promo code was used.

The support agent saw my balance at that moment, granted the bonus immediately, but did not mention any withdrawal limits, 5x cap, or point 10.1.3 b) of the Bonus Terms.

Had I known about the strict rule that any balance above 5× the bonus (300 USDT) would be forfeited upon withdrawal request, I would never have asked for or activated this bonus.

After receiving the bonus I continued playing with real money. On March 25, 2026 my total balance reached 1800 USDT (the vast majority came from my deposits and real-money winnings). When I requested a withdrawal of 600 USDT, the casino:

canceled the request,

manually reduced my balance to 300 USDT,

and forfeited the remaining ~1500 USDT according to clause 10.1.3 b).

I have attached:

Screenshots of balance history from March 21–22 (showing low balance before the bonus),

Screenshot from March 25 (showing the manual adjustment to 300 USDT),

Full email correspondence with Finance Team (including their final refusal and confirmation that there are now no active bonuses or limitations on the 300 USDT).

This feels extremely unfair. I lost 1500 USDT on completely flat ground — winnings generated mostly from my own deposits before and after the small manual bonus, simply because I asked for a bonus in live chat without being warned about the hidden cap.

I have been a loyal player with total deposits well over 2000 USDT. I fully understand that rules must be followed, but in this case the bonus was granted manually without proper disclosure, and the casino applied the cap to my entire real-money balance.

I kindly ask Casino.guru to investigate this case and help me recover at least part of the confiscated amount (or the full real-money winnings).

Thank you in advance for your help.

Best regards,

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Dear Freeman55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

10.1.3 a)Cashback, cash reward, money reward or any other form of received cashback have a maximum withdrawal limit of 50 EUR, or equivalent in other currency, and are wager FREE. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Maximum withdrawal limit applies when winnings were generated with the help of no deposit bonus or when winnings from no deposit bonus are part of players real balance. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Could you please confirm whether this bonus has been requested by you, or automatically added by the casino? If possible could you please attach your whole conversation with the customer support?

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Complaint about Cristal Poker – Additional evidence and clarification (bonus was manually requested)

Dear Attila,

Thank you for your reply and for looking into my case.

I would like to clarify a few important points:

The bonus in question was not a cashback, it was a deposit bonus (30% on my last 200 USDT deposit). Therefore the correct clause is 10.1.3 b), not 10.1.3 a) which you quoted.

Yes, the 60 USDT bonus was personally requested by me in the Live Support chat on March 22, 2026. It was not added automatically. The support agent saw my balance at that moment, granted the bonus immediately, but did not mention any withdrawal limit, 5x cap, or point 10.1.3 b) at all.

Unfortunately I do not have a saved transcript of that exact Live Chat (the chat window often does not provide automatic logs). However, I have already attached in my previous messages and in the update:

Full email correspondence with Finance Team (they confirm the bonus was granted on my request).

Screenshot of balance history from March 21–22 (showing low balance before the bonus).

Screenshot from March 25 (manual adjustment to 300 USDT).

New evidence (attached again): email correspondence from March 18–20, 2026 about VIP status and 30% CashBack, where Support actively promoted bonuses but never once warned about the 5x withdrawal limit or forfeiture rule.

In all my communications with CristalPoker Support (both about VIP/CashBack and the deposit bonus itself) they never disclosed the harsh condition that any balance above 5× bonus would be forfeited upon withdrawal request.

I have been a loyal player with total deposits well over 2,000 USDT. I would never have requested this bonus if I had known about the 5x cap rule.

Could you please contact Cristal Poker again with this additional evidence and ask them to reconsider the manual forfeiture of ~1500 USDT of my real-money winnings as a goodwill gesture?

Thank you very much for your help. I am happy to provide any further information if needed.

Best regards,

[Redacted]

Additionally, all correspondence in the live chat with support and a CASHBACK request!

Dear Attila,

I have just added new important evidence to the complaint:

Live Chat correspondence where I requested CashBack on all my deposits without wager requirements. Support credited me 60$ Sports CashBack, I asked "Отыгрывать нужно?" (Do I need to play it back?), and they confirmed it is wager-free, but again did not mention any maximum withdrawal limit or clause 10.1.3 a).

I have attached screenshots of this entire conversation.

This is the second time their support team promoted a bonus/cashback to me without disclosing the harsh 5x withdrawal cap.

Thank you for adding this to my case.

Best regards,

[Redacted]

Dear Freeman55, thank you for your response.

Based on the screenshots you provided of your conversation with live chat support, it appears that the bonus you claimed was: "60€ Sports CashBack on your last deposit." Could you please clarify whether you have claimed a separate 30% deposit bonus as well? If possible, could you please attach a screenshot of your bonus history?

Additionally, you mentioned that the winnings were primarily derived from your own deposits made before and after the manual bonus. Could you please confirm whether you have made any additional deposits after completing the bonus?

Thank you in advance for your reply.

Dear Attila,

Thank you for your quick reply and for continuing to look into my case.

To clarify the situation:

The original complaint is about the 30% deposit bonus (60€) that was manually granted to me via Live Chat on March 22, 2026 on my last deposit of 200 USDT. This is the bonus that caused the manual forfeiture of approximately 1500 USDT when I requested a withdrawal on March 25.

The new screenshots I added yesterday are from a separate Sports CashBack 60$ that was credited to my account recently (after I had already submitted the complaint). I added them as additional evidence to show that CristalPoker support repeatedly promotes bonuses/cashbacks without ever mentioning the 5x withdrawal limit or the forfeiture rule.

Unfortunately I do not have a direct screenshot of the "Bonus History" page at the moment, but the Finance Team themselves confirmed in their emails (which I already attached) that the 60€ deposit bonus was granted on my request on March 22.

Regarding additional deposits: yes, between March 22 and March 25 I continued playing and made some additional deposits. However, the vast majority of the 1800 USDT balance at the time of the withdrawal request consisted of real-money winnings generated from my deposits and gameplay.

I have attached again:

All previous screenshots (balance history March 21–25)

The full email correspondence with Finance Team

The new Live Chat about the recent CashBack (for illustration of the same pattern)

If you need any other specific information or screenshots, please let me know and I will provide them immediately.

I would greatly appreciate it if you could contact Cristal Poker once more with this full picture and ask them to reconsider the forfeiture of my real-money winnings as a goodwill gesture for a loyal player (total deposits > 2000 USDT).

Thank you very much for your help.

Best regards,

Dear Attila, dear Freeman55,

We would like to clarify the situation once again from our side, as there seems to be a misunderstanding regarding how the bonus was applied and how the balance was generated.

First, we confirm that the 30% SportsBook deposit bonus (60 USD) was granted upon the player’s own request via Live Chat. As clearly stated in our Terms and Conditions, all bonuses, regardless of how they are credited (automatically or manually), are subject to the same Bonus Terms.

At the moment the bonus was credited, the player’s balance was:

200 USD (own deposited funds).

+ 60 USD (bonus).

Total: 260 USD.

From that point onward, the player continued gameplay with a mixed balance (real funds + Sports bonus funds). Therefore, any subsequent winnings were generated with an active bonus, and the bonus terms apply to the entire resulting balance, not only to a portion of it.

This is a key point:

There was no separation between "pre-bonus winnings" and "post-bonus winnings", as the bonus was activated and became part of the playable balance before the winnings were generated.

As per clause 10.1.3 b) of our Bonus Terms:

"Bonuses that comes with a deposit requirement (clause 10.2,10.3; Sports Bonuses and Live Casino Bonuses) have limits on withdrawal of 5 times Bonus amount received, and are wager FREE. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal."

Accordingly:

Bonus received: 60 USD.

Maximum withdrawal: 300 USD.

Remaining balance: forfeited in line with the Terms.

Regarding the claim that the majority of winnings were generated from real funds:

This argument is not applicable in this case, as the gameplay occurred after the bonus was credited and activated, meaning the balance was already combined.

Regarding Live Support:

Our agents correctly granted the bonus upon request. However, as stated in our Terms, it is the player’s responsibility to review bonus conditions prior to claiming any promotion. The Terms are publicly available at all times, and no misleading information was provided.

Conclusion:

The bonus was requested by the player.

It was correctly applied.

The player played with an active bonus balance.

The 5× withdrawal cap was correctly enforced.

No deviation from the Terms or unfair practice occurred

For these reasons, we must respectfully confirm that the case was handled fully in accordance with our Terms and Conditions, and we are unable to revise the outcome.

P.S.

It is also important to highlight the final communication with the player after the application of the bonus terms.

On March 25, 2026, the player explicitly asked us to confirm whether, after the balance adjustment to 300 USD, there were any active bonuses or restrictions remaining on the account. We clearly confirmed that:

the bonus had been fully applied,

no active bonuses remained,

and the balance was free of any limitations.

Following this confirmation, the player proceeded to continue playing and subsequently successfully withdrew 1,500 USD from the account.

Considering this, the current complaint comes as a surprise to us, as the situation had already been clearly explained, acknowledged, and the player was able to continue playing and withdraw funds without any restrictions.

Best regards,

CristalPoker Team

Thank you very much for your time, effort and for thoroughly investigating my complaint.

I appreciate the detailed explanation provided by the Cristal Poker team and fully understand their position regarding the bonus terms.

In the future I will be much more careful with any bonuses and will make sure to read all the conditions carefully before requesting them.

Thank you again to you and the entire Casino.guru team for your support and assistance.

Best regards,

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

Dear Freeman55,

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,

Attila