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Confiscation of real balance earnings following misleading support information and compliance with terms.

Description of the events:

Hello, I am filing this formal complaint against EgoGames for the unjustified cancellation of my withdrawals and the confiscation of 383 EUR.

I wish to present my case based on the transparency and good faith with which I acted:

Prior consultation and good faith: While playing a free spins bonus, I reached a balance of 50 EUR. I stopped to consult with technical support about the maximum withdrawal limit (Max Cashout).

Misleading information from support: The Ria agent explicitly confirmed to me in writing that the limit for this bonus was €100 and instructed me to make a deposit to link my payment method. (Screenshot of the chat attached).

Following instructions: Under that promise, I played until I reached 100 EUR, stopped, and made a deposit of 10 EUR via ByBit Pay (02:08:16). I immediately requested the withdrawal of the 100 EUR bonus (02:14:17).

Winnings with Real Money: With my deposit already processed and the requested bonus withdrawal, I continued playing with the remaining balance because it required me to wager my deposit at least three times before I could withdraw it. I made a profit of +€358 (but only withdrew that amount).

Additional features in the game "Hottest 666"

Arbitrary confiscation: The Finance Department canceled both withdrawals, now claiming the limit was only €25. This is unacceptable, as the €358 was generated from the actual balance after the initial deposit was made.

Lack of support: When trying to clarify the contradiction between what Ria said and the financial decision, agent Anthony abruptly closed the chat and ignored my evidence.

Claims:

I demand the return of my legitimate winnings from my real money balance (358 EUR) plus the 75 EUR that the casino left in my account as an "exception". The total amount claimed is 433 EUR.

I request CasinoGuru's intervention, as the casino induced my deposit through false information and subsequently confiscated funds that were no longer legally subject to the no deposit bonus rules.

Confiscación de ganancias de saldo real tras información engañosa del soporte y cumplimiento de términos.

Descripción de los hechos:

Hola, presento esta reclamación formal contra EgoGames por la cancelación injustificada de mis retiros y la confiscación de 383 EUR.

Deseo exponer mi caso basado en la transparencia y la buena fe con la que actué:

Consulta previa y buena fe: Mientras jugaba un bono de giros gratis, alcancé un saldo de 50 EUR. Me detuve para consultar con el soporte técnico el límite máximo de retiro (Max Cashout).

Información engañosa del soporte: La agente Ria me confirmó explícitamente por escrito que el límite de este bono era de 100 EUR y me instruyó a realizar un depósito para vincular mi método de pago. (Adjunto captura del chat).

Cumplimiento de instrucciones: Bajo esa promesa, jugué hasta alcanzar los 100 EUR, me detuve y realicé un depósito de 10 EUR vía ByBit Pay (02:08:16). Inmediatamente solicité el retiro de los 100 EUR del bono (02:14:17).

Ganancias con Saldo Real: Con mi depósito ya procesado y el retiro del bono solicitado, continué jugando con el saldo restante debido a que me solicitaba jugar con mi deposito al menos 3 veces mas de poder retirarlos . Logré una ganancia de +358 EUR (pero solo retire esa cantidad).

adicionales en el juego "Hottest 666"

Confiscación arbitraria: El Departamento Financiero canceló ambos retiros, alegando ahora que el límite era de solo 25 EUR. Esto es inaceptable, ya que los 358 EUR se generaron con saldo real después de haber cumplido con el depósito de vinculación.

Falta de soporte: Al intentar aclarar la contradicción entre lo que dijo Ria y la decisión financiera, el agente Anthony me cerró el chat de forma abrupta e ignoró mis pruebas.

Pretensiones:

Exijo el reintegro de mis ganancias legítimas de saldo real (358 EUR) más los 75 EUR que el casino dejó en mi cuenta como "excepción". El total reclamado es de 433 EUR.

Solicito a CasinoGuru su intervención, ya que el casino indujo mi depósito mediante información falsa y posteriormente confiscó fondos que legalmente ya no estaban sujetos a las reglas del bono sin depósito.

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Stay safe.

Dear Engelgmr,

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

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

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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

Petra