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I would like to explain the entire process from the beginning.

On 31 July, I registered at Fieryplay through Casino Guru because I believed it was a reputable casino. Unfortunately, my experience has been the complete opposite.

I deposited a total of €190 in several deposits. My last deposit was €70, which I lost. After that, I received a €140 bonus with a 40x wagering requirement. I completed the wagering, and when it was finished, my balance was approximately €5,200.

The casino then confiscated approximately €4,500, leaving me with only €700. I understand that they rely on a 5x maximum cashout rule in their bonus terms. Although I believe this rule is extremely harsh, I accept that it is part of their terms.

However, what happened next is, in my opinion, far more concerning.

When I attempted to withdraw my remaining €700, I received a message saying that I had not completed the wagering requirement on my cash deposit—even though that deposit had already been completely lost. I was then given only two options: either pay a 20% fee on my €700 balance (which amounted to €140) or continue gambling for another €87.

This made no sense. My winnings had already been capped at €700 under the bonus rules, meaning I had no possibility of winning anything more. I could only lose money. In other words, the casino first applied the bonus rules to confiscate €4,500 of my winnings and then applied real-money wagering rules to force me to continue gambling with the remaining balance. I have never experienced anything like this at any other online casino in over 20 years of playing.

The verification process has been equally frustrating. I have submitted every document they requested. The only issue remaining is a photograph showing my face, my driving licence, and my bank card in the same picture. I even attached my documents to a white paper towel so they would stay in place and everything would be clearly visible in one photo. Despite following their instructions as closely as possible, they rejected the picture and refused to explain exactly what was wrong or how they expected me to take it correctly.

I feel that the verification process is being made unnecessarily difficult, and the lack of any meaningful explanation only adds to my frustration. To make matters worse, the casino has also disabled the live chat on my account, leaving me with very limited ways to communicate with them.

I understand that Casino Guru normally allows up to two weeks for a complaint to be resolved, but I am submitting this because I genuinely feel that no progress is being made.

I would like Fieryplay to explain—to me, to Casino Guru, and to everyone reading this complaint—how they justify forcing a player to wager money that had already been lost, or alternatively pay a €140 fee, after already confiscating the vast majority of the winnings under their bonus rules. I would also like them to explain why they continue rejecting my verification photo without clearly stating what is wrong with it or providing an example of what they actually require.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to or a screenshot of the €140 bonus you received and played with? Was it a free bonus or a deposit bonus?
• Did you comply with the casino's requirement to complete the wagering requirements associated with your deposit before attempting to withdraw your winnings?
• Are there currently any pending withdrawal requests in your account?
• Have you made sure that the selfie you sent to the casino is clear, that your face is not covered by the documents, and that all the textual information on your documents is clearly readable?

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

Best regards

Veronika

Hello,

This was not a no-deposit bonus. It was a deposit bonus that was generated after making a deposit. I activated the bonus only after I had already lost 70% of my €70 deposit. The bonus was 200% (€140). According to the casino’s terms, the maximum cashout from this bonus was 5x the bonus amount (€700).

I completed the entire wagering requirement exactly as required: €140 × 40, while respecting the maximum €5 bet limit. After completing the wagering, I had a balance of €5,200. The casino then confiscated €4,500 and allowed me to keep only €700 in accordance with the maximum cashout rule.

However, I was then unable to withdraw those €700. Instead, I received a message stating that I had to either wager my original deposit or pay a 20% withdrawal fee. This makes no sense. I had already completed all the bonus wagering requirements, yet I was suddenly required to comply with the wagering rules for real-money deposits as well. In other words, I was subjected to both the bonus terms and the real-money terms at the same time.

I believe the casino needs to explain how this is justified.

I have since completed the verification process and received €500. The remaining €100 withdrawal was cancelled by the casino for reasons I still do not understand. In the end, I chose to gamble away the remaining €100 because I could no longer deal with the constant rejected withdrawals and the mental stress caused by the entire process.

Have you contacted the casino customer support to ask why you are being asked to wager additional funds? If you have any communication with the casino customer support that could be relevant to the investigation of your complaint, kindly forward it to me at veronika.f@casino.guru.

No, I did not contact customer support about this because the chat was disabled when I tried to contact them.

At the time, I was extremely frustrated after having €4,500 confiscated and just wanted to put an end to the whole situation as quickly as possible. So I simply played my balance down to €600.

Once my verification was completed, I was only able to withdraw €500. The remaining €100 was put back into my balance for a reason I still do not understand. I also ended up playing those €100 away because, at that moment, I just wanted to get away from this casino and be done with the whole situation.

It was only afterwards that I started thinking more carefully about their behavior and realized how strange the whole situation was. That is when I decided to file this complaint.

I have tried to have a dialogue with the casino, but they are clearly not interested in resolving the matter. I have sent 10 emails and have received only one response.

Here is a response I received from the casino just five minutes ago.

The casino is admitting that, when I had €700 available, I was required either to pay a 20% fee or continue wagering. The maximum cashout from the bonus was €700.

This means that EVEN if I had continued playing and won more money, there would have been another confiscation, because according to their own rules, the maximum cashout was €700.

I have been playing casino for 20 years, so I understand that you normally have to wager your deposited funds 3x, or pay a fee if you withdraw before completing the required wagering. BUT my deposited funds had already been completely lost. My balance was €0 when I activated the bonus, and I then completed the 40x wagering requirement on the €140 bonus.

Furthermore, you are completely ignoring my question about WHY you only paid out €500 out of the €600 that remained in my account. It was the exact same payment method and the exact same bank account.

After I had completed the wagering requirements for the bonus, the casino confiscated approximately €4,500 from my balance, leaving me with €700.

I then tried to withdraw the remaining €700. According to the message I received from the casino, which I have already provided as evidence, they told me that I had to either pay a 20% fee or continue playing and wager another €87. I was therefore forced to continue playing if I wanted to be able to make the withdrawal.

I continued playing as they instructed, and my balance went down from €700 to €600. I then tried to withdraw the remaining €600.

Despite this, the casino still deducted another €100.

Now they are claiming that this €100 was withheld under clause 8.12.4 as a 20% fee because the wagering requirements had not been met.

This makes absolutely no sense to me. The casino had already told me that I could continue playing and wager another €87 instead of paying the 20% fee. I was forced to do this in order to proceed with the withdrawal. My balance then decreased to €600.

So why was another €100 deducted afterwards?

I believe the casino’s explanations are contradictory, and I would like Casino Guru to investigate exactly what happened and whether the casino was actually entitled to deduct this additional €100.

Quite frankly, these feel like nothing more than pirate methods.

So, in addition to the €4,500 they confiscated, they have also effectively forced me to lose another €200. This is predatory behavior.

I think it is important to look at the entire situation as a whole, because the seriousness of what happened can easily be missed when each part is considered separately.

I deposited €70, received a €140 bonus, lost my deposit and completed the 40x wagering requirement.

My balance then reached approximately €5,200. The casino confiscated around €4,500 based on its 5x maximum cashout rule, leaving €700. I accepted that decision, even though I disagreed with it.

But that was only the beginning.

When I tried to withdraw the €700, I was told that I had to wager another €87, or alternatively pay a 20% fee.

This is extremely important: my original €70 deposit had already been lost and I had already completed the 40x bonus wagering. Yet I was now required to wager money from the remaining balance.

Because the €700 maximum cashout had already been applied, there was no realistic upside to continuing to play. I could not increase the amount I was entitled to withdraw. Any additional winnings would still be subject to the same maximum cashout. I was therefore only risking money I was trying to withdraw.

While trying to satisfy this additional requirement, the balance dropped from €700 to approximately €600. I then requested a withdrawal.

Even then, another €100 was effectively deducted, meaning I could ultimately withdraw only €500.

So, in total, approximately €200 of the €700 was lost.

I want to be very clear that these were not normal voluntary gambling losses. I did not continue playing because I wanted to gamble or because I believed I could win more. I was trying to fulfil conditions imposed by the casino in order to access my remaining funds.

In practice, the situation was:

€4,500 confiscated → I accepted it.

Then I was required to wager money that was already part of my remaining balance → approximately €100 lost.

Then, when I finally tried to withdraw the remaining money → another €100 was effectively taken.

So the overall process appears to be:

Deposit → lose your own money → receive a bonus → complete 40x wagering → have winnings above the maximum cashout confiscated → be required to wager the remaining balance again → and finally pay a 20% withdrawal fee.

I believe Casino Guru should look at the entire situation, not just the initial €4,500 confiscation. The key question is whether a casino can impose a maximum cashout, then require additional wagering on the remaining balance, and finally charge a 20% withdrawal fee, effectively preventing the player from simply withdrawing the money remaining after the maximum cashout was applied.

From my perspective, I was effectively forced to risk money that I could neither use to increase my maximum withdrawal nor simply withdraw. That is what makes this case so concerning.

Dear Gez85

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, Samuel (samuel.s@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,

Veronika

Dear Gez85,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Fiery Play Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Fiery Play Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel, it’s nice to e-meet you as well. Thank you for taking the time to look into this complaint. I really appreciate you taking the time to review the case.

I sincerely hope we can resolve this fairly and without unnecessary hassle. I would also appreciate it if Fiery Play could provide a clear and detailed explanation of their position, including the exact terms they relied on when confiscating my winnings and why those terms were applied in this particular situation.

I believe the matter should be possible to resolve based on the actual terms and the facts of the case, rather than vague or general statements.

I look forward to hearing Fiery Play’s explanation and hope they will cooperate fully so we can bring this matter to a fair conclusion.

Best regards,

Gez85

Good afternoon, Casino Guru team and Gez85,

We would like to clarify the situation regarding your recent withdrawal requests and the applicable wagering requirements.

Your first withdrawal request for €500 was successfully processed and paid in full without any commission.

The second withdrawal request for €100 was cancelled because the funds had been used for further gameplay before the withdrawal could be processed.

According to our records, you started playing Book of Ra Deluxe on 03.08.2026 at 17:33:26 (UTC), and the €100 withdrawal request was cancelled on 03.08.2026 at 17:38:07 (UTC). By the time the request was cancelled, the available funds had been spent through gameplay. Until that point, your withdrawal request remained active and was simply awaiting processing.

Please also note that our Terms and Conditions provide for a 20% commission in cases where the required wagering conditions have not been met. You had the option to continue with the withdrawal request if you accepted the applicable commission. Instead, you chose to continue playing until the required wagering conditions were met and subsequently submitted a withdrawal request without a commission. As noted above, your €500 withdrawal was processed without any commission.

We would also like to clarify the distinction between deposit wagering and bonus wagering. Wagering conducted using bonus funds does not count towards the wagering requirement of your deposit. In order to meet the deposit wagering requirement, bets totaling 2× the deposited amount had to be placed using your real-money balance. This is a standard and reasonable requirement designed to prevent money laundering and to cover the costs associated with cases where only minimal gameplay takes place.

Finally, the maximum bonus conversion of 5× the bonus amount was clearly specified in the terms and conditions of the Welcome Bonus promotion.

We hope this clarification explains why the €500 withdrawal was successfully paid, while the €100 request was cancelled following the use of the available funds for gameplay, as well as how the applicable wagering and bonus conditions were applied.

Good afternoon,

I have now read your explanation carefully, and I believe there are still several important contradictions that need to be addressed.

First, regarding the €100 withdrawal: you state that the withdrawal was cancelled because I used the funds for further gameplay before it could be processed.

However, I have a screenshot showing that the €100 withdrawal was cancelled by the casino/system. I will provide this evidence to Casino Guru.

More importantly, your explanation does not address the fundamental issue.

After you confiscated approximately €4,500 and reduced my balance to €700 based on the maximum cashout rule, I attempted to withdraw the remaining €700.

At that point, I was told that I had two options: either pay a 20% fee or continue wagering another €87.

You now confirm that this was indeed the situation.

So I have a very simple question:

Why would I voluntarily continue gambling with €700 when €700 was already the maximum amount I was allowed to cash out?

If I had continued playing and won another €500, €1,000 or even €5,000, I still could not withdraw more than €700 because of your maximum cashout rule.

Therefore, once the €700 maximum cashout had been applied, continuing to gamble could only put my withdrawable money at risk. There was no realistic upside for me.

I was not continuing to gamble because I wanted to play. I was trying to fulfil an additional condition imposed by the casino in order to access money that was already available in my balance.

There is another important point that you continue to avoid answering:

Are you treating the €700 as a new deposit, or are you referring to my original €70 deposit?

My original €70 deposit had already been completely lost before I activated the €140 bonus. I then completed the full €140 × 40 wagering requirement.

So what exactly is the basis for saying that I still had to wager my original deposit?

The €700 was not a new deposit. It was the remaining balance after you had already applied the €700 maximum cashout rule.

And there is another issue that needs to be explained.

You state that the €100 withdrawal was cancelled because I used the funds for gameplay. But I have evidence showing the cancellation from your side.

You also state that the €100 ultimately withheld from my €600 balance was a 20% fee.

These two explanations need to be reconciled.

If the €100 withdrawal was cancelled because I supposedly used the funds for gameplay, then why does the casino now describe another €100 deduction as a 20% withdrawal fee?

And why was I told that I could satisfy the requirement by wagering another €87 instead of paying the 20% fee, only for another €100 to subsequently disappear?

This is exactly why I have asked Casino Guru to investigate the complete sequence rather than looking at each event separately.

I accepted the initial €4,500 confiscation, even though I strongly disagreed with it.

What I am questioning is what happened afterwards:

€5,200 balance

→ approximately €4,500 confiscated

→ €700 remaining

→ told to either pay 20% or wager another €87

→ balance reduced to approximately €600

→ only €500 ultimately paid out.

At every stage, I was trying to withdraw the money that remained after your maximum cashout rule had already been applied.

I have provided screenshots and evidence of the relevant events, including the cancellation of the €100 withdrawal.

I therefore ask you to stop giving general explanations of your terms and answer these specific questions directly.

I believe Casino Guru should also examine the screenshots and determine whether your current explanation is consistent with what actually happened in my account.

You cannot simply turn real money that has already been lost into a new wagering requirement.

My original deposit was already lost through gameplay. The money I subsequently had in my balance was generated through gambling with the bonus and was then subject to your maximum cashout rule.

So where exactly is the line?

If my original deposit has already been lost, how can you later claim that I still have to wager that same deposit again in order to withdraw my winnings?

Once a deposit has been lost, it is gone. You cannot logically say that the same €70 was both already lost and simultaneously still sitting there as an amount that I have to wager.

If you can apply a new wagering requirement to money that has already been lost, then where does it stop? Could you require me to wager the same deposit 2×, 5×, 10× or 100× after it has already been lost?

This is exactly what I want Casino Guru to examine.

You are calling this "deposit wagering", but the money I was trying to withdraw was not my original deposit. It was the remaining balance after playing through the bonus, after completing the €140 × 40 bonus wagering requirement, and after you had already applied the €700 maximum cashout.

There is a fundamental difference between requiring a player to wager a deposit before it can be withdrawn and requiring a player to wager money that has already been lost and then subsequently won back.

I would therefore like you to explain very clearly:

What exact money are you saying still needed to be wagered, and how can you require wagering on a deposit that had already been completely lost?

And again, please explain why the screenshot shows the €100 withdrawal being cancelled from your side when your latest response claims that I cancelled it through further gameplay.

You can clearly see in the screenshot that I was given two options: wager another €87 or pay the 20% fee.

So yes, I may have cancelled the €700 withdrawal myself — but I did so because you gave me those two choices.

At that moment, I did not understand how unfair this situation actually was. I simply chose the option to wager the €87 rather than pay a €140 fee.

But the crucial point remains:

I could not win more than €700 anyway.

You had already imposed the €700 maximum cashout. So by making me choose between paying €140 or wagering another €87, you were effectively forcing me to risk the €700 that I was otherwise entitled to withdraw.

The second withdrawal request for €100 was cancelled because the funds had been used for further gameplay before the withdrawal could be processed."

But you have already stated that the €100 was deducted as the 20% commission/fee.

So which one is it?

I have to say, I find this incredibly impressive and remarkably confident.

I am genuinely impressed that you are willing to stand behind these rules so firmly on a large and respected forum such as Casino Guru.

You are standing by a 20% fee on withdrawals.

You are standing by a 5× maximum cashout on winnings generated from bonuses.

And last, but certainly not least, you are standing by a rule where a player can apparently be required to wager money that has already been lost in the past.

That last one is particularly impressive.

I think we can safely say that you are quite unique in the industry in finding a way to require a player to wager a deposit that has already been completely lost.

Most casinos would consider a lost deposit to be exactly that — lost.

But apparently, according to your interpretation, it can somehow remain subject to a wagering requirement even after the money is gone.

So congratulations. You have certainly managed to demonstrate to Casino Guru, to me, and to everyone following this complaint just how far you are prepared to go to defend these terms.

I genuinely hope Casino Guru takes a close look at this, because the question is no longer simply whether these terms exist in your Terms & Conditions.

The real question is whether the way you are applying them makes any reasonable sense in the circumstances of this case.

New story

Your explanation keeps changing. You have now explicitly acknowledged that the information you previously provided was misleading. That is important.

According to your latest explanation, I completed the required €87 wagering, created withdrawals of €500 and €100, and no 20% commission was applied. You are now claiming that the €100 withdrawal was cancelled because I continued playing afterwards.

This is not the explanation you previously gave me. You previously told me that the 20% commission would be deducted and that the withdrawal could not be processed because of the wagering/commission issue. You have now admitted that this information was misleading and that no 20% commission was actually applied.

You also previously told me that the €100 was deducted. Now you are changing the explanation again and saying that the €100 withdrawal was cancelled because I continued playing and spent the money in slots.

I am not denying that the €100 was eventually played away. That is not the point.

The €100 was played away because you sent the money back to my playable balance instead of paying out the withdrawal. You did not pay it out, and you gave me the impression that it was never going to be paid.

When you told me that the €100 had been deducted, a reasonable conclusion was that this money was basically dead money and was not going to be paid out. Otherwise, you would simply have paid the €100 together with the other €500.

So I played the remaining balance down to zero because I had no intention of ever touching your casino again, not even with a pair of tongs.

And remember: after completing the €140 bonus with the 40x wagering requirement, I was not allowed to withdraw more than €700 anyway. So why would I continue playing when I already knew that I could not withdraw more than €700?

Those €100 were not going to give me any additional withdrawable winnings beyond the €700 maximum cashout anyway.

I have not changed my story. I have been consistent from the beginning. You are the ones who keep changing your explanation.

First, you told me that the 20% commission would be deducted. Then you admitted that this information was misleading. You also told me that the €100 had been deducted. Now you are saying that I simply continued playing and lost the €100.

The important fact remains: the €100 withdrawal was not paid out. You sent the money back to my playable balance, and you told me that it had been deducted. That is why I eventually played the balance down to zero.

Now, after this matter has become public on Casino Guru, your explanation has changed once again.

This is exactly why I intend to continue the discussion publicly. Other players should be able to see the different explanations you have provided and decide for themselves.

You first confiscated approximately €4,500 from my winnings and then required me to wager money that had already been lost. Now, after the €100 withdrawal was not paid, you are changing the explanation for that as well.

Serious casinos should be happy when players win. Instead, you confiscated approximately €4,500 and then forced me to wager previously lost money.

So, can you confirm that these are indeed the rules and steps at your casino?

First, a player makes a deposit, in my case €70, and loses that money.

Then the player activates a €140 bonus, which in my case has a 40x wagering requirement.

Once the player has completed the 40x wagering requirement, the player keeps the winnings subject to the 5x maximum cashout, which in my case was €700.

So, after completing the bonus wagering requirement and reaching the €700 maximum cashout, the player is then required to go back to the original €70 deposit — which has already been lost — and wager that €70 again before being allowed to withdraw the €700.

Is that correct?

Can you confirm that this is how your rules work?

Hello everyone,

thank you both for the detailed information provided so far.

Dear Fiery Play Casino,

I would like to investigate the sequence of events in this case based on the actual account activity rather than the explanations alone. Therefore, could you please provide me with the following:

• the player's complete transaction history, including all deposits, withdrawals, bonus credits, bonus removals, balance adjustments, and other relevant transactions;
• the player's complete gameplay history, including the exact bets placed, bet amounts, game results, and timestamps;
• information showing how the player's balance was allocated between real-money funds and bonus funds throughout the relevant period, including how the wagering requirements were calculated and updated;
• the complete bonus history relevant to this case; and
• the exact Bonus Terms and Conditions applicable to the bonus received by the player, including the wagering requirements, maximum cashout rule, and any deposit wagering requirements applicable at the time.

I would particularly like to verify what happened after the €700 maximum cashout was applied, including the €87 additional wagering requirement, the €100 withdrawal request, its cancellation, and the subsequent gameplay.

The complete records should allow me to establish exactly what funds the player was wagering with at each stage and how the applicable wagering requirements were calculated.

Once I have reviewed this information, I will be able to assess the situation further and address the points raised by the player.

Thank you for your cooperation.