Golden Mister Casino - Pelaajan kotiutus on takavarikoitu.

I made a withdrawal request for €1,079.40, which was suddenly canceled by GoldenMister Casino. They later informed me that the withdrawal was voided and the funds were confiscated due to a single bet of €4.50 placed on the slot game Book of Ra while a 125% first deposit bonus was still active.

According to their terms (section 29.5), the max allowed bet during bonus play is €2 per spin. However, their system allowed me to place a higher bet — and only after the fact was the rule enforced to seize all my funds. I received no real-time warning or block, even though they later claimed that an in-game notification was displayed.

This was not repeated abuse — just a single bet. I believe the punishment of full balance seizure is completely disproportionate and not in line with fair gaming practices. Many responsible casinos remove bonus winnings or void the bonus itself in such cases, rather than taking all the funds — including winnings not necessarily linked to the bonus.

What I’ve Tried:

I contacted their support team several times and respectfully asked for:

A warning or proof of the notification system

A detailed betting history during the bonus period

A partial resolution or goodwill gesture

Their response was dismissive and final. They refused to review the case or consider any form of resolution. They also confirmed that their system is designed to allow bets that break the rule "to avoid disrupting gameplay."

What I Request:

A fair review of this case.

Restoration of my withdrawal, or at least partial recovery of non-bonus winnings.

Consideration of how the platform’s lack of safeguards contributed to the breach.

I’m submitting this complaint in good faith and hope that AskGamblers/Casino Guru can assist in resolving this dispute. I am also prepared to escalate this case to the appropriate licensing authority, should the matter remain unresolved.

Thank you for your support.

Dear Jimi1947,

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

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

• Could you please provide proof that the casino refused to provide you with your game history from the time your bonus was in play?
• Share screenshots here or send the information to my email at tomas@casino.guru

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Me (User):

I request my full betting history from the time the bonus was active so I can verify what happened. Please provide detailed records.

GoldenMister Support (30.06.2025):

We acknowledge your request for a full betting history. A formal request has now been submitted to our payments and technical departments. Once compiled, the report will be sent to the email associated with your account. Please allow a few business days for this process.

Me (User, Follow-up):

I still haven’t received the betting history. Can you please confirm the status?

GoldenMister Support:

Unfortunately, the decision is final and we can’t somehow change it. We operate in full compliance with the law…

Me (User):

I am still waiting for the evidence. I request again to receive my full betting history as previously promised.

GoldenMister Support:

Our company operates under the terms and agreements that you confirmed before registering your account. If you have any further questions, please contact us again.

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

Hello Jimi1947,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Could you please review the case, explain what happened, and attach the game history related to this incident?

Dear Jimi1947,

While we are waiting for the casino’s response, could you please send me your game history so I can verify that you only placed one higher bet and that this bet did not result in a win?

You can send the information to matej@casino.guru. As subject of the email please write: Case: 168589 - Golden Mister Casino

Thank you.

Dear Matej,

I wanted to follow up regarding the game history. Unfortunately, I have not received the requested information from the casino, despite having asked multiple times.

Please let me know if there’s anything else I can do from my side.

Best regards,

Jimi1947

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 Jimi1947,

I am very sorry, but the casino is non-responsive. Because the casino is without a license, there is not much to do now. I will mark this complaint as unresolved, which negatively affects the casino's safety index. There is a good chance that once the casino starts solving the complaints listed on our website, they will resolve the case too; however, I cannot tell you when it will be or if ever.

I am sorry for the outcome of the case. I was hoping that we would be able to help you more.