Horus Casino - Pelaajan voitot takavarikoidaan bonusten väärinkäyttöväitteiden vuoksi.

Hey, I deposited funds on Wednesday, June 3rd, 2026 for two bonuses, which I won.

Now the casino is accusing me of bonus abuse even though I've been playing there for several weeks.

With my first deposit of €200, I won €1918 after fulfilling all the bonus conditions. That was a 150% deposit bonus.

The second bonus was Sticky, and I deposited 300 into it, which ultimately resulted in a winnings of €1483.

The casino simply withheld my winnings.

I read in the forum that they were recently sold to another company. Perhaps that's why they no longer pay out if you win too much.

Hey ich habe am Mittwoch 03.06.26 für 2 Bonis eingezahlt gehabt welche ich beide gewonnen habe.

Jetzt wirft mir das Casino Bonus Missbrauch vor obwohl ich da schon mehrere Wochen Spiele.

Mit der ersten Einzahlung von 200€ habe ich 1918€ gewonnen nachdem ich alle Bonus Bedingungen erfüllt habe. Das war ein Einzahlbonus von 150%.

Der 2te Bonus war Sticky und da habe ich 300 eingezahlt womit ich am ende 1483€ gewonnen habe.

Das Casino hat mir einfach die Gewinne gestrichen.

Hab im Forum gelesen das sie an eine andere Firma in kurzer Vergangenheit verkauft wurden. Evtl zahlen sie deswegen nicht mehr wenn man zu viel Gewinnt.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Is your player's account accessible to you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thanks for your help.

1. I still have access to the account.
2. I played Wild Jack and All Lucky Clovers
3. I forwarded the email to you.

Danke für ihre Hilfe.

1. Ich habe noch zugriff auf das Konto
2. Ich habe Wild Jack und All Lucky Clovers gespielt
3. Die Email habe ich an dich weitergeleitet.

Thanks for your reply and the information provided via email.

• Do I understand correctly that after you requested a payout of your winnings from the first deposit bonus, you deposited again and redeemed another bonus?
• Have you made any deposits in between?
• Have you passed account verification in the casino? Were you asked to submit any documents to complete the verification process?

Please let me know.

Hello, yes, that's exactly how I made the deposit.

I received an email with two bonuses in one day.

It is also advertised that you only receive the second bonus after you have made a deposit for the first one.

I won with both deposits.

I have deposited money into the casino several times and have also received funds.

My account is fully verified.

Hallo, ja genau so habe ich das gemacht mit der Einzahlung.

Hab eine Email mit 2 Bonus an einem Tag bekommen.

Es wird ja auch damit geworben, dass man den zweiten Bonus erst bekommt, nachdem man für den ersten Eingezahlt hat.

Habe mit beiden Einzahlungen gewonnen.

Ich hatte bei dem Casino schon öfters eingezahlt und auch schon Gelder erhalten.

Mein Konto ist vollständig verifiziert.

Dear enricokra,

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, Adam (adam.m@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,

Tomas

Hello enricokra,

I have reviewed your case, and I will try to contact the casino to see if I can help.

We would like to invite Horus Casino to join the conversation and participate in the resolution of this complaint

Dear Horus Casino,

Can you assist in resolving the issues the player is facing? Please provide more information and explain why the player's winnings have been withheld.

Kind regards,

Adam

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.

Hello,

thank you for contacting us!

Our fraud engine flagged his account as potential bonus driven play which prompted a review. Our review showed a consistent pattern: deposits were concentrated around periods when a bonus was available, and play was conducted at or near maximum stake limits. Taken together, this pattern is consistent with bonus-driven play rather than general recreational use, which is the specific behaviour our terms are designed to address.

According to our Bonus Terms & Conditions:

14. Bonuses offered by Horus Casino are only intended for genuine recreational players. Abuse of the offered bonuses will not be tolerated. Behaviour that indicates participation on the platform exclusively to take advantage of offered bonuses is considered abuse. Horus Casino reserves the right to investigate, cancel, suspend or lock any account if abuse of the bonus is suspected. In case of abuse, all bonuses and subsequent gaming activity and wins will be revoked and annulled and the deposit will be returned.

How do we distinguish legitimate use from abuse?

A recreational player typically uses bonuses as one part of varied play. Where account activity shows bonuses being the consistent trigger for deposits, combined with stake patterns that maximise bonus value rather than reflecting typical play, this falls outside the intended use described in our terms.

Bonus and promotional eligibility has been removed from your account. This does not affect your balance, which is yours to either withdraw in full or continue playing with, free of any bonus terms or restrictions.

We recognise this isn't the outcome you were hoping for, and we appreciate you raising your questions directly rather than assuming the worst. If you'd like to proceed with a withdrawal, please confirm and we'll process it right away.

Horus Casino

Hello Horus Casino,

Many thanks for your detailed response.

I understand that it is entirely at the discretion of the casino to remove bonus eligibility for players, but can you please confirm that the winnings already accumulated from bonus play up to this point have not been affected and are available for the player to withdraw?

Kind regards,

Adam

Hi Adam,

The player currently has 494.47€ to withdraw, which are his last two deposits combined. We once again invite him to play further without restrictions, or withdraw the money.

For reference, he has profited from 121.5% bonus cost and each deposit matched with a bonus. He simply hasn't visited if bonus wasn't available. Multiple paramenters are taken into account in order for our fraud engine to prompt manual review which further confirmed the suspicion. Real life situation equivalent would be to let someone steal your furniture only because you had the window slightly opened. I think we both agree neither me or you would let that happen.

Things are not all dark though, he still walks away with substantial profit.

Thank you for the patience and understanding.

Horus Casino

Hello,

I cannot understand the casino's reasoning.

I did not actively seek out the bonus offers or circumvent them in any way. The casino specifically offered me the bonuses via email, explicitly urging me to make a deposit. Without this promotional email, I likely would not have deposited at that time. It therefore seems contradictory to subsequently accuse me of having made my deposit because of this very bonus offer.

If the casino no longer considered me eligible for bonuses, it should not have sent me any more bonus offers or technically allowed their activation. Instead, the bonuses were offered to my verified account, accepted, and wagered normally. Only after winnings were generated was my gambling behavior retrospectively classified as abuse.

This also raises the question of how the case would have been handled if I had lost all of my deposits and bonuses. It's highly unlikely the casino would have subsequently refunded the losses simply because I supposedly wasn't allowed to use the bonus. A rule that is effectively only applied when the player wins seems unfair to me.

The comparison of the casino to a theft through an open window is, in my view, completely inappropriate. I did not exploit any security vulnerabilities or circumvent any terms and conditions. I simply used an offer that the casino itself sent me and made available in my account. A more fitting comparison would be a customer who takes advantage of specifically advertised special offers. This alone does not automatically imply abuse.

Furthermore, the casino's claim that I consistently played with or near the maximum allowed stake of €4 is incorrect. With one of the two bonus offers, I played with €2 per spin, and with the other, with €4 per spin. Therefore, I did not consistently play at the maximum stake limit. A stake of €2 is only half the maximum allowed stake and therefore cannot be considered playing near the stake limit.

Hallo,

ich kann die Begründung des Casinos nicht nachvollziehen.

Ich habe die Bonusangebote nicht selbst gesucht oder auf irgendeine Weise umgangen. Das Casino hat mir die Boni gezielt per E-Mail angeboten und mich damit ausdrücklich zu einer Einzahlung aufgefordert. Ohne diese Werbe-E-Mail hätte ich zu diesem Zeitpunkt vermutlich nicht eingezahlt. Es erscheint daher widersprüchlich, mir im Nachhinein vorzuwerfen, dass meine Einzahlung durch genau dieses Bonusangebot ausgelöst wurde.

Wenn das Casino mich nicht mehr als bonusberechtigt angesehen hat, hätte es mir keine Bonusangebote mehr zusenden oder deren Aktivierung technisch zulassen dürfen. Stattdessen wurden die Boni meinem verifizierten Konto angeboten, angenommen und regulär umgesetzt. Erst nachdem daraus Gewinne entstanden waren, wurde mein Spielverhalten rückwirkend als Missbrauch eingestuft.

Dabei stellt sich auch die Frage, wie der Fall behandelt worden wäre, wenn ich die Einzahlungen und Boni vollständig verloren hätte. Es ist kaum anzunehmen, dass das Casino die Verluste nachträglich erstattet hätte, weil ich den Bonus angeblich nicht hätte nutzen dürfen. Eine Regelung, die faktisch nur dann angewendet wird, wenn der Spieler gewinnt, halte ich für nicht fair.

Auch der Vergleich des Casinos mit einem Diebstahl durch ein geöffnetes Fenster ist aus meiner Sicht völlig unangebracht. Ich habe keine Sicherheitslücke ausgenutzt und keine Bedingungen umgangen. Ich habe lediglich ein Angebot verwendet, das mir das Casino selbst zugesandt und auf meinem Konto zur Verfügung gestellt hat. Ein passenderer Vergleich wäre ein Kunde, der gezielt beworbene Sonderangebote nutzt. Allein daraus kann nicht automatisch ein Missbrauch abgeleitet werden.

Darüber hinaus ist die Darstellung des Casinos, ich hätte durchgehend mit oder nahe dem maximal erlaubten Einsatz von 4 € gespielt, so nicht richtig. Bei einem der beiden Bonusangebote habe ich mit 2 € pro Spin gespielt, beim anderen mit 4 € pro Spin. Damit habe ich nicht durchgehend am maximalen Einsatzlimit gespielt. Ein Einsatz von 2 € entspricht lediglich der Hälfte des erlaubten Höchsteinsatzes und kann daher nicht als Spiel nahe dem Einsatzlimit dargestellt werden.

Thank you for your response, Horus Casino.

Respectfully, I must disagree with your views.

The reason for having a rule stating a maximum stake limit is surely to prevent/deter players from placing bets that are considered too high (i.e., above that stated limit). If the casino prefers players to place bets below the current limit, perhaps the limit itself should be adjusted to reflect this. A player betting at or below the stated limit is not in breach of any rules.

As mentioned, we agree it is at the discretion of the casino to suspend or discontinue a player's eligibility to claim promotions and bonuses. However, if bonuses have been marketed and made available to a player, and the bonuses have been completed without breach of any rules, the player should be entitled to the winnings for those bonuses. The winnings should not be confiscated retroactively.

If the player has merely played the bonuses made available to them and completed the wagering requirements according to the rules of the promotion, they should be paid any winnings accumulated in full for us to consider the matter to be resolved. I would therefore like to ask the casino to reconsider its approach in this situation.

Kind regards,

Adam

Hello Enricokra and Adam, 

I will try to address your concerns the best I can in a single post, so apologies in advance for the lenghtier text. 

Saying you did not actively seek out the bonuses, while playing on the site exclusively for taking advantage of bonuses is what is contradictory here. You are admitting to the fact that you were playing on the site only when high matching bonuses were offered, and the multiple other signals only confirm the suspicions your account was flagged for. Your account was only flagged after multiple patterns combined, manual review only confirmed the fraud engine suspicion.  

We are not hunting legitimate players down for their bonus use because its in good faith. Their play is varied, bets correspond to the recreational nature the bonuses are offered on, they aren't gambling on autoplay etc etc. I wish there was one single thing I can notice that will allow me to let you off the hook, but sadly I can't see anything. Every single action in your gameplay corresponds to intentful abuse of offered promotions. 

14. Bonuses offered by Horus Casino are only intended for genuine recreational players. Abuse of the offered bonuses will not be tolerated. Behaviour that indicates participation on the platform exclusively to take advantage of offered bonuses is considered abuse. Horus Casino reserves the right to investigate, cancel, suspend or lock any account if abuse of the bonus is suspected. In case of abuse, all bonuses and subsequent gaming activity and wins will be revoked and annulled and the deposit will be returned.

The bolded line above specifically covers the case we are dealing with here, when the case is clear cut, we return the deposit and offer gameplay free of restrictions or withdrawal. Let me invite you once again to withdraw your current balance as soon as possible. 

___

Adam, I only gave examples of the signals we use in detecting fraudulent play, of course playing at the max bet doesn't by itself constitute abuse, but it also doesn't take away from the fact that when its done in organized and intentful way, and in combination with many other signals, it does constitute abuse. There is nuance we must be mindful of because there is no other way, wager-free bonuses are simply too abusable due to their wager-free nature. We aren't looking to cut winnings mindlessly, if that was the case the complaint section would be filled with cases. He is playing the system and that is an undeniable fact.

According to our Terms and Conditions, we have the right to annul and void winnings if breach or abuse is detected. He has been able to claim bonuses so far because the conditions are loose and allow for 10 matched deposits at most and a bonus cost above 100% to flag an account. With the last two deposit he breached both conditions. In combination with multiple other signals, we are inclined to deny the payout and return the deposits. Again, things are not all dire, he is still in solid profit. 

Our decision is final and he has until 23rd of August to withdraw his balance. 

Respectfully,

Horus Casino

Thank you for your reply. I will wait for Adam's assessment first.

I just want to point out that the casino's statement about playing at the maximum stake limit is incorrect. As mentioned before, I played one bonus with €2 and the other with €4, but won both.

Vielen Dank für die Antwort. Ich warte zunächst auf die Einschätzung von Adam.

Ich möchte nur festhalten, dass die Aussage des Casinos zum Spielen am maximalen Einsatzlimit so nicht stimmt. Wie bereits erwähnt, habe ich einen Bonus mit 2 € und den anderen mit 4 € gespielt aber beide Gewonnen.

Hello everyone, thank you for your responses.

We respectfully disagree with the classification of the player’s behavior as 'abuse', for the reasons previously outlined.

Furthermore, the casino has informed us that the player’s eligibility for bonuses has been revoked. If the casino can remove bonus eligibility in this manner, it would be better to do so when the acceptable amount of bonuses has been claimed by the player, and not let them deposit and claim further bonuses that they have no possibility to win from.

We consider the term mentioned unfair, especially when it is used to retroactively confiscate winnings from accepted gameplay without providing evidence of any specific unfair actions that would warrant such a measure. This is in accordance with our policies regarding fair gambling (https://casino.guru/guide/fair-gambling-codex-for-casinos#bonus-hunting).

While restricting future bonuses or closing the account may be viewed as reasonable steps, we feel that the player's legitimate winnings should be honored first.

Since the casino has indicated that it will not reevaluate its decision, we will proceed to close this complaint as unresolved.

Dear Enricokra,

I am genuinely sorry that we were unable to find a resolution to your situation. Based on the information presented, we believe that the winnings should have been awarded to you.

Although we do not have the authority to compel the casino to reverse its decision, this unresolved outcome will impact the casino’s Safety Index rating on our website. Should the casino decide to reconsider its approach, they can reopen the complaint at any time.

Thank you for your patience and cooperation.

Kind regards,

Adam