Ile de Casino - Pelaaja kiistää voittojen uudelleenluokittelun bonukseksi.

Subject: Formal Complaint – €999.55 in Winnings Reclassified as a New Bonus – Total Balance €1,066.55

Dear Sir or Madam,

I am submitting a formal complaint regarding my account with Île de Casino and a total balance of €1,066.55, including €999.55 in winnings that were reclassified by the casino as a new bonus subject to additional wagering requirements.

I would like to present the facts chronologically, with supporting screenshots and correspondence.

On 14 August 2026, I received a €70 casino bonus.

I played through this bonus and completed the wagering requirements attached to it.

This is explicitly confirmed in my Île de Casino account history, which states:

"The bonus wagering requirements have been completed and the winnings have been credited to the real-money balance."

This transaction appears in my account history on 14 August 2026 at 17:11.

However, at the same time, another transaction appeared in my account history for:

"Bonus – Slot Winnings Bonus – €999.55"

Therefore, after the wagering requirements for the original €70 bonus had been completed, €999.55 resulting from the play was placed into a new bonus balance and subjected to another wagering requirement.

Île de Casino's customer support subsequently confirmed this in writing. They explained that, after the €70 bonus had been transferred to my real balance following completion of the wagering requirements, the remaining funds became another bonus derived from my slot-machine winnings, which could only be withdrawn after completing further wagering requirements.

Therefore, this is not merely my interpretation of what happened: the casino itself acknowledges that the €999.55 in winnings were treated as another bonus.

This appears to conflict with Île de Casino's own published Terms and Conditions.

Article 16.10.2.2 states that:

"When the wagering requirements of a bonus are satisfied, the bonus amount is transferred to the main balance and may be withdrawn at any time."

Article 16.11.2 also states that once the wagering requirement has been satisfied, the bonus is transferred to the real-money balance.

Most importantly, Île de Casino's own account history expressly confirms that the wagering requirements were completed and that the winnings were credited to the real-money balance.

I am therefore not disputing the original wagering requirement attached to the €70 bonus. I accepted and completed that requirement.

What I dispute is the subsequent decision to reclassify €999.55 in winnings as a new bonus and impose an entirely new wagering requirement on those winnings after the original wagering requirement had already been completed.

The casino has referred to provisions stating that funds won through bonuses cannot be withdrawn until all bonuses have been wagered. However, this does not resolve the central issue: the wagering requirement for the original bonus had already been declared completed by the casino itself.

I have been unable to identify any provision in the Terms and Conditions presented to me that clearly states that, after successfully completing a bonus wagering requirement, the resulting winnings will automatically become a new bonus subject to a new 45x wagering requirement.

This distinction is substantial.

Applying a 45x wagering requirement to €999.55 would require me to place an additional:

€999.55 × 45 = €44,979.75 in wagers

after I had already completed the wagering requirement attached to the original €70 bonus.

I am attaching supporting evidence, including:

screenshots of my account history showing completion of the €70 bonus wagering requirement;

the entry showing the subsequent creation of the €999.55 "Slot Winnings Bonus";

screenshots of the relevant Terms and Conditions;

correspondence from Île de Casino's customer support confirming their position;

screenshots showing the balance concerned.

I therefore respectfully request that this case be investigated and, specifically, that Île de Casino be required to identify the exact contractual provision that allowed it to reclassify €999.55 in winnings as a new bonus subject to another wagering requirement after its own system had confirmed that the original wagering requirements were completed and that the winnings had been credited to the real-money balance.

I request that the disputed funds be released and that I be permitted to withdraw my balance of €1,066.55, subject of course to any legitimate KYC/identity verification requirements.

I can provide the complete correspondence, or any further information required for the investigation.

Due to the five-file attachment limit, I have only attached the most relevant evidence. I remain available to provide additional screenshots of my email exchanges with Île de Casino, the full conversations with their customer support, as well as screenshots of their FAQ and Terms & Conditions, should you require any further evidence.

Thank you for your assistance.

Sincerely,

Julie X.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• Could you please send me a link or a screenshot of the €70 casino bonus you received? Was it a deposit bonus or a free no-deposit bonus?
• What was the balance in your account after you completed the wagering requirements of this bonus? Were your winnings subject to any maximum withdrawal limit or other restriction after you completed the wagering requirements?
• What happened to the real-money balance that was transferred to your account after you completed the wagering requirements? Did you request a withdrawal of these funds, or were they transferred to your balance as part of another bonus?
• Please also contact the casino via email and request your complete gaming history in Excel format, covering the period from the moment you activated the €70 bonus until the moment your balance reached €1,066.55, which you are now trying to withdraw. Once you receive the file, kindly forward it to me at veronika.f@casino.guru.

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

Best regards,

Veronika