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requirements, the remaining funds became another bonus derived from my slot-machine winnings, which could only be withdrawn after completing further wagering requirements.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the wagering requirements of a bonus are satisfied, the bonus amount is transferred to the main balance and may be withdrawn at any time."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

Hello Veronika,

Thank you for your reply. I would like to answer your questions as accurately and honestly as possible.

1. Regarding the €70 bonus

The €70 bonus was credited to me directly by the casino on August 14, 2026 at 08:25, with no deposit required to receive this bonus.

I would like to clarify that earlier that same morning, at 07:18, I had made a €20 deposit with no bonus attached to it. This was a separate transaction. The €70 bonus was subsequently credited separately by the casino at 08:25.

My account history clearly shows the two transactions separately: the €20 deposit at 07:18, followed by the €70 "Casino Bonus" at 08:25.

I am attaching the corresponding screenshot.

2. Regarding the completion of the wagering requirements

I did not receive any specific notification informing me that I had reached 100% of the wagering requirements. I was simply continuing to play.

After placing a €5 bet, I checked my balance. At that point, I noticed that only €65 was available as real money, while €999.55 had been placed into a new "Slot Winnings Bonus" ("Bonus de gain aux machines à sous"), subject to a new x45 wagering requirement.

Therefore, I did not personally see the entire amount become available and withdrawable as real money before this happened.

However, my account history states at 17:11 on August 14, 2026:

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

At exactly 17:11, the same account history also shows the creation of a new €999.55 "Slot Winnings Bonus."

3. Regarding possible restrictions and my prior knowledge of this practice

I would like to be completely transparent about this point.

Customer support had previously explained to me that the casino operated in this way. I was therefore aware that this practice existed, and until now I had relied on the explanations provided by customer support.

However, I had never personally reviewed the Terms and Conditions to verify the specific provision on which this practice was based.

It was only after the current situation involving the €999.55 that I carefully reviewed the Terms and Conditions and the FAQ.

I could not find any provision clearly stating that, after fully completing the wagering requirements of the original bonus, the resulting winnings could automatically be placed into a new bonus, itself subject to a new x45 wagering requirement.

This is precisely the point I am disputing. I am not claiming that I was unaware of the existence of this practice, since customer support had previously told me about it. I would like to determine which provision of the applicable Terms and Conditions allows the casino to impose this new wagering requirement on the winnings.

4. Regarding what happened to the funds

I did not request any withdrawal before this happened.

I also did not request or voluntarily accept having €999.55 placed into a new bonus.

When I checked my account after my €5 bet, I found €65 available as real money and €999.55 placed into this new bonus.

To be completely precise, I cannot state that the entire €1,066.55 was temporarily available as real money before this happened, because I did not personally observe that. I can only describe what I saw in my account and what is recorded in my account history.

5. Regarding my complete gaming history

As requested, I will contact the casino and ask them to provide my complete gaming history in Excel format, covering the period from the activation of the €70 bonus until my balance reached €1,066.55.

As soon as I receive the file, I will forward it to you.

I am also attaching the screenshot of my account history showing the €70 bonus at 08:25, the completion of its wagering requirements at 17:11, and the creation of the new €999.55 bonus at 17:11.

Thank you for your assistance and for reviewing my complaint.

Best regards,

Julie X.

Hello Veronika,

I would also like to keep you informed of a new issue.

As requested, I contacted Ile de Casino to obtain my complete gaming history in Excel format. However, I have still not received a response from the casino or the requested file.

In addition, I am currently unable to access my casino account. I have tried the password reset procedure several times. The website confirms that a new password has been sent to my email address, but I have not received any reset email, including in my spam folder.

I also contacted the casino’s customer support regarding this access issue, but I have not received a response to that request either.

I am not suggesting that these issues are necessarily related to my complaint, but I wanted to inform you because I am currently unable to access my account and, despite following your instructions, I have not been able to obtain the requested Excel gaming history.

I have screenshots and copies of the emails showing these attempts if you need them.

Best regards,

Julie X.

Hello Veronika,

I have just realized that some of the screenshots I posted in my public response contain my personal email address.

Could you please hide or remove these screenshots from the public complaint for privacy reasons?

You may of course keep them privately for the examination of my case.

Thank you.

Dear JulieX973

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, Mirka (miroslava.d@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 JulieX973,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Ile de Casino representative to join this conversation.

Dear Ile de Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

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 JulieX973,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova