Koru Casino - Pelaajan voitot on takavarikoitu.

Removed 1440 from balance based on breach of terms, absolute rubbish initial win was around 1600 no bonus taken..

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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.

• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?
• Has the casino specified which Terms and Conditions you allegedly breached? Please forward me the email you received from the casino after your winnings were confiscated at veronika.f@casino.guru.
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for verification?

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

Deposited 100 several times had a win of around 1500 with no bonus at all.

Had a few wins balance increased to just under 3 k i set it aside used vip spins ladder anyway terms amd conditions breached apparently at the very least the initial win should be paid.

Check my avccount patrick b.

Give me a valid explanation what balance was reduced from 2200 to 750.

Doubt you can apart from baffling me with bulldust

Thank you for your reply.

Please note that at Casino.Guru, we do not have direct access to your casino account. In order to properly investigate your complaint, firstly, we need to collect as much information from you as possible. Once we have a clearer understanding of the situation, we will contact the casino representative to join the resolution process and request an explanation regarding their decision to confiscate your balance.

Therefore, to proceed with the investigation, please forward the communication between you and the casino customer support regarding the alleged breach of the Terms and Conditions, as well as any other relevant evidence, to veronika.f@casino.guru.

I appreciate your time and cooperation.

Hi Veronika.

There is no information to provide.

Basically had a win they said they did my a favour by not taking the entire balance 2200 left me with 750 confiscated 1440 with no valid explanation i have asked them to provide clarifiction as to exactly what happened cant get a valid response in my opionion they just stole it.

I have not received any emails from you yet. Please forward the conversations you had with customer support regarding the confiscation of your winnings to me at veronika.f@casino.guru so that we can gain a deeper understanding of what happened.

Email sent

Would like the review posted of possible going to get nowhere with this outfit.

Thank you for your email. However, it would greatly assist our investigation if you could provide some of the communication you had directly with the casino.

We need to review the casino's position and their explanation regarding why your winnings were reduced. Therefore, please forward any emails you received directly from the casino to me.

If your communication took place through live chat, kindly provide the chat transcripts or screenshots of the conversations instead.

Hi Veronica i have asked several times they cannot provide a valid explanation, my guess is they dont have one ! Have had no communications from finance department only VIP manager said he liased with the powers at b to get me a cashout now a new vip manager is asking me to redoposit and have a new start in essence no actual emails exist to fwd to you. they simply decided they didnt want to pay and removed exactly 1440 from my balance in my opionion totally valid winnings with no bonus active at the time of win...

I.see they must be paying you money to advertise 🙄

Hello Patrick11w34,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Patrick11w34

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, Michal (michal.k@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

Thanks..

Hello Patrick11w34,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Koru Casino to join the conversation.

Dear Koru Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello Michal,

Thank you for taking over this case.

We have provided the relevant information and supporting documentation by email and will await your review.

Please let us know if anything further is required from our side.

Dear Patrick11w34,

I have received information and supporting evidence indicating that the disputed winnings indeed originated from a previously claimed bonus.

I am currently awaiting the casino’s response to clarify the full course of events, which should also help provide you with a better understanding of the matter.

Dear Koru Casino,

Thank you for your email. I have replied and am now awaiting your response.

Ok orginal win no bonus at all..

Hello Patrick11w34 and Michal,

We would like to provide a brief overview of this case to clarify the circumstances behind the balance correction.

First of all, we would like to emphasize that this case does not involve any violation of the Terms and Conditions by the player. The balance was not corrected due to misconduct or any breach of the rules. Instead, the correction resulted solely from the application of the applicable Bonus Terms governing the maximum withdrawal.

The player received winnings originating from the VIP Spins Ladder 50 FS Result bonus in the amount of 21.20 AUD. Under the applicable Bonus Terms, the standard maximum withdrawal for this bonus was 212 AUD (10x the bonus amount).

However, after reviewing the player's activity, a discretionary decision was made to allow the player to withdraw 750 AUD, which significantly exceeded the maximum withdrawal that would normally have applied under the Bonus Terms.

We hope this clarifies how the balance correction was determined. Should any further clarification be required, we will be happy to provide it.

Yes but prior to activating 50 spins my balance was already over 1000 aud.

Throughout the session my balance increased to over 3000 aud 50 spins was taken while balance was around 1400 aud.

Are you saying that if i had 10k in funds and i took a bonus you would take the entire 10k doesnt make sense.

Dear Koru Casino,

Thank you for your response.

Could you please confirm and provide supporting evidence regarding the player’s account balance prior to the activation of the VIP Spins Ladder 50 FS bonus?

As the player has stated that they held real-money funds at that time, I would like to verify whether the balance consisted of genuine real-money funds, or whether it was derived from or connected to an active or previous bonus (either directly or indirectly).

Dear Michal,

The requested information has been provided to you via internal communication for review. We are awaiting your feedback and decision on the matter.

Dear Koru Casino,

Thank you for your email and for providing the evidence. However, it did not include the specific evidence I previously requested.

I have once again specified the evidence I need to review in order to verify the course of events. I would appreciate it if you could provide the requested information at your earliest convenience.

Dear Patrick11w34,

To answer your question, there is a reason why mixing funds can be an important factor in bonus-related disputes.

In general, if a player already has a real-money balance before activating a bonus, those funds should not be affected by the bonus terms, provided they have not been used in connection with the bonus gameplay.

However, many casinos prohibit mixing real-money and bonus funds because it can make it difficult to distinguish which funds were used during bonus play. In some cases, if a player uses an existing real-money balance to complete the bonus wagering requirements after claiming a bonus, the casino may consider this to be a breach of the bonus terms, as the wagering was not completed solely with the bonus funds. Depending on the casino's terms and conditions, this may result in the bonus winnings being voided or capped.

I'm not saying this was your case, as the casino team mentioned the adjustment of the winnings was not due to any rule violation, but solely based on the maximum win limit associated with the specific bonus.

I trust that once I receive the requested evidence from the casino, I will be able to provide more detailed information.

Thanks i understand this. that being said max to confiscate should be the 212 as a result of bonus, i would also like to add it happened very fast like within minutes. 🤔

Thank you for providing all the information and evidence related to this case, Koru Casino.

Dear Patrick11w34,

I have now received your complete game log and reviewed the sequence of events, including when the bonuses were credited, your account balances before claiming the bonuses and after the bonus wagering was completed, and the winnings you accumulated.

Based on the evidence provided, the facts differ from what you previously described. Specifically, before the VIP Spins Ladder 50 FS bonus (AUD 21.20) and the Level 4 FS Result (AUD 3.12) were credited to your account, your non-bonus (real money) balance was only AUD 2.06, rather than, as you stated, that "prior to activating 50 spins my balance was already over 1000 AUD."

This is supported by the recorded total account balance of AUD 26.38 on 2026-05-10 at 11:14:44, which corresponds to the combined value of your real-money balance and the subsequently credited bonus funds.

Based on this evidence, it is quite evident that the winnings in dispute originated from the VIP Spins Ladder 50 FS Result bonus, because even your first bet that you placed at that time was in the amount of AUD 4, which would not be possible if you had used only the remaining real money funds. Consequently, the applicable bonus terms, including the maximum withdrawal limit for winnings derived from bonus play, were fully applicable in this case.

As previously explained by the casino, under the applicable Bonus Terms, the standard maximum withdrawal from this bonus was AUD 212 (10× the bonus amount).

However, after reviewing your gameplay, the casino exercised its discretion and allowed you to withdraw AUD 750, which substantially exceeded the maximum withdrawal that would normally have been permitted under the Bonus Terms. This was purely a gesture of goodwill on the casino's part, as you were not entitled to receive any amount exceeding the maximum withdrawal limit set out in the applicable bonus terms, which you accepted upon registering your account and claiming the bonus.

As an independent entity, I have reviewed all the gathered information and evidence from both sides thoroughly. I have not identified any grounds to consider the casino’s actions in violation of their applicable rules, industry-standard or fair practices.

Please let me know if I can consider this matter sufficiently clarified/resolved or if you need assistance with anything else.

Please fwd me the details provided as i beleive its untrue.. not what happened at all..

Koru is treating me like a fool i can gaurantee i am not..

Casino guru is a paid website dont be prepared to get any help here

Dear Patrick11w34,

While you are certainly entitled to your opinion regarding this situation, this does not necessarily mean that it reflects the correct interpretation of the facts or the outcome supported by the available evidence.

As explained above, I have provided you with the outcome of our investigation in our capacity as an independent dispute mediator, and at this stage, there is little more I can add.

As an independent entity, we have thoroughly reviewed all available information and evidence provided by both parties. Based on this review, we have not identified any grounds to conclude that the casino acted in breach of its applicable rules, industry standards, or fair practices.

On the contrary, the evidence confirms that the casino exercised its discretion by allowing you to withdraw AUD 750, which was significantly higher than the maximum withdrawal amount that would normally have applied under the applicable Bonus Terms.

Consequently, I have no alternative but to close this case as Rejected.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the appropriate authority in your jurisdiction if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the authorities' decision, should you opt for this route at michal.k@casino.guru.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru