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Koru Casino Refused to Pay €2,200

On 22 July 2026, I registered with Koru Casino and made a deposit of €30.26. I received a 100% first-deposit bonus with a wagering requirement of x50. According to the bonus terms, the maximum winnings were limited to x10 the amount of the bonus.

I fully completed the bonus wagering requirements. After the wagering requirement was completed, my balance was €200. I immediately submitted a withdrawal request for these €200.

The casino cancelled my withdrawal and requested a photograph of my passport and proof of address. I provided the requested documents and submitted another withdrawal request for €200.

The casino cancelled the withdrawal again and requested a selfie of me holding my passport.

After the bonus wagering requirements had been fully completed, I continued playing with the €200 that was already available in my real-money balance. During the subsequent gameplay, my balance increased to approximately €2,500.

Therefore, all subsequent winnings were generated through real-money gameplay after the bonus wagering requirements had been fully completed.

I then attempted to withdraw my funds and provided every document requested by the casino, including:

— a photograph of my passport;

— proof of residential address;

— a selfie holding my passport;

— a screenshot from my cryptocurrency exchange showing the transaction used to deposit funds into the casino;

— a screenshot of my cryptocurrency exchange verification page showing my personal details;

— a complete statement of all transactions from my cryptocurrency exchange for July 2026.

Each time I submitted a requested document, the casino cancelled my withdrawal and requested another document. The verification process continued for several days.

After I had provided all the requested documents, the casino sent me the following email:

"We are contacting you to inform you that your winnings exceeded the maximum bonus withdrawal limit. Therefore, the balance has been adjusted in accordance with our Bonus Terms & Conditions to ensure compliance with these terms and to maintain a fair gaming environment for all players."

The casino then removed the majority of my balance and paid me only €330.

The total amount that Koru Casino refused to pay is €2,200.

I dispute the casino’s decision. A maximum bonus winnings limit should not be applied to subsequent winnings generated after the wagering requirements were fully completed and using funds from the real-money balance.

My account history should confirm:

1. the exact moment when the bonus wagering requirements were completed;
2. that €200 was available in my real-money balance after the bonus was completed;
3. my initial withdrawal request for €200;
4. the subsequent gameplay after the bonus had ended;
5. that the majority of the winnings were generated using real-money funds.

I have already sent a formal complaint directly to Koru Casino and demanded the restoration of the confiscated funds. However, the casino has not provided a substantive response and has not explained why the bonus restriction was applied to winnings generated after the bonus had ended.

I respectfully ask Casino Guru to investigate this case and require Koru Casino to:

- provide the complete history of my real-money and bonus balances;

- confirm the exact moment when the bonus wagering requirements were completed;

- explain the contractual basis for applying the bonus winnings limit to subsequent real-money gameplay;

- return the wrongfully confiscated €2,200;

- process the withdrawal of these funds.

I am ready to provide all supporting evidence upon request, including screenshots of my balance, withdrawal history, correspondence with the casino, emails, deposit confirmation, verification documents and records from my cryptocurrency exchange.

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Hello,

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

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

• Has the casino informed you at any point that the bonus terms and conditions persist after the wagering of the bonus is complete?
• Has your balance appeared as real money? Was there any distinction between real and bonus balances visible on your account?
• Could you please confirm the verification was successfully completed?
• Have you withdrawn the amount the casino left on your player's balance already?
• Could you please share with me your communication with the casino regarding the reduction of your winnings or any other supporting evidence? 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