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I am filing this formal complaint against the casino due to the unjustified confiscation of my legitimate winnings obtained through a free spins promotion. The casino awarded me a free spins bonus that included a 35x rollover requirement. I played completely regularly, won money, and went through the demanding process of wagering the accumulated balance the 35 times required by the platform to convert the balance into real money. At no point did I use any excluded games (which were not explicitly marked as prohibited on the game interface) nor did I violate any wagering rules. Once I successfully completed the rollover, I proceeded to request a withdrawal of the money I had legally won. However, the casino rejected my payment request and proceeded to remove the entire balance from my account without giving me any explanation or providing a technical reason. Upon reviewing the casino's terms and conditions, I found that they are hiding behind a clause that stipulates that "the casino is permitted to remove the bonus without recourse." I believe that the unilateral and unjustified application of this rule is an abusive practice and a complete lack of transparency towards the player. It is unfair that a user meets the difficult statistical requirements imposed by the casino and then, upon winning fairly, has their money arbitrarily confiscated. My request: I demand that the casino thoroughly review my gaming history, provide a genuine technical justification based on facts (and not on an ambiguous unilateral cancellation clause), or, failing that, proceed to refund the funds I won in accordance with their own terms. I have attached the relevant evidence regarding the case and the reason my account was blocked. I await Casino Guru's mediation. Thank you very much.

Presento esta queja formal en contra del casino debido a la confiscación injustificada de mis ganancias legítimas obtenidas a través de una promoción de giros gratis. ​El casino me otorgó un bono de tiros gratis que incluía una condición de rollover de 35X. Jugué de manera completamente regular, obtuve ganancias y pasé por el exigente proceso de apostar el saldo acumulado las 35 veces requeridas por la plataforma para convertir el balance en dinero real. En ningún momento utilicé juegos excluidos (los cuales tampoco estaban señalados explícitamente como prohibidos en la interfaz del juego) ni infringí ninguna norma de apuestas. ​Una vez completado con éxito el rollover, procedí a solicitar el retiro del dinero que legalmente había liberado. Sin embargo, el casino rechazó mi solicitud de pago y procedió a quitarme todo el saldo de mi cuenta sin darme ninguna explicación ni desglosar un motivo técnico. ​Al revisar los términos del casino, me encuentro con que se escudan en una cláusula que estipula que "el casino está permitido a quitar el bono sin derecho a reclamo". Considero que la aplicación unilateral y sin justificación de esta regla es una práctica abusiva y una falta total de transparencia con el jugador. No es justo que un usuario cumpla con los difíciles requisitos estadísticos que impone la casa y, al momento de ganar limpiamente, se le confisque el dinero de forma arbitraria. ​Lo que solicito: Exijo que el casino revise detalladamente mi historial de juego, proporcione una justificación técnica real basada en hechos (y no en una cláusula ambigua de cancelación unilateral) o, en su defecto, que proceda a la restitución de los fondos que gané cumpliendo sus propios términos. ​Adjunto las pruebas correspondientes del caso y que me bloquearon mi cuenta, Quedo atento a la mediación de Casino Guru. ​Muchas gracias.

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Dear KamminFlores87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please post a screenshot or provide the link to the bonus used?
• Could you please share with me your communication with the casino regarding the confiscation of winnings and blocking of account? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear KamminFlores87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru