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• I had an account balance of approximately $2,000 AUD of my own deposited funds before activating a fixed-value bonus.

• I accepted a $20 AUD fixed-value bonus with a 12.5x wagering requirement, requiring approximately $250 AUD in wagering.

• The bonus was activated at approximately 11:21 AM and was fully wagered and completed by approximately 11:44 AM, after which the bonus was no longer active.

• During the bonus wagering period, I purchased a feature, which caused me to exceed the maximum bet limit applicable while a bonus is active. I acknowledge that this may justify the confiscation of bonus winnings only, as per clause 2.2.

Important distinction:

• After the wagering requirement was completed and the bonus ended, I continued playing exclusively with my own funds, not bonus funds.

• I subsequently won approximately $14,300 AUD using real money, after the bonus was no longer active.

• No bonus funds were active or in use at the time these winnings were generated.

Casino action in dispute:

The casino claims that the $14,300 was derived from the $250 bonus wagering balance.

This is factually incorrect, as:

• I already had $2,000 AUD of my own funds in my balance prior to the bonus.

• The bonus wagering was completed earlier and the bonus had ended before the winning session occurred.

• Clause 2.2 explicitly states that breaching the maximum bet rule results in confiscation of bonus winnings, not real-money winnings obtained after the bonus has ended.

Relevant Terms:

• Clause 2.2 limits penalties to bonus winnings only.

• Clauses 7.6–7.8 apply only where there is intentional bonus exploitation, which did not occur.

• Clause 1.13 confirms that bonuses are canceled separately from other real-money balances.

I am requesting:

• Full payment of my real-money winnings ($14,300 AUD)

• Acceptance of forfeiture of any bonus-related winnings if deemed necessary

I am not disputing the casino’s right to cancel the bonus.

I am disputing the confiscation of real-money winnings earned after the bonus was completed.

I am happy to provide:

• Game history

• Timestamps

• Video evidence showing the bonus balance being lost and play continuing with real funds

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Browny16,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding your winnings being confiscated, especially considering your explanation about the bonus being completed prior to the winning session.

To better understand the situation and verify the timeline, could you please clarify or provide the following details?

• Were any funds marked as "bonus balance" at any point during the session in which you won the $14,300 AUD?
• Have the casino representatives specifically confirmed in writing that the winnings were confiscated due to exceeding the maximum bet rule, or did they list any additional reasons?

You already provided some screenshots, which is helpful — thank you. To proceed, could you also share the full game history and transaction history that covers:

• The deposits and balance before activating the bonus
• The entire bonus wagering period
• The session/wins after the bonus ended

If the casino offers a downloadable history file or activity log, please send that too. You can forward any files or screenshots to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your response and for reviewing my complaints. I have forwarded the Game history and timestamps to the listed email.

kind regards

Jack B*******

Hi Browny16,

Thank you very much for forwarding your detailed game history and timestamps — I confirm that I have received them via email, and they will be very helpful for our review.

Before we proceed further, I would like to clarify one more important detail regarding the moment when the bonus ended:

• After completing the wagering requirement on the $20 fixed-value bonus, did you lose the entire remaining balance that originated from this bonus, or did the casino confiscate the remaining bonus-related funds?
• Once the bonus balance was gone, did you continue to play directly from your existing real-money balance of approximately $2,000 AUD, or did you make any additional deposits at that point before the winning session took place?

Thank you in advance for your reply.

Hi,

Thank you for your message and for the opportunity to clarify.

To address your questions:

• After completing the wagering requirement on the $20 fixed-value bonus, the remaining balance associated with the bonus was lost through gameplay and the bonus balance was fully exhausted. At that point, the bonus was no longer active.

• After the bonus funds were gone, I had an existing real-money balance of approximately $2,000 AUD. I initially requested a withdrawal of this balance; however, the withdrawal was declined / cancelled, and the funds were returned to my account. I then continued playing using this same existing real-money balance. No additional deposits were made before the winning session took place. You should be able to see this in the gameplay history where it states balance.

All wagering and winnings that occurred after the bonus balance was exhausted were therefore made using my own real funds.

Please let me know if you require any further information.

Kind regards,

Jack

Dear Browny16,

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, Kubo (jakub.m@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.

Wishing you a Happy New Year and all the best ahead! 🎉✨

Thank you very much for the update and for guiding me through the process so far. I appreciate the time and effort you’ve taken to review my complaint.

I understand that my case will now be handled by the assigned Resolver, and I’ll remain available should any further information be required from me.

Thanks again for your assistance, and I wish you a Happy New Year as well.

Kind regards,

Jack

Dear Browny16,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Slot Mafia Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Slot Mafia Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello,

Thank you for bringing this matter to our attention and for your patience while we reviewed the case once again.

After a thorough re-check, we can confirm that the confiscation in question was applied in error. The issue has now been fully resolved, and the previously confiscated funds have been returned to the player’s balance.

We appreciate your understanding and apologize for any inconvenience this may have caused. Should there be any further questions or clarifications needed, we remain available.

Thank you for confirming the issue was resolved and for returning the funds.

Given that the balance was unavailable to me for over a month due to an error, I’d like to kindly request whether the full amount can be paid out to my bank account without weekly withdrawal limits, or otherwise prioritised for immediate withdrawal. I would greatly appreciate your assistance in closing this matter fully.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Browny16,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo