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Complaint – Retroactive application of bonus terms (10x max cashout rule)

I would like to file a complaint regarding the practices of [casino name].

I played at this casino and used a deposit bonus at a time when I was not aware of any rule stating that a 10x maximum cashout limit applies to all deposit bonuses. Based on my understanding, this rule was added to the casino’s Terms and Conditions only after I had already played and accepted the bonus.

I find this highly problematic, as players should only be bound by the terms that were in effect at the time of accepting the bonus. Any terms added or modified after that point should not be applied retroactively.

I contacted the casino’s support team via email and asked them to clarify:

When exactly the 10x max cashout rule was introduced

Whether this rule was already in effect at the time I used the bonus

However, after raising this question, the casino has stopped responding to my emails.

At the end of the wagering process, my balance was €2,304. However, this amount was automatically reduced to €1,600 due to the alleged 10x max cashout rule. The casino has already paid €1,600 to my account, leaving €704 unpaid from my total winnings.

I kindly ask Casino Guru to investigate this matter and determine:

Whether this rule was added after I had already played

Whether the casino is allowed to apply such a rule retroactively

Whether this practice complies with fair gaming standards

I believe it is essential that players are treated transparently and that any changes to terms are clearly communicated before they take effect.

Kind regards

J. K.

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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.

Could you please send me a screenshot of the bonus you activated and played with, or a link to it?

When exactly did you activate the deposit bonus related to your complaint?

Do you have any screenshots, videos, records of the Bonus Terms and Conditions or General Terms and Conditions, or any other evidence confirming that the maximum winnings from your deposit bonus were unlimited at the time you accepted it? If so, please forward the evidence to me at veronika.f@casino.guru.

Have you played with any other bonuses at this casino before? If so, were your winnings subject to any maximum cash-out limits at that time?

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

Dear jerb808,

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.

Hi, i have sent an email to the address veronika.f@casino.guru / I will add the message here too (the screenshots are attached at the email:

Hello Veronika,

Thank you for your response and for looking into my case.

I will answer your questions below:

I activated the deposit bonus on 31.05.2026 at 20:42.

Although I do not have a screenshot of the exact bonus page from the moment of activation, I am attaching supporting evidence related to this case.

I have attached screenshots from the casino’s bonus history, which clearly show that my balance reached €2,304 after completing the wagering requirements. This amount was then reduced to €1,600 due to the 10x max cashout rule, meaning €704 was deducted from my winnings.

Additionally, I have attached a screenshot of the casino’s Terms and Conditions dated 19.05.2026. In this version of the terms, the 10x max cashout rule is not present. This strongly suggests that the rule was added after this date, and potentially after I had already started playing or before it was properly communicated to players.

Furthermore, although the 10x max cashout information did appear in the bonus details, it was only visible after I had already made the deposit and activated the bonus. Therefore, I was not properly informed about this limitation before committing my funds.

I have made six previous deposits at this casino, and based on my experience, such a restriction was either not in place before or not clearly presented in a transparent way.

I also contacted the casino support to ask when this rule was introduced. However, after I raised this question, they stopped responding to me completely.

I kindly ask you to investigate whether this rule was added after 19.05.2026, and whether it is fair or acceptable to enforce such a limitation if it was not clearly visible before the deposit was made.

Please let me know if there is anything else I can provide to assist with the investigation.

Thank you for your help.

Kind regards

J. K.

Dear jerb808,

Thank you for your email and for providing the additional information.

After reviewing the evidence you submitted, I must point out that the screenshot of the Terms and Conditions does not contain any indication of when that particular version was in effect. Therefore, we are unable to verify whether the 10x maximum cashout rule was or was not included in the Terms and Conditions on 31.05.2026, when you activated the bonus.

More importantly, as you confirmed yourself, the bonus details in your profile clearly stated that the maximum cashout from the bonus was limited to 10x the bonus amount. Since this information was available within the bonus before you started playing with it, we consider it to have been part of the bonus conditions you accepted. If you did not agree with this limitation, the appropriate course of action would have been to cancel the bonus before wagering with it.

I would also like to emphasize that, according to our Fair Gambling Codex, we consider imposed win limits to be unfair and predatory only when they are applied to real-money play. However, we do accept bonus Terms and Conditions that limit the maximum cashout from bonus winnings, as these are common bonus restrictions accepted throughout the industry.

As we currently do not have sufficient evidence to conclude that the casino applied the rule retroactively or acted unfairly in this case, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Veronika