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I have been a VIP member of the casino for some time, completed the KYC verification process, and have not encountered any issues with the casino before.

On May 25, 2026, I received a VIP Cashback bonus based on my net losses from the previous week. Using this Cashback bonus, I won €6,000 while playing Gemix. After completing the wagering requirements, I attempted to withdraw a total of €5,500.

The casino paid me only €2,000 and removed the remaining €3,500, claiming that the Cashback bonus had a maximum win limit of €2,000.

Since then, for approximately two weeks, I have repeatedly requested the following from the casino:

1. Proof that this specific term was available to me before I started playing, such as a screenshot, document, or email clearly stating the €2,000 maximum win limit.

2. The return of the removed €3,500.

3. An explanation as to why the bonus balance did not automatically reduce from €6,000 to €2,000 when the wagering requirements were completed, as would normally happen if a maximum win limit applied.

The casino has consistently avoided answering my questions. Initially, I was told to wait until June 8, 2026, because my VIP manager, Armando, was on vacation. After that date, I sent another email reminding them about the dispute, but I have still not received any response.

The casino has been unable to provide any evidence of this alleged term. On the other hand, I have retained all promotional emails related to the bonus, and none of them mention any maximum win limit. The bonus terms and the promotion page also contained no reference to such a restriction.

In addition, I have a video recording showing the moment the bonus funds were converted into real cash after wagering was completed. The balance was not automatically reduced at that stage, which would normally occur if a maximum win limit existed.

I am frustrated that I have to fight for my money because I am always very careful about reading and following bonus terms and conditions. Whenever this casino applies maximum win limits to bonuses, those limits are usually clearly displayed in promotional emails and on the promotion page. In this case, there was no mention of any maximum win limit anywhere that was accessible to me.

I feel that the casino is avoiding my questions because they know they cannot provide evidence that this term was properly disclosed before I played the bonus.

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Dear JanicaP,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and to assist you in resolving the issue with the casino, could you please provide more details by answering the following questions?

• Could you provide a screenshot of the bonus offer (or a link) that you received?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

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. Thank you in advance for your reply.

Best regards,

Jean

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

Dear JanicaP,

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,

Jean