Sushi Casino - Pelaajan voitot on takavarikoitu.

Hi, I won free spins from the Sunday mystery bonus box at Sushi Casino, which after wagering I won 3,170 EUR. The casino only paid me 30€ for that amount, citing that the maximum withdrawal limit for free spins is 30€. Later I realized that I had to go ask customer service about it and two different agents there told me that there is no withdrawal limit on winnings in the Sunday mystery bonus box, but as soon as they found out that I had been frankly robbed of winnings worth 3,170 EUR, they changed their minds and claimed that the maximum withdrawal limit is 30€. That casino now owes me 3,170 EUR because there is actually no withdrawal limit for the Sunday mystery bonus box, so could casinoguru please help me get the money that is mine? Thanks in advance.

Hei, voitin sushikasinolta sunnuntai mysteeri bonus laatikosta ilmaiskierroksia joilla kierrätyksen jälkeen voitin 3,170 EUR. Kasino maksoi minulle vain 30€ tuosta summasta vedoten siihen että ylin nosto raja ilmaiskierroksilla on 30€. Myöhemmin tajusin mennä kysymään asiasta asiakaspalvelusta ja siellä kaksi eri agenttia sanoi minulle että sunnuntai mysteeri bonus laatikossa ei ole mitään nosto rajaa voitoilla mutta heti kun heille selvisi että minulta on suoraan sanottuna varastettu voittoja 3,170 EUR edestä niin he muuttivat mieltänsä ja väittivät että se ylin nosto raja on 30€. Tuo kyseinen kasino on minulle nyt velkaa 3,170 EUR koska sunnuntai mysteeri bonus laatikossa ei oikeasti ole mitään nosto rajaa niin voisiko casinoguru kiitos auttaa minua saamaan minulle kuuluvat rahat? Kiitos jo etukäteen.

Dear Jarski88,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms and Conditions, and this is what I found:

23.19. The maximum withdrawal amount generated by winnings from non-deposit free spins, loyalty free spins and non-deposit bonuses is €30 (or currency equivalent).

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider win limits to be unfair and predatory only when they are applied to real-money play. However, we accept bonus terms that place a cap on the amount that can be withdrawn from bonus winnings.

After reviewing your communication with the casino’s customer support, it seems there may have been a misunderstanding related to terminology. Some casinos distinguish between maximum win and maximum withdrawal. This means your winnings may not be limited while playing, but the amount you are allowed to withdraw could still be capped when you request a payout.

Additionally, please keep in mind that casino customer support is often outsourced, and the information provided by agents may not always fully reflect the terms listed on the website. In such cases, the official terms and conditions always take precedence.

If you have any further information that could support your case, please feel free to share it. Otherwise, I will have to reject your complaint based on the current findings.

Thank you for your understanding.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Yes, but you can't get those Sunday mystery boxes without a deposit.

Niin mutta noita sunnuntai mysteeri laatikoita ei voi saada ilman talletusta.

I have reviewed the Terms and Conditions of the bonus, and it appears that this is not a standard deposit bonus. To receive the mystery box reward, players must complete several steps: make a deposit during the week, log in to Sushi Casino early on Sunday, and be among the first 100 participants to claim a prize.

The bonus amount is randomly determined, and the prizes vary — they can range from 25 free spins to €100. Free spins are just one of the possible outcomes. Since this reward is not directly linked to the deposit itself but is rather a promotional prize, the maximum win rule for free spins mentioned in the Terms and Conditions still applies.

Therefore, the casino capped your winnings in line with the General Terms and Conditions. Unfortunately, we are unable to assist you any further in this case.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

Casino.Guru Team