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Dear Casino Guru Team,

I am submitting a formal complaint regarding the deduction of my balance after completing the wagering requirements of a VIP bonus offer.

Facts:

• Deposit: €250

• Bonus: €75

• Wagering completed

• Total balance after wagering: 701€

• Balance combined with Real Money activity in Casino and Sports Betting: 1539€

Withdrawal request: 1539€

• Balance reduced to: €750

The deduction was justified by referring to the general "10x bonus amount" rule.

However, this justification is incorrect for the following reasons:

1️⃣ Specific Bonus Terms Override General Policy

The VIP offer clearly stated:

Maximum Cashout: €1,000

There was no indication within the specific offer terms that a separate 10x cap would override this stated maximum cashout.

A specific promotional offer with its own conditions cannot logically be replaced by a general bonus policy after completion.

If the maximum cashout is €1,000, then applying a €750 cap contradicts the explicitly advertised terms.

2️⃣ Real Money Winnings After Wagering Completion

After the wagering requirement was completed:

• The remaining balance was generated through both sports betting and casino play

• These bets were placed with real money (not bonus funds)

• The bonus was already fully converted

Therefore, the remaining balance cannot be treated entirely as "bonus winnings".

Applying the 10x rule to real-money profits made after the wagering was completed is unjustified.

3️⃣ Incorrect Application of the 10x Rule

Even if the 10x rule were applied:

10 × €75 = €750

But the specific offer clearly states a €1,000 maximum cashout.

The existence of a clearly stated maximum cashout contradicts the application of the general 10x clause.

Requested Resolution

I request:

• A detailed calculation breakdown of how €750 was determined

• Clarification why the €1,000 stated maximum cashout was ignored

• Adjustment of my withdrawal according to the advertised €1,000 cap

If this issue cannot be resolved internally, I will escalate it to the relevant licensing authority and dispute mediation service.

Kind regards,

Leon

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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 rules associated with the VIP bonus you activated and played with?
• What games did you play while the bonus was active?
• What was your account balance after you completed the wagering requirements? Were your winnings capped immediately after finishing the wagering?
• In your account, are the bonus balance and real-money balance displayed separately? If so, were your winnings transferred to your real-money balance immediately after completing the wagering requirements?

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

Hello,

Thank you for your reply.

I have attached a screenshot of the VIP bonus I activated. As clearly shown in the screenshot, the maximum cashout stated in the specific bonus rules is €1,000. There is no indication in this bonus description that the maximum withdrawal would be limited to 10x the bonus amount (€750). The bonus had its own clearly defined maximum cashout condition.

Regarding the games I played while the bonus was active:

I mainly played slots, especially titles from providers such as (e.g. AvatarUX – Kitty Pop, and a few additional slot games. In addition, I also placed sports bets during this period. The sports bets were placed exclusively with real money.

Regarding the balance structure:

In my account, bonus balance and real-money balance are displayed separately and clearly distinguished. At all times, it was visible how much was bonus money and how much was real money.

After completing the wagering requirements, my balance was approximately €701. At that moment, the bonus was fully converted and transferred to my real-money balance.

Afterwards:

I received cashback, which is independent of the bonus and comes without wagering requirements. Cashback is credited as real money.

A previously placed sports bet was settled. That bet was placed with real money and was not connected to the bonus in any way.

After the sports bet was settled and cashback was credited, my total balance increased to €1,539.

Important clarification:

The €701 represents the amount converted after wagering. Even if the 10x rule were applied (which I dispute because the bonus stated a €1,000 max cashout), I was clearly below both €750 and €1,000 at the moment of conversion.

The additional funds (cashback + sports betting winnings) were generated exclusively with real money and independently from the bonus.

Therefore:

The casino not only misapplied the maximum cashout rule,

but also confiscated legitimate real-money winnings that were unrelated to the bonus.

Additionally, this VIP bonus was offered to me via email. I deposited first, and the bonus was added to my account separately and could be activated at my discretion. It was not automatically tied to the deposit in a way that merged funds. This further supports that bonus funds and real funds were independent.

When trying to clarify this directly with the casino, communication has been extremely difficult. The live chat support either provides generic answers ("this decision has been made") or does not respond meaningfully. Emails have not been properly addressed. I was even placed back into queue multiple times without resolution.

From my perspective, the casino:

Incorrectly applied a general bonus policy instead of the specific VIP bonus conditions.

Confiscated real-money winnings that were not related to the bonus.

Failed to provide transparent communication.

I appreciate your assistance in reviewing this matter carefully.

Kind regards,

Leon

After the administration's decision was final, the VIP manager somehow saved me.

Nevertheless, it should be kept in mind that the terms and conditions appear to be applied unfairly at first.

Nachdem die Entscheidung von der Administration Final war, hat der VIP Manager mich irgendwie gerettet.

Nichtsdestotrotz sollte das im Hinterkopf behalten werden, dass anscheinend die AGB unfair angewendet werden erstmal.

Thank you for the detailed description of your problem. Could you please specify in more detail your last message? Has the VIP manager resolved your situation in the meantime, or should we continue with the investigation? Please let me know.

Dear LeonLes27,

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.

Yes, after multiple attempts the VIP Manager has solved my case!

Thank you!

Dear LeonLes27,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru