The player from Brazil struggled with withdrawing his winnings from a casino. Despite meeting all the rollover requirements and having funds available for withdrawal displayed in his account, the casino restricted him to only withdraw a limited amount. After reviewing the case, we determined that the player's 5 BRL deposit was mixed with his bonus balance, causing confusion and "mixed funds". The casino's terms stated that only 25 BRL could be withdrawn from the bonus, which the player successfully withdrew. The remaining balance was deleted according to the bonus rules, while the casino returned his 5 BRL (later lost). The complaint was closed as unjustified based on the provided details and evidence.
Onwin365 Casino - Player's withdrawal is restricted.
Amount: 285 R$
Onwin365 Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
Onwin365 Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
Public
Public
7 months ago
Translation
I won bonus rounds and met all the rollover requirements... I had 10 reais left in bonus...
I ended up with 232 reais
Then, I deposited 5 reais and continued playing, ending up with 285 reais
The casino is saying that I can only withdraw 25, and all the money will be removed
My account shows that I have 0 in bonus and 285 available for withdrawal
Nevertheless, even after depositing 5 reais and winning 50, the casino won't let me withdraw even those 50
Automatic translation:
Public
Public
7 months ago
Dear Jackanrick,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawals from the online casino.
To help us better understand and address your situation, could you please provide some additional information?
- Could you specify the exact date and time when you met the rollover requirements and had 232 reais?
- Have you received any emails or communication from the casino regarding the withdrawal limit or any other related issues? If so, could you forward any relevant communication along with your game history to petronela.k@casino.guru?
- Which exact bonus did you redeem and play?
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
Sensitive attachment
Sensitive attachment
7 months ago
Translation
On 2024-05-29 01:17:41 I spun one of the fortunes and won 50 reais. In my account my bonus balance became 0 and it appeared that I had 227.22 available balance
I tried to withdraw and the casino said I couldn't, that this was a bonus and I had to make 250 to withdraw 25.
I continued chatting with them saying it was a bonus and them repeating the same message until I gave up.
So on 2024-05-29 01:40:10 I deposited 5 reais to play with my own money, with the 5 deposit
I spun 3x 50 cents and won 30 2024-05-29 01:43:38
I continued playing and had several wins
The most expressive of 20 2024-05-29 01:50:26 and 56 2024-05-29 10:18:39
Now I have a balance of 336.85, and the casino won't let me withdraw the 110 I won with my 5 because it says it's all a bonus, that I have to withdraw 25 reais and the rest will disappear
In the attached image is the conversation that talks about the 25
Automatic translation:
Public
Public
6 months ago
Hi Jackanrick,
I require your game history in a format other than forwarded screenshots. I suggest requesting the complete game history directly from the casino. As you can imagine, if we were to receive game histories from all our users in screenshot form, it would consume significant time arranging the screenshots in chronological order.
Thank you for your understanding.
Public
Public
6 months ago
Translation
Hello,
The casino did not provide me with the history in any other way
Automatic translation:
Public
Public
6 months ago
Hi Jackanrick,
Could you please confirm if this is the exact bonus you redeemed? According to the terms and conditions, the maximum cashout is R$50.
Our users who receive this test bonus will be able to withdraw no minimum R$25 and no maximum R$50.
Thank you.
Public
Public
6 months ago
Translation
Hello Petronela
Yes, but my complaint is that I deposited 5 reais to play at the casino, without bonus, and my money got mixed with the bonus
After depositing and playing, the casino's claim was that it was all a bonus, and I won 110 reais with the 5, they only allowed me to withdraw 25 claiming that the total amount was a bonus
Automatic translation:
Public
Public
6 months ago
Thank you very much, Jackanrick, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
6 months ago
Hello, Jackanrick,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.
Dear Onwin365 Casino team,
Could you please explain the player's situation in more detail?
Is the casino able to substantiate its claims and decision to confiscate the user's winnings with relevant evidence? It would help if you could provide us with the game logs from the complainant's casino account, with all the important data.
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Public
Public
6 months ago
Translation
Hello Jackanrick
We deeply regret any confusion generated on our website, please let us clarify what happened. When using our promocode and depositing the amount of R$5 to activate and the balance was R$5. After that, we saw that during your bets you lost the value and used a new promo code, and one of the rules necessary to cover it was to reach a value greater than 250 reais to make the withdrawal, but before reaching this value, you ended up losing.
We understand how this can be confusingly interpreted and would like to apologize for any misunderstandings. Our goal is to provide a transparent and enjoyable gaming experience for all of our users, and transparency is paramount in all of our communications.
If you have any questions or require additional clarification about our promotions or any other aspects of our services, our customer support team is on hand to assist you. You can contact us via our live chat at: https://www.onwin365.com/sportsbook/prelive/day
We hope this explanation has clarified the situation, and we apologize again for any confusion. We are here to help you with whatever you need.
Yours sincerely,
ONWIN365
Automatic translation:
Public
Public
6 months ago
Translation
This is not true.
Could you please show this in my game history?
I had a balance of more than 100 reais in bonus balance and I deposited 5 to bet real balance, in 3 spins of 50 cents I already won 50 in the fortune game
Then I continued, 3 when I added 100 in profit I tried to withdraw you said it was all bonus
When I complained, they gave me back my 5 reais, and only
Automatic translation:
Public
Public
6 months ago
Translation
Hi jackanrick
First, I will reinforce with you the rules of this bonus.
To make a single withdrawal of R$25.00 it is necessary to earn R$250, after which the entire balance will be deleted.
Before you made the deposit of R$5 reais, the balance on the panel was R$227.22
After depositing R$5 reais you ended up with the amount of R$232.22
you continue playing, but you didn't make any winnings with the R$5.00 you deposited, the winnings that are on your panel all refer to the bonus. Therefore, you were unable to make the withdrawal you requested of R$ 285.00 on 05/29
After that, he tried again to withdraw R$340.00
And as stated in the bonus rule, you can only withdraw R$25.00 in which you made the withdrawal, withdrew the amount of 25 reais and the remainder was reported as stated in the rules.
Yours sincerely,
Onwin365 team.
Automatic translation:
Public
Public
6 months ago
Translation
So do you mean to say that my 5 reais deposited became a bonus? Does not make sense.
After telling me that the bonus worked this way, I deposited 5 reais to play
How do you separate what is a balance and what is a bonus?
If I were to play with bonuses, I wouldn't need to deposit money, right?
Automatic translation:
Public
Public
6 months ago
Translation
The amount you deposited of 5 reais did not become a bonus, but added to the amount you earned through the bonus.
And as you had made 232.22 reais with the bonus, you could only withdraw the amount of R$25 reais when you reached 250 reais
The amount you deposited only helped to top up your balance up to the minimum amount needed to make the withdrawal.
But as stated in the bonus rules, you would only be able to withdraw R$25.00 as you withdraw and after that the rest would be deleted.
Automatic translation:
Public
Public
6 months ago
Thank you both for your replies and additional information.
Dear jackanrick,
Do I understand correctly that you successfully withdrew R$25.00?
Public
Public
5 months ago
Dear Jackanrick,
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.
Public
Public
5 months ago
Translation
Good afternoon
Yes, after the casino's response saying that I would have to withdraw 25 to deactivate the bonus, I withdrew
The rule was if I made 250 with the bonus I would withdraw 25
After withdrawing, all the remaining 338 disappeared from the account, and not just the 250 as they said
Automatic translation:
Public
Public
5 months ago
Translation
Hello Jackanrick
We are sorry if the rules have caused any confusion, we always try to make them as clear as possible to our customers.
But as stated in our terms and rules, after withdrawing R$25, no deposit will be required. The remaining balance will be automatically deleted.
Link to access rules and terms of use : https://www.onwin.com.br/bonuses/trial-bonus-10-brl
Yours sincerely,
ONWIN365
Automatic translation:
Sensitive attachment
Sensitive attachment
5 months ago
Thank you both for your replies.
Dear Jackanrick,
A few questions arose...
If it is clear you have to reach a balance of 250 BRL to be able to withdraw the maximum of 25 BRL from a no-deposit bonus, without a need to make any real money deposit, what was the reason you made the deposit at all?
Do I understand correctly that after you won 50 BRL, you tried to add your real money balance to those winnings to "turn all the bonus winnings into real money withdrawable balance"?
If you wanted to withdraw the maximum cashout from the bonus, you could have simply continued playing until reaching the 250 BRL balance and requested a withdrawal, and, if you wanted to play for real money, it was necessary to ask the casino for cancellation of the bonus and make a deposit.
In addition, looking at one of your screenshots (see below), at least one of the 50 BRL of your winnings (that you claimed they were won from your real money balance of 5 BRL) was won earlier than you made the real money deposit - since we can see that the balance was 227.22 BRL at the time the bet was made = at the time there was no real money in your account... To be honest, now I am really not sure what this all is about.
Public
Public
5 months ago
Translation
Hello Branislav
When I requested the first withdrawal my balance was 227.22.
The support said I couldn't withdraw anything as I needed 250 to withdraw 25.
I tried to reach 250 and it wasn't possible
That's when I thought it was better to bet with real money, since I was in luck, if I won more I would withdraw all the money, whereas if I won with a bonus I could only withdraw 25
Every betting house has a separation of real balance and bonus, and when depositing money I could play with my real money and not bonuses
I deposited 5 reais to bet real money, and I kept betting and winning until when I went to withdraw I noticed that everything was as a bonus, and I could only withdraw 25 reais.
The complaint is this
Even my money, and winnings related to my money, are being treated by the casino as a bonus
Automatic translation:
Public
Public
5 months ago
Alright, Jackanrick. Thank you for the clarification.
Dear Onwin365 Team,
Can you please provide me with the user's game logs (and bonus/transactions history if it is not clearly visible in game logs)?
Can you also provide me with the information on how it works when a player makes a real money deposit on top of a bonus balance?
Why is it allowed and how are the bonus and real money balance separated? Is it like in other online casinos, that players play with a real money balance, and they are allowed to play with a bonus balance only after losing a real money balance?
Feel free to use my email (branislav.b@casino.guru).
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Hello
What happens next, as the customer requested the bonus and was playing with the bonus, and before completing the rollover he made a deposit of 5 reais, the money was automatically placed along with the bonus. If he wanted to use only the money he deposited, without using the bonus, he would have to request the deletion of the bonus, but this would result in the deletion of the balance he made using the bonus.
So, it is not possible to separate the real money from the bonus money, since he started using the bonus first. All this information and doubts are also clarified in our live support, where we provide all necessary assistance.
Follows the user history.
Edited
Automatic translation:
Public
Public
5 months ago
Dear Onwin365 Team,
Thank you for your email and further information.
However, what exactly should your screenshots prove? I can see there is a maximum balance of something around 7 BRL, and some bets made significant time after the 5 BRL deposit should have been made, and after all important events happened. The casino has not even provided the information or proof of when exactly the deposit was made...
As a reaction to the email I received from a casino representative today - what is all the history you allegedly already shown to us, please? Can you show me where/when exactly you shared all the necessary history with us, confirming all your claims?
Thank you very much for your opinion, but the case is basically extended (not a little but significantly extended) due to insufficient evidence, which I requested from the casino a month ago. Until now, I was not provided with relevant details/data/evidence to fully review the case and all the important events on our side.
So, since it is not possible to see all the details we would need to review in your screenshots, again - can you please provide me with the user's game logs (and bonus/transactions history if it is not clearly visible in game logs)? If it was not completely clear until now, I meant it like the complete game logs and bonus/transaction history.
Once it is provided, I will be glad to explain it to the player and close/reject the case. If I overlooked something, of course, feel free to correct me.
Thank you for understanding. Looking forward to hearing from you.
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Hello CasinoGuru
Below is a file with all the customer's history in games and also deposits and use of bonuses.
Below are the attached photos, the video made of the panel and the file I could not attach here, I will send it to your email ( branislav.b@casino.guru)
In the first part, you can see your balance, deposits, withdrawals, differences and bonuses
At the bottom, you can see all the movements during the game and the bonus used by the client.
I hope the situation has been clarified and we are happy to provide any further information you may require.
Sincerely,
ONWIN365 Team
Automatic translation:
Public
Public
5 months ago
Thank you for your email and supporting data, as well as for your cooperation during the complaint resolution process, Onwin365 Casino Team.
Although I was not provided with exactly what I asked for, the situation was clarified enough, and the provided details were enough to understand the situation completely.
Dear Jackanrick,
Unfortunately, after gathering all the necessary information, we are closing this complaint as unjustified for the following reasons:
- Although you deposited 5 BRL to your available balance (which was not required at all), it only caused "mixed funds", which means (based on industry standards in such situations) that the vast majority of your disputed winnings were bonus balance/winnings and the bonus rules and conditions were still applied to the balance, because not all bonus conditions were met at that point
- Your 5 BRL did not become a bonus, however, since there was an active bonus and your 5 BRL was deposited on top of bonus winnings, it could have only basically helped you to meet the bonus condition to reach a balance of 250 BRL, to withdraw the maximum cashout of 25 BRL from the bonus - I would say that it should have been increased to 30 since 5 BRL was real money balance, but it will be explained below, you received them back later
- Even if your last winnings would have been accumulated with your last 5 BRL since the bonus was still active (not fulfilled bonus conditions), your winnings were credited to the available balance/bonus winnings, as common while playing with an active bonus; players usually play with a real money balance and are allowed to play with bonus funds only after real money balance reaches zero, while winnings are credited to bonus balance/winnings until the bonus requirements are completely met, so, your 5 BRL was spent by playing and winnings left in available balance mixed with your bonus winnings
- If you wanted to play with real money, you should have cancelled the bonus (and winnings) or asked the casino's Customer Support to do it and continue playing with only your real money 5 BRL, or, at least you should have asked the casino's for more information on how it works, instead of "solving" the situation on your own
- The 25 BRL was successfully withdrawn and the casino even returned your 5 BRL to your balance, which we consider the best action on the casino's side after all
- Also, the returned 5 BRL was later lost by playing, and there is nothing to solve anymore
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
