Orozino Casino - Player's winnings have been confiscated.

I want to warn others about my unfair experience with Orizino Casino.

Despite playing fairly, the casino confiscated my $953 in winnings without a clear or justified explanation. They claim I violated a rule, but they have not provided any details on what I allegedly did wrong.

The bonus spin offer rules were not clearly communicated, and at no point was I warned about any restrictions that could result in losing my winnings. While the casino can track wagering activity, it fails to notify players about supposed violations until it’s time to cash out which is completely unfair.

I have sent over eight emails requesting clarification, but they have ignored every single one. This lack of transparency and customer support is unacceptable.

I want my rightful winnings returned, and I urge others to be cautious when dealing with Orizino Casino. If this has happened to you, speak up! Players deserve fairness and honesty.

Dear PreWilly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you accumulated your winnings with a bonus?
• Did the casino indicate which rule you breached?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Below are the two emails I sent to Orozino Casino. I also sent the original to to inbox. I hope that’s okay. Thank you. :

It has been over a week without a response to my multiple emails regarding the unjust withholding of my $950 in winnings. Your casino gaming rules apparently allow you to confiscate winnings simply because I increased my bet by five cents while using bonus fund, an absurd and unfair policy.

I initiated this inquiry on January 14, 2024, yet I have received no clear explanation for why my rightful winnings are being withheld. If I do not receive a prompt and satisfactory response, I will have no choice but to expose these unfair practices publicly.

I expect a response immediately.

On Jan 14, 2025, at 4:54 PM, Wilfredo M***<w***@gmail.com> wrote:

To the Orozino Manager,

I am seeking clarification regarding the specific rules you claim I have violated, as I am unaware of any infractions on my part.

It is highly disappointing and unacceptable that your casino would confiscate my winnings based on rules that were neither clearly communicated nor disclosed at the onset of the bonus spin offer. While your casino is evidently capable of tracking my wagering activity, it fails to provide adequate warnings or notifications about restrictions, such as changes in betting behavior, that could result in forfeiture of winnings.

At no point did I encounter or acknowledge the rules you have cited, and I now require a clear and detailed explanation of them.

In conclusion, I am requesting the return of the $953, which was rightfully won through fair gameplay. I did not engage in any deceitful activity, and my winnings should be honored.

Regards,

Wilfredo M***

(905) ***-4***

On Jan 14, 2025, at 2:28 AM, Orozino Support <info@orozino-world.com> wrote:

Our finance team has informed us that bets exceeding $0.5 were placed while using the bonus, which has led to the removal of all winnings. Your initial deposit has been returned to your playable balance. We appreciate your understanding in this matter.

We are here to help!

Reply directly to this email or open feedback #25410 for full details.

Unsubscribe from these emails

GLEAPID:67846ff38edfd03162a1ae48

Below was sent to me on January 14, 2025 from Orozino Support:

"We have checked your account and you indeed completed the wagering requirements for this bonus. However, after careful review, we've noticed that you didn't follow the terms and conditions for the bonus we provide and as a result withdrawal cannot be requested. Please check below for more information: 8.10.3 Increasing your balance after placing high-value bets and thereafter proceeding to place bets of less than half of the prior bet value, in order to meet bonus wagering requirements; 8.10.4 Maximum single bet with any bonus funds is $0,5. Orozino reserves the right to withdraw any winnings to players that bet over $0,5 whilst completing wagering requirements. Please let me know if you have any questions. 

We are here to help!

Reply directly to this email or open feedback #25410 for full details."

Then I sent a email reply because I don’t quite understand what they a saying and I wasn’t aware of the ruling. Below is the email that they haven’t replied to yet and I sent a few more emails with no response:

"To the Orozino Manager,

I am seeking clarification regarding the specific rules you claim I have violated, as I am unaware of any infractions on my part.

It is highly disappointing and unacceptable that your casino would confiscate my winnings based on rules that were neither clearly communicated nor disclosed at the onset of the bonus spin offer. While your casino is evidently capable of tracking my wagering activity, it fails to provide adequate warnings or notifications about restrictions, such as changes in betting behavior, that could result in forfeiture of winnings.

At no point did I encounter or acknowledge the rules you have cited, and I now require a clear and detailed explanation of them.

In conclusion, I am requesting the return of the $953, which was rightfully won through fair gameplay. I did not engage in any deceitful activity, and my winnings should be honored.

Regards,

Wilfredo M***

(905) ***-4***"

Thank you for your reply, PreWilly.  I checked the Bonus T&Cs and I found this:

7.9 Unless terms are not set in specific bonus terms, winnings from the free spins given have a wagering requirement of 100 times and percentage bonus wagering requirement of 100 times. In addition, unless terms are not set in specific bonus terms, maximum single bet with any bonus funds is $0.5. Orozino reserves the right to withdraw any winnings to players that bet over $0.5 whilst completing wagering requirements.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Dear PreWilly,

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.

I tried to get the game history the Orozine will not let me. I know I completed the game bonus commitment and I was allowed to to do a withdrawal. Otherwise I wasn’t able to do a withdraw until I finished my game commitments. Then I was allowed to do withdrawal. They took my winning that I tried to withdraw.

In one of your previous messages you indicated that you breached the maximum allowed bet:

"It has been over a week without a response to my multiple emails regarding the unjust withholding of my $950 in winnings. Your casino gaming rules apparently allow you to confiscate winnings simply because I increased my bet by five cents while using bonus fund, an absurd and unfair policy."

If you cannot provide your game history at the moment, please at least describe your bets in more detail. Is it true that you placed bets over the maximum allowed value while playing with this bonus?

Dear PreWilly,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.