Orozino Casino - Player's withdrawal is delayed and account status is unclear.

I deposited $50 and got $50 matched plus 500 spins. I completed their wager requirements but was told I couldn't without funds because i completed the wagering requirement used more the 50 cent bids on the bonus it only says:

• Wager x30.

• No limit cashout.

Bonus valid for 30 days

Free spins become available

instantly"

They don't even say " please see our bonus terms policy for all other regulations" or something like that

I messaged them asking for the funds to be returned but they have not replied and it's now been 24hours

I also now suddenly see that they no longer accept players from ontario which they obviously did . I don't know what to do .

Dear Chisarama,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the 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 https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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 dominika.l@casino.guru.

When did you create your casino account?

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards,

Dominika

Hi Dominika, I appreciate your help. I've looked up dozens and dozens of casinos I can that having a wagering maximum when given a bonus is standard but not a $0.50 maximum that makes it impossible to hit the 45 x wager requirement. It seems like a loop they have players in.

I have also read all the reviews about this casino and many people has a similar story to mine one way or another the casino finds various reasons not to allow them yo withdraw. I also don't understand when and why ontario residents were suddenly not welcomed and why did they not say anything to me. How could they accept my deposits even ?

All other legitimate casinos are very carful to be sure of your location. I was accurate with all my information when making my account.

Dear Chisarama, please request your game history from the casino and send it to my email at dominika.l@casino.guru.

When did you create your casino account?

Is your account blocked due to the Ontario restriction?

If so, did you have any balance in your account at the time it was blocked?

Hi Dominika,

I did request my gaming history right after I read your response. So far the have not provided it. The said the sent the request to the finance department.

I opened the account maybe a month ago or 1.5 months at the most. My account is not blocked due to ontario restrictions. I also still receive promotional offers from orozino casino as well. My account is still active in general.

I will e-mail you the gaming history as soon as I receive it.

Thank you

Dear Chisarama, have you received the gaming history, please?

No I have not

Dear Chisarama, could you recall the specific bets you made while the bonus was active?

I don't recall especially now that so much time has passed.

Isn't it unusual that they won't provide me with a history ?

It feels like something very odd is going on with this casino .

Dear Chisarama, to clarify, the initial screenshot you provided shows a bet of 2.50 CAD. As mentioned before, the maximum bet rule is an industry-standard, which is outlined in the Fair Gambling Codex. According to this guideline, casinos reserve the right to seize winnings if players exceed the maximum bet limit during bonus play. This is a common practice across the industry, and we prefer not to penalize casinos for adhering to these standards.

Given these circumstances, we regret to inform you that your complaint will be rejected. I understand this might not be the outcome you were hoping for, and I sincerely apologize for any inconvenience this has caused.

If you have further questions or run into issues with this or any other casino in the future, please feel free to reach out. We're here to help.

Thank you for your understanding.

Best regards,

Dominika