1Go Casino - Povlačenje igrača je odloženo, a dobici su ograničeni.

I received an invite to you 1gocasino that gave me 100 free spins on joining.

After spinning the 100 spins and won under $20 i think it was. I carried on playing in the casinos bonus money lounge. I played sometime and after some small winnings on different slots my balance was just over $300. While I was in playing I noticed my balance automatically dropped significantly to a $100 and some dollars. I left the game and went into lobby where I found that I have completed wagering requirements and is in real money. I understood this as my balance was reduced to the max cash from the freespin bonus. Never the less I was in real money now and could also select to play slots in the real money lobby.

I carried on playing and a couple of slots later I hit a max win of x10 000 and won $12 500. I played for some more until my balance was $12 500 and decided to withdrawal this winnings.

1go Casino would not let me do a withdrawal until I verify my account. I did this and headed to withdrawal page. 1Gocasino will only allow a max withdrawal of $2000 for my method so I continue and requested the 1st $2000 withdrawal.

When I woke up this morning and logged on to request my 2cd withdrawal of $2000 just to discover there is once again just over a $100 on my balance?

I connected to customer service via chat to hear what was going on just to hear about horror story from them saying that the max cash i can withdrawal was the balance I am seeing right now! After arguing about this matter i was told if I withdrawal this amount and deposit it again I am allowed to win more from it? How is this legal? If it is cash and I can withdrawal it why can't I win more by wagering it? I was told that is the rule! Surely this can't be legal? I won that after our freespin agreement has been fulfilled and was in real money?

Dear ChrisRademan,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1Go Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Can you confirm whether you completed all the necessary verification steps for your account?
• Could you please provide details regarding the offer you received from the casino? You may share the information in this thread or forward it to my email address [email protected].

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,

Katarina

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

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

Stay cautious and contact us directly if you have any doubts.

My account is fully verified. I have send you the email you requested via your email. Thank you.

Thank you very much, ChrisRademan, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, ChrisRademan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hello dear player and Casino Guru representatives! Extra bonus funds has been debited due to paragraph 10.2.7 of the terms and conditions, that is:

The maximum winnings gained after wagering a no-deposit bonus are 10X the bonus amount unless otherwise specified in the bonus terms. If the amount of winnings exceeds the limit, it will be deducted from the balance once wagering requirements are met.

The maximum possible amount available for withdrawal after wagering a no-deposit bonus or winnings gained after wagering a no-deposit bonus are 10X the bonus amount unless otherwise specified in the bonus terms. Any amount which exceeds the said limits will be written off the balance.

To continue playing without limitations regarding the amount of winnings, you need to first withdraw the winnings gained from wagering a no-deposit bonus and then make another deposit.

We would like to emphasize once again that the player had to first withdraw the money received from the bonus immediately after wagering it and only then continue playing.

Best regards,

1GO Casino!

Good day and thank you for your reply.

So you have that rule under your terms and conditions. It would be nice to see a pop up in game play to stop you when you have reached that level and have to proceed to the cashier to continue. And what's up with that? The money on my casino account and the money I am going to deposit looks and smell the same! Why withdrawal and deposit to continue? More work load and bank charges for you and more time and effort for me.

It's not good to let people continue to wager without the chance to win. They can just as well gift you their money then 🙁

Christo Rademan

Hello 1GO Casino,

There is a couple of points which are relevant to such cases as this one:

1. We believe that as soon as the player finishes fulfilling the wagering requirement of the bonus, left funds are considered real money, and if there is any maximum win restriction, it should be applied right away (as it happened in this instance).
2. In cases, when such cap is not applied right away, we believe that it must not be applied at the withdrawal stage, since funds in the player's account are real funds, not bonus.
3. We also believe that it is the total responsibility of the casino to enforce such restrictions, and, fi it is not possible, to warn players using pop-ups explicitly saying what players must do.
4. And the final point, applying maximum winnings cap twice is twice as unfair as applying it later. No player seeing the balance under real money in their account and having restriction already enforced once can think that they must withdraw right away or their winnings will be capped once more.

Therefore, we consider such confiscation unfair and request for the full reinstatement of the player's balance.

Hello Casino Guru Team,

Thank you for your message and for sharing your perspective on this case.

We would like to reiterate that our actions were fully in line with our Terms and Conditions, which the player accepted upon registration, specifically, paragraph 10.2.7.

This limitation was enforced immediately after the wagering was completed. The fact that the player continued to play and increase their balance after the cap had been applied does not change the nature of the funds — they originated from a no-deposit bonus, and therefore any winnings beyond the allowed maximum remained subject to the stated limitation.

We respectfully disagree with the idea that once funds appear as real money, all restrictions should be considered lifted. Displaying a balance in the cashier interface as real money does not override the promotional terms tied to that balance. These terms are transparently available to all players prior to accepting any bonus.

Moreover, our platform’s mechanics ensure that the bonus cap is technically enforced. However, we rely on players to also read and understand the conditions attached to such promotions — especially when it comes to no-deposit bonuses, which by nature include strict limitations to prevent abuse.

To avoid confusion, we also state in the terms that in order to play without limitations, players must first withdraw funds received from wagering a no-deposit bonus and then make a new deposit. The player did not follow this condition.

Moreover, we would like to point out that the player already received a withdrawal of 142 NZD, which corresponds to the allowed 10x bonus winnings. This demonstrates that we acted fairly and honored the maximum winnings policy as per the terms.

Best regards,

1GO Casino!

Hello and thank you for your reply1Go Casino.

With all honesty and respect, I have been involved in online casinos for about 6 years and has never come across any casino with the rule about withdrawing cash money after wagering and deposit to continue. Because I have never come across this and I was left with the opinion that all casinos follow the same rules on wagering bonuses funds. I specifically read the terms and conditions on received bonuses before accepting. The promotion I received only states that I have to wager x45.

Furthermore after registration I could not find the promised free spins and got in contact on chat. Your agent request me to verify my email and after that was done the free spins got activated. They also did not mention anything about terms and conditions of this promotion.

I will attach a screenshot of the promotional email's terms & conditions for you to view.

Regards Christo Rademan

1GO Casino, thank you for your response.

Unfortunately, we still consider that applying the cap twice is unfair, and if funds in player's account are called "real money" than they must be real money. If the player would be notified via the pop-up right after fulfilling the WR that they must withdraw their winnings and deposit them back to continue playing without restriction, we would accept it, because in such case instructions are clear. However, it is only mentioned in terms and conditions, which we do not accept as user friendly and fair.

Please, reinstate player's winnings and let them withdraw. Otherwise, I will be forced to close this complaint as unresolved.

Hello Pavel! For a more in-depth and productive discussion of this matter, I would suggest continuing our communication via Teams or Telegram. This will allow us to clarify all the details more efficiently and ensure we address any concerns or questions in real time. Please let me know which option works best for you.

Best regards,

1GO Casino!

Hello Pavel! Reached you in Teams. Please check your DM. Thanks in advance.

Best regards,

1GO Casino!

We need to extend the timer for one more week. I need to discuss this case with my team the next Tuesday.

We have arrived to our decision.

ChrisRademan, unfortunately, the casino has decided not to fulfill our requirements and not to pay you out your legitimate winnings. The fact that the casino has an automated system of capping the bonus winnings is good, however, this system must be set up in a fair way, and capping bonus winnings twice is not fair according to us. Thus, I must close this complaint as unresolved, which will affect the casino's Safety Index. I hope it will motivate them to reconsider their position and to pay you out your funds.

Respectfully,

Pavel K

Casino Guru