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Dear Casino Guru Team,

I am writing to express my frustration and dissatisfaction with the service I have received from Asino Casino.

I have encountered a number of issues that remain unresolved, and the casino's support team has been unresponsive to my inquiries. Here are the key points that I believe warrant attention:

Incorrect Balance Adjustment: The casino has claimed that I exceeded the maximum bet while playing with a bonus, which led to a correction of my balance to the deposit amount. However, I have never exceeded the maximum bet limit. I requested my full gameplay history to verify this, but despite repeated requests, I have not received any information.

Unclear Refund Process: I have been informed that only my deposit amount will be refunded, but I have not received clear answers regarding the status of my refund. I asked if the full balance of 2373€ would be returned to me, but again, there has been no proper response.

Support Inaccessibility: The support team has been incredibly difficult to reach. I have followed all of their requests and uploaded the required documents, but my account remains closed, and no updates have been provided. I have repeatedly asked for clarification on various points, but they continue to send generic responses that do not address my specific concerns.

Unresolved Account Closure: My account was closed without clear reasoning, and the support team has been unable to provide a satisfactory explanation. I was told that the decision was final and that the account would not be reopened, which seems unfair considering the circumstances.

Overall, I feel that I have been treated unfairly by Asino Casino, and the lack of transparency and communication from their support team is concerning. I would like to formally raise this issue and seek assistance in resolving these matters.

Dear russellgin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and I found this:

1.5 While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, ASINO reserves the right to confiscate the winnings.

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 [email protected].

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,

Veronika

Yes I didn't break any max bet. I think it's a mistake from the software provider. The casino is non communicating with me or give my play history.. where I am entitled to by law.

Dear Russellgin,

We are sorry to hear that your experience on our platform did not meet your expectations. We have carefully reviewed your case and would like to provide a detailed response to address any misunderstandings.

First and foremost, we would like to emphasize that our casino is fully licensed and operates strictly within the established Terms & Conditions.

According to our system records, on February 10, 2025, you exceeded the maximum bet limit twice while playing Turbo Plinko, placing bets of 25 EUR with an active bonus.

Please note that, as stated in section 1.5 of our Bonus T&Cs, which you agreed to upon registration:

"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, ASINO reserves the right to confiscate the winnings."

Additionally, we have reviewed your communication with our support team. According to our records, you requested your bet history yesterday, and our specialists asked for identity verification details. This procedure is mandatory when providing personal account information and serves as a security measure to protect your data and ensure compliance with our policies.

As soon as you provide all the required information, we will prepare your full bet history and share it with you for review.

Regarding the refund process, since your registration on February 10, 2025, you have made total deposits of 300 EUR. As mentioned earlier, due to the violation of bonus terms, section 1.5 states:

"If the player exceeds the maximum bet when the bonus is active, ASINO reserves the right to confiscate the winnings."

Therefore, after you submit the necessary documents, the total amount of your deposits, 300 EUR, will be refunded to you.

As for the closure of your account, it was carried out in accordance with the ANTI-FRAUD POLICY, which states:

"The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice."

To successfully proceed with the refund and receive your bet history, please contact our 24/7 support team via Live Chat or at [email protected]. Our specialists will guide you on the required documents and assist you throughout the process.

If you have any further questions, we will be happy to assist you.

Best regards,

Asino Casino

Dear Asino Casino Representative,

Thank you very much for getting in touch with us and providing more details regarding the player’s situation.

Dear russellgin,

Could you please specify whether you have submitted the necessary documents to the casino to obtain your betting history and request a refund of your deposits?

Thank you in advance for your response.

Dear Veronika and Asino Casino Representative,

Thank you for your responses. However, I want to clarify that I never placed any bets exceeding the maximum limit, including the alleged 25 EUR bets on Turbo Plinko on February 10, 2025. I strongly believe this is an error, possibly on the part of the software provider or the casino’s system, and I stand by my claim that I did not violate the bonus terms.

I have repeatedly requested my full gameplay history to review and verify this myself, as I am entitled to it by law. I shouldn’t have to jump through hoops or wait this long for something so basic—how hard can it be to provide me with my own player history? I have already submitted all the documents requested by the support team, yet I still haven’t received the information or any meaningful update. The lack of transparency and communication here is unacceptable.

I’m not asking for anything unreasonable—just the evidence to back up your claims and the refund process to move forward. If you’re confident in your position, then providing my gameplay history should be straightforward. Please send it to me immediately so we can resolve this properly.

Looking forward to your reply and the requested information.

Best regards,

russellgin

Dear Russellgin,

Thank you for your response! We appreciate your patience and are happy to assist in resolving this issue.

Regarding your request for your betting history, you initially reached out to us via email on February 26. In response, our specialists sent you an email requesting additional account details to verify your identity, as required under paragraph 64 and article 12.6 of the EU General Data Protection Regulation (GDPR). This is a standard security measure to protect your personal data. However, we have not yet received a response from you.

We would also like to emphasize once again that our casino is fully licensed and operates strictly within the established rules and requirements of our license. Unfortunately, without completing this verification step, we cannot proceed with your request. As soon as you provide the necessary details, we will escalate your request to the appropriate department.

We kindly ask you to reply to our technical support team’s email at your earliest convenience so we can move forward with this matter.

Best regards,

Asino Casino

Dear Veronika and the Casino Guru Team,

Thank you for your continued support in addressing my complaint against Asino Casino. I’m writing to provide an update and express my growing frustration with their handling of this matter, especially after reviewing the full email correspondence I’ve shared.

Despite their claims, Asino Casino is not responding adequately and appears to be lying about key details. I’ve submitted all requested verification documents—my selfie with ID on February 12, 2025, and a bank statement proving card ownership on February 13, 2025—yet they keep demanding more, like a 3-month bank statement, without acknowledging what I’ve already provided. Their latest email (Feb 27, 2025) claims I haven’t responded to their Feb 26 request for additional details, which is demonstrably false given the timeline and my earlier submissions.

More critically, they refuse to provide my full gameplay history, which I’ve repeatedly requested and am entitled to under GDPR. They allege I exceeded the maximum bet limit on Turbo Plinko on February 10, 2025, but without evidence, I maintain this is a mistake—possibly a software glitch or an excuse to confiscate my winnings. How can they expect me to accept their word when they won’t share the data to back it up? This lack of transparency is unacceptable.

As for my refund, they’ve confirmed they’ll only return my deposit amount (300€) instead of my full balance (2373€), but even that process is stalled. I’ve asked multiple times for clarity on the status, and they dodge the question with generic responses. My account remains closed without a clear explanation beyond vague references to their "Anti-Fraud Policy," which feels like a convenient catch-all to avoid accountability.

I’m grateful this is public on your platform—it exposes their stalling tactics and dishonesty. I’ve forwarded the complete email thread to [email protected] for your review, showing I’ve complied with their requests while they’ve failed to uphold basic standards of communication and fairness. I’d appreciate your assistance in pressuring Asino Casino to release my gameplay history immediately and resolve the refund issue properly. If they continue to stonewall, I’d like advice on escalating this to a regulatory authority.

Thank you again for your help.

Best regards,

Email sent.

Thank you for your email communication. Could you please confirm that you provided the casino with a PDF bank statement showing the card transactions for the past 3 months?

Additionally, have you sent the following information to the casino as requested in the email sent on 27 February, after you requested the game history?

• Name
• Date of birth
• Address
• Phone number
• Payment methods used
• The games you played the most with Asino Casino

Dear Veronika,

Thank you for your response and for following up on my complaint against Asino Casino. To address your questions:

Bank Statement: I have not provided a PDF bank statement showing card transactions for the past 3 months because the casino only requested this after I had already submitted sufficient verification. On February 13, 2025, I sent them a bank statement proving ownership of the card used for my deposits, which they acknowledged receiving. Their subsequent demand for a 3-month statement feels like an unnecessary escalation, especially since they haven’t explained why the initial document wasn’t enough. I’d like them to clarify this before I proceed with additional submissions.

Requested Information from Feb 27 Email: The casino’s email on February 26, 2025 (which they referenced on Feb 27) asked for additional details, including my name, date of birth, address, phone number, payment methods used, and most-played games. However, this request came after I had already provided my selfie with ID (Feb 12, 2025) and bank statement (Feb 13, 2025), which contained much of this information. I didn’t respond to the Feb 26 request separately because I assumed my prior submissions covered it, and their lack of acknowledgment led me to believe they were stalling. For clarity, I’ll list the details here:

[details hidden by Casino Guru]

Most Played Games: Primarily slots, though I also played Turbo Plinko (the game they’re disputing).

I’ve already forwarded the full email correspondence to [email protected], which shows my compliance and their inconsistent responses. My biggest concern remains their refusal to provide my gameplay history, which I requested multiple times under GDPR. They claim I breached the maximum bet limit on Turbo Plinko on February 10, 2025, but without the data, I can’t verify this—and I suspect it’s either a glitch or an excuse to withhold my 2373€ balance. Their offer to refund only my 300€ deposit (still unprocessed) doesn’t address this core issue.

Could you please push Asino Casino to release my gameplay history immediately and confirm the status of my refund? If they persist in dodging these requests, I’d appreciate guidance on how to escalate this to a regulatory body, such as the Malta Gaming Authority or another relevant authority, given their apparent jurisdiction.

Thanks again for your suppor this platform’s visibility is invaluable.

Best regards,

Sean Russell

Dear Russellgin,

Thank you for your response! Please note that all requested documents must be accurate and contain all necessary information for successful verification. The statement you provided did not include your card number. Such a document is not valid for verifying the payment system you used. Because of this, our specialists requested a card statement for the last three months, which has not yet been provided. A refund cannot be processed until you submit the correct document for card verification.

Additionally, you requested a history of your bets, deposits, and withdrawals. To provide personal information from your profile, you need to confirm your identity by answering a series of questions in response to the email from our specialists. Please note that replying here is not suitable for identity verification - you must respond directly to the email from our specialists.

Once again, we would like to emphasize that our casino is licensed and operates strictly within the established rules.

Our specialists are happy to assist you if you encounter any difficulties. All the requested information and a refund can only be processed after providing the required documents.

Best regards,

Asino Casino

Dear Asino Casino Team,

Thank you for your response. I’m writing to address your latest points and seek urgent resolution to this matter.

Bank Statement Clarification:

On February 13, 2025, I provided a bank statement proving ownership of the credit card used for my deposits, which you acknowledged receiving. Your claim that it "did not include [my] card number" is the first time this specific issue has been raised. Please confirm exactly what details are missing (e.g., last 4 digits, full number obscured per banking standards) and why this wasn’t flagged earlier. The statement I provided is consistent with standard verification practices, and your request for a 3-month statement feels disproportionate without a clear justification. I’m willing to cooperate but need transparency on why my initial submission was deemed invalid.

Identity Verification and Gameplay History:

You state that I must answer "a series of questions" via email to confirm my identity before releasing my gameplay history. However, I’ve already provided extensive verification: a selfie with ID (Feb 12, 2025), a bank statement (Feb 13, 2025), and further details (name, DOB, address, phone, payment method, and games played) in my correspondence with casino.guru. Please specify what additional questions remain unanswered, as your Feb 26/27 email did not indicate any gaps beyond what I’ve already submitted. Under GDPR, I’m entitled to my personal data—including my full gameplay history—without unreasonable delay or excessive hurdles. I’ve requested this multiple times, yet you’ve provided no timeline or data. I expect this to be released immediately.

Refund and Full Balance:

You’ve offered to refund my 300€ deposit (still unprocessed) but have not addressed my 2373€ balance, which you’re withholding due to an alleged max bet breach on Turbo Plinko on February 10, 2025. Without my gameplay history, I cannot verify this claim, nor can I confirm whether it’s a glitch or misinterpretation on your part. Simply refunding my deposit does not resolve the core issue of my rightful winnings. Are you prepared to reinstate my full balance if the data shows no breach occurred? I need a clear answer.

Your response here suggests that replying via email is necessary, yet I’ve forwarded all correspondence to [email protected], including my direct emails to you. For efficiency, please confirm whether I should resend my details to a specific email address and provide that address explicitly.

If you cannot resolve this promptly—by releasing my gameplay history and confirming the status of both my refund and balance—I will have no choice but to escalate this to the Malta Gaming Authority (or your relevant licensing body, which I ask you to confirm). I’d prefer to avoid this step, but your inconsistent and vague responses leave me little confidence in your process.

I await your reply within 48 hours.

Best regards,

Dear Russellgin,

Thank you for your patience. To clarify the current situation and ensure a smooth resolution, please find below the specific requirements for both your refund and your request for the history of bets, deposits, and withdrawals.

First of all, to successfully process your refund, we require the following:

-A selfie with your ID.

-PDF bank statements for the last 3 months, with digits of the card seen on them ****8172.

Unfortunately, the documents you provided earlier were either incomplete or did not cover the required time period. Please make sure the new submission fully meets these requirements.

As for the history of bets, deposits, and withdrawals, to obtain this information, we need you to answer a set of verification questions via email. Please reply directly to this email with your responses. Providing answers within the complaint thread does not fulfill our security requirements.

Regarding the documents you previously submitted, they are not suitable for verification. The bank statement you submitted was not for the full 3-month period as required. Some of the previously provided documents were duplicates of what had already been submitted. Additionally, the new document you sent was not requested as part of the verification process for the refund.

Please note that the verification for your refund and the verification for accessing gameplay history are separate processes. Completing one does not automatically grant the other. Your gameplay history request can only be processed once you provide the necessary answers to the verification questions via email. Your refund request can only be processed once we receive the correct bank statement covering the last 3 months and including the necessary card details, as well as a selfie with your ID. Please keep in mind that these are two independent procedures, and completing one will not automatically grant approval for the other.

You can send all the necessary information to our email [email protected]. You can also send it in response to the email from our specialist, which was resent to you today with a list of all the necessary documents for verification, as well as a list of questions required to obtain the history of bets, deposits, and withdrawals.

If you need any clarification, please don’t hesitate to ask. We appreciate your cooperation and look forward to resolving this matter soon.

Best regards,

Asino Casino

Dear Russellgin,

We are pleased to inform you that our team has received your responses to the verification questions required to access your personal data, including the history of bets, deposits, and withdrawals. Our specialists have already submitted a request to the relevant department to retrieve this information. Once we receive a response, your gaming history will be sent to your email.

Additionally, we have received your selfie with your ID. The only remaining step for a successful refund is to submit the correct PDF bank statements for the last 3 months, ensuring that the digits of the card (**8172) are clearly visible.

If you have any questions, we’ll be happy to assist you.

Best regards,

Asino Casino

Dear Asino Casino Team and Veronika (Complaint Specialist at Casino Guru),

Thank you for the recent updates regarding my case. I am writing to provide clarification and request a resolution based on new evidence, including the gameplay history you provided, to address the adjustment of my balance and the confiscation of my winnings.

Upon reviewing the gameplay history from February 10-11, 2025, it is evident that my betting activity predominantly adhered to the maximum bet limit of 5 EUR while playing games such as Cultist and Chilli Heat. The majority of recorded bets (e.g., IDs 63830326, 63830333, 63827900, 64024753, etc.) show individual bets of 5.00 EUR, aligning with the bonus terms outlined in section 1.5 of your Terms & Conditions. I note two instances at the end of my gameplay where the bet amounts appear to total 25.00 EUR (e.g., associated with larger Payoffs sum or Rollback win amounts), which I believe may relate to a multi-bet feature or system miscalculation rather than intentional breaches. These two bets represent a minimal fraction of my overall gameplay, with the vast majority consisting of normal 5 EUR bets.

Additionally, regarding the specific issue with Turbo Plinko on February 10, 2025, the screenshot I’ve attached shows a "Disk Cost" of 5 EUR and a "Bet Amount" of 25.50 EUR. This 25.50 EUR reflects the total cost for dropping 5 disks at 5 EUR each, not a single bet exceeding the limit. Each individual bet complies with the 5 EUR maximum, suggesting the system may have incorrectly flagged my gameplay as a violation due to the multi-disk drop feature.

Given this evidence, I strongly believe the adjustment of my balance to the deposit amount (300 EUR) and the confiscation of my winnings (resulting in a balance of 2373 EUR being withheld) were unjustified. I request that you:

Reinstate my full balance of 2373 EUR, as the alleged breach of the maximum bet rule does not hold based on the gameplay history, the attached screenshot, and the fact that only two bets at the end of my session deviated, with the majority being compliant 5 EUR bets.

Process the refund of my full balance immediately, rather than limiting it to the deposit amount of 300 EUR, given that no systemic violation occurred.

Provide a written acknowledgment of this error and an explanation of how the system misreported my bets (including the 25.50 EUR Turbo Plinko instance and the two 25 EUR bets), to prevent similar issues for other players.

I have already submitted all requested verification documents, including a selfie with my ID and responses to verification questions, as confirmed in your latest email. The only outstanding requirement appears to be the 3-month bank statement with the card digits (**8172) visible. I am preparing this document and will submit it to [email protected] within 48 hours to facilitate the refund process, provided my full balance is reinstated as requested.

If there are any discrepancies or additional steps required, please specify them clearly and promptly. I expect a response within 48 hours addressing the points above. Should Asino Casino fail to resolve this fairly—by reinstating my balance and processing the refund—I will escalate the matter to the Malta Gaming Authority (or the relevant licensing body, which I ask you to confirm) with the evidence provided, including the gameplay history and screenshot.

Thank you for your attention to this matter. I look forward to your swift resolution.

Dear russellgin,

Thank you for your responses. Could you please forward me the gaming history you received from the casino?

Please also keep in mind that, according to the Terms and Conditions:

1.5 While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, ASINO reserves the right to confiscate the winnings.

If you used game features like dropping 5 disks at once worth €5 each, unfortunately, this would have breached the maximum bet limit.

You received it?

I have received it, thank you. After reviewing the game history you provided, we found that two bets placed on Turbo Plinko indeed exceeded the maximum bet rule. Since the casino’s Terms and Conditions clearly state that purchasing game features adds to the bet amount, this resulted in a breach of the rules. Unfortunately, due to this, we are unable to assist you further, and your complaint has to be closed.

We appreciate your understanding, and we’re sorry we couldn’t be of more help in this case. If you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out.

Best regards,

Veronika

Casino.Guru Team