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Title: €2,000 winnings canceled even though bonus had already expired – money removed without explanation

Complaint text:

Hello dear Casino.Guru team,

I would like to file an official complaint against VegazCasino because my €1,800 winnings were illegally removed from my account. I won this amount with real money after my bonus had clearly expired.

Timetable:

On June 20, 2025, at 02:41:29, the bonus "SPIN120" was automatically removed according to the system message because I had requested a withdrawal.

On June 21, I requested a withdrawal of €2,000.

VegazCasino manually canceled the withdrawal and reduced my account balance to €200, claiming I was still playing with "bonus winnings." This is demonstrably false.

Important points:

The bonus was no longer active at the time of the winnings.

I was able to buy free spins, which according to the rules is technically blocked when a bonus is active – this clearly shows that I was playing with real money.

Winnings come from real money play, not from an active bonus.

The casino now claims that because I previously canceled a withdrawal of €150 (from the bonus), all subsequent winnings are still "bonus winnings."

→ This justification is technically untenable, since the bonus had already been removed at that time.

Evidence attached:

Screenshot with timestamp of when the bonus was removed

Screenshot of Feature Buy (Free Spins Purchase) – not possible with bonus

Transaction history with withdrawal attempts

Email from the casino with their reasoning

I hereby request Casino.Guru to mediate and help me to get back my €1,800, which I won fairly and with real money.

Many thanks and kind regards

Joshua L.

Titel: 2.000 € Gewinn gestrichen, obwohl Bonus bereits abgelaufen war – Geld ohne Begründung entfernt

Beschwerdetext:

Hallo liebes Casino.Guru-Team,

ich möchte hiermit offiziell Beschwerde gegen VegazCasino einreichen, da mir ein Gewinn von 1800€ unrechtmäßig vom Konto entfernt wurde. Ich habe diese Summe mit Echtgeld erspielt, nachdem mein Bonus eindeutig abgelaufen war.

Zeitlicher Ablauf:

Am 20. Juni 2025 um 02:41:29 wurde der Bonus „SPIN120" laut Systemmeldung automatisch entfernt, da ich eine Auszahlung beantragt hatte.

Am 21. Juni habe ich dann eine Auszahlung von 2.000 € beantragt.

VegazCasino hat die Auszahlung manuell storniert und mein Kontoguthaben auf 200 € reduziert – mit der Begründung, ich hätte noch mit „Bonusgewinnen" gespielt. Das ist nachweislich falsch.

Wichtige Punkte:

Der Bonus war zum Zeitpunkt der Gewinne nicht mehr aktiv.

Ich konnte Freispiele kaufen, was laut den Regeln bei aktivem Bonus technisch gesperrt ist – das zeigt eindeutig, dass ich mit Echtgeld gespielt habe.

Die Gewinne stammen aus Echtgeld-Spiel, nicht aus einem aktiven Bonus.

Das Casino behauptet nun, weil ich vorher eine Auszahlung von 150 € (aus dem Bonus) abgebrochen hätte, seien alle späteren Gewinne weiterhin „Bonusgewinne".

→ Diese Begründung ist technisch nicht haltbar, da der Bonus zu diesem Zeitpunkt bereits entfernt war.

Beigefügte Beweise:

Screenshot mit Zeitstempel, wann der Bonus entfernt wurde

Screenshot von Feature-Buy (Freispiel-Kauf) – bei Bonus nicht möglich

Transaktionsverlauf mit Auszahlungsversuchen

E-Mail vom Casino mit ihrer Begründung

Ich bitte Casino.Guru hiermit um Vermittlung und um Hilfe, meine 1800€ zurückzuerhalten, die ich fair und mit Echtgeld erspielt habe.

Vielen Dank und freundliche Grüße

Joshua L.

Dear m2kvypq45x38,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with VegazCasino regarding the withdrawal of your winnings.

To better understand your situation and to assist you effectively, could you please provide answers to the following questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with? When sending a screenshot, kindly include specific Bonus Terms as well.
• Can you see your balance divided into "real money" and "bonus money" in your casino profile?
• How much money did you deposit to receive your bonus? How much of the wagering requirements were met just before you requested your withdrawal?
• Did you see any notification or warning when you decided to submit a withdrawal request while your bonus was still active?
• Have you made any successful withdrawals from this casino before?

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

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Response to queries regarding my complaint against VegazCasino

Dear Casino.Guru team,

Thank you for your feedback. I will be happy to answer your questions fully and with the necessary evidence.

Screenshot and conditions of the bonus

The bonus I received was "SPIN120," with 120% on my deposit.

According to the system, the bonus automatically expired on June 20, 2025, at 2:41:29 AM, when I requested my first withdrawal.

Attached you will find a screenshot with the timestamp and – where available – the corresponding bonus terms and conditions.

Separation of real money and bonus money

VegazCasino clearly indicates whether it is a bonus or real money.

After removing the bonus, I only had real money balance because the bonus amount (€48) was deducted from the balance.

I was able to purchase feature buys (free spins) – which is technically not allowed when a bonus is active. This confirms that I was only playing with real money at that time.

Deposit / Bonus / Withdrawal

I deposited €40 and received an additional €48 through the bonus.

After a few rounds, I had about €200 in credit and requested a withdrawal.

The €48 bonus money was removed, the remaining amount of approximately €150 was real money.

I later canceled this withdrawal of €150.

I then continued playing with the remaining €150 in real money, built up to €2,000 (mainly through free spin purchases), and claimed this amount.

These two €1,000 withdrawals were manually canceled, and my balance was reduced to €200 – with the justification that these were "bonus winnings" and that I had reached the maximum cashout of €200 even though there was demonstrably no longer any active bonus.

Note on payout

When attempting to withdraw €150, a message appeared stating that a bonus was still active and was now terminated because a withdrawal had been made (see screenshot).

Yes, I have made successful withdrawals in the past and never had any problems.

Antwort auf Rückfragen zu meiner Beschwerde gegen VegazCasino

Sehr geehrtes Casino.Guru-Team,

vielen Dank für Ihre Rückmeldung. Gerne beantworte ich Ihre Fragen vollständig und mit den nötigen Nachweisen.

Screenshot und Bedingungen des Bonus

Der Bonus, den ich erhalten habe, war „SPIN120", mit 120 % auf meine Einzahlung.

Der Bonus wurde am 20. Juni 2025 um 02:41:29 Uhr laut System automatisch beendet („expired"), als ich meine erste Auszahlung beantragte.

Im Anhang finden Sie einen Screenshot mit dem Zeitstempel, sowie – soweit verfügbar – die zugehörigen Bonusbedingungen.

Trennung von Echtgeld und Bonusgeld

VegazCasino zeigt klar getrennt an, ob es sich um Bonus- oder Echtgeld handelt.

Nach dem Entfernen des Bonus hatte ich nur noch Echtgeldguthaben, da der Bonusbetrag (48 €) vom Guthaben abgezogen wurde.

Ich konnte Feature Buys (Freispiele) kaufen – das ist bei aktivem Bonus technisch nicht erlaubt. Das bestätigt, dass ich zu diesem Zeitpunkt nur mit Echtgeld gespielt habe.

Einzahlung / Bonus / Auszahlung

Ich habe 40 € eingezahlt und durch den Bonus 48 € zusätzlich erhalten.

Nach einigen Runden hatte ich ca. 200 € Guthaben, beantragte eine Auszahlung.

Die 48 € Bonusgeld wurden entfernt, der Restbetrag von ca. 150 € war Echtgeld.

Diese Auszahlung von 150€ brach ich später ab.

Danach habe ich mit den restlichen 150 € Echtgeld weitergespielt, mich auf 2.000 € hochgespielt (hauptsächlich durch Freispielkäufe), und diese Summe beantragt.

Diese zwei 1000€ Auszahlungen wurden manuell storniert, und man hat mein Guthaben auf 200 € reduziert – mit der Begründung, es handle sich um „Bonusgewinne", und das ich den maximal Cashout von 200€ erreicht habe obwohl nachweislich kein Bonus mehr aktiv war.

Hinweis bei Auszahlung

Beim 150€ Auszahlungsversuch erschien ein Hinweis, dass ein Bonus noch aktiv war und jetzt beendet wurde da eine Auszahlung vorgenommen wurde siehe Screenshot

Ja ich habe in Vergangenheit schon erfolgreich Auszahlungen durchgeführt und hatte nie Probleme.

Thank you for your reply. Please request the casino to send you your gaming history in Excel format from the moment you activated the bonus up to the moment your balance was confiscated, and then forward it to me at [email protected]. Thank you for your cooperation.

Hello, unfortunately, I can't get a response from the casino (even after several attempts). The operator has been completely silent. What can I do?

Hallo, leider schaffe ich es nicht (auch nach mehreren Versuchen) das Casino zu einer Antwort zu bringen. Totenstille vom Betreiber aus. Was kann ich tun ?

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

I've done everything I can to provide you with the information I have to prove that I'm in the right and that I'm entitled to the remaining money. Please help me claim the money now, because VegazCasino's service is terrible, and I don't know who else to turn to.

Ich habe alles mögliche getan um ihnen die Informationen weiterzuleiten die ich habe um zu beweisen das ich im Recht bin und mir das restliche Geld zusteht. Bitte helfen sie mir nun das Geld einzufordern denn der Service von VegazCasino ist miserabel und ich weiß nicht mehr weiter an wen ich mich noch wenden soll.

Dear m2kvypq45x38,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Vegaz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Vegaz Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So they can't help me just because the casino doesn't respond, and that's it? So they simply win the case by ignoring me? That doesn't sound very fair. I'm still waiting for €1,800 from them.

Also kann mir nicht geholfen werden nur weil das Casino nicht antwortet und das war es dann? Also durch ignorieren gewinnen die den Fall einfach ganz einfach? Das klingt nicht sehr fair. Ich warte immer noch auf 1800€ von denen

Dear m2kvypq45x38,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email. Please note that the casino did not "simply win by ignoring you," as their rating will be affected by their unresponsiveness. In relation to you, I agree that this is unfair, but unfortunately, we have no other options to compel the casino to act.

Unfortunately, since the casino is regulated by the Curaçao Gaming Control Board (GCB) - also referred to as the Curaçao Gaming Authority (CGA) - there is currently no formal process for handling individual player complaints. The GCB has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the GCB has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at [email protected].

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo