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I started playing with a no-deposit bonus. After completing the wagering requirements, I won real money and requested a withdrawal. However, the casino did not pay out my winnings. My balance was removed without a clear explanation, and the casino did not provide any evidence that I violated any bonus terms or conditions. I contacted the casino’s support team several times, but they stopped responding to me. I believe this is an unfair confiscation of my legitimate winnings. Please help me resolve this issue.

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Dear Usk55,

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

When playing with bonus funds, there are maximum bet limits that apply to ensure fair gameplay.

You may not wager more than $6.25 per spin on slots or video slots, or more than $25 per transaction on table games while using bonus funds.

If these limits are exceeded, the bonus and any winnings linked to your bonus may be forfeited in line with our Promotional Terms & Conditions section. To avoid this, always check the bonus terms before start playing.

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 in Excel format, 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

Dear Usk55,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru