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They took my winnings of £1642 claiming that I was using a bonus. I wasn't using bonus I had just finished it before the win also on the bonus terms it doesn't state anywhere that there is a max withdraw or win from the bonus.

Dear Whoknew123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General Bonus T&Cs and almost all bonuses had a maximum cashout limit.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that you accumulated the winnings after you completed the wagering requirements?
• Did the casino confiscate all of your winnings or just part of them? How much money do you currently have in your casino account?

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,

Kristina

It was the loyalty bonus if you look on the bonus terms of loyalty bonus it doesn't say anywhere about a max win on that bonus and yes they confiscated all of the winnings I have nothing in the casino at the moment and yes I didn't have any wagering requirements as I was using my own funds not the bonus funds

This is the bonus terms

I have just noticed they have changed the terms and conditions after I have made the complaint

Plus they haven't even worded it correct all it states is the free spins bonus and the % bonus nothing about the cash value

Still had no reply of the casino any updates on your side? Thankyou

They also state in there terms this i use my real funds before bonus is appliedi had £120 in my balance before receiving the loyalty bonus therefore I would of been using my own funds when I won that amount that is 2 times according to there terms that they are wrong

They have just offered me £2000 with a 10x wager amount max withdrawal of £2000 meaning I would have to wager £20000 which is ridiculous but they are basically admitting that there terms were wrong so I can't see any reason to deny me the £1642 I fairly won?

Thank you very much for your reply, Whoknew123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Everything is in this chat

I am sorry, but I don't see any communication between you and the casino.

I have sent to your email thankyou

Thank you very much, Whoknew123, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Whoknew123,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1Red Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

Can you substantiate your claims and decision with relevant evidence and applied rules?

I sincerely believe that if the casino changed the bonus terms and conditions in the meantime, it does not plan to refer to the updated rules and use them as the reason for the user's winnings confiscation. It is not so difficult to ask the player to provide the same screenshots with the dates/times when they were taken.

If needed, feel free to send the necessary details and/or supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear CasinoGuru,

Thanks for informing us about this complaint.

As for the situation: the client won £1642, but the bonus was automatically debited to the maximum winnings specified in the system for this bonus. Since there was a real issue, we needed time to consider it, the client offered us to credit him £2000 with x3 wagering as compensation to solve this issue (screenshots of him offering this were sent to you by email for authenticity), we agreed and credited the client £2000 with x3 wagering.

I would also like to inform you that after the client wagered this bonus, he had £1863.67 on his balance, which he could withdraw, but he lost it.

We believe that the situation has been resolved with the client, as we and the client agreed on this resolution together.

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

Best regards,

1Red Casino Team

Thank you very much for your email, additional details, and explanation, 1Red Casino team. I think everything is clear now.

Dear Whoknew123,

The casino supported all claims above with sufficient evidence. You made a deal with the casino, under acceptable conditions for you, and the casino fulfilled its part of the deal. After, you could have even withdrawn more than your original disputed amount of your complaint.

Therefore, we consider the matter to be successfully resolved.

As the issue has been sorted out, I will now mark your complaint accordingly in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, 1Red Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru