Bet Ninja Casino - Igračeva sredstva su konfiskovana.

I am submitting a complaint regarding the confiscation of my €1910.08 balance by Betninja.

The casino claims that I violated the €5 maximum bet rule while a bonus was active. While I acknowledge that a small number of bets exceeded this limit, the decision to confiscate the entire balance is disproportionate and unfair.

Based on the official game history provided by the casino:

• My balance had already increased from €50 to €367.62 before any bet exceeding €5 was placed

• The first bet above €5 occurred on March 12, 2026 at 09:51:08 with a €6 bet

• This means that €317.62 in winnings was generated fully in compliance with the bonus terms

Additionally:

• After the higher bets occurred, I continued playing again with bets at or below the €5 limit

• Therefore, a significant portion of the balance was also generated while complying again with the rules

Furthermore, the casino system allowed bets above €5 to be placed without any warning, restriction, or prevention mechanism. Many regulated casinos block such bets automatically while a bonus is active. Allowing these bets and then confiscating the entire balance raises serious concerns about fairness and system design.

The relevant term states that winnings "may be lost" in case of violation. However, this does not justify a full confiscation of all funds, especially those clearly generated in compliance with the rules.

Despite requesting a proportional review, the casino refused further discussion and stated their decision is final.

I am therefore requesting a fair and proportional resolution, where at minimum the €317.62 in legitimate winnings is returned, along with a review of additional winnings generated after returning to compliant bet sizes.

I have provided full documentation including game history and correspondence

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

14.3 The maximum wager when a Bonus is pending, or actively being turned over is 5€/$ or currency equivalent. This includes Bonus Buy and Gamble Features to multiply the total prize, where the total cost of the purchase is applicable. You may lose your winnings if you do not follow this rule.

Our position is closely explained in the 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.

I regret to inform you that, based on the game history you provided, it appears that several bets were placed beyond the permitted limit. Consequently, the casino's decision is consistent with their established terms and conditions.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear J_ohan,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear J_ohan,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila