Bitfortune Casino - Depozit igrača je konfiskovan nakon otkazivanja bonusa.

Confiscation of deposit after bonus cancellation

I deposited $975 in BNB at Bitfortune and opted in to the 100% welcome bonus with a 70× wagering requirement.

I wagered approximately $3,000 on slot games, including How to Burn. During gameplay, I observed that losses were deducted from my deposited balance, while wins were credited to the bonus balance, even when deposited funds were used for wagering.

At no point was I attempting to withdraw funds, and I did not engage in any bonus abuse. At the time I cancelled the bonus, I was in net profit.

I cancelled the bonus in good faith, believing that:

Bonus funds and winnings would be removed, but

My original deposit would remain, as I had not lost it entirely and no clear warning stated otherwise

Upon cancelling the bonus, my entire balance was reduced to zero, including the original deposit.

Casino’s explanations (contradictory and incomplete)

The casino provided several explanations via live support:

They stated that:

Some bets were placed using deposited funds and some using bonus funds

My deposited funds were lost through wagering

They later stated that:

While a bonus is active, all wagers are deducted 50% from the deposited wallet and 50% from the bonus wallet

However, this explanation does not align with the actual outcome:

The deposit balance reached zero first

The bonus balance remained

Wins were credited to the bonus wallet, not proportionally to both wallets

If wagers were truly deducted 50/50 and wins allocated proportionally, the deposit and bonus balances should have decreased symmetrically. This did not happen.

Core issue: Non-transparent wallet mechanics

The issue is not that I lost bets.

The issue is that while a bonus was active:

Deposited funds were wagered

Wins from those wagers did not restore the deposited balance

Winnings were instead locked in the bonus wallet

This made the deposit unrecoverable without clear disclosure

At no point was I clearly informed that:

Wins from deposited funds would be credited to the bonus wallet

Cancelling the bonus would result in full forfeiture due to this allocation system

The wallet mechanics functioned in a way that systematically depleted the deposit

This information is material and directly affects a player’s decision-making.

What I am requesting

I am not requesting bonus winnings.

I am requesting the return of my original deposit ($975), which was affected by a non-transparent and misleading balance handling system that was not clearly disclosed before gameplay or bonus cancellation.

Why I believe this is unfair

The casino provided multiple, inconsistent explanations

The balance behavior contradicts the claimed 50/50 deduction model

The wallet allocation mechanics were not clearly disclosed

I was unable to make an informed decision about the real risk to my deposit

I respectfully request Casino.Guru’s assistance in reviewing this case.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Can you see the balance in your account divided between real-money and bonus-money balances?

How much of the wagering requirements was completed at the time of bonus cancellation?

Did the casino show a confirmation pop-up before bonus cancellation? If yes, what exactly did it say?

Please request the casino to send you the gaming history in Excel format, starting from the moment you deposited money and activated the bonus, up to the moment your bonus was cancelled, and then forward it to me at veronika.f@casino.guru.

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

Hello Veronika,

Thank you for your response and for reviewing my case.

Please find my answers below:

- Balance separation (real-money vs bonus-money)

Yes, the balance was visibly divided into a deposited (real-money) balance and a bonus balance. During gameplay, I observed that losses were deducted from the deposited balance, while wins were credited to the bonus balance, even when deposited funds were used for wagering.

- Wagering requirement completion

At the time of bonus cancellation, I had wagered approximately $3,000 toward the wagering requirement. The full wagering requirement was 70× the deposit, so the wagering was not yet completed.

- Bonus cancellation confirmation pop-up

There was a confirmation step when cancelling the bonus; however, there was no clear warning stating that the original deposited funds would be forfeited as a result of the bonus cancellation. I understood that bonus funds and bonus winnings would be removed, but I was not clearly informed that the deposited balance would effectively be lost due to wallet allocation mechanics.

- Gaming history request

I will request the full gaming history in Excel format from the casino, starting from the deposit and bonus activation until the bonus cancellation, and I will forward it to you as soon as I receive it.

Thank you again for your assistance. Please let me know if you need any additional information from my side.

Hello maryonacross,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello maryonacross,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear maryonacross,

Thank you for your detailed explanation and for your patience while we reviewed the provided information.

We have now carefully analyzed your gaming history. Based on this data, we can confirm the following:

• While the bonus was active, wagers were indeed deducted proportionally from both balances, meaning 50% from the real-money (deposit) balance and 50% from the bonus balance, in line with the casino’s bonus terms.
• As gameplay continued, the real-money balance was gradually reduced through wagering, until it eventually reached zero.
• From that point onward, all further bets were placed exclusively using bonus funds, as no real-money balance remained.
• At the time the bonus was cancelled, the wagering requirements had not been completed, and the remaining balance consisted solely of bonus funds. The image below shows your last bet made with real money.

Under these circumstances, the casino acted in accordance with its terms. When a bonus is cancelled before fulfilling the wagering requirements, all bonus funds and any balance derived from them are forfeited. Since the deposited funds had already been fully wagered and lost during gameplay, there were no real-money funds left to be returned.

While we understand that the wallet mechanics may feel confusing or unintuitive, the gaming history confirms that the balance behavior followed the applicable rules, and the loss of the deposit occurred as a result of wagering, not as a consequence of the bonus cancellation itself.

For these reasons, we are unable to consider this complaint justified, and the complaint will be rejected.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team