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I received a €5 free bonus, which I successfully used, so my bonus balance was reduced from almost €350 to €50.

With this €50 real money credit I then won €700, which was also listed as the withdrawable amount.

I requested these payouts, but they were rejected today because supposedly the maximum amount of 50 euros is only available from the bonus.

So now I only have 50 euros left in my account and the 700 euros are gone.

This is also evident in the screenshots, showing that the 5 euros were successfully implemented and a correction has already been made.

Ich habe einen 5 Euro Gratis Bonus erhalten, diesen habe ich auch erfolgreich umgesetzt, mein bonusguthaben wurde also von knapp 350 dann auf 50 Euro reduziert.

mit diesen 50 Euro Echtgeldguthaben habe ich dann 700 Euro gewonnen, diese waren auch als auszahlbarer Betrag angegeben.

diese Auszahlungen habe ich beantragt, diese wurden heute abgelehnt da angeblich der maximale Betrag von 50 Euro nur verfügbar sei aus dem Bonus.

somit habe ich nun nur noch 50 Euro auf meinem Konto und die 700 Euro sind weg.

dies ist auch in den Screenshots ersichtlich das die 5 Euro erfolgreich umgesetzt wurden und eine Koerektur bereits erfolgte

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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.

• Am I correct in understanding that immediately after you finished wagering the free bonus, your winnings were capped at €50 and transferred to your real-money balance?
• Have you tried withdrawing the €50 winnings, or did you continue playing with them?
• Have you received any pop-up, warning, or notification informing you that you should withdraw your winnings after finishing wagering the bonus?
• Have you activated any other deposits after you won the €50?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

1. Yes, you understand correctly. I had won almost €350 with the bonus money, and when this was successfully wagered, my balance dropped to €50 real money. You can see it in the screenshot: Bonus correction -€291
2. No, I continued playing with the money I had wagered, which was then 50 euros of real money; there was neither a pop-up window nor a notification telling me to withdraw the winnings.
3. Of my 750 euros, they ultimately only left me with 50 euros that I could have paid out.

No deposit was made, as I had already made a profit of 700 euros with the 50 euros of real money, which I wanted to withdraw first.

1. ja das verstehen sie richtig, ich hatte knapp 350 mit dem bonusgeld erspielt, als diese erfolgreich umgesetzt wurde ist mein Guthaben auf 50 Euro Echtgeld runter gegangen. man sieht es ja auch am Screenshot Bonuskorrektur -291 Euro
2. nein ich habe mit dem umgesetzten Geld was dann 50 Euro Echtgeld waren weiter gespielt, es kam weder ein Popup Fenster noch eine Benachrichtigung das ich die Gewinne abheben soll.
3. Von meinen 750 Euro hat man mir ja auch schlussendlich wieder nur 50 Euro über gelassen die ich hätte auszahlen können.

es ist keine Einzahlung erfolgt das ich mit den 50 Euro Echtgeld ja einen Gewinn von 700 Euro erzielt hatte den ich zuerst auszahlen lassen wollte

Could you please forward me all the communication between you and the casino regarding the double cap applied to your winnings at veronika.f@casino.guru? Kindly include screenshots, emails, chat transcripts, and any other evidence that could be relevant to the investigation of your complaint. Thank you for your cooperation.

Screenshots of the payment history with the double correction, as well as the chat history with an employee showing that it was about correcting the 5 Euro bonus which was capped twice.

Furthermore, the 700 euros were not even booked as a bonus correction as claimed.

Screenshots des zahlungsvelaufes mit der doppelten Korrektur sowie der chatverlauf mit einem Mitarbeiter in dem ersichtlich ist das es um die Korrektur des 5 Euro Bonusses ging der zweimal gedeckelt wurde.

ausserdem wurden die 700 Euro nichtmal als Bonus Korrektur gebucht wie behauptet.

Dear Charly1601

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Charly1601,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I have a few questions.

So, do I understand correctly that when you utilised the €5 no deposit bonus, there were no other funds in your account balance, and you have been playing solely with the funds stemming from the €5 no deposit bonus?

Can you please specify where did you got the €5 free bonus from? If it was an email offer, SMS offer or similar, please forward it or share it with me so that I can review the accompanying rules.

Dear Charly1601,

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,
Michal
Casino.Guru