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Summary

My withdrawal of $1400 AUD was rejected and my balance reduced back to approximately my deposit amount ($40AUD). Over the course of 2 months, I had purchased a mixture of free spin bonuses and no-wagering-requirement bonuses. The casino cited a bonus term about not making "4 or more" bonus purchases/deposits in a row without an intervening non bonus deposit. This rule was never enforced or flagged at the time any of the relevant deposits were made — only after I requested a withdrawal of a substantial win.

Timeline of events

1. Ongoing (approx. 8 weeks prior): I am subscribed to the casino's emails and Telegram channel, through which I regularly received bonus offers (deposit a minimum amount, receive a set number of free spins at a fixed per-spin value, typically with a 20x–40x wagering requirement). I deposited on this basis repeatedly, in amounts of roughly $20–$50 AUD, almost always tied to one of these bonus offers rather than as a standalone deposit.
2. Day of the win: I deposited $40.70AUD and received a bonus of 20 free spins at $0.40/spin, no wagering requirement attached. This bonus yielded a mere $0.30 AUD in winnings.
3. My resulting balance was $41 AUD ($40.70 deposit + $0.30 no-wager bonus winnings). I played this balance on a standard real-money game (not under any active bonus/wagering requirement) and won $1400 AUD.
4. I requested a withdrawal of the full balance.
5. No proactive status update was provided. Approximately 12 hours after requesting the withdrawal, I checked the account myself and found:
6. The balance had been reduced to roughly $41 AUD
7. The withdrawal status showed as "rejected"
8. I contacted live support and was told the winnings were voided for "abusing the bonus system." When I asked for a specific explanation, the agent only replied "you agreed to it when you signed up," without further detail.
9. I located the relevant clause in the bonus terms myself:

"If you make deposit bonuses 4 times in a row and more, you risk to lose your winnings and keep only the deposit amount. To benefit from the bonuses and enjoy the winnings, make a deposit (over the average sum of the previous deposits) aside from bonus offers at least once after using 3 bonuses in a row."

Why I believe this rejection was unfair

1. The rule was never enforced at the point of deposit. Over eight weeks, the casino accepted dozens of consecutive bonus-linked deposits from me without any warning, block, or notice that this pattern would put winnings at risk. The rule was only applied retroactively, after a significant win was ready to withdraw.
2. The winning balance was not meaningfully bonus-derived. The $1400 win came from playing a balance of $40.70 — $40 of which was my own real-money deposit, and only $0.30 of which was bonus-derived (and that bonus itself had zero wagering requirement, meaning it was already "cleared" as real money). Voiding the entire $1400 based on 30 cents of no-wagering-requirement bonus funds seems disproportionate to the stated purpose of the rule.
3. The rule is not clearly disclosed or standard. In my experience across other online casinos, I have not encountered an equivalent "no more than 3 bonuses in a row" restriction. As written, the clause is also ambiguous (it does not clearly define what counts as "in a row," over what time period, or how "average sum of previous deposits" is calculated).
4. Customer service did not engage with the substance of the dispute. When I raised the issue, I received no real explanation beyond a reference to having "agreed" to the terms — no breakdown of which deposits were counted, how the rule was applied to my specific case, or why the full $1400 (rather than just the disputed bonus-derived portion) was voided.

This was my first attempt at withdrawing at 2 months of depositing/purchases bonuses.

I am asking Casino.guru to help mediate a resolution with Candy Casino regarding the release of my $1400 AUD withdrawal, or at minimum a reasonable explanation of how the bonus term was applied to justify voiding the full amount rather than only the disputed bonus-derived portion.

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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 you were able to activate all of the bonuses without receiving any warnings or notifications informing you about the rule the casino later applied to your winnings?
• Have you made any deposits at this casino without an active bonus?
• Have you made any successful withdrawals from this casino before?

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

Hi Veronika,

Appreciate the prompt response.

Am I correct in understanding that you were able to activate all of the bonuses without receiving any warnings or notifications informing you about the rule the casino later applied to your winnings?

Yes, I never had an issue depositing and activing any of the bonuses. Having the bonus received be what was advertised is a different story and not the main focus of this. This was never flagged, warned against, or enforced at the point any of my prior deposits were made, despite a consistent pattern of bonus-linked deposits over approximately 8 weeks.

My dashboard at any given time can have 5-10 offers. My rationale was if I'm depositing and it's the same amount of the minimal for a bonus, sure why not.

My emails/telegram are flooded with constant offers, and by having this rule in the fine print, it allows them to have it both ways. Sell as many of these as possible, and in the unlikely event they have to pay out, well did you buy more than 3 in a row? In that case, all winnings are null and void.

There's no ability to "abuse" this either. I cannot buy every single bonus available, stack all the winnings and then go play. One bonus at one time only. That is enforced, but the artiburary "buying 3-4 in a row" not enforced and no doubt many players find out at their first withdrawal.

Have you made any deposits at this casino without an active bonus?

Yes, I have also made deposit only transactions. I can check the ratio if required.

If I was going to deposit, I'd first check if there was a bonus, there always was so I figured why not. The bonuses were a mixture of no wager required spins and wager required.

There are multiple variants for the same bonus game. For example, $30 deposit could be 20 spins x 0.1AUD with X35 wager requirement, next could be $60 deposit, 40 spins x 0.2AUD and x25 wager. If I liked the game, I'd buy both so there's already 2-3 bonuses purchase in a row in one session.

Have you made any successful withdrawals from this casino before?

No, this was my first attempt after 2-3 months of playing.

I only discovered Casino Guru after the fact, the most recent reviews for Candy Casino aren't favourable and seemingly withdrawal issues as well.

Dear TechJSX

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, Martina (martina.b@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

Hi Veronika,

Thanks for the update, and hi Martina — thank you for taking on my case. I'm still here and happy to provide any further detail you might need.

In the meantime, a couple of things I'd ask you to keep in mind as you review:

1) Even under the casino's own reading of the bonus term, the amount actually derived from bonus play was $0.30 AUD (from a no-wagering-requirement free spin bonus that had already cleared as real money). The $1400 win itself came from real-money play on a separate game. Voiding the full amount, rather than just the disputed bonus-derived portion, seems disproportionate to what the rule appears designed to prevent.

2) The clause itself is internally inconsistent. It reads: "If you make deposit bonuses 4 times in a row and more, you risk to lose your winnings and keep only the deposit amount. To benefit from the bonuses and enjoy the winnings, make a deposit (over the average sum of the previous deposits) aside from bonus offers at least once after using 3 bonuses in a row." Is the threshold 3 or 4? And the term says I "risk" losing winnings, not that winnings will automatically be voided in full — yet that's exactly what happened, with no warning at the time any of the relevant deposits were made.

Happy to wait for your update whenever you're ready.

Thank you again.

Dear TechJSX,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Candy Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.