CasiGO Casino - Povlačenje igrača je odloženo, a dobici su ograničeni.

Dear Casino Guru’s Team,

I hope you’re doing well today!

I’m contacting you from Québec (Canada, North America) in order to inform you of a concerning situation about CasiGO.

I’m member since approximatively 2 years. I’m also fully KYC verified.

A couple weeks ago, they changed brand and moved with Two Shepherds Limited.

I received an email informing me that all my funds and personal datas will be securely transferred without any action required, unless I decline the transfer.

To apologize for the inconveniences and reward me for my understanding, they offered a 10.00$ CAD bonus upon log in.

Please kindly note that it was not mentioned ‘’General terms apply’’ or ‘’Bonus capped’’. Unfortunately, I don’t have a copy of this email anymore as I cleaned my Gmail box.

But anyway, I respected 100% their terms and conditions, as I wagered the bonus a lot more than 35 times.  So after the wagering requirements completed, the bonus was now transferred in ‘’real cash’’. I won 300.00$ CAD using this real cash. Then, I withdrew the full amount.

Their approval delay is very long (48-72 hours), so in the waiting, I deposited 10.00$ CAD from my own funds, using INTERAC e-Transfer, without claiming any offer. I repeat : my balance was 10$ real cash without any bonus funds nor spins.

The luck was with me! I won a jackpot of 3000.00$ CAD. So, I reversed my withdrawal. I played a bit more. And then, I made a bigger withdrawal.

They contacted me 36 hours after my withdrawal request from the following email address : accounts@vegasloungecasino.com

Firstly, this address doesn’t have a domain with casigo.com.

Secondly, they informed me that because it was an instant bonus, my winnings are capped at 10 times the bonus amount and all the remaining jackpot forfeited. So I can now make a 100$ withdrawal or use the funds to play.

Between 100$ and 3000$, there is a huge difference. It’s cleary bad will from them, and it’s illegal as well. Because after wagering more than 35 times the bonus, it was transferred to real money without any forfeiting by their system, which proves that I was eligible.

If I wasn’t, it would have been forfeited automatically.

Moreover, even if the wins from the 10$ bonus are capped at 10 times (100$), I can use this 100$ after to play and win more! 

Anyway, I also deposited without claiming any offers so a part of the jackpot is linked with the deposit because I won after depositing!

I informed them that I’m opened to an amicable and confidential settlement, conditional on them submitting a reasonable offer. 

For me, reasonable is at least 50/60% of the jackpot. Then, I would stop my battle and accept the loss, because I don’t want to fight during several weeks.

To conclude, since they moved with Two Shepherds Limited, their LiveChat is always unavailable. And when we contact them from their contact form, they answer 5 days later, they are very slow and doesn’t care about their customers. So I’m still in waiting for their answer. I will let you know once they follow up.

With Casino Guru, my expectations are to denounce this company to first of all, get my winnings, but above all, avoid this bad experience to their actual and future customers. 

Thanks for the serious and professionalism allowed to this case.

I wish you a wonderful day! ☀️ 

Respectfully,

Olivier L*******,

Casino Guru’s Member.

**Please find in attachment my communications with this company.**

Dear OlivierL07,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve been facing with your withdrawal.

To assist you further, I would like to ask a few questions to better understand your situation:

• Could you please specify how much money you won from the free $10 CAD bonus? Was the $300 CAD you requested for withdrawal the full amount of your winnings, or did some of the bonus winnings remain in your account?
• Were your $300 CAD winnings capped at $100 CAD when you submitted your first withdrawal request?
• Am I correct in understanding that you reversed your withdrawal request only after winning the $3,000 CAD jackpot? Did you accumulate these winnings using only your real-money deposit, or were the bonus winnings involved as well?
• How much money did you win after reversing your withdrawal and continuing to play?
• Have you had any previous successful withdrawals from CasiGO prior to this incident?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thanks for your explicit and fast answer, and I do apologies for the confusion as my main language is French and it’s a complicated situation involving real funds and bonus.

Here are the answers :

1) I made a 300.00$ CAD withdrawal after wagering 35 times this 10.00$ CAD bonus capped at 10x (I was aware of the 35x wagering, but not the condition about the max win, as the promotional email didn’t contain any details about that).

However, when a bonus is capped and the wagering completed, all the remaining balance is forfeited, am I right? Then, you can do what you want with the 100$ real cash because it has been transferred in the real money balance. You can play to grow the amount, or withdraw. From my side, I choosed to grow the 100$. And even if it’s not possible, there is no reason to only pay me 100$, considering that I also won right after making a deposit!

2) When I was waiting the approval of the original withdrawal of 300.00$ (CasiGO is one of the slowest platform to proceed withdrawals), I made a 10.00$ CAD deposit without claiming any promotion. I played especially Big Bass Splash / Big Bass Secrets of the Golden Lake, and I won more than 3000,00$ CAD in a couple bonus rounds.

3) Then, I reversed the withdrawal in order to make a bigger one, because it’s 1 withdrawal at a time. However, before, I played a bit more with my balance, which contains the 100$ explained in point #1, and the ~3000$ explained in point #2.

4) After reversing the original withdrawal, I lost, won, lost, won, lost, won. I wagered several thousands dollars.

5) If I well remember, it was my first withdrawal with them, but I provided all my documents for KYC.

Hoping that it’s more clear, please don’t hesitate if your need clarification or if you have additional questions, I’m fast to answer.

Also hoping that we can resolve it effectively.

Have a nice day!

Sincerely,

Olivier.

Please request the casino to send you the entire gaming history in Excel format, starting from the moment you received your 10$ CAD bonus, up to the moment you requested the withdrawal of 3000$ CAD, and then forward it to me at veronika.f@casino.guru.

Dear Ms Fritz 👋,

Thank you very much for your answer 🥰.

As mentioned previously, they are not reachable at all 🤦‍♂️.

Since they moved from White Hat Gaming to Two Shepherds Limited couple weeks ago, their LiveChat is ALWAYS unavailable. But even before they move, they weren’t very reachable.

I kindly ask you to look at the other complaints about this operator which Casino Guru processed. You will see it by yourself that this brand is not very responsive. It’s only your company that seems to be able to make them react.

Please find in attachment a proof that their LiveChat is always unavailable. I asked them what you asked me, but I bet 50,000€ with you that they will NOT answer.

When we fill the contact form in the LiveChat window, we don’t receive any answer, even after 1 full week of waiting.

I also tried by email. Please look at my previous messages which contain screenshots. They never answered my complaint sent to support@casigo.com and accounts@vegasloungecasino.com last week. No case number. No acknowledgement of receipt. Nothing.

This is the the reason why I was obliged to contact you, it’s my last resort BEFORE being forced to hire a lawyer and go to the courthouse.

Considering all that, Casino Guru should ask directly the casino to answer this thread, like you did in multiple cases.

As you well know, if they see that you are in this matter, they will probably resolve the issue without providing any documents, like multiple cases you resolved with this brand.

From my side, I’m a big gambler so I have enough experience in online gambling to know that they are breaking the law actually.

I repeat for the 3rd time : I carefully read their terms and conditions. If the 10$ is considered as an ‘’instant bonus’’, wagering requirements are indeed 35x and a 10x capped amount.

HOWEVER, in each platform, when the wagering is completed, all the remaining amount is automatically forfeited and the 100$ transfered to the real cash balance. Then, you can do whatever you want with this real money balance : ask a withdrawal or try to grow it. Which I chose to do.

From my side, no balance has been forfeited during my gameplay, which proves that this compensation bonus for the transfer of my personal datas was NOT capped, especially that no t&cs was mentioned in the email about their moving (unfortunately I deleted it couple weeks ago by mistake).

And even if it would have been capped and forfeited, I would have had 100$ left in real money. Then, you will see that with this 100$ I got a lot of Bonus Rounds and Jackpots.

And even if it’s not possible to play the 100$ real money balance after the ‘’capping’’, I won AFTER my deposit. I’m clearly not inventing anything!

So in any cases, I won !

From my side, I’m determined to fight until we get a satisfactory settlement.

***It’s a concerning situation that an international casino brand ignore customers until they are confronted by the relevant authorities like you, and more worrying that they steal real funds balance without any reaction.***

Hoping that you are taking this case seriously and that their rating will be reviewed as soon as possible. I repeat : as an international casino brand, it’s NOT normal to ignore customers and to be unreachable. Their 7.0 rating is injustified.

From my side, if you’re able to recover my winnings, I commit to make a donation of 250€ to Casino Guru or to any organism of your

choice.

***And even if you’re unable to help me, I will donate 50€ to your company or to any organism in order to thank you for devote yourself heart & soul to help thousands of customers*** 🤍.

I will look forward for your answer.

Have a good day, Veronika! 🙏

Regards,

Olivier.

Dear Veronika Fritz,

Unfortunately, 1 week later and they still not provided my gaming/transactions history in Excel format, which proves that they have something to hide.

From my side, there are thousands pages in the history section, so it’s impossible to provide it, it would take dozens of hours.

They only answered that the decision remains unchanged, without providing any explanations.

They invite me to use an ADR (Alternative Dispute Resolution). They certainly want to see if I’m determined to fight until the end before reversing their decision. But unfortunately for them, I’m ready and strong for a big battle, if needed.

Please find in attachment their final answer.

I reiterate : as explained previously in my novels, even if there was a bonus, I won in ANY cases.

Before Ms. Veronika transfers the case to a Complaints Specialist… I want to let them 1 last chance.

Dear Casino Representative, could you please reply to this thread in order to provide detailed information regarding this case?

Thank you very much, OlivierL07, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Sir Babeczka 👋,

I hope you’re doing well today!

Major development here. eCOGRA answered me

that the current operator (Two Shepherds Limited) is not an eCOGRA approved ADR operator since they stopped using White Hat Gaming.

HOWEVER, in their dispute decision sent on June 26th 2025, which I previously posted in this thread, AND as well in their t&cs, it’s mentioned at the Stage 4 of their complaints procedure : ‘’If you remain dissatisfied, you may continue with your query through our approved Alternative Dispute Resolution (ADR) provider, eCOGRA. We are committed to cooperating fully with eCOGRA, including providing all necessary information.‘’

It is a concerning situation which must seriously affect their index safety and score, because they misinforms the customers with misleading t&cs.

If this statement is not updated, I let you imagine for the entirety of their rules.

The first thing you have to do when you move your company, it’s to update your t&cs! It proves that since they are with Two Shepherds Limited, this company is not well run and that it’s strongly possible that my complaint is justified.

Please find in attachment the answer from eCOGRA sent on July 2nd 2025.

To conclude, it’s been already 2 weeks since I opened this case, and they still not provided my Excel game log an any other explanations/evidences to support the confiscation of my funds.

I am also afraid that they will maybe not cooperate in this thread, as they probably don’t claim/manage this Casino.Guru profile since they changed operator nor that their Casino.Guru contact details aren’t updated.

To avoid major delays nor the case to be closed as unresolved, could you please try to contact them internally? I never found the contact details of Two Shepherds Limited, but here are some email address they contacted me from :

accounts@vegasloungecasino.com

complaints@casigo.com

support@casigo.com

Thank you very much for your professionalism and your help, Bran!

Have a nice day 🌴.

Yours Sincerely,

Hello, OlivierL07,

I am sorry to hear about your unpleasant experience, and thank you for the update. 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 Casino Representative,

Could you please explain the user's situation in more detail and substantiate your claims and decision with relevant evidence (game logs) and rules applied?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

Dear Casino Representative,

Please kindly note that they absolutely cannot imply that they were never notified/informed of this thread.

Indeed, considering that they recently moved from White Hat Gaming to Two Shepherds Limited, I was afraid that their Casino.Guru account wasn’t claimed yet by their new management.

So, July 2nd I took my precautions and I sent it to several contact addresses as you can see in attachment.

-complaints@casigo.com

-support@casigo.com

-accounts@casigo.com

-accounts@vegasloungecasino.com

-accounts@captainspins.com

-hello@twoshepherds.co

Now, let’s wait the full end of the timer, but it doesn’t look good.

Have a wonderful week! ☀️

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.

Greetings all,

I am extending the timer for the casino once again, manually contacting the casino using all available contacts outside the thread.

If no one from the casino comments on the thread or provides us with the relevant information/details in another way, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear OlivierL07,

Just updating you that I left the complaint open longer on purpose. I got in contact with 2 other casino representatives, and there was a recent communication between me and them. Currently, I am waiting for their response via email. Unfortunately, no one has contacted me back so far since I replied to their email.

Anyway, I will ping them now again and extend the timer for the casino once again. It looks like there was an outdated contact in our system set up for casino representation purposes, which I fixed recently in accordance with the casino's requirements.

Please stay patient, and let's provide the casino representative with a few more business days to comment on the matter. I will inform the responsible people from the casino that this will be the last timer and chance to resolve the matter.

Thank you for your patience and understanding.

Hello, OlivierL07,

I understand your frustration and inconvenience caused, as well as the time we have already spent here; however, as I informed you earlier via email - I have some good news, but also bad news.

• It appears that after a long time, I finally got in contact with the correct casino representative outside the thread, who informed me that they will provide us with a response and additional details soon

Now, the bad news.

• I will reset the timer for the casino once again, providing the correct casino representative with enough time to gather/share the necessary details regarding the case; unfortunately, they were not informed about the complaint earlier or on time; therefore, I would like to provide them with our full standard 2x7 days
• Due to my unavailability in the following weeks, I have to forward the complaint to my colleague Jozef K (jozef.k@casino.guru), who will further assist you in solving the case

In a while, I will connect Jozef with the correct casino representative in a group chat outside the thread, so from now on, he will inform you about any news or updates, and proceed further according to the information received.

Thank you for your infinite patience and understanding, and I am sorry for the inconvenience caused.

Please stay patient and positive. I sincerely hope and believe your issue will be resolved soon!

Dear OlivierL07,

Could you please confirm whether eCogra is currently evaluating the case?

Dear Jozef,

Thanks for your answer.

Indeed, seeing that after 1 month they were not participating in this thread and not responding to Branislav too, I reported the situation to eCOGRA to get things moving.

However, this authority declined and closed initially the case because supposedly Two Shepherds Limited wasn’t accredited on their list.

So I decided to continue my complaint here at Casino.Guru.

Surprisingly, a few weeks later eCOGRA contacted me to inform me that the file has been reopened as the issue with the operator has been resolved.

But they finally answered me this morning that the case has been closed in the favor of the operator, considering that a Migration Bonus is a normal Bonus and that it is capped to 10x as per the t&cs.

HOWEVER, they do not consider that after fully meeting the wagering requirements, the player can do whatever he wants with the released funds (100.00$ in my case). The player can withdraw it or try his luck and grow it, what I chose to do. I was lucky. I also deposited during my pending withdrawal and I had a lot of luck too.

This authority have a tunnel vision. They only look at the initial bonus, not at the released funds and at the deposit.

They didn't understand how much more complicated this case is than they think.

Now, I confirm you that the case is closed by eCOGRA. They invited me to contact another authority or court house.

It is why Casino.Guru can certainly help me.

And also help other players to avoid this unfair situation.

Please do not hesitate if you need evidences. But I reiterate, the case with eCOGRA is closed.

Thank you for your help! ☀️

Dear OlivierL07,

Thank you for all the information provided. I will now contact the casino team in our chat and get back to you as soon as possible, as we want to form our own opinion on the case. I have requested the transaction and game history, and additionally asked whether you could somehow knew that the bonus is instant and that a maximum cashout is in place.

Hello sir Krucay,

Thanks for your lightning fast follow up.

Dear Casino Representative,

Dear Readers/Players too 👋.

I hope you are all well.

Indeed, in the Migration e-mail, no terms were mentioned about this exceptional 10$ cash compensation for the transfer of our datas. It was only mentioned that if we press the ‘’accept button’’, we will receive it. There was also a button to decline.

👉 How can they prove that this exceptional compensation is part of their Clause 8 - Instant Bonuses?

It is so easy to protect/hide themselves with this clause, but it is much more complicated than that.

👉🏼 Also, between you and me, transferring personal datas is a very delicate operation and the compensation shouldn’t be limited, as they convinced us to accept the transfer (it is an INCENTIVE nor COMPENSATION).

***Having been well informed that this is a recreational/limited bonus, I would never have agreed to transfer my personal details. Never.🤦‍♂️ I was misinformed and the operator should assume it by demonstrating its good will and remove this clause from my withdrawal request. ***

Moreover, as you will clearly see in my gaming history, I was able to play with the entire balance during several hours without any voiding. And even after fully reached the wagering requirements, no voiding has been made. The funds appeared in the real money balance and I was able to ask a withdrawal. If it was capped/limited, I wouldn’t be able to use the withdrawal section, an error message would have appeared or the funds would still be in the ‘’locked/bonus section’’.

Otherwise, I reiterate that even if the bonus was capped, I could have grow this 100.00$ unlimited, as it became real cash balance. No clause in their t&cs mention the opposite.

👉🏼 How can they prove that this 3000$ belongs exclusively to the bonus? (Not from the money after the wagering was done, and not from the deposit as well?)

👉🏾 When you will check my gaming history, could you please look at the exact moment I reached the 35x wagering requirement? (So after 350.00$). At this moment, you would be able to count 100$ and check if there was some winnings linked into. Then, with these potential winnings, you will see that I grow it with a lot of luck and with my deposit as well!

👉🏿 Please do not look at the 100$ they released several days later. It is supposed to be the released funds right after the wagering is done. It’s the rule in every casinos in the world, otherwise it would be so easy for the operators to confiscate winnings!

When a bonus is really limited, the funds should disappear directly from the slot and the casino account right after the wagering is done. I played in dozens of casinos and it’s instantly/automatically forfeited even during our gameplay.

To conclude, I think this is an unfair gaming situation and a bad will from them and I’m sure that the thousands Players/Readers who follows the Complaints section can feel it too.

BUT my own opinion is so irrelevant in this process, so I will let you judge by yourself 😊.

I sincerely hope that you will be of the same opinion. I demonstrated my good will and my patience during all this process with tons of novels and clear explanations.

👉🏻 From my side, I have a good will so I’m still opened to a confidential settlement with the operator of at least 50%.

I will now close my mouth and let you do your job 🤐. I’ll continue to be patient too.

Thank you so much for the precious time allowed to this case 🙏.

Have a wonderful week! 🌴

Warm Regards,

Olivier.

Dear OlivierL07,

Thank you for providing all the information. After careful evaluation, we have reached the conclusion that, in our opinion, you are not eligible to receive your winnings.

I fully agree with your point that ideally the maximum cashout should be enforced immediately once wagering requirements are completed. While this would certainly be more user-friendly, it is unfortunately not the case in this casino, and you were aware of these conditions when the rule was not applied.

Had your withdrawal request been processed after the maximum cashout rule was applied, you would have received your winnings, with your deposit treated as real-money funds. However, the withdrawal was not finalized, the funds were mixed, and the bonus conditions were still active. Therefore, the casino’s later application of the maximum cashout was considered justified, and I cannot oppose it.

I must stress once again that while this process is not user-friendly and we strongly believe that the maximum cashout should ideally be applied instantly, this is not sufficient reason for us to require the casino to ignore the rule in your case.

Given these facts, I am obliged to reject your complaint. Of course, you have every right to disagree with our decision. Since both we and the official ADR have reached the same conclusion, your only remaining option is to contact the licensing authority of the casino.

Kind regards,

Jozef