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Hello,

I completed all wagering requirements on a no-deposit bonus at Casino Extreme. My bonus balance reached $0.00, my playthrough was $0.00, and the remaining balance converted into real money totaling $2,450.73.

I then created a withdrawal request for $450, which was accepted by the system. After that, the casino suddenly voided my withdrawal and removed my entire real-money balance.

I contacted support and asked for:

– Game IDs

– Timestamps

– Bet history

– Proof of any restricted games played during the bonus

They provided no evidence and have ignored my emails for more than 72 hours.

I have screenshots showing:

– Real balance $2,450.73

– Bonus balance $0

– Playthrough balance $0

– Withdrawal confirmation

– Address confirmation

– Balance wiped afterward

– Their message claiming "restricted games played" without proof

I am requesting CasinoGuru’s assistance because the casino confiscated legitimate winnings without documentation or communication.

Thank you.

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,

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.

• Could you please send me a link or a screenshot of the no-deposit bonus you activated and played with?
• What types of games did you play while your bonus was active?
• Did you see any warnings or notifications indicating that the game you were about to play was excluded from bonus play?

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 message. I’m happy to provide more details.

• No-deposit bonus screenshot/link:

Unfortunately, I do not have a screenshot of the exact page where the no-deposit bonus appeared. It was automatically added to my account when I logged in. I did not receive a link for it.

• Games I played:

I played regular slot games that were available in the casino lobby, such as 777, Aladdin’s Wishes, Achilles, and other standard slots. All the games I played were shown as playable and were not listed as restricted.

• Warnings or notifications:

No, I did not see any warnings or notifications at all. The casino system never blocked any game or informed me that a game was restricted or not allowed for bonus play. If a game had been restricted, I would not have been able to open it.

I completed all wagering requirements as shown in my account balance, and my winnings should not have been voided. Please let me know if you need anything else from me. Thank you for your help.

Best regards,

Tonya

Hello Veronika,

I’m adding an additional screenshot that I received today from Casino Extreme. They are still sending me promotional emails and encouraging me to deposit, which shows my account is active and not restricted in any way.

I hope this extra information helps clarify my situation and supports the review of my complaint.

Please let me know if you need anything else from me.

Thank you.

Thank you for providing more information. I have reviewed the Terms and Conditions of Casino Extreme and found the following:

Tournaments, Progressive Games, 777 slots, or any Live Dealer games cannot be played with casino bonuses unless otherwise stated.

That said, we believe that if a game is excluded from bonus play, it should either not be available to players while the bonus is active or any play on such games should not count towards the wagering requirements.

• Have you made any deposits to this casino?

Hello Veronika,

Thank you for your message.

No, I have not made any deposits at Casino Extreme.

All of my gameplay and winnings came strictly from the no-deposit bonus they offered.

I only played regular slot games, and the casino did not display any warnings or restrictions saying that the games I played were excluded from bonus wagering requirements.

Thank you,

Tonya

Dear Awgius

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, Peter (peter.c@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 there,

Thank you Awgius for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Extreme for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hi Awgius,

Hi Peter,

Hope you are all well and safe,

Upon checking the player’s account, we found that she played using the welcome free chip bonus with a maximum cashout limit of $50.

The rules for the used bonus were:

NDK250FC

- Value: $250

- Wagering: 5x

- Max cash out: $50

- Allowed games: Non-Progressive Slots Only (excluding 777)

- No Max Bet Per Hand

- Balance Expiers 2 days after redemption

- No multiple accounts, free spins or free chips in a row allowed

After the player completed the wagering requirements, the system left $50 (the maximum cashout limit) on the balance. As we can see, the player then started the account verification process. Upon further review, we found that the player went back and forth in the verification process due to low-quality selfies and finally completed the process on December 1st.

During the verification process, the player decided to continue playing with the $50 winnings, which were eligible for withdrawal, and generated significant additional winnings and also, played with the restricted games, including progressive games (Jackpot Piñatas Deluxe, Jackpot Cleopatra’s Gold, Shopping Spree II, Megasaur) and Plinko games.

Due to gameplay violations, the excess balance (winnings above the max cashout limit) as well as the $50 max cashout winnings were voided in accordance with the Casino rules.

https://casinoextreme.eu/terms-and-conditions

7.1. General Bonus and Promotion Rules

y. Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions. The Terms of the promotion are not in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is below $1.00. Refer to the term 7.1.j.

For Peter: Gameplay and activity on the player’s account have been sent to your email.

Thank you for your understanding and patience. Please do not hesitate to reach out if you have any questions or concerns.

Kind Regards

George Moore

Casino Extreme Management

Hello Peter,

Thank you for the update and for reaching out to Casino Extreme on my behalf. I appreciate your assistance.

I would like to clarify my position. I understand that the welcome free chip bonus carried a maximum cashout limit of $50. I am not disputing the existence of that limit.

However, after completing the wagering requirements, my balance was converted to a real/withdrawable balance, and the system allowed me to continue playing without restriction or warning. The casino did not block excluded games, did not notify me that continued play would result in forfeiture, and did not immediately lock or remove the withdrawable balance.

At a minimum, I believe the $50 maximum cashout should be honored, as it was already eligible for withdrawal under the casino’s own system before any alleged violations were cited.

Retroactively voiding even the allowed $50 after wagering was completed and verification was in progress does not appear fair to the player, especially when no preventative measures or alerts were in place.

I respectfully ask for your assistance in ensuring that the minimum $50 withdrawal is paid, as this aligns with the stated bonus terms and reasonable player expectations.

Thank you for your continued support.

Kind regards,

Awgius

Hello Awgius,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank your your patience Awgius.

Dear Casino Extreme representative, It is unreasonable for restrictions to be applied if the bonus is finished. This creates a trap for players, because they are able to continue gambling but further winnings will still be subject to these limitations.

In an ideal world, we believe that once the wagering requirements of the bonus have been completed, the bonus winnings should have any win limits applied immediately and then be added to the player's real money balance. At this point, the bonus should be considered finished, and any related restrictions should no longer apply. The player should be able to withdraw the winnings or continue to play as they choose.

When winnings from a bonus are added to a player's balance, assuming the wagering has been completed and any maximum win limits have been applied, they should be considered real money and treated as such. If a player chooses to continue to play with and risk these funds, they should be entitled to any winnings they obtain, in the same way as if they had deposited the funds into the account themselves.

If for some reason this is not possible due to the platform or software used by the casino, there should at the very least be an adequate warning presented to the player at the point the wagering has been completed (for example in a pop-up message or notification).

I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!

Hi Peter,

Hope you are well and safe,

The recommended message exists, and after the player finishes the wagering requirements for the bonus, the helper message is displayed.

We agreed with your suggestion a long time ago, and this message was implemented more than two years ago. I apologize for not mentioning it in my response to the complaint. I assumed you were already familiar with it, as we have known each other for a long time and I have mentioned it in our previous conversations.

Unfortunately, the winnings cannot be returned due to the violations mentioned above. From our side, we did everything possible to inform the player about the bonus and the general rules, including the helper reminder message for double-checking.

Additionally, every player agrees to the Casino rules when opening an account. The same applies to bonuses, once a bonus is redeemed and gameplay begins, it means that the player has agreed to the specific rules of the bonus used.

I would also like to mention that the general rule regarding active bonus rules remaining in effect until a withdrawal is made for the full amount, or until a new action is initiated, was modified in coordination with the Guru team.

As a Casino, we are always willing to hear suggestions, as we constantly strive to improve. However, we also reserve the right to reject them.

Thank you for your understanding!

Kind Regards

George Moore 

Casino Extreme Management

Hello Peter,

Thank you for your continued involvement and for clearly outlining the fairness concerns in this case. I truly appreciate your efforts.

I would like to clarify that at no point did I receive or see the alleged popup or helper message that Casino Extreme claims was displayed after the wagering requirements were completed. I was never presented with any clear, unavoidable notification informing me that my balance would remain subject to bonus restrictions or confiscation if I continued playing.

After completing the wagering requirements and seeing an available balance, I reasonably believed the funds had transitioned into real money, especially since gameplay was allowed to continue without restriction or warning. I was not given a clear choice to withdraw safely, nor was I informed that continuing to play would void all winnings.

Had such a warning been clearly displayed, I would not have continued gameplay. I respectfully maintain that no adequate or visible notice was provided, and therefore the confiscation of winnings is unjustified.

Thank you again for reviewing this matter carefully. I remain hopeful for a fair resolution.

Kind regards,

Awgius

Thank you for the clarification Casino Extreme Casino representative. Unfortunately, with all the complaints we handle, information like this sometimes gets lost, so I apologize for the misunderstanding.

Dear Awgius, Unfortunately, it is an industry standard that bonus terms and conditions remain in effect until a withdrawal request is submitted. As such, any winnings accumulated after the completion of wagering requirements, but prior to submitting a withdrawal request, remain subject to the applicable maximum winnings limitation.

The casino has implemented an automated notification that is displayed once wagering requirements have been completed, which was introduced following our recommendation. While you have indicated that you did not receive this notification, there is currently no objective evidence available to substantiate this claim. As the casino has previously cooperated with us on this matter and implemented this warning in good faith, we must give due consideration to their position.

In light of the above, we are unable to assist you further and have to reject your complaint.

Thank you for your understanding.

Kind regards,

Peter