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Hello,

I would like to file a complaint against the casino Casinoandyou.com (which operates under the license of CGA / Betandyou Group) due to the unfair confiscation of my winnings.

The facts are as follows:

1. i deposited 16€ and received a 100% bonus (16€), totaling 32€ initial bankroll.

2. the rollover requirement was €560.

(3) I played legitimately and complied with the rollover in full, having wagered a total of €1046 (186% of what was required), as shown in the attached screenshots.

4 At the time I finished the rollover, my bonus balance was €1460.

(5) As soon as the bonus was converted to a real balance, the casino removed all my profit and credited only €16 to my main account.

My argument:

The casino confiscated €1444 of my legitimate winnings. At no point during the deposit or bonus activation was the information clearly and prominently displayed that the maximum conversion would be limited to only 1x the bonus amount. I find this practice predatory and misleading.

In addition, the casino displays the Casino Guru seal in its footer to convey confidence to players, but acts contrary to the principles of fair play.

I request that the casino review this conversion and credit me with the winnings, since all the betting rules have been complied with.

I attach the screenshots showing the balance of €1460 before the conversion and the final balance of €16."

Olá,

Gostaria de apresentar uma reclamação contra o casino Casinoandyou.com (que opera sob a licença da CGA / Grupo Betandyou) devido ao confisco injusto dos meus ganhos.

Os factos são os seguintes:

1. Depositei 16€ e recebi um bónus de 100% (16€), totalizando 32€ de banca inicial.

2. O requisito de aposta (rollover) era de 560€.

3. Joguei de forma legítima e cumpri o rollover na totalidade, tendo apostado um total de 1046€ (186% do necessário), conforme comprovam os prints anexos.

4. No momento em que terminei o rollover, o meu saldo de bónus era de 1460€.

5. Assim que o bónus foi convertido para saldo real, o casino removeu todo o meu lucro e creditou apenas 16€ na minha conta principal.

O meu argumento:

O casino confiscou 1444€ dos meus ganhos legítimos. Em nenhum momento, durante o depósito ou a ativação do bónus, foi apresentada de forma clara e destacada a informação de que a conversão máxima seria limitada a apenas 1x o valor do bónus. Considero esta prática predatória e enganosa.

Além disso, o casino exibe o selo do Casino Guru no seu rodapé para transmitir confiança aos jogadores, mas atua de forma contrária aos princípios de jogo justo.

Solicito que o casino reveja esta conversão e me credite os ganhos obtidos, uma vez que todas as regras de aposta foram cumpridas.

Anexo os prints que provam o saldo de 1460€ antes da conversão e o saldo final de 16€."

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Welcome Bonus T&Cs and I found this:

Once wagered, the remaining bonus funds are transferred to the customer's main account, at the moment of bonus completion, but not exceeding the initial bonus amount.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

This information isn't clear and they claim that all I have to do is rollover, which I did.

Essa informação não está clara e eles afirmam que eu só tenho de fazer o rollover, coisa que fiz.

Dear Sergiops,

Thank you for your reply.

To better assess the situation, could you please clarify the following:

• Was the bonus activated automatically after your deposit, or did you manually choose to claim it?
• Was there an option to decline the bonus before playing?
• Before activating or using the bonus, was it possible to view the bonus Terms and Conditions, including the maximum cashout/conversion rule?

If possible, please also share screenshots showing how the bonus was advertised on the casino’s website.

I look forward to your response.

Best regards,

Attila

Good afternoon, the bonus was activated automatically without me accepting it, then when it was activated it remained in the account. It wasn't possible to view the terms and conditions in any way, only the rollover issue appeared there explicitly which was fulfilled. There was a minimum limit and I basically exceeded it by double. There was no part where you could refuse the bonus.

Boa tarde, o bónus foi ativado automaticamente sem eu aceitar, depois quando foi ativado ficou na conta. Não foi possível visualizar os termos e condições de nenhuma forma, só aparecia a questão do rollover lá explícito que foi cumprido. Tinha um limite mínimo e eu ultrapassei-o a dobrar basicamente. Não existia nenhuma parte em que era possível recusar o bónus.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I replied by email. Thank you.

Respondi por email. Obrigado.

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,

Attila

If there's anything else you need to know, the casino just told me that I had to exceed the rollover amount and that after that the bonus money would be transferred to real money. That's it, then they came up with stuff that's in the site's terms and conditions, I don't know what. They don't keep their word and they cheat people, that money was already mine and I want compensation from them and I'm not even asking for all the money but a large part of it I think they should.

Se for necessário mais algo podem dizer, o casino enganou-me apenas me informou que tinha de ultrapassar valor do rollover e que depois disso o dinheiro do bónus passaria para o dinheiro real. Foi apenas isso, depois é que vieram com coisas que estão nos termos e condições do site não sei que. Não são de palavra e enganam as pessoas, esse dinheiro já era meu e quero uma compensação da parte deles e já nem peço o dinheiro todo mas grande parte dele acho que deviam.

Dear Sergiops,

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 CasinoAndYou 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.