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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€."

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 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.

They won't answer and then what?

Eles não vão responder e depois como proceder?

Dear Player,

Thank you for sharing your concerns.

After reviewing your case, we would like to clarify that the bonus used was the "100% First Deposit Bonus". According to the bonus terms and conditions, the amount that can be transferred to the real balance after completing the wagering requirements is limited by the rules of this promotion.

In your case, the first deposit amount was €16. After the bonus wagering was successfully completed, the eligible amount transferred to your real balance was €16, in accordance with the bonus conditions accepted before claiming the promotion.

No winnings were confiscated outside of the bonus rules. The bonus was processed exactly as specified in the promotion terms.

We kindly ask you to review the bonus terms once again, particularly the section describing the conversion of bonus funds to real balance after wagering completion.

Should you require any further clarification, we will be happy to assist.

Best regards,

CasinoAndYou Team

Dear CasinoAndYou Team,

Could you please share a screenshot of the relevant terms with us?

Also, could you please clarify how the bonus could have been activated automatically, without the player’s consent and without giving the player the opportunity to read and accept the bonus terms and conditions beforehand?

Thank you very much in advance.

Good morning. They're just being liars, the only thing they informed you about was the rollover I went through. Those conditions they say only appeared later when it mattered.

What's the point of providing a bonus if you earn money with them fairly and then the bonus can't exceed the amount you deposit? Stop the bonuses and tell people the truth. Don't put in hidden terms and conditions and then come and say it's there and you're right, because you're not. As far as I'm concerned, the way you're going about this process, I'm not going to give up, so find another solution.

Bom dia. Estão apenas a ser mentirosos, o único que lá informaram era quanto ao rollover que passei. Essas condições que dizem so surgiram depois quando interessou que surgissem.

Para que fornecem um bónus se ganharmos dinheiro com eles de forma justa e depois os bonus nao podem passar do valor que depositamos? Acabem com os bónus e digam ás pessoas a verdade. Não é meterem termos e condições escondidos para depois virem dizer que está lá não sei onde e que tem razão, porque não tem. Quanto a mim, da forma que vocês estão a levar este processo eu não vou desistir, portanto vejam lá outra solução.

Dear Casino Guru Team,

Thank you for your message.

Please find attached the screenshots of the relevant Welcome Bonus terms and conditions.

We would like to clarify that the bonus in question was the 100% First Deposit Bonus, which is part of the CasinoAndYou Welcome Bonus package.

The promotion rules clearly explain how the bonus is credited:

"The bonus will be credited automatically after you make a deposit…"

However, automatic crediting does not mean that the bonus is applied without the player’s consent. The same terms clearly state that, before making a deposit, the player must agree to receive casino bonuses either in the account settings or directly on the Deposit page:

"Before you make a deposit, you must ensure that you have agreed to receive casino bonuses either in your account settings in My Account, or directly on the Deposit page."

Therefore, the bonus is credited automatically only after the player meets the promotion requirements and has agreed to receive casino bonuses.

In this case, the player made a first deposit of €16. According to the Welcome Bonus rules, the first deposit bonus is 100%, which means the player received a €16 bonus.

The rule regarding the transfer of bonus funds after wagering is also clearly stated in the same terms:

"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."

Accordingly, after the wagering requirements were completed, €16 was transferred to the player’s main balance, which corresponds to the initial bonus amount and is fully in line with the published promotion terms.

We would also like to draw attention to the following rule:

"By participating in this promotion, you confirm that you have read and accepted its terms and conditions."

The Welcome Bonus terms are publicly available on our website and can be reviewed by players before participating in the promotion.

For this reason, we respectfully disagree with the player’s statement that the winnings were unfairly confiscated. The player’s bonus balance was processed strictly according to the applicable Welcome Bonus terms and conditions.

We kindly remind the player that bonus promotions are always governed by specific rules, including wagering requirements, eligibility criteria, and conversion limits. Players should carefully review the applicable terms before participating in any promotional offer.

Best regards,

CasinoAndYou Team

Greetings, all.

Thank you, CasinoAndYou, for providing all the information and the evidence about this case.

Dear Sergiops,

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.