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Good day,

I received 250 free spins as part of a promotion and won approximately €12-18 from them.

After the free spins ended, I continued playing normally and then placed sports bets. At no point was an active bonus visible, there were no displayed wagering requirements, and no restrictions on betting or submitting a withdrawal request.

With these funds I made further profits through sports betting and reached a balance of approximately €300, which I have requested to be paid out.

After submitting a withdrawal request, the casino manually deducted €300 from my account, stating that it was entirely free spin winnings and that a withdrawal limit of €100 applied.

My position is:

Only about €12–18 comes directly from the free spins.

There was no active bonus stored in the system.

Sports betting was fully possible, which is usually not allowed with bonus money.

The balance was treated as real money until the withdrawal request was submitted; only after that was a manual correction made.

Even according to the casino's own rules, I did not receive the allowed €100 from the free spins, as the payout was made from my deposit.

I consider the deduction of €300 to be unlawful and opaque and demand the repayment of this amount.

I can gladly provide you with further evidence, including screenshots.

Guten Tag,

Ich habe 250 Freispiele im Rahmen einer Promotion erhalten und daraus ca. 12–18 € gewonnen.

Nach dem Ende der Freispiele habe ich normal weitergespielt und anschließend Sportwetten platziert. Es war zu keinem Zeitpunkt ein aktiver Bonus sichtbar, es gab keine angezeigten Umsatzbedingungen und keine Einschränkungen beim Wetten oder beim Stellen eines Auszahlungsantrags.

Mit diesen Geldern habe ich durch Sportwetten weitere Gewinne erzielt und ein Guthaben von ca. 300 € erreicht, das ich zur Auszahlung beantragt habe.

Nach dem Auszahlungsantrag wurden mir 300 € manuell vom Casino abgezogen mit der Begründung, es handle sich vollständig um Freispiele-Gewinne und es gelte ein Auszahlungslimit von 100 €.

Meine Position ist:

Direkt aus den Freispielen stammen lediglich ca. 12–18 €.

Es war kein aktiver Bonus im System hinterlegt.

Sportwetten waren vollständig möglich, was mit Bonusgeld üblicherweise nicht erlaubt ist.

Das Guthaben wurde bis zum Auszahlungsantrag als Echtgeld behandelt, erst danach erfolgte eine manuelle Korrektur.

Selbst nach den eigenen Regeln des Casinos habe ich die erlaubten 100 € aus den Freispielen nicht erhalten, da die Auszahlung aus meiner Einzahlung erfolgte.

Ich halte den Abzug der 300 € für unrechtmäßig und intransparent und fordere die Rückzahlung dieses Betrags.

gerne habe ich noch weitere Beweise Screenshots für sie bereit.

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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 negative experience with CasinOK Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot or a link to the promotion and its specific bonus rules?
• Could you please share with me the communication with the casino regarding the justification for withholding winnings from you?
• Were the free spins a bonus that required you to make a real money deposit?
• Share screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

So, I sent the email.

All evidence, including my correspondence with support, is attached.

so ich habe die Mail rausgeschickt.

Im Anhang stehen alle Beweise inklusive meinem Schriftverkehr mit dem Support

Hello Freemen123,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Freemen123,

• Did the bonus require you to complete wagering requirements?
• Did you complete verification of your identity in the casino?

Please let me know.

I sent them the screenshot of the bonus via email.

I won almost 18 euros from the free spins, which were immediately declared as real money.

Then I had a win that increased my account to €100. Afterwards, I reached €300 through sports betting (see PDF) email.

As required by the casino, I made a deposit and verified my identity before the withdrawal.

Ich habe ihnen den Screenshot des Bonuses per email geschickt.

Aus den Freispielen habe ich knapp 18euro gewonnen gehabt , welche direkt als echtgeld deklariert wurden.

darauf hin gab es einen Gewinn der mein Konto auf 100€ aufgestockt hat . Anschließend bin ich mit Sportwetten auf 300 Euro gekommen(siehe pdf) email .

Ich habe wie vom Casino gefordert vor der Auszahlung eine Einzahlung getätigt und mich verifiziert.

Dear Freemen123,

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, Matej (matej@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,

Tomas

Hello Freemen123,

I am sorry for the delayed answer, I was participating at the conference.

It is sad to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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 was hoping you would help me get my money back.

Ich habe gehofft, ihr helft mir mein Geld zurück zu erlangen

Dear team and player,

Thank you for your patience.

We would like to clarify the situation regarding the free spins bonus used by the player. According to our Bonus Terms & Conditions, the maximum withdrawable winnings from free spins are limited to €100.

Additionally, in order to withdraw any winnings obtained from free spins, the player must make a minimum qualifying deposit of €20. This requirement is mandatory and clearly stated in the bonus rules.

In this case, the player’s winnings exceeded the allowed maximum from free spins. Therefore, the balance was adjusted in accordance with our terms, leaving the maximum allowable amount of €100, which can be withdrawn after completing the minimum deposit requirement.

We believe the actions taken were fully compliant with our published rules and were applied fairly.

Should the player complete the required €20 deposit, they will be able to request a withdrawal of the remaining eligible balance.

Kind regards,

CasinOK Casino Team

That's complete nonsense! I have screenshots and proof that you wrongfully withheld €300 from me! And after my €20 deposit, you paid me €100, which was earned from that €20 deposit! So you didn't even pay me the €100! Ridiculous. I have everything in writing, including your terms and conditions. No casino is allowed to declare bonus money as real money, which you have made perfectly clear in this case.

Das ist völliger Unsinn! Ich habe die Screenshots und Beweise das ihr mir unrechtens 300 Euro eingezogen habt! Und nach meiner 20 Euro Einzahlung habt ihr mir 100 Euro ausgezahlt, welche aus 20 Euro erworben wurden! Also habt ihr mir nichtmal die 100€ ausgezahlt! Lächerlich. Ich habe alles schwarz auf weiß inklusive eurer agb . ES DARF IN KEINEM CASINO bonusgeld als echtgeld deklariert werden, was ihr in diesem Fall klar gemacht habt

I would like to add that the winnings from the free spins amounted to 18 euros.

I then achieved these large sums through sports betting.

And according to gambling law, it's not permitted to use casino bonuses for sports betting. So, this already involved real money. You're completely contradicting yourselves. This was also evident in the email correspondence.

Hier möchte ich hinzufügen, dass der Gewinn aus den freispielen 18 Euro betrug.

die hohen Summen habe ich dann mittels Sportwetten erzielt .

und laut Glücksspielgesetz ist es nicht erlaubt, mit casinobonus sportwetten zu betreiben . Also hat es sich dabei bereits um echtgeld gehandelt. Ihr widerspricht euch komplett . Das wurde auch im Emailverkehr ersichtlich .

Dear Casino Team,

Please provide the player's game log and any supporting evidence. (matej@casino.guru)

Hello

Provided the required evidence

Dear Casino Team,

Thank you very much for your response. However, in this case, I require additional evidence, as specified in our communication.

I appreciate your cooperation and look forward to your reply.

Dear Freemen123 and the Casino Team,

I have reviewed the logs provided by the casino. Please correct me if I am mistaken, but according to the terms, all free bonus spins come with a 35x wagering requirement. Is that correct?

If so, Freemen123 finished the free spins with winnings of USD 10.7146. After playing slots and later placing several sports bets, the same pattern continued the following day.

The key point here is that the wagering requirement was completed during the sports bets on the second day. At that time, the balance was 268.5, and five additional bets were placed after the wagering had already been fulfilled.

The €20 deposit was made after the wagering requirement had been completed and before the application of the winnings cap.

Based on this information, it appears that the casino is correct in this case.

This is all complete nonsense. The casino's terms and conditions state that casino bonuses cannot be used for sports betting. So why was it possible?

But let's leave it at that.

I'll accept it then, and that's that. I know I'm in the right. How could I have requested multiple withdrawals with bonus money?

You're all faking everything here to make it fit.

Also das ist hier alles totaler Quatsch. In den agbs sagt das Casino, dass Bonusse im Casino nicht mit Sportwetten gespielt werden können. Warum ging das dann?

Aber lasst gut sein .

nehme ich dann so hin und gut ist. Ich weiß das ich im recht bin . Wie hätte ich den mit bonusgeld mehrmals Auszahlungen beantragen können?

ihr mogelt euch hier alles so zurecht das das passt.

There were no sales requirements here!

Hier waren keine Umsatzanforderungen!

Dear Freemen123,

I verified whether casino bonuses can be used for sports betting, and the support team confirmed that they can.

I also reviewed the game logs and the applicable terms. When you won $10 from the free spins, you were required to meet a 35x wagering requirement before being eligible to withdraw. This means you needed to place bets totaling $350.

Once the wagering requirement was completed, you became eligible to request a withdrawal. However, the maximum winnings rule always applies after the wagering is fulfilled. In some cases, the cap is applied automatically immediately after the wagering is completed, and in other cases, it is applied at the time of the withdrawal request.

In your situation, this timing would not have made a significant difference, as your balance was similar both at the moment the wagering was completed and when the casino applied the winnings cap.

I’m very sorry, but based on the information available, there is not much that can be done in this case.

Thank you for your efforts and sorry for the inconvenience, dear Casinok team. Please explain your actions to customers in the future so that such situations can be avoided.

—close—-

Danke für die Bemühungen und sorry für die Umstände liebes Casinok Team . Bitte erklären sie Kunden künftig ihre Handlungen damit sowas künftig vermieden werden kann.

—close—-

Dear Freemen123,

I apologize for not mentioning one important detail earlier. The casino incorrectly capped your balance at $100, even though it already included your $20 deposit.

The correct capped amount should therefore have been $120.

Dear Freemen123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What else can I say?

Was soll ich den hier noch sagen

Please confirm that you have received the $120 from the casino.

I didn't receive a single cent of the money. Only my initial deposit was deducted, not the money earned from the free spins.

ich habe keinen Cent von den Geld erhalten. Lediglich von meinem Einsatz der Einzahlung von dem umgesetzten Geld nicht aus den freispielen wurde alles abgezogen

Dear Freemen123,

After the casino capped your winnings, your balance should have been $120. Could you please confirm whether this was the amount left in your account?

Also, have you withdrawn this balance?

No! No, the account balance was subsequently €0.00!

The payout came about through my payment and has nothing to do with the limit or anything else.

All the money was retained from the free spins. As stated above.

Nein! Nein Kontostand betrug anschließend 0,00€!

Die Auszahlung kam durch meinen eine Zahlung zustande, und hat nichts mit der Begrenzung odersonst etwas zutun.

das ganze Geld wurde von den freispielen eingehalten. Wie oben gesagt.

Dear Casino Team,

Could you please check what happened? After the wagering was successfully completed, Freemen123’s balance should be 120 (100 from the free spins winnings + 20 from his deposited amount).

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.

Dear Freemen123,

The casino has provided evidence that on 19.11.2025, after several unsuccessful withdrawal attempts, you successfully withdrew 0.00127978 BTC, which was equivalent to approximately 120 USD at that time.

The payout came from my deposit winnings!!! I didn't receive a single cent from the free spins. How many times do I have to ask?

DIE AUSZAHLUNG STAMMT VON MEINEM EINZAHLUNGS GEWINN !!! Ich habe keinen Cent von den freispielen erhalten wie oft noch man

Dear Freemen123,

Thank you for your patience while we reviewed your case. After carefully going through the game log, here is a summary of what happened:

17 November 2025 — You claimed a free spins bonus and won $10. This triggered a 35x wagering requirement that needed to be completed before any withdrawal could be processed.

18 November 2025 — Your balance grew to approximately $300. During this time, you made four withdrawal attempts, all of which were unsuccessful — three before your deposit and one after.

18 November 2025 at 23:19 — The casino adjusted your balance to $120, as the funds were traced back to the original free spins win and the associated wagering requirement.

19 November 2025 — You successfully withdrew the $120.

The key issue here is the origin of your winnings. The balance you accumulated can be traced back to the $10 win from the free spins bonus, which carried a 35x wagering requirement. While you did make a deposit and place additional bets, this did not change the origin of the funds or remove the bonus conditions attached to them.

We understand this may not be the outcome you were hoping for, but based on our review of the game log, the casino acted within the terms of the bonus. We are therefore unable to support your complaint in this instance.

We are sorry we could not bring you a more favourable result this time.

NO!

The casino has completely frozen the 300 euros.

The 120 euros come from my 20 euro deposit and the sports betting.

They have nothing to do with it!

NEIN!

das Casino hat die 300 Euro komplett eingefroren.

die 120 Euro stammen von meiner 20 Euro Einzahlung und den Sportwetten.

die haben damit nix zu tun!

Dear Casino Team,

Could you please review the activity on Freemen123's account on 18 November 2025, specifically between 21:54 and midnight?

The player has indicated that funds were deducted from their account during this period, and I would like to investigate this further. I should also mention that I have noticed what appears to be a potential time shift between the transaction logs and the game logs, which is making it difficult to piece together an accurate timeline of events. Could you please clarify whether the timestamps in both logs are recorded in the same time zone, and if not, what the offset is?

Thank you for your assistance.

I already sent them all of that by email as a PDF attachment. It contains my log and details of how the amounts were accumulated, including the fact that the €300 were completely frozen and that I won the €120 on my own with the €20 sports bets. The €300 was not adjusted. As mentioned above, it was completely withheld and frozen.

Das habe ich ihnen doch alles ebenfalls per Email und Anhang gesendet als pdf Datei. Da ist mein Protokoll und ebenfalls die jeweiligen Summen wie diese zusammengekommen sind inklusive das die 300 Euro komplett eingefroren worden sind und ich die 120 Euro parallel alleine mit den 20 Euro Sportwetten gewonnen habe. Da wurde die 300 Euro nicht angepasst. Wie oben erwähnt die wurden komplett einbehalten und eingefroren .

Dear Freemen123,

Could you please check your account? It seems that the casino has already resolved the situation.

I received €100 as compensation. Thank you.

Ich habe 100€ erhalten als Entschädigung. Dankeschön.

I will let you know when the payment is complete.

Wenn die Auszahlung abgeschlossen ist gebe ich Bescheid

The money was paid out.

The case can be closed.

Thanks to the Casinoguru team for their help.

das Geld wurde ausgezahlt.

der Fall kann geschlossen werden.

danke an das Team von Casinoguru für die Hilfe.

Dear Freemen123,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru