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First of all, I would like to clarify that this complaint is not intended to dispute the winnings obtained from the Free Spins bonus. My sole objective is to recover the amounts won with real money, which had already been earned and were already in the process of being withdrawn even before the bonus was activated.

On the day in question, I made a deposit of approximately R$ 701.00 and began playing using only my real money balance. After a few bets, I made a profit and requested a withdrawal of R$ 3,000.00. Later, I decided to cancel that withdrawal to continue playing.

I continued betting exclusively with my real money, increased my winnings, and then requested two new withdrawals: one in the amount of R$ 3,500.00 at 11:59 a.m., and another in the amount of R$ 3,290.00 at 12:25 p.m. After these requests, my balance was practically zero, since the entire available amount had already been set aside for withdrawal.

Only after these two withdrawals were already pending, at 12:26 p.m., did I activate a promotional bonus of 100 Free Spins on the game Bonsai Gold 2: Age of Prosperity. With this bonus, I won R$ 2,058.42.

After finishing the bonus, I took a break for lunch. I did not request a withdrawal of the R$ 2,058.42 because I intended to continue playing later. However, when I returned to the platform, I found that both withdrawal requests had been canceled and that virtually my entire account balance had been confiscated. CoinCasino’s transaction history shows a deduction of R$ 8,848.42 at 2:55 p.m., an amount far greater than the R$ 2,058.42 earned from the bonus.

Later, I received an email from CoinCasino stating that I had exceeded the maximum allowed bet limit during the bonus period and that, for this reason, the bonus winnings had been voided.

However, CoinCasino itself states in the email:

"The winnings associated with the bonus were initially voided in accordance with our Bonus Terms and Conditions."

In other words, the justification provided by the company itself is that only the winnings associated with the bonus would be voided.

This is precisely where the problem lies.

CoinCasino did not just confiscate the R$ 2,058.42 from the bonus. It also canceled my two withdrawal requests for R$ 3,500.00 and R$ 3,290.00—amounts earned before the bonus was activated, exclusively from bets placed using my own real money.

The withdrawal requests were already in place when the bonus began. This means that these amounts cannot be considered "bonus-related winnings," as they had already been earned and set aside for withdrawal even before the promotion began.

Even if CoinCasino believes there was a violation of the Bonus Terms, this alleged violation occurred while using the bonus, not during bets placed earlier with real money.

To my understanding, no clause in the Bonus Terms can be interpreted in a way that authorizes the confiscation of legitimate winnings obtained with real money prior to the activation of the promotion. An interpretation to that effect would allow any operator to use a violation occurring in connection with a bonus to appropriate funds that have no relation to it, which I consider incompatible with the basic principles of good faith, proportionality, and transparency.

If CoinCasino believes that the amounts of R$ 3,500.00 and R$ 3,290.00 also originated from the bonus, I request that it provide a detailed calculation, bet by bet and transaction by transaction, showing exactly how it reached that conclusion. To date, no technical or financial explanation has been provided to justify the cancellation of these withdrawals.

To facilitate the review of this complaint, I am attaching three documents that document the entire chronology of events:

Antes de tudo, gostaria de esclarecer que esta reclamação não tem como objetivo discutir os ganhos obtidos com o bônus de Free Spins. Meu objetivo é exclusivamente recuperar os valores conquistados com dinheiro real, que já haviam sido ganhos e já estavam em processo de saque antes mesmo da ativação do bônus.

No dia dos fatos, realizei um depósito de aproximadamente R$ 701,00 e comecei a jogar utilizando apenas meu saldo real. Após algumas apostas, obtive lucro e solicitei um saque de R$ 3.000,00. Posteriormente, decidi cancelar esse saque para continuar jogando.

Continuei apostando exclusivamente com meu dinheiro real, aumentei meus ganhos e, em seguida, solicitei dois novos saques: um no valor de R$ 3.500,00, às 11:59, e outro no valor de R$ 3.290,00, às 12:25. Após essas solicitações, meu saldo ficou praticamente zerado, pois todo o valor disponível já estava reservado para saque.

Somente depois que esses dois saques já estavam pendentes, às 12:26, ativei um bônus promocional de 100 Free Spins no jogo Bonsai Gold 2: Age of Prosperity. Com esse bônus obtive um ganho de R$ 2.058,42.

Após terminar o bônus, fiz uma pausa para almoçar. Não solicitei o saque dos R$ 2.058,42 porque pretendia continuar jogando mais tarde. No entanto, quando retornei à plataforma, constatei que os dois saques haviam sido cancelados e que praticamente todo o saldo da minha conta havia sido confiscado. O histórico da CoinCasino registra uma dedução de R$ 8.848,42 às 14:55, valor muito superior aos R$ 2.058,42 obtidos no bônus.

Posteriormente, recebi um e-mail da CoinCasino informando que eu teria ultrapassado o limite máximo de aposta permitido durante o bônus e que, por esse motivo, os ganhos do bônus teriam sido anulados.

Entretanto, a própria CoinCasino afirma no e-mail:

"The winnings associated with the bonus were initially voided in accordance with our Bonus Terms and Conditions."

Ou seja, a justificativa apresentada pela própria empresa é de que apenas os ganhos associados ao bônus seriam anulados.

É justamente aqui que está o problema.

A CoinCasino não confiscou apenas os R$ 2.058,42 provenientes do bônus. Ela também cancelou meus dois pedidos de saque de R$ 3.500,00 e R$ 3.290,00, valores conquistados antes da ativação do bônus, exclusivamente com apostas realizadas utilizando meu dinheiro real.

Os pedidos de saque já existiam quando o bônus foi iniciado. Isso significa que esses valores não podem ser considerados "ganhos associados ao bônus", pois já haviam sido conquistados e separados para retirada antes mesmo do início da promoção.

Mesmo que a CoinCasino entenda que houve uma violação dos Termos do Bônus, essa suposta infração ocorreu durante a utilização do bônus, não durante as apostas realizadas anteriormente com saldo real.

Na minha compreensão, nenhuma cláusula dos Termos de Bônus pode ser interpretada de forma a autorizar o confisco de ganhos legítimos obtidos com dinheiro real antes da ativação da promoção. Uma interpretação nesse sentido permitiria que qualquer operadora utilizasse uma infração ocorrida em um bônus para se apropriar de valores que não possuem qualquer relação com ele, o que considero incompatível com os princípios básicos de boa-fé, proporcionalidade e transparência.

Se a CoinCasino entende que os valores de R$ 3.500,00 e R$ 3.290,00 também possuem origem no bônus, solicito que apresente um cálculo detalhado, aposta por aposta e transação por transação, demonstrando exatamente como chegou a essa conclusão. Até o momento, nenhuma explicação técnica ou financeira foi fornecida para justificar o cancelamento desses saques.

Para facilitar a análise desta reclamação, estou anexando três documentos que comprovam toda a cronologia dos fatos:

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the exact timeline of the Free Spins bonus, including when it was activated, completed, and when the bonus winnings were credited? If possible, please attach a screenshot of your bonus history.
• Did the casino explain why your pending withdrawals were canceled, or did it only state that the bonus winnings were voided?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Are you aware of having breached the max bet rule?

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,

Attila

The point I consider most important in this complaint is the one shown in Attachment 1 (Transaction History).

There, you can see that I requested a withdrawal of R$ 3,500.00 at 11:59 a.m. and another of R$ 3,290.00 at 12:25 p.m. Then, as shown in Attachment 2, the 100 Free Spins bonus was not activated until 12:26.

Unfortunately, I am unable to obtain further information about this bonus, as CoinCasino does not provide a detailed history of the promotion. What I can confirm is that I claimed the bonus as usual, met all the required conditions, and, throughout the entire process, at no point did the platform block any bets, prevent me from betting a certain amount, or display any warning that I was violating the maximum bet rule. The bonus was completed normally, and the winnings were converted by CoinCasino itself into real balance.

At the end of the bonus, I had earned R$ 2,058.42 in winnings.

When I returned to the platform at 2:55 p.m., CoinCasino did not simply confiscate the R$ 2,058.42 from the bonus. It first canceled my two pending withdrawals, returned those amounts to my account balance, and then confiscated everything in a single transaction.

This is evident because the deduction amount recorded in the transaction history is exactly R$ 8,848.42, which corresponds to the sum of:

R$ 3,500.00 (first canceled withdrawal);

R$ 3,290.00 (second withdrawal canceled);

R$ 2,058.42 (winnings from the Free Spins).

R$ 3,500.00 + R$ 3,290.00 + R$ 2,058.42 = R$ 8,848.42.

In my view, the attached documents clearly show that the two withdrawals were already in place even before the bonus was activated. Even if CoinCasino believes I violated some rule during the promotion, that does not justify canceling withdrawals from winnings earned with real money before the bonus began.

I consider this measure to be completely disproportionate and abusive. CoinCasino used an alleged violation that occurred during the bonus period to cancel two withdrawals that were already pending, return those amounts to my account balance, and confiscate the entire sum in a single deduction. In practice, my real-money winnings were treated the same as bonus winnings, even though they were earned before the promotion and are unrelated to it.

It is precisely for this reason that I request a review of this decision and the refund of R$ 6,790.00 corresponding to the two withdrawals from my real-money winnings.

O ponto que considero mais importante nesta reclamação é o que demonstra o Anexo 1 (Histórico de Transações).

Nele é possível verificar que solicitei um saque de R$ 3.500,00 às 11:59 e outro de R$ 3.290,00 às 12:25. Em seguida, conforme demonstra o Anexo 2, somente às 12:26 foi iniciado o bônus de 100 Free Spins.

Infelizmente, não consigo obter mais informações sobre esse bônus, pois a CoinCasino não disponibiliza um histórico detalhado da promoção. O que posso afirmar é que realizei o bônus normalmente, cumpri todos os requisitos exigidos e, durante toda a sua execução, em nenhum momento a plataforma bloqueou qualquer aposta, impediu que eu apostasse determinado valor ou exibiu qualquer aviso de que eu estaria violando a regra de aposta máxima. O bônus foi concluído normalmente e os ganhos foram convertidos pela própria CoinCasino em saldo real.

Ao final do bônus, obtive R$ 2.058,42 em ganhos.

Quando retornei à plataforma, às 14:55, a CoinCasino não confiscou apenas os R$ 2.058,42 provenientes do bônus. Ela primeiro cancelou os meus dois saques pendentes, devolveu esses valores ao saldo da conta e, em seguida, confiscou tudo em uma única operação.

Isso fica evidente porque o valor da dedução registrada no histórico é exatamente R$ 8.848,42, que corresponde à soma de:

R$ 3.500,00 (primeiro saque cancelado);

R$ 3.290,00 (segundo saque cancelado);

R$ 2.058,42 (ganhos obtidos com as Free Spins).

R$ 3.500,00 + R$ 3.290,00 + R$ 2.058,42 = R$ 8.848,42.

Na minha visão, os documentos anexados demonstram claramente que os dois saques já existiam antes mesmo da ativação do bônus. Mesmo que a CoinCasino entenda que eu tenha violado alguma regra durante a promoção, isso não justifica o cancelamento de saques provenientes de ganhos obtidos com dinheiro real antes do início do bônus.

Considero essa medida totalmente desproporcional e abusiva. A CoinCasino utilizou uma suposta infração ocorrida durante o bônus para cancelar dois saques que já estavam pendentes, reincorporar esses valores ao saldo da conta e confiscar todo o montante em uma única dedução. Na prática, meus ganhos obtidos com dinheiro real receberam o mesmo tratamento dado aos ganhos do bônus, embora tenham sido conquistados antes da promoção e não possuam relação com ela.

É justamente por esse motivo que peço a revisão desta decisão e a restituição dos R$ 6.790,00 referentes aos dois saques provenientes dos meus ganhos com dinheiro real.

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Samuel (samuel.s@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

Dear lucas.ferreiracampos,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Coincasino.com to join this conversation. Their input should help us move the case forward more efficiently.

Dear Coincasino.com,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lucas.ferreiracampos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel