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Good evening,

I won 900€ after winning a bonus in this casino and fulfilling the bonus Wager, the payment was processed and an email was sent to me asking for bank details so that they could pay me on 18/12/2025, this first bonus was from advent. Then through the loyalty program I bought a box with my points that gave me another bonus with which and after fulfilling the requirements I won 399€ in the end, the latter was not processed since in the meantime I received another email from the casino saying that the maximum amount of bonus winnings was apparently 20€, that's what they left in my account. I've already made several deposits at this casino, checked them out and even won another €700 through a bonus which was paid out to me. To me this is theft. If you don't want to give bonuses, don't give them, but to give a bonus with requirements that I have met and then steal the money is unacceptable. I will go to any lengths to deal with this situation and I would be grateful for your help and also for you to please tell me who I can contact in this case other than you to complain! I always followed Wagger's requirements until the money became real, and I already won the money after that, this is a theft for me, people get lucky and then don't want to pay, thank you

Boa noite,

ganhei 900€ depois de ganhar um bónus neste casino e cumprir o Wager do bonus, o pagamento chegou a ser processado e foi-me enviado um email a pedir os dados bancários para que me pudessem pagar no dia 18/12/2025, este primeiro bonus foi do advento. Depois através do programa de fidelidade comprei com os pontos uma caixa que me deu um outro bonus com o qual e depois de cumprir os requisitos ganhei no final 399€, este último não chegou a ser processado visto que entretanto recebi um outro mail do casino a dizer que o montante máximo de ganho de bónus era pelos vistos 20€, foi o que me deixaram na conta. Já efetuei vários depósitos neste casino, fiz verificação e inclusive ganhei outros 700€ através de um bónus o qual me foi pago. Para mim isto é um roubo. Se não querem dar bonus não deem, agora darem um bónus com requisitos que eu cumpri e depois roubarem o dinheiro é que não pode ser. Irei até às últimas consequências com esta situação e agradecia a vossa ajuda e também que digam por favor a quem me posso dirigir neste caso para além de vos para reclamar! Acompanhei sempre os requisitos de Wagger até o dinheiro se tornar real, e já ganhei o dinheiro depois disso, isto para mim é um roubo, as pessoas tem sorte e depois não querem pagar, obrigado

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Dear NGamas77,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing regarding the unpaid winnings and the sudden limitation applied by the casino.

Before we proceed with contacting the casino, I would like to clarify a few points to make sure we fully understand the situation:

• You mentioned winning €900 from the Advent bonus and €399 from the loyalty program bonus. Did both bonuses have clearly stated terms and conditions at the moment you activated them?
• Could you please confirm whether both of the current bonuses were completed and fully wagered before the casino reduced your balance?
• If possible, can you send us the full terms and conditions of both bonuses (either screenshots or a link) so we can review the rules related to max cashout? You can upload them here or forward them to petronela.k@casino.guru.
• One more clarification, please: the disputed amount shows €1,399 — could you confirm how you calculated this? Is this the sum of €900 + €399, or does it also include other winnings or deposits? We want to ensure we understand exactly what amount you are contesting.

Your cooperation in providing these details will help us investigate and work towards a resolution. Having a clear overview of the conditions and communication will allow us to assess whether the casino acted according to its own terms or not.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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.

Good morning, the calculation is wrong, it was 1299, I apologize for that, in the meantime they have returned the €399 of the second bonus and apologized. The only terms and conditions I can find are the general ones, I've asked casino support several times but the only thing they tell me is that in the advent bonus I can only win €20 although I don't see that written anywhere.

In the advent bonus I fully complied with the rollover and the payment was even processed according to the email I sent as an attachment on 19/12, they then went back and sent a new email saying that they would not pay since with that bonus I could only win €20, I also sent it as an attachment. As they returned €20 of the bonus the amount that is missing is €880. Thank you for your help.

Bom dia, o cálculo está errado, era 1299, peço desculpa por isso, entretanto eles devolveram os 399€ do segundo bónus e pediram desculpa. Os únicos termos e condições que encontro são os gerais, já pedi várias vezes ao suporte do casino mas a única coisa que me dizem é que no bonus do advento só podia ganhar 20€ embora eu não veja isso escrito em lado nenhum.

No bonus de advento eu cumpri totalmente com o rollover e o pagamento chegou inclusive a estar processado conforme email que enviei em anexo no dia 19/12, eles depois voltaram atrás e mandaram novo email a dizer que não pagavam visto que com aquele bónus apenas podia ganhar 20€, enviei em anexo também. Como eles devolveram 20€ do bonus a quantia que está em falta são 880€. Obrigado pela vossa ajuda.

Hi NGamas77,

Thank you for the clarification — it is helpful to know that the €399 was returned and that the remaining disputed amount now concerns the Advent bonus (€880).

To proceed, I would like to clarify one more important detail:

How exactly was the Advent bonus activated?

• Was this bonus publicly available on the website for all players (for example on a promotions page or advent calendar) or did you receive it individually through email, live chat, pop-up, VIP manager or another direct message?

If you still have the message, link, banner, or screenshot from the moment when the bonus was offered/activated, please upload it here or forward it to petronela.k@casino.guru.

Knowing the origin of the bonus will help us understand whether specific bonus terms (including a maximum win limit) should have been visible before you used it.

Thank you in advance for your reply.

Good morning, the bonus was public for any player, I'll send a picture of how it was on the site, after that I still activated it to see if the terms and conditions were there, but even in the Live chat when I asked about the terms and conditions of this bonus the link they sent was to the general terms of the bonus. Also in one of the last mails they sent me they said I can't abuse the bonus, but I've made several deposits at the casino before and if the bonus is there, what am I supposed to do, look at it and think, wait it's not for me, am I abusing it?!!!

Bom dia, o bónus era público para qualquer jogador, vou enviar foto de como estava no site, depois disto ainda o ativei para ver se constavam os termos e condições, mas mesmo no Live chat quando perguntei sobre os termos e condições desse bonus o link que enviaram foi para os termos gerais do bonus. Também num dos últimos mails que me enviaram dizem que não posso abusar do bonus, mas já fiz vários depósitos no casino anteriormente e se o bónus está lá, o que é suposto eu fazer, olhar e pensar, espera não é para mim, estou a abusar??!!

Hi NGamas77,

Thank you very much for your cooperation and for providing these details. I’m sorry to hear that this situation has been so frustrating, especially given that the bonus was publicly available and you were unable to locate any specific terms stating a maximum win limit.

Before we reach out to the casino, I would like to clarify and collect a few final details:

• When you activated the Advent bonus, can you please confirm whether there was any information or banner at that moment that mentioned a maximum cashout limit, restricted withdrawal amount, or any similar rule? Even a screenshot of how it looked on the page would be extremely helpful.
• If a full game history export is available, you can forward it to petronela.k@casino.guru.
• Just to confirm, the current disputed amount is €880, which you believe should be paid out from the Advent bonus winnings — is this correct?

Thank you in advance for your reply.

Good morning, there was nothing to say about the maximum amount I guarantee, when I went to the advent bonus the only thing that appeared was a Half every 24 hours that gave some bonuses in spins or money, there was nothing that referred to the specific terms and conditions of that bonus, and whenever I asked for those terms and conditions either by live chat or by email, they never gave them to me, they only indicated the general terms and conditions that are on the site!

There is a history but it is not available for export, what I can do is take a picture if you tell me the period you want to know.

Yes, what's missing is €880 that they took, they only left €20.

Thanks for your help, have a good one and a Happy New Year.

Bom dia, não havia nada a falar no montante máximo garanto, quando ia para o bónus do advento a única coisa que aparecia era uma Meia cada 24 horas que dava uns bónus em rodadas ou dinheiro, não havia nada que referisse os termos e condições específicas desse bónus, e sempre que perguntei por esses termos e condições fosse por chat ao vivo, fosse por mail, eles nunca me forneceram, apenas me indicaram os termos e condições gerais que estão no site!

Existe um histórico mas não está disponível para exportação o que posso fazer é tirar uma foto se me disser o período que quer saber.

Sim o que está em falta são 880€ que eles tiraram, apenas deixaram 20€.

Obrigado pela ajuda, boas entradas e um Feliz Ano Novo.

Dear NGamas77,

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.

Hello there,

Thank you NGamas77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CorgiSlot Casino 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!

Good afternoon, I know that the casino still has a few days to respond, but I would like to know what other entities can help solve the problem including regulatory entities, namely casinos licensed in Costa Rica, thank you

Boa tarde, eu sei que o casino ainda tem uns dias para responder, mas gostaria de saber que outras entidades podem ajudar a resolver o problema inclusive entidades reguladoras, nomeadamente de casinos com licença da Costa Rica, obrigado

Corgislot. Com is licensed by the curaçao gaming authority to offer games of chance in accordance with the national ordinance on games of chance. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.Cw)

In that case, who could do it?

Nesse caso quem poderia faze-lo?

Who settles the disputes in these cases?

Quem resolve as disputas nestes casos?

Dear Nuno,

Thank you for your firm position and for your continued interest in our product.

We would like to clarify that we always act in accordance with our Terms and Conditions. Therefore, no-deposit Free Spins and cash bonuses are subject to a maximum win limit, which applies to these types of promotions.

However, we acknowledge that in this case a mistake was made on our side, and some bonuses were accidentally mixed up. As a result, part of the amount was returned to your balance.

Moreover, as we fully recognize our responsibility in this situation, and as a gesture of goodwill, we have credited the funds back to your balance. These funds are fully withdrawable, and you may now proceed with a withdrawal request.

We would also like to thank Peter and Petronela for bringing this matter to our attention and for their assistance in resolving the case.

If you have any further questions or need assistance, please feel free to contact us at support@corgislot.com

Kind regards,

CorgiSlot Casino Team 🐾

Ok, sorted then, thank you all!!! Have a good year!

Ok, resolvido então, obrigado a todos!! É um bom ano!

Thank you, Nuno!

We’re glad everything is sorted now 😊

Have a great year ahead, and feel free to reach out anytime if you need assistance!

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

Dear NGamas77,

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,

Peter