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Complaint Title:

Winnings from regular play voided without reason after free spin bonus

Complaint Text:

I received a free spins bonus from this casino and won a certain amount. According to the casino’s bonus terms, the maximum withdrawal from free spins is limited to €100 – this amount was correctly applied and I accepted it.

I then continued playing with the remaining €100 balance and won €350 through regular gameplay, without violating any terms.

However, this win was completely voided without any clear explanation from the casino.

According to the casino’s own Terms and Conditions:

• Clause 13 limits only the winnings directly resulting from free spins to €100 – this condition was met.

• Clause 11 states that maximum withdrawals from bonus funds are capped at 5x the received bonus – which would be up to €500 in this case, meaning the €350 win was fully within the limit.

I did not breach any rules, and the forfeiture of the €350 is in my view completely unjustified. The support team has not provided a proper explanation despite my inquiries.

I’m requesting a fair review of the situation and hope this issue can be resolved appropriately.

Hello Heck89,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CosmicSlot Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• How much was your balance when you have finished the free spins?
• How much was your balance when you have finished the wagering requirements?

Please note that if the maximum withdrawal was 5x of the bonus balance, it means 5x of the amount you have received as bonus money once you spin the free spins.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for your quick response and for looking into my issue.

I’m happy to answer your questions:

• Yes, my account is fully verified. In fact, it has been verified since 2022 or even earlier, and I have regularly made withdrawals without any issues in the past.

• My balance after finishing the free spins was about 50€ or something. I do not reme ber anymore. After finishing the Free Games i started to wager my money.

• After completing the wagering requirements, my balance was 130€ or even more. During the game, it was adjusted to 100€ and i was notified about that which is totally fine and part of the terms.

After my Balance was cut to 100€ i started playing for a while, and finished this session with about 150€. Everything was good, no adjustment or hint from the casino.

About one Week later, i made another gambling session with my money and won about 500€ in short time. I played for a while and finished my session with a total balance of 550€ and left the casino.

One day later, support tells me that 350€ are cut off from my balance, because the max amount from free spins is just 100€.

i asked support now several times, but they are refusing me. In their terms is not clearl mentioned that a Adjusted Free Spin Amount has to be withdrawn, otherwise it is still Free Spin money, even if it was already adjusted before.

in my point of view, this is scam and a missing point in their terms.

I hope this information helps, and I look forward to your response.

Best regards,

Heck89

For further Info:

This is a support statement:

This means that any additional winnings earned using the €100 balance from free spins are still considered bonus-related, and therefore fall under this €100 cashout cap.

This is not declared once in

any terms at all.

Thank you Heck89 for all the information provided so far.

As your balance was corrected after finishing the wagering requirements, the bonus rules should no longer apply and the balance should be considered as real money.

I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much, will Stefan get in touch with me?

Vielen Dank, wird Stefan sich bei mir melden?

Hello Heck89,

I am so sorry to hear about your problem with the casino I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CosmicSlot Casino representative to join this conversation and participate in resolving this complaint.

Dear CosmicSlot Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Heck89,

According to point 12 in our Bonus T&C, the maximum withdrawal amount from FreeSpins is 100 euro.

Since you are an active player, we decided to leave you 200 euro for withdrawal.

Best regards, CosmicSlot Team

Hello Heck89,

I have reviewed the Bonus Terms & Condtions in CosmicSlot Casino and it appears that the free spins have maximum cashout of 100€. The casino is willing to allow you to withdraw 200€ as a gesture of goodwill. Can we cosnider this case as resolved?

I'll be awaiting your reply.

No, because nowhere in the terms and conditions does it state that the money won from free spins is still subject to the bonus terms and conditions after successful wagering. The amount was adjusted to €100 during play. If the money is still considered a bonus afterward and must be withdrawn, this must be clearly stated.

Nein, da in den AGBs nirgendwo steht, das Geld welches aus FreeSpins gewonnen wurde nach erfolgreichem wagern immernoch den Bonus Bedingungen unterliegt. Der Betrag wurde während des Spielens auf 100€ angepasst. Wenn das Geld danach immernoch als Bonus betrachtet wird und ausgezahlt werden muss, muss dies deutlich zu erkennen sein.

Nick from Casino Guru sees it that way too, doesn’t he?!

Nick von Casino Guru sieht das doch auch so?!

Hello Heck89,

Do I understand the situation correctly that your winnings from the free spins were already capped to 100€ and after that you made 350€?

I'll be awaiting your reply.

Exactly, I already explained the case in detail. My balance was reduced to €100. After that, I continued playing. It had already been wagered and reduced. And it was even shown in my account as real money. After that, I made a win, and it was taken away from me without my knowledge. It's not stated anywhere that the amount is still subject to the bonus terms and conditions after the adjustment. It's also not stated anywhere that the amount must be paid out, otherwise all further winnings will be forfeited.

By adjusting my balance to €100, the money is freely available. It's not legal to make another adjustment here.

Exakt, ich habe den Fall doch bereits im Detail erklärt. Mein Guthaben wurde auf 100€ reduziert. Danach habe ich weiter gespielt. Es war bereits gewagered und reduziert. Und wurde im Konto sogar als Echtgeld ausgewiesen. Danach erfolgte ein Gewinn und dieser wurde mir ohne Rücksprache genommen. Es ist nirgends vermerkt das der Betrag nach Anpassung immernoch den Bonus Bedingungen unterliegt. Es ist auch nirgends vermerkt das der Betrag ausgezahlt werden muss da sonst alle weiteren Gewinne verfallen.

Durch Anpassung meines Guthabens auf 100€ ist das Geld frei zur Verfügung. Hier ist es nicht Rechtens nochmals eine Anpassung durchzuführen.

Dear CosmicSlot Casino,

We believe that the player is eligible for the full amount unless the player receives any pop-up that states that the player needs to withdraw the funds after capping the winnings to 100€. Did the player receive any such pop-up?

I'll be awaiting your reply.

Dear Heck89,

We would like to clarify a few important points regarding your account:

1) As previously mentioned, you had €200 available for withdrawal as part of your loyalty bonus, not €100.

2) We confirm that we’ve received your request to close your account, and it has now been successfully closed. Please note that no further deposits or withdrawals can be processed on a closed account.

3) If you choose to officially request the reopening of your account, we are prepared to credit an additional €350 to your bonus balance. This amount will be subject to a 1x wagering requirement, along with our standard bonus terms — including a maximum withdrawal of 5x the bonus amount.

4) As per our Terms and Conditions, the maximum withdrawal from Free Spins is capped at €100. By creating an account on our platform, you confirmed that you had read and agreed to these terms. Therefore, we are not obligated to provide additional reminders via pop-ups or other methods regarding these limits.

Best regards,

The CosmicSlot Team

I Agree, how can i receive this Bonus?

Dear Stefan,

A player contacted us with a request to reopen an account and he was credited with the promised bonus.We also notified him via email.

Thank you and the CasinoGuru team for the work done. 

Best regards, CosmicSlot team

For me, the case is closed. However, there is an error in the casino's terms and conditions. I would recommend adjusting them.

Für mich ist der Fall erledigt. Ein Fehler in den AGBs des Casinos liegt dennoch vor. Ich würde empfehlen diesen Anzupassen

Hello Heck89,

I am glad to hear that your issue has been resolved.

Which error do you have in mind? Would you like to share it with us?

I'll be awaiting your reply.

My case is not covered in the terms and conditions

In den AGBs ist mein Fall nicht abgedeckt

Dear Heck89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan Manson

Casino.Guru