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Dear Casino Guru Team,

I am opening a complaint against Eternal Slots for unfairly denying my withdrawal request of $50 and confiscating my winnings based on a technicality involving a leftover balance of 8 cents.

Here is the timeline of events:

Bonus Completion: I claimed a free spins coupon. I played through the free spins and fully completed the wagering/playthrough requirements on the eligible slot game Asgard Deluxe. After completing the playthrough, my balance was approximately $48 and change.

Reaching Max Cashout: I then switched to the slot game Achilles and built the balance up to $50, which is the maximum cashout value allowed for the coupon.

The Withdrawal Request: I submitted a formal withdrawal request for the full $50. This left a remaining balance of exactly $0.08 (8 cents) in my casino account. At this point, my $50 withdrawal was pending and separated from my active balance.

The Leftover Cents: With only 8 cents left in my account, I played a round of Keno.

Eternal Slots has now denied my $50 withdrawal and completely voided my winnings, claiming that because Keno was a restricted game under the coupon's terms, my 8-cent bet breached the rules and invalidated the entire coupon.

Why this is unfair:

My playthrough was 100% successfully completed on permitted slot games. The $50 withdrawal request was already finalized and pending before I ever touched the Keno game. The 8 cents I played was insignificant "dust" left over in the account. Punishing a player and confiscating a legitimately earned, completed withdrawal over an 8-cent bet placed after requesting a cashout is completely disproportionate and predatory.

According to Casino Guru’s own Fair Gambling Codex regarding restricted games and delayed updates, a player's legitimate winnings should not be voided if the restricted gameplay did not give them an unfair advantage or occur during the actual wagering process of the bonus.

I request that Eternal Slots honors my completed playthrough and pays out my $50 withdrawal. Thank you for your assistance.

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Stay safe.

Dear anon13,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Eternal Slots Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

They reached out to me a while after the initial issue, to say that they had reversed the denial, this time and to be more careful going forward in the future.

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

Dear anon13,

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,

Attila