Golden Crown Casino - Dobici igrača su ograničeni.

Hello, I need your assistance with a major issue regarding a winnings I haven't received. Let me explain briefly: I wanted to close my account with this casino yesterday (because after 13 hours of waiting, I still had €500 pending withdrawals!) and my account was properly and fully verified. Basically, yesterday morning I deposited €100. While I was gambling this €100 on a slot machine, out of nowhere, without me even asking, I received 30 daily FS (see attachment). I finish playing my €100 without winning anything and I play these daily 30FS casinos.. I finish spinning these 30FS on the reels and win €220.. Then I play these €220 up to €8,000 to complete the bonus wagering requirements.. Once I reach this €8,000 wager, I have €2,200 (approximately) in my balance and at the last cent of the €8,000 reached, then those €2,200 (approximately) disappear and become €500 withdrawable! The question is, can it be that after playing up to €8,000 in the end those €2,200 won are not withdrawable and turn into €500?!?!?😡😡😡 Thanks in advance for your assistance 🙏🏻🙏🏻🙏🏻❤️

Salve, ho bisogno della vostra assistenza su un grosso dubbio che ho riguardo una vincita che non ho ricevuto. Vi spiego in breve: premesso che ieri ho voluto chiudere il mio conto con questo casinó (perché dopo 13 ore di attesa avevo ancora 500€ in sospeso nei prelievi!) e che il mio conto era correttamente e completamente verificato. Praticamente ieri mattina deposito 100€.. Mentre mi gioco questi 100€ su una slot così poi dal nulla senza che io li chiedessi ho ricevuto 30FS giornalieri (vedi allegato). Termino di giocare i miei 100€ senza vincere nulla e mi gioco questi casinò 30FS giornalieri.. Finisco di girare ai rulli questi 30FS e ne vinco 220€.. Dopodiché Mi gioco questi 220€ fino a 8000€ per completare i requisiti di scommessa del bonus.. una volta raggiunti questi 8000€ di scommessa io ho sul saldo 2.200€ (circa) e all’ultimo centesimo degli 8.000€ raggiunti poi quei 2.200€ (circa) spariscono e diventano 500€ prelevabili! La domanda è può mai essere che dopo aver giocato fino a BEN 8000€ alla fine quei 2.200€ vinti non sono prelevabili e si trasformano in 500€?!?!?😡😡😡 Grazie anticipatamente per la vostra assistenza 🙏🏻🙏🏻🙏🏻❤️

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you see any Terms and Conditions related to the free spins you received?

Have you received this FS bonus before?

Am I correct in understanding that the real-money balance from your 100€ deposit was zero before you started playing with the free spins?

Have you contacted customer support to ask about the maximum win limitations on the winnings from a free spins bonus?

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider win limits to be unfair and predatory only when they are applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

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,

Veronika

Hi Veronica, I carefully checked the casino bonus terms and conditions, and it doesn't mention this 30 FS daily bonus at all. As for these 30 FS, it was the first time I'd received them. I can confirm that before using these 30 FS, I had used up those €100... but I don't remember exactly if I was completely empty or had like 10-20 cents left. Also, what's surprising is that today I signed up to another casino (KAASINO Casino) from the same company as Goldencrown, and I chatted with an operator asking how this 30 FS bonus works, and the answer was that those €2,200 are indeed real and withdrawable. I mean, heck, I wagered this bonus up to €8,000!!! to meet the wagering requirements! Since I know your professionalism and expertise well, I kindly ask if you could investigate this bonus further. Because it honestly pisses me off that after playing €8,000 on the same roulette for 6 consecutive hours and having completed all the wagering requirements, I have €2,200 in my balance and it magically turns into €500!!!😡😡😡

Ciao Veronica, ho controllato bene nei termini e condizioni dei bonus del casinó e non menziona per niente di questo bonus di 30FS giornalieri. Per quanto riguarda tipo questi 30 FS era la prima volta che li ricevevo. Poi ti confermo che prima di usare questi 30FS quei 100€ li avevo terminati.. però non ricordo perfettamente se ero proprio a zero o mi erano rimasti tipo 10-20 centesimi di €. Inoltre la cosa che mi stranisce che oggi mi sono iscritto a un altro casinò (KAASINO Casinó) della stessa società di Goldencrown e ho parlato in chat con un operatore chiedendo questo tipo di bonus di 30FS come funziona e la risposta è stata che effettivamente quei 2.200€ sarebbero reali e prelevabili. Cioè cacchio ho giocato questo bonus fino a 8.000€!!! per completare i requisiti di scommessa! Visto che conosco bene la vostra professionalità e competenza vi chiedo cortesemente se potreste indagare riguardo a questo bonus. Perché sinceramente mi fa incazzare che dopo 8.000€ giocati alla stessa roulette per 6 ore consecutive e dopo aver completato tutti i requisiti di scommessa avere sul saldo 2.200€ e magicamente trasformati in 500€!!!😡😡😡

I'm attaching a screenshot of the chat I had with an affiliate casino operator (KAASINO CASINO), who told me I was right. And I can assure you that this KAASINO casino has the exact same bonus rules and terms and conditions as Goldencrown Casino.

Vi allego lo screenshot della chat che ho avuto con un operatore del casinò affiliato (KAASINO CASINÓ) che mi ha detto che ho ragione io. E vi posso assicurare che questo KAASINO ha le stesse identiche regole e termini e condizioni bonus di Goldencrown casinó.

Hi, after a week I'm still waiting for your reply!

Salve, a distanza di una settimana sono ancora in attesa di ricevere una vostra risposta!

Thank you for reaching out, and I sincerely apologize for the delay in responding. We are currently managing over a thousand active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Have you asked the customer support of Golden Crown Casino directly about the terms of the free spin bonus? Even if two casinos offer similar bonuses, their Terms and Conditions may differ. Therefore, it’s always important to contact the customer support of the specific casino you’re experiencing difficulties with, especially if any adjustments to your balance occur.

Please forward me all communication between you and Golden Crown Casino regarding the cap on your winnings at veronika.f@casino.guru.

Hi Veronika, yes, I contacted the casino via email asking for every detail about this bonus. I haven't received a response yet. However, I've forwarded this email to you as you requested.

Ciao Veronika, comunque si ho contattato via e-mail il casinó chiedendogli ogni minimo dettaglio su questo bonus. A oggi non ho ancora ricevuto alcuna risposta. Comunque questa mia e-mail te l’ho inoltrata come da te richiesto.

Hi Veronika, I forwarded you the response email from Goldencrown Casino... anyway, they're really scandalous! 😡 They're not consistent with what they write in the email or with reality 😡 since now in their email they're telling me that of that bonus balance of €2,200 I had, I could withdraw a maximum of €300! So I wonder why, as soon as I met the wagering requirements, instead of €300, that €2,200 became €500?!?!? THERE IS NO LOGIC AND THERE IS NO CONSISTENCY AND THERE IS NO TRANSPARENCY IN THEIR TERMS AND CONDITIONS!!!😡😡😡 disgusting!

Ciao Veronika ti ho inoltrato l’email di risposta di Goldencrown casinó.. comunque sono veramente scandalosi!😡 Non sono coerenti né con quello che scrivono sull’e-mail e né nella realtà 😡 visto che ora nella loro email mi comunicano che di quel saldo bonus che avevo di 2.200€ avrei potuto prelevare massimo 300€! E allora mi chiedo perché appena ho terminato i requisiti di scommessa invece di 300€ quei 2.200€ sono diventati 500€?!?!? NON C’È LOGICA E NON C’È COERENZA E NON C’È TRASPARENZA NEI LORO TERMINI E CONDIZIONI!!!😡😡😡 uno schifo!

Thank you for your email. Do you have any evidence showing that your winnings were capped at 500€, although the Terms and Conditions mention the maximum winnings of 300€ for free spin bonuses? It would be ideal if you requested your gaming history in Excel format, starting from the moment you activated the free spins, up to the moment your balance was corrected. Please request this document from the casino via email, and then forward it to me at veronika.f@casino.guru.

Ok Veronika, I'll write to him now.

Ok Veronika, ora gli scrivo.

Dear Ragmn82,

Thank you for your patience and for all the details provided.

I understand how frustrating this situation must feel, especially after spending so much time meeting the wagering requirements and then seeing your balance reduced. Unfortunately, free spin bonuses always come with certain limitations — one of the most common is a maximum cashout cap (the maximum amount that can be withdrawn from winnings generated by the bonus).

In this case, the casino’s General Bonus Terms and Conditions specify that the maximum win from any free spins bonuses or loyalty bonuses is €300. Even though the system appears to have capped your winnings at €500 instead, that actually exceeds what you were technically entitled to under their rules.

Please note that live chat operators are often outsourced and may not always have access to the exact bonus restrictions — what matters is what’s written in the Terms and Conditions. If a bonus doesn’t have its own specific rules listed (for example, in a pop-up or under "Bonus Info"), the general bonus terms always apply by default.

We fully understand your disappointment, as these situations can feel unfair from a player’s point of view. However, since the casino acted according to its published rules, there’s unfortunately nothing further we can do in this case.

For future reference, we recommend always checking the Terms and Conditions before using any bonus, especially free spins, to avoid surprises like this.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika