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I would like to submit a complaint regarding the confiscation of my winnings by GrandPashaBet.

My username on the casino is atakan264 and my profile ID is 14757720.

I deposited approximately 5,000 TRY and accepted a deposit bonus. Shortly after receiving the bonus, the bonus balance was lost very quickly during gameplay. At that time the bonus had a wagering requirement of 27,000 TRY, but after playing only around 2,000–3,000 TRY worth of bets, the bonus balance was completely lost.

After the bonus balance was gone, only my real deposited funds remained in my account, and from that point forward I continued playing using only my real money balance.

By playing games such as blackjack and slot games, I was able to increase my balance to approximately 68,002 TRY.

At that point, I submitted a withdrawal request of 55,000 TRY and left the remaining balance in my account to continue playing. While I was playing with the remaining funds, the withdrawal request was rejected and the amount was returned back to my casino balance, which meant the entire amount was again available in my account.

After I finished playing, I contacted the casino’s live support for clarification. Immediately after this conversation, the casino adjusted my balance and removed approximately 68,000 TRY, leaving only 0.87 TRY in my account.

The casino informed me that my winnings were considered "bonus-related winnings." However, this is not accurate because the bonus balance had already been completely lost earlier, and all the winnings were generated after that point using only my real deposited funds.

For this reason, I believe the confiscation of my 68,002 TRY winnings is unfair and incorrect.

I kindly request that the casino provide a clear explanation of which exact rule in their bonus terms allows real-money winnings to be confiscated after the bonus balance has already been lost, and that my account activity and gameplay history be fully reviewed.

I respectfully ask for the return of my confiscated winnings (68,002 TRY).

Thank you for your assistance in resolving this dispute.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GrandPashaBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you?
• Could you please share a screenshot of how the real money and bonus money balances are displayed in your account?
• Could you please share with me the information regarding the bonus that was activated on your player's account? Share screenshots, links or other marketing material available regarding the particular bonus you activated.
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear atakan264,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru