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Hollywin casino stole $19,100 from me citing an irrelevant $0,25 free spin bonus.

Hi,

I won $20,300 CAD at Hollywin Casino on fully verified real-money bets. Support initially confirmed I could withdraw the full amount after a long process of verifying my ID and phone number.

Later, my withdrawals were cancelled and my balance was reduced to $1,200 CAD. $19,100 was gone.

Their explanation: My winnings were capped to $1200 because I was profiting of a "Level 10 free spins" promotion.

The facts:

• During my session, I received $0.25 free spins as part of their VIP progression system.
• These free spins generated only a negligible amount (pennies).
• My $20,300 CAD winnings came entirely from real-money play, including $500 CAD bonus-buy spins, on completely different slot than the one tied to the free spins.
• Additionally, when playing with bonus funds, there is a bet limit of $10. The fact that I was placing $500 CAD spins clearly indicates I was not playing with bonus funds.

I also want to clarify that I never claimed any deposit bonus or wagering bonus (no match bonus, no promo code, nothing).

Terms & Conditions concern:

• Hollywin’s T&C state that maximum win limits apply to bonus winnings.
• In my case, the casino appears to be applying these restrictions to winnings generated from real-money bets, which does not align with how these rules are described.

I have attached a detailed PDF which includes:

• Screenshots of my large wins
• Proof of bet sizes
• Chat history with support
• Withdrawals being cancelled
• Relevant T&C excerpts

I have also contacted their DPO to obtain my full betting history, as I'm 99% sure the "Level 10 free spins" have been played after my winnings were already generated.

At this point, support is refusing to further discuss the situation and maintains that the decision is final and that it's their policy.

I would greatly appreciate Casino Guru reviewing this case and assisting in clarifying whether the bonus rules were correctly applied.

Thank you very much,

Important notice:

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Stay safe.

Hello,

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

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

• Could you please specify what your balance was at the time you launched the game Aloha Elvis from bGaming?
• Did the casino specify what the 1200 CAD represents? Could you please specify how much you deposited to the casino at that time?

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

Hi Tomas,

Thank you for taking the time to help me.

I also sent you an email with a PDF file with screenshots and details on my playing history

1. When playing the "Level 10 free spin" mentionned by the casino. My balance was around 0 because my $20,300 had been in pending withdrawal for 23 hours.

2. They didn't explain much. Just that I was capped at $1200 because I was on an active bonus. When I ask them to explain they kept saying that their already did explain or that it's their policy. They are treating these $0.25 cents free spin as if I was on some sort of deposit bonus. In the PDF I sent you via email I have screenshots of chat logs with the casino support.

Thank you for taking the time

Guillaume

I had deposited $585 in total.

After re-reading my conversation with their support chat. It seems like starting the Level 10 free spins flagged my account as having active bonus balance. Even tho I started playing them 23 hours after withdrawal.

Hello guillaumegamache,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good no problem

Thanks for your patience.

Would you be able to forward the .csv file you refer to in your PDF summary of the situation?

Send it to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

No problem, I just sent it to you.

Dear guillaumegamache,

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, Kubo (jakub.m@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.

Kind regards,

Tomas

Dear guillaumegamache,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from HollyWin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear HollyWin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello,

Thank you for your time and attention to this case.

Dear Kubo, we have shared a detailed explanation via email, including the relevant timeline and supporting information. We kindly ask you to review it at your convenience, and if anything remains unclear, we are happy to stay in touch and provide further clarification.