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I did win 100 euro on the deposit wheel. 

After the waggering was done. My balance was set from 1200 to 800

But the max win from the bonus according to my vip manager was higher. So the balance should not be reduced… 

In the screenshots I send you. You can see my balance jump from 1208.48. To 883.52

With a 5 euro bet. That's not possible.

So my vip manager did send this case to the game provider. 

But it's not the game provider who did adjust the balance it was the casino.

So I want back the 325 euro that was taken from me in that one bet. 

so after losing 2200 euro this week

i got back that 325 euro. But this time as a loyalty bonus with waggering …. It was not bonus funds in the first case since the waggering was done.

i just want this funds back without waggering since it was mine in the first place.

They are making all kind off excuses and it goes even futher than this. But that Will be off-topic

In the screenshot you can see how my balance was set back from 1200 to 890 ish

the casino teams says the case is solved since they added the balance as a bonus. But it should be real money balance. And that bonus was added on my losses i think.

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Dear Amnesys, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to attila.g@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way. Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Dear Amnesys,

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.

I did send you an e-mail couple of days ago

Dear Amnesys, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Dear Amnesys,

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.

They are not providing me this information.

they are just saying my account is restricted and nothing can be done

Thank you for your response. I would greatly appreciate it if you could kindly forward the communication you had with your VIP manager, specifically regarding the indication that the winnings did not exceed the maximum limit and that there was a technical issue within the game.

Thank you in advance for your cooperation.

Here is the screenshot.

but these are there own terms since there website terms and conditions says 10000 euro.

Dear Amnesys, thank you very much for your response. Could you please attach a screenshot of your bonus history? Additionally, could you please forward the communication in which the casino stated that your account is currently restricted?

I look forward to your reply.

I can look back so far

but now again

500 euro won

50 euro leftover just conficated.

Live chat is telling me this is in the t&c which is not

then they told me they forgot to update it and it soon will be updated haha

So that an other 450 euro conficated.

and now it’s only discussion avoiding questions etc

maybe its time to invite someone from that broken place even thought i did ask to close my account already.

I still want my winings back

Thank you for your response. I have reviewed all the information and evidence you have provided, both in this thread and via email. It seems we may be straying from the core of the issue. Therefore, I kindly ask you to specify the exact nature of your concern. Could you please clarify which particular issue your complaint pertains to? We are unable to proceed without this clarification.

Point is. That they conficate winnings, in a unfair manner.

they do not hold to there terms and conditions.

i did close my account is this place already.

so do what even you want. I am done with discussion

Closed my account. Serval times already.

and now it’s open again without me reqeusting it.

Dear Amnesys, thank you for your response. Could you please forward your self-exclusion request?

Additionally, could you please send me a link or a screenshot of the bonus you activated and played with? This would help us review the terms and conditions for the bonus and help decide whether the correct cap has been applied.

Thank you in advance for your reply.

You can see the rules in the screenshots I did send earlier.

use a translation tool please.

there are now t&c on there website regarding this bonus only the overall t&c

10000 max win from any bonus.

but they told me after that the money was conficated that the rules changed internally and they need to adjust it on there website.

that’s 1 month ago and still nothing was changed.

Regarding my self exclusion request.

i will provide the mails later on this matter. First thing first.

Dear Amnesys,

Thank you for your continued cooperation and for the information you have already provided.

We have carefully reviewed all the evidence you have submitted so far, including the screenshots. However, these appear to show only the general bonus terms, and do not clearly identify the specific promotion you were actively playing with at the time of the disputed balance changes.

In order to properly assess your case, we would kindly ask you to provide the following:

• Your self-exclusion request (email, chat transcript, or any other communication where you requested account closure due to gambling concerns, if applicable)
• A screenshot or copy of your bonus history from the casino account, clearly showing the specific bonus/promotion you had active when the issue occurred

This information is necessary for us to verify the timeline and determine how the relevant bonus conditions were applied in your case.

If possible, please send the documents either in this complaint thread or directly to my email at attila.g@casino.guru.

Thank you very much in advance for your cooperation.

Best regards,

Attila

And again

there are no terms in the bonus so there is nothing to be shown.

as for the closure request. It was done in 2024

please invite someone from that place here and I’ll provide all evidence needed in case they are lieing.

Dear Amnesys,

I regret to inform you that, despite our ongoing efforts to assist you, we have not received the requested evidence from your side. We have requested relevant documentation multiple times, but to date, we have not received the cooperation needed to move forward. Without this information, we are unable to assess whether the casino has breached any responsible gaming obligations or determine if the bonuses were capped according to the stipulated terms and conditions, as we have not been provided with any evidence of the bonuses used.

Due to your refusal to cooperate and the lack of progress on this matter, we are closing your complaint. If you would like to proceed with your self-exclusion, please reach out directly to Kaasino Casino.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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.

We’ve reopened this complaint at the request of Amnesys. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please confirm whether you currently still have access to your casino account?

Additionally, could you please forward your self-exclusion request or any communication where you explicitly stated gambling-related issues to the casino?

Please note that without supporting evidence of a clearly stated gambling problem and the casino’s failure to act on it, we will not be able to proceed further and the complaint will be closed.

Thank you for your cooperation.

In 2024, I requested that my account be closed because I was struggling with a gambling addiction. At that point, I had already lost around €3,000.

After some time, my account was reopened. When I contacted live chat, I was told this was due to a system error. As a result, I went on to lose another €3,500 or more. During the entire period I was a customer, I never won or withdrew any meaningful amount of money.

I had my account closed again. However, just one week later, it was reopened once more.

My VIP manager told me that it was impossible to permanently close my account. At the same time, live chat admitted that my account had been reopened because of a system error.

I requested compensation for all of the losses I incurred after my account was reopened, as this should never have happened. A customer who has self-excluded due to a gambling addiction should not be allowed to gamble again. This is a fundamental responsible gambling requirement in any regulated jurisdiction.

Eventually, after I requested a refund of my losses, my account was finally closed permanently. However, I never received any response regarding my refund request. Since then, I have been ignored and blocked on every communication channel, including email, WhatsApp, and live chat.

They are fully aware that they acted improperly. They made a significant amount of money from allowing me to continue gambling despite my self-exclusion.

I am seeking a full refund of all losses incurred after my account was wrongly reopened. Those losses should never have occurred because my account should have remained permanently closed.

Please tell me where I can send evidence and what you need

i cannot find the mail from 2024

but I am sure the casino can confirm this matter.

there is no way for me to make contact with them anymore

my account is closed now

Hello Amnesys,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. I would greatly appreciate it if you could forward any communication you had with the casino's customer support regarding gambling issues.

You can send the information to my email address: attila.g@casino.guru.

Additionally, could you please confirm the date of your last deposit in this casino?

Thank you very much for your patience and cooperation.

Dear Amnesys,

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,
Attila
Casino.Guru