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Complaint title

Undisclosed max win limit applied after bonus play (TOP200 bonus)

Complaint description

I would like to submit a complaint regarding an unfair reduction of my winnings by LevelUp Casino.

I deposited €65 and activated the TOP200 (200%) deposit bonus.

I fully complied with all bonus rules, including:

Maximum bet limit (I never exceeded €4.80, below the €5 limit)

Wagering requirements

Allowed games only

After completing the wagering requirements, my total winnings amounted to €3,200.

However, the casino reduced my winnings to €450, without providing any clear or valid justification.

Key issues

No max win limit was disclosed

The bonus email (TOP200) does not mention any maximum win or max cashout

The bonus terms and conditions available to me also do not specify a €450 limit

The casino was unable to provide any concrete paragraph that justifies this limit

Casino admitted lack of transparency

In written communication, the casino stated that

"some bonus conditions are not always explicitly included in the conditions provided to players"

This confirms that the limitation was not clearly communicated in advance

Retroactive application of rules

Applying an undisclosed limitation after the bonus was accepted and completed is unfair and misleading

I accepted the bonus based on the information provided at the time

Goodwill offers instead of resolution

Instead of addressing the issue, the casino repeatedly offered 10 free spins as a "gesture of goodwill"

I declined these offers, as they do not resolve the core dispute

Amount in dispute

Total winnings: €3,200

Paid by casino: €450

Disputed amount: €2,750

Requested resolution

I respectfully request:

Payment of the remaining €2,750,

or

A fair and reasonable settlement based on transparent bonus conditions

I am providing all supporting evidence, including:

Bonus email

Bonus terms

Email correspondence with the casino

Proof of betting limits

Proof of payout reduction

Final note

I believe this case concerns undisclosed bonus limitations and lack of transparency, which is why I am seeking CasinoGuru’s assistance as an independent mediator.

Thank you for your time and support.

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.

Dear Geourg,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that this was a special bonus offer you received directly from the casino?
• Did the casino specify which rule was used to reduce your winnings?
• Could you please forward me this promo email? Please also include all the relevant communication between you and the casino. You can send everything to my email address - kristina.s@casino.guru.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Geourg,

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, Michal (michal.k@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,

Kristina

Hello Geourg,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite LevelUp Casino to join the conversation.

Dear LevelUp Casino,

As per the player's explanation, the cap on their winnings doesn't seem to be fair. There is no information about the maximum win limit from the bonus in the promotion email.

Can you please clearly outline which rules have been applied in this situation and explain why it was applied?

Should there be any factors influencing this matter that cannot be shared publicly, please shared the with me directly at michal.k@casino.guru

Dear Geourg and Casino Guru Team,

Thank you for your message and for the detailed description of your concern. We fully understand why this situation required a thorough explanation, and we appreciate the opportunity to clarify how the TOP200 bonus mechanics worked in your case.

Let us explain how the Max Win rule applies specifically to this bonus type.

You made a deposit of €65 and received a €130 bonus, which gave a starting bonus balance of €195. For this promotion, a Max Win limit applies to the bonus portion only and is calculated as x3 of the bonus amount. In your case, this equals €390 (€130 × 3).

At the moment the wagering requirement was completed, your balance reached €3,230.34. Because this exceeded the allowed maximum win from the bonus funds, the system applied the Max Win cap to the bonus portion. Your original deposit amount is never capped or removed. As a result, the final payable balance was calculated as:

€390 (maximum allowed bonus win) + €65 (your deposit) = €455

That is why this amount was reflected in your betting and balance history.

At the same time, we recognize that bonus limits should always be presented as clearly and precisely as possible. Based on your feedback and after an additional review, we have credited the remaining €2,775 to you as a goodwill resolution. The adjustment has already been completed.

We truly appreciate you raising this — it helps us improve how promotional conditions are communicated. Going forward, we will place additional focus on making Max Win limits and similar bonus caps more explicit in the promotion details. You can also always contact our Support team before activating any bonus — they will gladly provide a clear, promotion-specific explanation of all limits and conditions.

Thank you again for your patience and for bringing this to our attention.

Kind regards,

LevelUp Casino Team

Dear LevelUp Casino Team,

I hereby confirm that the credited amount is already visible in my casino account.

I have just requested the payout.

Once the amount has been successfully credited to my bank account, I will consider the case closed and mark the problem as solved accordingly.

Thank you for your support.

Best regards

George S*****

Sehr geehrtes LevelUp Casino Team,

ich bestätige hiermit, dass der gutgeschriebene Betrag bereits auf meinem Casino-Konto sichtbar ist.

Die Auszahlung habe ich soeben beantragt.

Sobald der Betrag erfolgreich auf meinem Bankkonto eingegangen ist, werde ich den Fall als abgeschlossen betrachten und das Problem entsprechend als gelöst markieren.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Geourg S*****

Dear LevelUp Casino Team,

Thank you for your prompt response and for resolving this matter appropriately. I appreciate your commitment to fair practices and the care you show towards your customers.

Dear Georg,

I am pleased that the situation has been effectively addressed and a positive resolution has been achieved. I will await your confirmation regarding the receipt of the funds.

Case resolved – confirmation of payment received

Dear Michal,

I would like to inform you that the casino has successfully processed the full withdrawal and the funds have arrived in my bank account.

The issue is now fully resolved.

Thank you very much for your support and assistance throughout this process.

Kind regards,

Geourg S*****

Dear LevelUp Casino Team,

I would like to thank you for handling my case.

I hereby confirm that the full amount has been successfully credited to my bank account. I therefore consider this matter closed.

Thank you for your support.

Best regards

George S*****

Sehr geehrtes LevelUp Casino Team,

ich möchte mich bei Ihnen für die Bearbeitung meines Falls bedanken.

Ich bestätige hiermit, dass der vollständige Betrag erfolgreich auf meinem Bankkonto eingegangen ist. Damit betrachte ich die Angelegenheit als abgeschlossen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Geourg S*****

Great news, Geourg!

I am glad that our involvement played an important role in resolving the situation, and you have received your winnings.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru