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Complaint summary

I am submitting this complaint because a significant amount of money was deducted from my casino balance after I had won a tournament prize, and despite multiple requests, I have not received a clear contractual basis for this deduction.

On 30 May, I won a €15,000 prize in the Spring Splash tournament. After the prize was credited, my account balance reached €15,821.43.

The funds remained in my account, I was able to play normally, and the casino approved withdrawals. I successfully withdrew €8,000 before my balance was later reduced to €10,000 due to what the casino described as the maximum win limit of my Gigablast 222% welcome bonus.

I understand that the bonus itself may have been subject to a maximum win rule. However, the majority of my balance originated from a €15,000 tournament prize, not from ordinary gameplay winnings.

I have repeatedly asked the casino to provide:

the exact contractual clause stating that a tournament prize is subject to the maximum win limit of the welcome bonus;

confirmation whether the €15,000 tournament prize was included in the maximum win calculation;

a detailed calculation explaining how the deducted amount was determined; and

any tournament-specific terms relied upon in making this decision.

The casino has informed me that the deduction was related to the Gigablast 222% Bonus, but they have not provided the requested clause, calculation, or explanation showing why the €15,000 tournament prize was treated as being subject to the maximum win limit.

I have reviewed the published Bonus Terms and General Terms available on the casino's website and have been unable to locate any clause stating that tournament prizes are considered bonus winnings or are otherwise subject to the maximum win limit of the welcome bonus.

I am therefore requesting that the casino either:

provide the exact contractual basis and detailed calculation supporting the deduction; or

return the deducted funds if no such contractual basis exists. 

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please let me know when you last played with the Gigablast 222% Bonus?
• If possible, could you attach a screenshot of your bonus history?
• Have you withdrawn any of the tournament winnings prior to claiming the bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

I used the Gigablast 222% Bonus while participating in the Spring Splash tournament to accumulate points for the tournament leaderboard. The €15,000 prize was awarded based on my final position on the tournament leaderboard, not as a direct game win.

After the bonus wagering had been completed, I was able to withdraw funds, and the casino approved my withdrawals. Only afterwards was my balance reduced due to what the casino described as the maximum win limit of the Gigablast 222% Bonus.

My concern is not that the bonus itself had a maximum win limit. My concern is that the casino has still not explained the contractual basis for treating the €15,000 tournament prize as being subject to that maximum win limit.

Despite several requests, I have not received:

the exact contractual clause stating that a tournament prize is subject to the maximum win limit of the bonus;

confirmation whether the €15,000 tournament prize was included in the maximum win calculation;

a detailed calculation showing how the deducted amount was determined; or

the specific tournament terms relied upon when making this decision.

Thank you for your response.

In order for us to properly assess the issue, I would like to clarify the exact timeline.

Could you please let us know:

• On what date and at what time did you complete the wagering requirements for the Gigablast 222% Bonus?
• What was your account balance immediately after the bonus was completed?
• Did your balance appear entirely as real money after the wagering was finished?
• Did you continue participating in the Spring Splash tournament only after the bonus had been fully converted into real money, or had you already been earning tournament points while the bonus was still active?

To properly investigate the matter, we will also need your complete game history covering the period from the activation of the Gigablast 222% Bonus until the tournament prize was credited. Please request the game log from the casino in excel format and send it to me once you receive it. You can reach me via email at attila.g@casino.guru.

Thank you in advance for your cooperation.

Hello Jaakko111,

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