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Good morning:

I am filing this complaint because Orozino Casino has confiscated €390.07 of winnings obtained after successfully completing a bonus.

I fully met the wagering requirements (rollover) and, once completed, my balance was €390.07. Subsequently, the casino confiscated the winnings and reduced my balance to €40, alleging a supposed breach of rule 7.9 of their terms and conditions.

I was initially told that I had violated rule 7.9 due to my betting style. Later, the casino claimed that I had placed bets exceeding the maximum allowed limit of $2 while the bonus was active.

I deny having placed any bets exceeding that limit. My maximum bet was €1.50.

I have asked the casino to provide me with the gaming history and to identify the date, time, game and amount of the alleged bets that justify the confiscation, but to date they have not provided any evidence.

I have attached screenshots of the balance before and after the confiscation, as well as the emails exchanged with the casino.

I request that Orozino provide the betting history that justifies his decision or, if he cannot prove the alleged breach, proceed to fully return the €390.07 confiscated.

Thank you very much for your attention.

Sincerely,

LMCF

Buenos días:

Presento esta reclamación porque Orozino Casino ha confiscado 390,07 € de ganancias obtenidas tras completar correctamente un bono.

Cumplí íntegramente los requisitos de apuesta (rollover) y, una vez finalizados, mi saldo ascendía a 390,07 €. Posteriormente, el casino confiscó las ganancias y redujo mi saldo a 40 €, alegando un supuesto incumplimiento de la regla 7.9 de sus términos y condiciones.

Inicialmente se me indicó que había incumplido la regla 7.9 por mi forma de apostar. Posteriormente, el casino afirmó que había realizado apuestas superiores al límite máximo permitido de 2 USD mientras el bono estaba activo.

Niego haber realizado ninguna apuesta superior a ese límite. Mi apuesta máxima fue de 1,50 €.

He solicitado al casino que me facilite el historial de juego y que identifique la fecha, hora, juego e importe de las supuestas apuestas que justifican la confiscación, pero hasta la fecha no ha aportado ninguna prueba.

Adjunto las capturas del saldo antes y después de la confiscación, así como los correos intercambiados con el casino.

Solicito que Orozino aporte el historial de apuestas que fundamenta su decisión o, en caso de no poder acreditar el supuesto incumplimiento, proceda a devolver íntegramente los 390,07 € confiscados.

Muchas gracias por su atención.

Atentamente,

L. M. C. F.

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Dear Chipi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Terms and Conditions of Orozino Casino, and I found this:

7.9 Unless terms are not set in specific bonus terms, winnings from the free spins given have a wagering requirement of 100 times and percentage bonus wagering requirement of 100 times. In addition, unless terms are not set in specific bonus terms, maximum single bet with any bonus funds is $2. Orozino reserves the right to withdraw any winnings to players that bet over $2 whilst completing wagering requirements.

Our position is closely explained in the Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, please request the casino to send you your gaming history in Excel format, and then forward the file to me, along with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronica:

Thank you for your response.

That is precisely the reason for my complaint. I have repeatedly requested that Orozino provide me with my gaming history in Excel format and identify the alleged bets exceeding $2 USD that, according to the casino, justify the application of rule 7.9. To date, they have not provided me with any of this evidence and, furthermore, they have stopped responding to my messages.

I've also checked my email and, unfortunately, I no longer have the promotional email for the bonus. Furthermore, my Orozino account no longer displays any links or information about the terms and conditions of that promotion.

The documentation I attached to my claim already shows the bonus promotional code, that the wagering requirement was 100% completed, and that the bonus balance amounted to €390.07 before the winnings were confiscated.

If you need to know the exact terms and conditions of the bonus, I would appreciate it if you could request them directly from Orozino, as the casino still has access to that information and I can no longer consult it.

As soon as Orozino provides me with the game history or any other documentation, I will forward it to him immediately.

Thank you so much for your help.

Sincerely,

LMCF

Estimada Verónica:

Gracias por su respuesta.

Precisamente ese es el motivo de mi reclamación. He solicitado en varias ocasiones a Orozino que me facilite mi historial de juego en formato Excel y que identifique las supuestas apuestas superiores a 2 USD que, según el casino, justifican la aplicación de la regla 7.9. Hasta la fecha no me han facilitado ninguna de esas pruebas y, además, han dejado de responder a mis mensajes.

He revisado también mi correo electrónico y, lamentablemente, no conservo el correo promocional correspondiente al bono. Asimismo, en mi cuenta de Orozino ya no aparece ningún enlace ni información sobre las condiciones de esa promoción.

En la documentación que adjunté a mi reclamación ya puede verse el código promocional del bono, que el requisito de apuesta estaba completado al 100 % y que el saldo del bono ascendía a 390,07 € antes de que las ganancias fueran confiscadas.

Si necesitan conocer las condiciones exactas del bono, agradecería que pudieran solicitarlas directamente a Orozino, ya que el casino sigue teniendo acceso a esa información y yo ya no puedo consultarla.

En cuanto Orozino me facilite el historial de juego o cualquier otra documentación, se la remitiré inmediatamente.

Muchas gracias por su ayuda.

Atentamente,

L. M. C. F.

Thank you for your response. Please forward me the email you sent to the casino requesting your gaming history at veronika.f@casino.guru.

Kindly note that such requests usually need to be submitted by email, as the casino often needs to verify your personal information before providing this document.

Dear Chipi,

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.

Dear Veronica:

As you instructed, I have already forwarded the requested documentation to you via email, including one of the requests I previously sent to Orozino to obtain my game history and information regarding the application of rule 7.9.

I remain at your disposal should you require any further documentation or additional information for the processing of my claim.

Thank you very much for your attention.

Sincerely,

Luis MCF

Estimada Verónica:

Tal y como me indicó, ya le he reenviado por correo electrónico la documentación solicitada, incluyendo una de las solicitudes que envié previamente a Orozino para obtener mi historial de juego y la información relativa a la aplicación de la regla 7.9.

Quedo a su disposición por si necesitara cualquier otra documentación o información adicional para la tramitación de mi reclamación.

Muchas gracias por su atención.

Atentamente,

Luis M. C. F.

Dear Chipi,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear Chipi,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Orozino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Orozino Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

Dear Chipi,

thank you for your patience and for the additional update.

Unfortunately, Orozino Casino has not responded to our invitation or provided the requested information and evidence. As the casino has not cooperated with the complaint process, I am unable to properly assess the reasons for the confiscation or verify whether the casino's decision was justified.

As the response deadline has now expired, I will close the complaint as unresolved, as you requested. This is the standard outcome when a casino does not cooperate with the complaint process, and it may negatively affect the casino's Safety Index on Casino Guru.

I am sorry that we were unable to resolve this matter due to the casino's lack of cooperation.

As a further option, you may consider submitting a complaint to Anjouan Gaming, the licensing authority under which the casino is licensed. You can find guidance on submitting a complaint to a gambling regulator here:

How to submit a complaint to a gambling regulator

You can also find information about Anjouan Gaming and its complaint process here:

Anjouan Gaming licensing authority information

According to the information on the page, the license validator is located on the casino's website, usually in the footer. Through the validator, there should be an option to submit a complaint to the casino. If the matter cannot be resolved through the casino's internal complaint procedure, further dispute-resolution options are also available.

I hope you will be able to make further progress through this process.

Finally, should Orozino Casino decide to participate in the discussion and provide the requested information and evidence, they may request that this complaint be reopened so that we can continue reviewing the case.

Best regards,

Samuel

Casino Guru