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Hi. I won €601.70 and wagered the bonus according to the rules. Why did the casino reset the money and only leave 75e for the game. The casino lost my money when I tried to withdraw the €601.70. Quite a scam even though everything was correct and I played honestly. Kyc was completed before playing.

Hei. Voitin 601,70 € ja kierrätin bonuksen sääntöjen mukaan. Miksi kasino nollasi rahat ja jätti vain 75e pelitille. Kasino hävitti minun rahat kun yritin nostaa ne 601,70 euroa. Aika huijausta vaikka kaikki oli oikein ja rehellisesti pelasin. Kyc oli suoritettu ennen pelaamista.

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Dear Aeo2026,

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

Please give us additional details to better understand the situation.

• Were you aware of any max win limit before playing the bonus?
• Could you please provide screenshots of the bonus terms or a link to the bonus?
• Did you receive any communication from the casino regarding the reset of your balance? Please provide screenshots of your communication with casino.

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

Best regards

Jean

I have never been in a situation at any other casino where the casino steals the money I won from me. The bonus was properly wagered and I made sure I only played allowed games. When I tried to withdraw my winnings, the casino stole my money, a total of €526.70, and only left €75 for the games. Unbelievable that a casino would steal the money won by its customers, truly unbelievable.

En ole koskaan millään muilla kasinoilla joutunut tilanteeseen että kasino varastaa minulta voittamani rahat. Bonus oli asiallisesti kierrätetty ja seurasin koko ajan että pelasin vain sallittuja pelejä. Kun yritin nostaa voittojani niin kasino varasti minun rahojani yhteensä 526,70 € ja jätti vain 75 euroa pelitille. Uskomatonta että kasino varastaa asiakkaansa voittamat rahat, todella uskomatonta.

Thank you very much for your reply, Aeo2026. It must have been very frustrating to have your winnings confiscated.

For me to understand better, please answer the following questions.

• Could you please tell the deposit you made tied to this specific bonus?
• Were you aware of any max win limit before playing the bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru when you tried to ask why only €75 is left after completing the bonus? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear Aeo2026,

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,
Jean
Casino.Guru