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 am disputing Richard Casino’s decision to apply the maximum cashout limit from a Tuesday Free Spins promotion to winnings that were generated after a separate deposit was made without any bonus attached.

I initially claimed the Tuesday Free Spins promotion and completed all wagering requirements associated with that promotion. After completing the wagering requirements, the bonus funds converted to cash

At that point:

• The wagering requirement had been fully completed.
• The bonus had converted to cash.
• There was no active wagering requirement remaining.

I then made a completely separate deposit using my own funds and did not activate any bonus or promotional offer.

After making this deposit, I continued playing and subsequently won approximately AUD $2,700.

When I later requested a withdrawal, Richard Casino applied the Tuesday Free Spins maximum cashout limit of AUD $150 and confiscated the remaining winnings.

The casino’s position is that because the AUD 

remaining on my balance originated from the completed free spins promotion, the later deposit created what they describe as a "mixed balance." They state that once funds are mixed, the balance remains linked to the original promotion and therefore remains subject to the maximum cashout limit from that promotion.

I have repeatedly asked Richard Casino to identify the exact clause in their Terms and Conditions that expressly states:

A subsequent cash deposit becomes subject to a previously completed bonus.

Winnings generated from a later non-bonus deposit are deemed bonus winnings.

The maximum cashout limit from a completed free spins promotion continues to apply after wagering has been completed and the bonus has converted to cash.

Despite several requests, the casino has not identified a specific contractual clause that clearly states this. Instead, they have repeatedly explained how their system treats "mixed funds."

The only supporting wording provided by the casino states:

"To maintain the integrity of gameplay and prevent potential system-initiated balance adjustments, players are advised to use either real funds or bonus funds exclusively during a single gaming session, rather than combining both."

In my view, this wording advises players not to combine balances but does not clearly state that winnings generated from a later non-bonus deposit remain subject to the maximum cashout restriction of a completed free spins promotion.

I am not disputing that the Tuesday Free Spins promotion has a maximum cashout limit. I am disputing the application of that limit to winnings generated after:

The wagering requirements were completed.

The bonus converted to cash.

A separate deposit was made without any bonus attached.

I am requesting an independent review of whether Richard Casino correctly applied the Tuesday Free Spins maximum cashout limit to winnings generated after a subsequent non-bonus deposit, and I request that the casino identify the exact contractual clause relied upon when confiscating the winnings.

total amount they confiscated was $2550

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Dear Smilii7,

Thank you for submitting your complaint. I’m sorry to hear about your experience with Welle Casino and appreciate you bringing this to our attention.

May I ask a few questions to better understand what happened?

• Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?
• Could you please confirm whether your casino balance was shown as separate 'real money' and 'bonus' balances?
• Can you clarify how much money you had in your casino account after you completed the bonus wagering requirements? Were these winnings transferred to a real money balance or marked as withdrawable?

We hope to resolve this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

thank you for getting back to me. In response to your questions.

1. Were you informed at any point that the bonus terms and conditions remain in effect even after you have completed the wagering requirements?

No. I was aware of the wagering requirements and the maximum cashout limit associated with the Tuesday Free Spins promotion. However, I was not informed that those bonus conditions would continue to apply after the wagering requirements had been completed and the bonus funds had converted to cash. I was also not informed that a subsequent deposit made without any bonus attached would remain subject to the original promotion’s maximum cashout limit.

2. Could you please confirm whether your casino balance was shown as separate ‘real money’ and ‘bonus’ balances?

Yes. During the wagering process, the casino displayed separate real money and bonus balances. Once the wagering requirements were completed, the bonus balance was cleared and the remaining funds were transferred to my cash balance. At that point, I no longer had an active bonus balance displayed.

3. Can you clarify how much money you had in your casino account after you completed the bonus wagering requirements?

To the best of my recollection I had approximately AUD $50 - $100 remaining in my account.

4. Were these winnings transferred to a real money balance or marked as withdrawable?

Yes. After the wagering requirements were completed, the remaining funds were transferred to my real money balance and were no longer displayed as bonus funds. And it was also marked as withdrawable.

Hi Kristina,

While the Tuesday Free Spins promotion does not disclose a specific maximum withdrawal limit within the promotion-specific terms, I acknowledge that the general bonus terms contain a 150 AUD maximum winnings limit for free spins bonuses. My dispute is not about the existence of that limit. My dispute is whether that limit can continue to apply after wagering has been completed, the bonus has converted to cash, and a subsequent deposit is made without any bonus attached."

Thank you for your reply, Smilii7. We agree that once the wagering requirements have been completed and winnings transferred to the real money balance, bonus rules should no longer apply.

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina,

hope you are well. I have send you an email with a copy of correspondence

Hi Kristina,

hope you are well.

Further to my previous emails I have sent you showing correspondency between myself and the casino. i have today received this email from the casino.

In this email, Richard Casino confirms that once wagering is completed, the winnings from the bonus become real money and are transferred to the cash balance.

I thought this may be relevant to the review.

Dear Smilii7,

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 Smilii7,

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.

We would like to invite Richard Casino to join the conversation.

Dear Richard Casino,

I acknowledge that each no-deposit bonus is subject to a maximum win limit as outlined in your bonus terms. However, the player has successfully completed the wagering requirements associated with the Tuesday Free Spins promotion, and the resulting winnings appear to have been transferred into the player’s real money balance. This would naturally suggest that the restrictions attached to the bonus should no longer apply to subsequent gameplay or the balance.

Additionally, the player has made a real-money deposit without any active bonus, which raises further questions as to why any bonus-related conditions would continue to affect later winnings, unless this was clearly communicated to the player in advance of the deposit.

We would appreciate a detailed explanation of the actions taken in this case and the specific rules that support them. Alternatively, if the measures applied are not supported by the terms and conditions, we kindly ask that the player be allowed to withdraw their winnings.

If there are any relevant details or circumstances that cannot be disclosed publicly, I would appreciate it if you could share them directly with me at michal.k@casino.guru for independent review.

Thank you in advance.

Hi Michal,

thank you for getting back to me and taking the time to review my case.

I acknowledge you correspondence sent to the casino, and will wait for their response and your update.

if you require anything further from me please let me know.

Dear Michal,

Thank you for your message.

We would like to clarify the application of the "Tuesday Free Spins 50" promotion in this case.

The player participated in the promotion activated via the FS50 code and successfully completed all associated wagering requirements. The winnings generated from this promotion are subject to the maximum winnings rule defined in the applicable Bonus Terms.

As stated in our Terms:

"The maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR, 100 USD, 150 AUD, 140 CAD, 160 NZD, 1000 NOK, 0.002 BTC, 0.19 BCH, 0.03 ETH, 0.63 LTC, 500 DOGE, 100 USDT. Any winnings exceeding this amount will be forfeited upon withdrawal or after 24h after bonus wagering. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

The key point in this case is that the promotional limitation applies to winnings originating from the free spins bonus and remains applicable until the withdrawal of the relevant balance is processed, as defined in the Terms accepted by the player.

Completion of wagering requirements does not remove or invalidate the applicability of the maximum winnings rule to the winnings generated from the promotion. The limitation continues to apply as defined in the bonus terms until the withdrawal stage is reached.

In this case, the player did not proceed to immediate withdrawal after completing wagering requirements and instead continued gameplay using the resulting winnings.

The application of the maximum winnings limitation was therefore carried out at the withdrawal review stage, in accordance with the Terms and Conditions agreed to by the player upon participation in the promotion.

We would also like to emphasize that the promotional terms were clearly presented and accessible to the player prior to acceptance of the bonus, and the player voluntarily chose to continue gameplay after completion of wagering instead of withdrawing the available balance.

For these reasons, we maintain that the adjustment and payout processing were performed correctly and in line with the applicable Terms.

Kind regards,

Richard Casino Team

Dear Michal,

Thank you for obtaining Richard Casino’s response.

I acknowledge that the general Bonus Terms contain a maximum winnings limit of AUD 150 for free spins bonuses and state that the relevant balance remains subject to the maximum winnings rule until withdrawal.

However, my concern remains that the published Terms do not expressly state what Richard Casino is now asserting.

Specifically, I have been unable to find any term that states:

A subsequent real-money deposit becomes part of the "relevant balance";

A later deposit made without any bonus attached remains subject to the original free spins promotion;

Winnings generated from subsequent real-money gameplay are treated as winnings resulting from the original free spins bonus; or

Making a new deposit after the bonus has converted to real money does not end the application of the promotional maximum winnings rule.

Richard Casino has stated that these consequences were "clearly presented" before I accepted the promotion.

Respectfully, after reviewing the published Bonus Terms, I cannot find any wording that clearly communicates these consequences to the player.

Richard Casino also confirmed to me by email that, once the wagering requirements are completed, the winnings from the bonus become real money and are transferred to the cash balance. Based on that explanation, it was my genuine understanding that the bonus had concluded and that any subsequent deposit made without a bonus would be treated as normal real-money play.

I also noticed that Richard Casino’s response quotes the following wording:

"Any winnings exceeding this amount will be forfeited upon withdrawal or after 24h after bonus wagering."

However, the version of the Bonus Terms that I have, and which I understood to apply when I participated in the promotion, does not contain the words "or after 24h after bonus wagering." It simply states:

"Any winnings exceeding this amount will be forfeited upon withdrawal."

For that reason, I would appreciate clarification from Richard Casino as to whether they are relying on a different version of the Bonus Terms than the one that applied to my promotion. If the Terms have been amended, I would also appreciate confirmation of which version was in effect on the date I accepted and completed the Tuesday Free Spins promotion.

I respectfully ask Casino Guru to consider whether the published Terms clearly disclose that, after wagering has been completed, the bonus has converted to real money, and a subsequent deposit has been made without any bonus attached, later winnings remain subject to the original free spins maximum winnings rule.

Dear Smilii7,

Thank you for your response and for pointing out the slight inaccuracy in the citation of the casino rules.

I understand how this may have caused some confusion, however this was simply an unintentional inaccuracy in wording rather than any attempt to refer to a different rule or misrepresent the applicable terms.

As can be seen in the casino bonus T&Cs, which you agreed to, the relevant rule is as follows:

This somehow addressed one of the questions on how you were informed that the winnings from this particular bonus are subject to the restrictions.

As it's quite clearly stated:

Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

I agree with you that, in relation to this specific rule, there is no explicit wording in the casino’s bonus T&Cs stating that a subsequent real-money deposit would remain subject to the same restriction. At the same time, it is also not clearly stated that such a deposit would be excluded from this rule. For this reason, the clause indicating that "funds on the balance are subject to the maximum winnings rule" still appears to be applicable in practice.

Could you please help clarify why the AUD $150 were not withdrawn prior to making the subsequent deposit? If this had been done, it may have helped avoid the situation that has arisen.

Additionally, as you have previously participated in multiple bonus offers at Richard Casino, including after this incident, there appears to have been sufficient opportunity to familiarise yourself with the applicable terms and conditions.

That said, I would still like to receive clarification from the casino on whether the disputed winnings were generated exclusively from the AUD $150 "bonus" funds, or whether the later deposit funds were also involved, and if so, how they contributed to the overall gameplay and winnings.

Dear Richard Casino Team,

Thank you for your response and for clarifying the reasons for the action taken.

I also acknowledge your follow-up email, including the correction regarding the citation of the applicable bonus terms and rules.

Kindly provide me with the player’s full game log, including the bonus history and a detailed breakdown of how the funds were used during gameplay for that specific time frame.

Please send this information to michal.k@casino.guru for independent review.

Thank you in advance.