Shokki Casino - Dobici igrača su konfiskovani zbog kršenja pravila bonusa.

I have played at shokki for a few weeks. I have played so much I became a VIP customer.

Being a VIP customer I got a bonus sent to me in email form from the VIP account manager - and that flattered me. Some free spins at a slots. I normally don’t try bonuses but as I was VIP and felt exclusive - why not.

I did my free spins and won a small amount. Around €30. I never utilised bonuses as u don’t like it and i prefer having my own money. I actually at shokki have opted out of deposit bonuses etc - cancelling them as soon as they are ’active’.

After I tried the bonus spins I went to another slot and did my thing purchasing the feature buy. Apparently there is a rule in the bonus rules that states that the bonus must be wagered in bets smaller than €5 at a spin and you’re not allowed to buy feature spins as the bonus will be forfeited. We are talking about €30 of a bonus.

I played well and won a fair bit. Days after this. And when I tried to withdraw 15.000 euro, as it’s been pending for half a day, I got an email saying that I have violated their bonus rules 2 times and therefore they seized all my winnings, cancelling my withdrawal and leaving me with little to nothing left.

I read the rules and the rules state that if I violate the rules, the bonus is forfeited and the accumulative winnings seized. I had somewhere of around €5.000-7.000 of my own money at shokki when I tried the VIP-bonus spins. The bonus was €30 and since I didn’t wager the bonus correctly they seized all my winnings. All of them. For €30 bonus.

The bonus itself never helped me winning as it was such a minuscule part of my bankroll and hence I find it very very strange that they forfeited and seized all my winnings.

There is no one to contact other than the live chat, the VIP account manager that reached out to me on mail (gave me her phone number etc) doesn’t answer. I am now waiting for this matter to be escalated to the managers and people above for review.

This behaviour from shokki really is a red-flag. It feels like they are purposefully luring people into meaningless bonusspins just so they can point their fingers at you when you actually win that you apparently violated their bonus rules.

In my case the bonus didn’t matter at all. All my winnings are from my own money and I purchase feature buys from €120-€900 a pop.

I have a problem now that I feel helpless in this matter, that shokki really is doing this to their VIP player. A tiny bonus of €30 that wouldn’t have affected my bankroll at all is the reason they seized all my winnings and took around €20.000 of my money. Money I needed. Money I win fair and square.

Below follows their email.

Hey XXXX,

Thanks for playing with us!

As you know, we have the right to check transactions in the game account. If we suspect that the player has broken the rules, we have the right to confiscate the bonuses and winnings received as a result of playing against the rules.

Since your last withdrawal, we have checked the transactions in your game account, and we have evidence that you have used our services in violation of the rules.

In accordance with the casino and bonus rules, we have decided to confiscate all winnings and bonuses that you have received in violation of our terms. 

Please note the following bonus rules: 

Maximum stake:

The maximum stake per slot spin/table game, and hand/video poker deal when playing with bonus money is five Euro (€5). If this rule is broken, the player agrees that the bonus and any associated winnings may be removed.

"Bonus buy", i.e. as a feature in a game when a bonus round of Free Spins round can be bought, is not allowed when using bonus money and Casino reserves the right to forfeit the whole bonus."

The rules were broken on the following rounds:

8/25/2025 17:37 Gates of Olympus EURCASINO_BUYIN200

8/25/2025 17:35 Gates of Olympus

EURCASINO_BUYIN30

Dear player,

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

Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Dominika

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Hello,

They refuse to supply me with the information of game history other than what their initial email said so it’s super hard for me to give you the excel information.

Hello,

I managed to get the game history and have sent it in email form to you.

I sent you the correspondence between me and shokki in emailform

Dear player, could you please also share your deposit history?

Dear player,

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,

Dominika

Casino.Guru