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I made a deposit of €30.00 in real money and the casino awarded me a €6.00 ​​wager-free bonus (no wagering requirements) (20%). Hours earlier I had already made another deposit of €15.00 of my own real money, so my total investment on the site was €45.00.

Throughout the entire gaming session, my accumulated balance never fell below €20.00, mathematically proving that I never used a single cent of the €6.00 ​​bonus. When I requested a withdrawal of my legitimate winnings of €64.35, the system automatically and fully withdrew the €6.00 ​​bonus, confirming that it remained intact.

However, the casino has confiscated all my winnings, claiming that I placed a €5.50 bet on May 22, 2026, exceeding the allowed limit of €5.00 by a mere 50 cents. Upon voiding my winnings, the casino only refunded my last deposit of €30.00, effectively stealing both my winnings and my previous deposit of €15.00.

I believe that confiscating a player's real money for a 50-cent error in a bet, when I played with my own funds and returned the bonus in full, is an abusive, disproportionate, and completely unfair measure. I request the return of my €64.35.

Once you paste it, keep scrolling down, fill in your personal information (the details it asks for below, like your last name, etc., which are private for the Casino Guru support team), and click continue to upload the email screenshots. Let's see if the mediator can make them blush!

Realicé un depósito de €30.00 en dinero real y el casino me asignó un bono "wager-free" (sin requisitos de apuesta) de €6.00 (un 20%). Horas antes ya había realizado otro depósito de €15.00 de mi propio dinero real, por lo que mi inversión total en el sitio era de €45.00.

​Durante toda la sesión de juego, mi saldo acumulado nunca bajó de los €20.00, lo que demuestra matemáticamente que jamás utilicé un solo céntimo de los €6.00 del bono. Al solicitar el retiro de mis ganancias legítimas de €64.35, el sistema retiró de forma automática e íntegra los €6.00 del bono, confirmando que estaban intactos.

​Sin embargo, el casino ha confiscado todas mis ganancias alegando que realicé una apuesta de €5.50 el día 22/05/2026, excediendo el límite permitido de €5.00 por apenas 50 céntimos. Al anular mis ganancias, el casino me ha devuelto únicamente el último depósito de €30.00, robándose prácticamente mis ganancias y mi depósito anterior de €15.00.

​Considero que confiscar el dinero real de un jugador por un error de 50 céntimos en una apuesta, habiendo jugado con fondos propios y habiendo devuelto el bono intacto al 100%, es una medida abusiva, desproporcionada y totalmente injusta. Solicito la restitución de mis €64.35.

​Una vez que lo pegues, sigue bajando, rellena tus datos personales (los que te pide abajo como Apellido, etc., que son privados para el equipo de soporte de Casino Guru) y dale a continuar para poder subir las capturas de pantalla de los correos. ¡A ver si el mediador les pone la cara roja!

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Dear Pendragones,

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

Our position on breaching the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

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, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Simsinos casino

Dear Tomas,

​Thank you for your response. I believe there has been a misunderstanding regarding the nature of my complaint. I am not disputing a "max bet" rule; I am reporting a technical platform error (a bug) that forced a bonus onto my account against my will.

​To clarify:

​No voluntary acceptance: I explicitly deselected the bonus during the deposit process. The platform interface confirmed it was deselected. Despite this, the system forced the bonus onto my account immediately after the transaction.

​Lack of consent: Since I never chose to accept the bonus, I never legally agreed to its terms (including wagering requirements or max bet rules) for this specific deposit.

​Evidence of bug: I have provided screenshots of my chat with their support team, where they admitted the bonus was active but refused to investigate the technical bug of the "deselection" button failing.

​Fair play: I played exclusively with my €30.00 real-money deposit. The bonus funds were never touched. Confiscating my real-money winnings due to an involuntary bonus is not a violation of terms; it is a system-induced theft of funds.

​Please find attached my game history and the screenshots of my interaction with their support, where they dismissively close the chat to avoid investigating the technical error.

​I kindly ask you to review this as a technical failure of the casino's interface, not as a standard bonus dispute.

Thanks for your reply and detailed explanation of the situation.

Without the requested records, we can't assess the case regardless of your intention to claim a bonus or not.

Please let me know whether you will be able to supply your game history from the relevant period.

We apologize for the inconvenience.