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Subject: Withdrawal of €1200 Unfairly Canceled

Hello,

My €1200 withdrawal was canceled by the casino, claiming "wagering requirements not met" or that certain games don’t contribute.

I followed all terms and conditions, and the games I played clearly counted toward the wagering requirements. Nowhere was it stated that winning before completing the full wager would void my withdrawal.

This cancellation is unfair. I request your assistance in resolving this issue and ensuring my withdrawal is processed correctly.

Thank you for your support.

Best regards,

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Dear Alexisp44,

Thank you for submitting your complaint. I’m sorry to hear about the issue regarding the cancellation of your €1200 withdrawal.

Please note the following terms and conditions related to bonus funds and withdrawals:

1.8. When you take part in a promotion, both deposited funds and bonus funds become part of the "bonus balance." If a bonus is active, wagering requirements must be completed, or the bonus balance must be reduced to zero before a withdrawal can be made. The only exception is if you wish to withdraw your deposit only, in which case all bonus funds and any associated winnings will be forfeited.

1.12. If you request a withdrawal before meeting the wagering requirements, you will forfeit your bonus amount, any bonus winnings, and you will be opted out of the promotion.

1.13. Bonus funds are displayed separately from deposited funds in your player account. They can only be withdrawn once they have been converted into real money.

1.14. While playing with an active bonus, funds are used in the following order: funds required to trigger the bonus, bonus funds, and then any remaining funds.

1.15. You may withdraw your real money balance before completing wagering requirements; however, doing so will result in forfeiture of all bonus funds.

1.16. If both your deposit and bonus funds are depleted before fulfilling wagering requirements, any remaining wagering requirements will be cleared.

1.17. Once wagering requirements are fully met, deposited funds, bonus funds, and any winnings become withdrawable as real cash.

According to the standard Terms and Conditions, all winnings, available bonus amounts, or promotional offers will be canceled and removed from the player’s bonus balance if they are not used within the specified time period and before the wagering requirements have been fulfilled. For more detailed information, we recommend reviewing the Wagering Requirements section.

To better understand your situation and assist you effectively, could you please clarify the following:

• Could you confirm the names of the specific games you played, and how you believe they contributed to the wagering requirements?
• Did you receive any notifications or messages regarding the cancellation of your withdrawal?
• Can you provide any other documentation or screenshots that support your claim?

We hope to assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your reply and for looking into my case.

Here are the details of my situation:

I played mainly on the game "Wanted Dead or a Wild".

According to the bonus terms, this game contributes 0% towards the wagering requirements, but it is not listed as a restricted or forbidden game.

I was able to place bets and continue playing normally, without any warning or restriction from the system.

At some point, I won approximately 500€ from a spin on this game. However, my withdrawal was later canceled by the casino. I didn't play that particular machine much; I probably only did 300 spins on it. I played about thirty different machines during my wagering period.

I did not receive any clear notification explaining that playing this game could lead to confiscation of winnings.

From my understanding, a 0% contribution only means that the bets do not count towards wagering, but it should not result in the loss of winnings.

Unfortunately, I do not have a full history of all my bets, but I can confirm that I did not intentionally try to bypass any rules.

Please let me know if you need any additional information or screenshots.

Thank you for your help.

Best regards,

Please find attached a screenshot of the withdrawal cancellation and the reason provided by the casino.

Alexis

Hello,

Please find attached screenshots of the relevant terms and conditions. These clearly state that the listed games contribute 0% toward the wagering requirements. In other words, they do not count toward the wager, but they are not identified as prohibited.

The terms also mention that the casino reserves the right to void any winnings obtained from playing prohibited games. However, at no point do the terms explicitly classify these games as prohibited—only that they do not contribute to the wagering requirements.

This lack of clarity creates significant ambiguity for players. I relied on the terms and conditions as presented on your website and had no reasonable basis to believe that I was breaching any rules by playing a game that is not explicitly described as prohibited.

sorry my english is not very good.

Kind regards,

Thank you for your reply and for providing the previous details, Alexisp44.

According to the information you provided, the fact that these games contribute 0% toward wagering requirements effectively means they are restricted for the player in the context of bonus play. While they may not be explicitly labeled as "prohibited," they do not contribute in any way toward fulfilling the wagering requirements, making their use incompatible with completing the bonus conditions.

Have you previously contacted the casino about this issue? If so, what was their response?

Can you provide any other documentation or screenshots supporting your claim? You can send all documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Dear Alexisp44,

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.



Subject: Additional clarification regarding restricted games

Hello Petra,

Thank you for your reply.

I would like to clarify an important point regarding the "0% contribution" games.

A 0% contribution does not necessarily mean that the games are forbidden. It only means that these games do not count towards the wagering requirements. Nowhere in the terms is it clearly stated that these games are strictly prohibited.

Additionally:

I was able to access and play the game without any restriction.

There was no warning or system block indicating that the game was not allowed.

The casino allowed me to continue playing normally.

If a game is truly forbidden, the system should prevent access or display a clear warning. Allowing players to play freely and only later voiding winnings is unfair and misleading.

I believe this situation is due to unclear terms and lack of enforcement from the casino side.

I will also provide screenshots of the bonus terms showing that these games are listed as 0% contribution, not explicitly forbidden.

Thank you for your help.

Dear Alexisp44,

Thank you for your reply and for providing the previous details.

Based on the information and materials you have provided, as well as our internal assessment, we would like to clarify that games with a 0% contribution toward wagering requirements are effectively considered restricted within the context of bonus play. While such games may not always be explicitly listed as "prohibited," they do not contribute in any way toward fulfilling the wagering requirements and therefore cannot be used to progress or complete bonus conditions.

As a result, any gameplay on these titles does not count toward the required wagering and cannot be considered when evaluating bonus-related winnings.

Given these circumstances, and in line with our internal rules and evaluation standards, we are unable to support your claim further. Therefore, I must inform you that your complaint will be closed as rejected.

I am sorry that we are unable to assist you further in this matter at this time. Should you have any additional relevant evidence in the future, please do not hesitate to contact us again.

Thank you for your understanding and cooperation.

Best regards,

Petra