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I played the casino with the bonus, turned $150 into $1500, after waiting an excessive amount of time, the casino rejected my withdrawal and confiscated my funds claiming that I broke the tos of the bonus. I did not, they claimed I played a game that I did not play with my bonus money, I played the game without my bonus money. They refused to show me the logs to prove I did and said that if I kept complaining they would ban my account. I am going through the legal process as it stands to get my money. Additionally, I recorded/live streamed my entire time on the casino and verified I never played that slot.

Dear Casingyyfgyb,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please forward me the email from the casino you received after your winnings were confiscated? My email address is veronika.l@casino.guru.

Do I understand correctly that the casino confiscated your winnings because you allegedly played a game that was forbidden to play with an active bonus?

Have you contacted customer support via email to request your gaming history from the day you activated the bonus and played with it?

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

Best regards

Veronika

I have contacted their support and they threatened to ban my account completely.

Email forwarded

Thank you for the email. Have you played any other games apart from "Madame Destiny Megaways" while your bonus was active?

Have you encountered any pop-up warnings indicating that certain games are restricted when you have an active bonus?

We believe that if a casino prohibits playing specific games with an active bonus, the casino's software or website should prevent players from launching those games.

No warnings popped up and I did not play that game as I was playing only Hacksaw game (that game named is Pragmatic) when i had my bonus balance. I did play pragmatic on a raw balance with no bonus active. They refuse to show me the logs of playing that game with a bonus balance.

Thank you very much, Casingyyfgyb, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Casingyyfgyb,

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.

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

Dear Jokersino Casino,

Could you kindly provide further clarification on how the player could have breached the bonus terms and conditions, considering they have stated that they played the restricted game without any bonus being active at that time? If the information cannot be shared publicly, please forward it, including supporting evidence (the player's full game log), to me at michal.k@casino.guru

They have officially closed my account, I am unable to log in now.p

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casingyyfgyb,

I have made several attempts to reach out to the casino, but unfortunately, I have not received any useful or helpful information from them, and my most recent emails have gone unanswered. I’m afraid there is not much that can be achieved without the casino team's cooperation. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the AnjouanGaming Authority (File a complaint - Anjouan Gaming) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru