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Dear Matju,

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

Could you please specify if you accumulated your winnings with or without a bonus? If you played with a bonus, please send me a screenshot or a link to it.

Is there any chance that someone from your household or using the same IP as you also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Has the casino specified why your account was blocked?

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

written that a condition must be met for cash withdrawal. I made a deposit, turned over x3 according to their rules. Make the moment of deposits ok. The withdrawal attempt ended with the account being blocked.....

now the account is temporarily unblocked and the money is gone

Thank you for your reply. I checked the bonus T&Cs and I found this:

Maximum bet for the wagering period should not exceed $3 / €3 / 12 PLN / 300 RUB / 100 UAH. Buying a bonus and free spins in the slot is also a bet.

Our position 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 veronika.f@casino.guru.

I had no idea that I was participating in some kind of bonus. I only had to deposit money, turn over x3 to withdraw the winnings

it's sick how people are cheated and robbed of their own money. I thought the government would help me but I was wrong

besides, the winnings I wanted to withdraw were before the "bonus" so they illegally took my money away

I understand your frustration. However, without your complete gaming history in Excel format, we’re unable to proceed with your request for a refund of the confiscated balance. Please send us the requested document—otherwise, we won’t be able to continue with the investigation.

Dear Matju,

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,
Veronika
Casino.Guru