Cobra Casino - Spillerens konto er blevet lukket, og gevinster er blevet konfiskeret.

Hello there,

I received a bonus of 200 euros from Cobra Casino about 4 months ago. I played through it according to the rules and ended up with about 200 euros left. It was possible to withdraw it at that time.

After receiving several calls from them for several months, informing me that I had money in my account, I decided to go in and play.

I then won back the aforementioned 770 euros. I was verified and had them sent for payment. Suddenly they are rejected, and they give me the reason that I was not allowed to win more than 50 euros on my 200 euros bonus several months ago?

Now they have removed my money and banned my account. I can't log in anymore. I don't have many pictures of anything, since I am banned.

What do we do?

Hej med jer,

Jeg har for omtrent 4 måneder siden modtaget en bonus på 200 euro fra Cobra Casino. Jeg spillede dem igennem efter reglerne og endte med at have cirka 200 euro tilbage. De var mulige at udbetale på dette tidspunkt.

Efter jeg så i flere måneder modtog adskillige opkald fra dem, hvor de ville informere mig om, at jeg havde penge på kontoen, valgte jeg at gå ind og spille.

Jeg vandt mig så op på de omtalte 770 euro. Jeg blev verified og fik sendt dem afsted til udbetaling. Pludselig bliver de så afvist, og de giver mig begrundelsen, at jeg ikke måtte vinde mere end 50 euro på min 200 euros bonus for flere måned siden?

Nu har de så fjernet mine penge og banned min konto. Jeg kan ikke logge ind mere. Jeg har ikke mange billeder af noget, da jeg er jo er banned.

Hvad gør vi?

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

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 provide me with more information regarding the bonus you activated four months ago? Am I correct in understanding that it was a free, no-deposit bonus?
• Did you submit a withdrawal request four months ago, when you won 200€ from the bonus?
• Were your winnings capped in any way after you finished wagering the bonus?

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

Dear Veronica,

Thank you very much for your feedback and for trying to help clarify the matter. I would be happy to answer your questions and at the same time provide an overview of what has happened.

Yes, you are absolutely right that it was a free bonus with no deposit. I played through the bonus in full and fulfilled all the requirements attached to it.

It is true that about four months ago I submitted a withdrawal request when I had won around €200. I was even contacted several times by a VIP employee from the casino, both by phone and in writing, encouraging me to request a withdrawal. At no point was any kind of limitation or cap on the winnings mentioned – on the contrary, I kept getting the impression that everything was fine and that I just had to go through the verification process.

As for a potential cap on winnings: No, there was no visible or communicated limit on winnings when I played. Once I won the €200, I was met with constant card and identity verification issues – issues that dragged on for months, even though I had submitted all the necessary documents correctly. Yet at no point did anyone mention that I could only withdraw €50.

The most surprising thing is that as soon as I won a larger amount (around €750), the casino suddenly changed its explanation and claimed that I was not entitled to the amount. This happened after their own employees had contacted me to help get a withdrawal going through. Only then was a rule about a win cap suddenly "found" – a rule that had never been mentioned before and which was not apparent in any way when I played through the bonus.

I therefore believe that it is obvious that the casino has withheld my winnings on an unreasonable basis. I have acted in good faith, followed all rules and instructions, and even had direct dialogue with a VIP manager who confirmed that I could get my money paid out. The fact that the casino first accepted that I could withdraw €200, but then withdrew when the amount became larger clearly shows that this is not fair treatment.

I therefore stand firm that I am entitled to the payment of the entire amount won. The casino has had ample time to process the case correctly, but instead they have created obstacles and tried to reinterpret the rules afterwards.

I hope this provides a clear picture of the process and that we can reach a fair solution.

Kind regards,

Jacob

Kære Veronika,

Mange tak for din tilbagemelding og fordi du forsøger at hjælpe med at få klarlagt sagen. Jeg vil meget gerne besvare dine spørgsmål og samtidig give et overblik over, hvad der er sket.

Ja, du har helt ret i, at der var tale om en gratis bonus uden indbetaling. Jeg spillede bonussen fuldt igennem og opfyldte alle krav, der var knyttet til den.

Det er korrekt, at jeg for omkring fire måneder siden indsendte en udbetalingsanmodning, da jeg havde vundet omkring 200 €. Jeg blev endda kontaktet flere gange af en VIP-medarbejder fra casinoet, både via telefon og skriftligt, hvor han opfordrede mig til at anmode om udbetaling. På intet tidspunkt blev der nævnt nogen form for begrænsning eller loft på gevinsterne – tværtimod fik jeg hele tiden indtrykket af, at alt var i orden, og at jeg blot skulle igennem verificeringsprocessen.

Hvad angår et eventuelt loft over gevinster: Nej, der var ingen synlig eller kommunikeret begrænsning på gevinsterne, da jeg spillede. Da jeg først havde vundet de 200 €, blev jeg mødt med konstante problemer omkring verificering af kort og identitet – problemer, som trak ud i månedsvis, selvom jeg havde indsendt alle de nødvendige dokumenter korrekt. Alligevel nævnte ingen på noget tidspunkt, at jeg kun kunne få udbetalt 50 €.

Det mest opsigtsvækkende er, at så snart jeg vandt et større beløb (ca. 750 €), ændrede casinoet pludselig forklaring og påstod, at jeg ikke havde ret til beløbet. Dette skete efter, at deres egne medarbejdere havde kontaktet mig for at hjælpe med at få en udbetaling til at gå igennem. Først dér blev der pludselig "fundet" en regel om et gevinstloft – en regel, som aldrig tidligere havde været nævnt, og som ikke fremgik på nogen måde, da jeg spillede bonussen igennem.

Jeg mener derfor, at det er åbenlyst, at casinoet har tilbageholdt mine gevinster på urimeligt grundlag. Jeg har handlet i god tro, fulgt alle regler og anvisninger, og tilmed været i direkte dialog med en VIP-ansvarlig, som bekræftede, at jeg kunne få mine penge udbetalt. At casinoet først accepterede, at jeg kunne udbetale 200 €, men derefter trak sig, da beløbet blev større, viser tydeligt, at der ikke er tale om en fair behandling.

Jeg står derfor fast på, at jeg har krav på udbetalingen af hele det vundne beløb. Casinoet har haft rigelig tid til at behandle sagen korrekt, men i stedet har de skabt forhindringer og forsøgt at omfortolke reglerne bagefter.

Jeg håber, at dette giver et klart billede af forløbet, og at vi kan komme frem til en retfærdig løsning.

Med venlig hilsen,

jakob

So it doesn't make sense to get a bonus you can play through if you can only withdraw 50 euros anyway?

and my winnings had nothing to do with the casino! I played through my bonus and then I won on sportsbet! So it doesn't make sense! And too bad they are trying to scam people!

så giver det vel ikke mening at få en bonus man kan spille igennem hvis man alligevel kun kan udbetale 50 euro?

og mine gevinster havde intet med casino at gøre! Jeg spillede min bonus igennem og derefter vandt jeg på sportsbet! Så det giver ikke mening! Og ærgerligt at de prøver at snyde folk!

Thank you for your detailed reply and for clarifying what happened. I completely understand your disappointment — it’s always frustrating when winnings are deducted after what seemed to be a legitimate win.

However, based on the information you provided, it appears that the issue is related to the conditions of the original free bonus you received. Free (no-deposit) bonuses almost always come with a cap on the maximum amount that can be withdrawn from them. In this case, the casino’s bonus terms specify that the maximum withdrawal amount generated from winnings using a loyalty free spins is limited to €50 (or equivalent in other currencies).

The maximum withdrawal amount generated by winnings from loyalty free spins is capped at 50 EUR/USD; 75 CAD/AUD/NZD; 500 NOK; 200 PLN; 3,500 RUB; 6,000 JPY; 20,000 KZT; 4,000 INR; 0.0013 BTC; 0.23 BCH; 0.024 ETH; 0.83 LTC.

If the verification process was never completed after your initial win of €200 and the withdrawal wasn’t successfully processed at that time, the capped withdrawal wasn’t applied yet. This means that the balance you continued playing with was still considered bonus-derived and technically not withdrawable. Once you resumed playing after several months, any additional winnings were, unfortunately, accumulated from funds that were not eligible for withdrawal under the bonus rules.

To proceed with the investigation, could you clarify the following?

• When exactly was your account verified?
• Did you submit a withdrawal request after your account was verified, or did you continue playing with the €200 winnings?

This is a joke! Don't bother to take a long time to answer when you're a joke too 🙂

Listen, they called me to tell me to withdraw my money! They called me?!?!?!n and then I win a pretty big amount! Wow, they just find a rule Hahahah!

for laughs! Get my money or casino guru is just as big losers as all the gambling sites! Get your fucking shit together

det er Til grin det her! Gider ikke bruge lang tid på at svare når du også er til grin 🙂

hør nu efter, de ringede til mig for at sige jeg skulle udbetale mine penge! De ringede til mig?!?!?!n og så da jeg vinder ret stort beløb! Hovsa så finder de lige en regl Hahahah!

til grin! Få fat i mine penge ellers er casino guru jo lige så store tabere som alle gambling siderne! Tag jer fucking sammen

I completely understand why this situation feels frustrating — winning money and then not being able to withdraw it is upsetting. However, aggressive or abusive language will not help to resolve the matter faster and may delay further assistance.

As I already mentioned, no-deposit bonuses usually have a maximum withdrawal limit. This limit typically applies only after a withdrawal request. Since the €200 from your bonus was never withdrawn immediately, your balance continued to grow as bonus-derived funds, which technically are not fully withdrawable. The casino’s call encouraging you to withdraw was meant to prevent this situation, not to mislead you. Therefore, could you please specify whether you submitted a withdrawal request after your account was verified, or if you continued playing with the €200 winnings?

as said Yes

I also tried to withdraw 200 euros when I had been verified, but it went wrong because there was "obviously" something wrong with a document!

Shut up with the bad language!!!! You are protecting some vile people who cheat people every day!

for laughs and it doesn't even seem like you want to help haha! Get your act together you bot

it's fucking cheating and deceit! You know it! I know it! And the losers at the casinos know it! So give me my fucking money or find another job

It's not going very well, man!

The rules you list don't make sense when they themselves fucking call and say I have to pay the money! Get something

som sagt Ja

jeg prøvede også at udbetale 200 euro da jeg var blevet verificeret men det gik galt da der "åbenbart" lige var noget galt med et dokument!

hold nu kæft med det dårlige sprog!!!! Du sidder og beskytter nogle usle mennesker som snyder folk hver dag!

til grin og det virker ikke engang som om du gider at hjælpe haha! Tag dig sammen din bot

det er fucking snyd og bedrag! Du ved det godt! Jeg ved det godt! Og taberne ved casinoerne ved det godt! Så skaf mig mine fucking penge eller find et andet arbejde

det går ikke særlig godt mand!

de regler du remser op giver ikke mening når de selv fucking ringer og siger jeg skal udbetale pengene! Fat noget

Dear jtyr,

We fully understand how disappointing this situation is. However, after carefully reviewing all available information, including the casino’s bonus terms and your account activity, we have to conclude that the casino acted in line with its stated rules.

The bonus you received was a free (no-deposit) offer, and according to the casino’s terms, winnings generated from such bonuses are subject to a maximum withdrawal limit of €50. Because your original withdrawal request was never successfully processed, the entire balance remained bonus-derived and could not be considered fully withdrawable funds.

While we understand that the situation and communication from the casino may have caused confusion, the limitation on withdrawals from no-deposit bonuses is standard practice across most casinos and is clearly specified in the bonus terms.

Given these findings, we must reject this complaint as unjustified.

Best regards,

Veronika

Casino.Guru