They did the same thing to me as that complaint. Larger win= account review until I lost it. This last time they literally lied to me so I would play my winnings down and acted like they did me a favor. Extremely disappointed in the dishonest practices.
Hello,
went through the complaint, which is now waiting for your update about the next course of action.
Let us know, please.
This casino should be rated 0.0/10.
It operates without any license, and many users, including myself, have been reporting unpaid withdrawals for a very long time. In my case, I have been waiting for almost 6 months. Customer service is rude and unable to help resolve issues, lies, and simply hangs up when I ask about the expected withdrawal date.
From my perspective, it should be blacklisted because it clearly operates as a ponzi scheme. Currently, they are not paying out any funds to old users, and even claimed to one user from LCB that he had already won too much and his 72 mbtc will not be paid out, but they continue to operate like a normal casino and accept new deposits/users...
To avoid further scams, please blacklist them and give them a rating of 0.0/10.
Hello, excellent point!
The truth is that as soon as enough unlucky players who ignored the warning and played there file an official complaint, the safety index may be reduced—yes.
Would you like to complain?
You know we won't be able to help you with the casino issue because of the casino's poor rating, but if you're concerned about this one number, this is the way to go.
I wish there was a way to close such sites, but only players can occasionally achieve that through everlasting mass lawsuits.
In any case, thank you very much for sharing this warning. Even our site contains unresolved cases; hence, the safety index is very low. 🙁
Stay as far away as possible from this site. I took a deposit bonus on my first deposit, 25 mBTC, when signing up for the site. I completed the 700 mBTC rollover. I was left with 149+ mBTC balance when completed. I requested a 50 mBTC payout, the max allowed per transaction. After weeks, I got an email saying it was cancelled. I reached out to the support chat and was told to submit again. After two and a half weeks, the 50 mBTC withdrawal was processed. To my dismay, I woke up the next morning with a 0.0 mBTC balance. The remaining 95 mBTC was gone from my account. Support said this was due to accepting the bonus. Those funds were considered forfeited. They cited terms that did not exist at the time of my deposit. I even found terms that directly contradicts what they are claiming. That 95 mBTC is almost $9,000. Again, do not go to this site.
Do you mean that they changed the terms for that bonus afterwards, right?
It would be good if you could provide a screenshot of the terms from that time you took it, actually, so there is proof of what you say.
Let's see what our complaint team will be able to do.
The original terms are archived here: https://web.archive.org/web/20250114090726/https://nitrobetting.eu/terms-conditions. It is listed under deposits and withdrawals at point 16.
"In case of winnings from bonus funds (non-deposit bonuses), a maximum withdrawal amount will apply. If you request a cash-out from bonus winnings, you may only withdraw the maximum allowed and the remaining amount from your winnings relating to the bonus in question will be voided."
Now, they said,
"Unless otherwise stated, any Bonuses granted have a 3x Rollover requirement associated to any winnings obtained from it and the first withdrawal after claiming a Bonus will be limited to a maximum of 40 mBTC. If your resulting balance exceeds this maximum withdrawal amount, any excess funds, except for your previous deposit’s amount, will be removed from your balance at the time of the withdrawal request."
That is found nowhere in the terms when I created my account and accepted the bonus. The terms I provided at point 16 directly contradicts their standing. I accepted a deposit bonus. If it was a non-deposit bonus then they would be totally in the right. Unfortunately, that is not the case.
Russell, the support manager, has informed me that this decision will stand.
Thank you for any and all help you are able to provide!
It's difficult when you encounter something like this, and then it's there and then it's changed.
Now we'll have to wait and see what our team says about it.
I know that maximum cashouts are often common with bonuses, but everything should definitely be communicated to the player so that they understand it and, ideally, know in advance what to expect when they look at the terms and conditions.
I'll keep my fingers crossed for you.🤞
Thank you Jaro. I am awaiting word back from Petronela now. I appreciate the help from everybody involved with CasinoGuru.
My "case" was closed after nothing was done to assist me. This seems like a good place for bettors in need of help, but just know it will not happen. Casino Guru sided with a website that stole over $8,000 from me. Thanks team!
Oh, I saw that Petronela explained it mainly by saying that a long time had passed between when it happened and when you filed your complaint. So it's not really about us siding with the casino, why didn't you come sooner?
I had to complete a 700 mBTC rollover for my balance to become eligible for withdrawal. I started my withdrawal the day my rollover was completed. It was not possible to contact you sooner...
I have serious doubts that Petronela even read the e-mail I sent her, as it provided all the answers to her follow up questions.
Just a complete waste of time.
Each resolver treats complaints with equal importance. Petronela read everything that was necessary, but cold cases are difficult to solve.
Why couldn't you come sooner, when it's a year-old case?
Jaro, please explain to me how it would be possible to contact you sooner than I did. You aren't making any sense. It's clear that the B team is working the case. Good riddance.
I don't quite understand. Did all this happen during the whole year you described to me?
Well, you could have come when the problems started and you wouldn't have had to wait. We simply don't deal with cases that are a year old due to the nature of things. When something comes up, it's best to come even if you're in the middle of a process with the casino.
I know you don't understand, that was clear from the start.
If anybody is looking for help here, you will not get it!
Great, an answer that hit the nail on the head.
Thank you. 😉
Hi - I've been waiting since December 5th for a 40mbtc withdrawal. Please help?
Hi, could you please tell me more about the whole situation? Why are you waiting so long? Was some verification necessary or not? Are you in contact with the casino?
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