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I received no-deposit free spins. From these free spins, I won approximately €2, not a significant amount.

This €2 was not withdrawable and was converted into bonus funds, subject to a wagering requirement of approximately €77.

I fully completed the wagering requirement using this bonus balance. Only after completing the wagering did my balance start to increase significantly through regular gameplay.

Over time, my total winnings reached approximately €800. These winnings were therefore not generated directly from the free spins, but from bonus funds that required wagering, and later from normal play after the bonus conditions were fulfilled.

During this process, withdrawal requests were accepted by the casino, and I continued playing without any active bonus.

The casino later applied a balance correction, claiming that all winnings were still subject to a €50 maximum withdrawal limit related to the free spins.

I believe this interpretation is incorrect. I did not win €800 (or anything close to it) from the free spins themselves. The free spins only resulted in approximately €2, which then became bonus funds with wagering requirements.

I attempted to resolve this reasonably with the casino by requesting only the portion of winnings generated after the wagering requirements were completed (approximately €400), but the issue remains unresolved.

I respectfully request assistance in reviewing whether the application of the free spin withdrawal limit to all subsequent winnings is fair and in line with the bonus terms.

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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.

• What was the balance in your account after you finished wagering the winnings from free spins?
• Was your balance capped at €50 immediately after you finished wagering the bonus, or were your winnings capped only after you submitted your withdrawal request?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

Thank you for your message and for reviewing my case.

Here are my answers to your questions, with additional clarification regarding the sequence of events:

1) What was the balance in my account after I finished wagering the winnings from free spins?

After completing the wagering requirements, my balance was approximately €500. Unfortunately, I cannot provide an exact figure because my account history only allows me to view the last 50 transactions, and the relevant entries are no longer visible.

2) Was my balance capped at €50 immediately after wagering was completed, or only after I submitted a withdrawal request?

My balance was not capped at €50 immediately after wagering was completed.

Instead, the following occurred:

I submitted a withdrawal request of approximately €550

I left around €60 in my account and continued playing

Using that remaining balance, I won approximately €300 more

I then submitted another withdrawal request (approximately €250)

These withdrawal requests were not immediately rejected, and I was allowed to continue playing

My total balance later reached approximately €800, for which I submitted another withdrawal request

Only after these events was my account restricted and my balance corrected to €50

From my perspective, this sequence reinforced the expectation that my balance was valid and withdrawable, as the €50 cap was applied only at a very late stage, after multiple withdrawals and continued play had already been allowed.

Please let me know if you require any further clarification.

Kind regards,

Joep

Hello Joeps078,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I hope you are doing well.

I am just following up regarding my complaint, as the extended 7-day timeline mentioned in your previous message has now passed.

I fully understand delays can happen and I remain patient. I simply wanted to check if there are any updates, or if any additional information is required from my side.

Thank you for your time and assistance.

Kind regards,

Joep

Dear Joeps078,

Thank you for your detailed explanation and for clarifying the sequence of events. I understand why the situation feels confusing and frustrating from your perspective.

After carefully reviewing your case, I must clarify an important principle regarding no-deposit free spins and their maximum withdrawal limits.

In your case, the balance that allowed you to continue playing and request multiple withdrawals originated from bonus-related funds. If the €50 maximum cashout limit had been applied immediately after the bonus wagering was completed, the remaining balance you continued to play with would not have been available. For this reason, it is not possible to separate later winnings from the original bonus balance. Essentially, the €60 balance left in your account after the €550 withdrawal request was not a real cash balance, but funds still affected by the bonus conditions.

Based on these facts, we are unable to consider the additional winnings as valid for withdrawal beyond the €50 limit, and therefore, this complaint cannot be resolved in your favor.

Thank you for your understanding.

Best regards,

Casino Guru Team