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Hello, I deposited €300 using my welcome bonus and won. This was right at the beginning with my real money balance. The problem is that my winnings are being treated as bonus money, and I received them as such because I checked my account balance beforehand. I also counted how many spins I made; it was 22 spins at €5 each. I have screenshots of this. Before playing, I contacted the live chat and asked about the maximum withdrawal amount applicable to this bonus. The live chat agent told me there was no withdrawal limit, and I also have a screenshot of this. Now the casino is claiming there is a withdrawal limit, and they've reduced my balance to €1500. I disagree with this and would like to file a complaint and resolve this issue.

Hallo, ich habe mit meinem Willkommensbonus 300€ eingezahlt und gewonnen ,das war gleich am anfang mit meinem Echtgeld, das problem war das mein gewinn als bonusgeld angesehen wird und ich es als bonusgeld bekommen habe weil ich es in meiner kasse zuvor überprüft habe auserdem habe ich nachgezählt wieviel spins ich gemacht habe es waren 22 spins auf 5€ ich habe auch scrennshots davon . Als ich vor dem spielen den Livechat aufsuchte habe ich nach dem maximale auszahlungsbetrag gefragt der für diesen Bonus gilt, der Livechat agent sagte mir das es keine Auszahlungsgrenze gibt und ich habe auch ein Screenshot davon.Nun behauptet das casino es gibt eine auszahlungsgrenze und ich hat mein guthaben auf 1500€ gesenkt . Ich bin damit nicht einverstanden und möchte mich beschweren und möchte das problem klären.

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Dear Jonamia,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"7.5.1. The maximum amount that can be withdrawn from bonus funds is capped at 200% of the bonus amount. Any winnings beyond this limit will not be eligible for withdrawal and will be voided.

7.7.1. On the website, there are two balances: real and bonus. The real balance is for the player's deposit funds, which can be withdrawn at any time if the deposit has been wagered twice (deposit turnover is mandatory). The bonus balance consists of received bonuses, which require wagering according to the bonus terms. When a player has both active balances, bets are deducted first from the real balance, and any winnings from such bets are credited to the bonus balance (without increasing the wagering amount). Wagering of both the real and bonus balances only occurs when bets are placed using these balances."

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

To clarify:

• When did you finish wagering your bonus, please?
• Do you have those winnings in your bonus balance now, please?
• Are you able to request a withdrawal at the moment?
• Have you received any official communication from the casino regarding the reduction of your balance? If yes, could you forward it? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Best regards

Petra

Hi good afternoon,

• I fully redeemed the bonus on November 20, 2025.
• The bonus balance was converted to real money after the bonus wagering requirements were met.
• I submitted a withdrawal request on November 20, 2025.
• No, I didn't receive a notification. I checked my account to see if the transaction had already been processed and then I noticed that my balance had been reduced.
• I've attached a screenshot.

Yes, that's exactly why I don't understand why my winnings are considered bonus money when they were won with real money, and why I had to wager the bonus completely before I could request a withdrawal.

Thank you, best regards

Hallo guten tag,

• Ich habe den Bonus am 20.11.25 vollständig umgesetzt
• Das Bonusguthaben wurde zu echtgeld umgewandelt nach dem umsetzen des bonus.
• Ich habe momentan eine auszahlungsanfrage gestellt am 20.11.25
• Nein ich habe keine mitteilung erhalten ich habe im meinem account geschaut ob die transaktion schon bearbeitet wurden ist und dann habe ich festgestellt das mein guthaben reduziert wurden ist.
• Screenshot hänge ich ihnen bei.

Ja genau deshalb verstehe ich auch nicht warum mein gewinn als bonusgeld angesehen wird wenn es mit echtgeld gewonnen wurden ist . und ich den Bonus vollständig umsetzen musste bevor ich eine auszahlung beatnragen konnte

danke mit freundlichen grüßen

Thank you for your reply and for providing the previous details, Jonamia.

To clarify the issue:

• What specific game or slot did you play during those 22 spins?
• Could you clarify the exact date when you made the deposit and played your winning spins?

Hello,

• I played coins from Hacksaw Gaming
• I deposited €300 on November 14, 2025.
• I made the spins in the aforementioned game on November 14, 2025.

Hallo,

• Ich spielte coins von Hacksaw Gaming
• Ich habe am 14.11.2025 eingezahlt 300€
• ich habe am 14.11.2025 die Spins getätigtig in dem besagten spiel

Thank you for your reply and for providing the previous details, Jonamia.

To better evaluate the case...Could you provide any communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello, I sent you an email with the provided information and the chat history where the agent claims there is no maximum withdrawal limit, including betting history. Thank you.

Hallo ich habe ihnen eine email zukommen lassen mit den bereitgetellten informationen und dem chatverlauf wo der agent behauptet es gibt kein maximales auszahlungslimit inclusive wetthistorie danke

Dear Jonamia

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you Jonamia for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bruce Bet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Peter,

Thank you for your help in resolving this complaint. We would like to note that we have rechecked the correctness of the balance adjustment according to rule 7.5.1 and can confirm that it was correct and the winnings were received from the first welcome bonus of 200% + 100 free spins, which falls under this rule. In this case, there is no mistake. The user also agreed to this rule when registering on our website. 

As for the withdrawal requests, one of them has already been processed on December 12, and the second one will be processed in the near term.

If you have any questions, we will be happy to help.

Hello Jonamia,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

No problem, Merry Christmas to all!

Kein Problem schöne weihnachten an alle

Thank you for the update Bruce Bet Casino representative. Would it be possible to provide me with the player's betting history regarding the bonus? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We need more time to provide this information. We appreciate your understanding and will do our best to share the details by the end of the week.

Dear Peter,

We sent the user’s spin logs and a detailed explanation of the situation in our recent email to you. Thank you for your consideration.

Thank you for providing me with the betting history Bruce Bet Casino representative.

Dear Jonamia, I would like to bring your attention to the rule my colleague Petra has already shared with you:

7.7.1. On the website, there are two balances: real and bonus. The real balance is for the player's deposit funds, which can be withdrawn at any time if the deposit has been wagered twice (deposit turnover is mandatory). The bonus balance consists of received bonuses, which require wagering according to the bonus terms. When a player has both active balances, bets are deducted first from the real balance, and any winnings from such bets are credited to the bonus balance (without increasing the wagering amount). Wagering of both the real and bonus balances only occurs when bets are placed using these balances."

As you can see, despite acquiring the winnings from the real money balance, all winnings are moved to the bonus balance, where they are subjected to the bonus terms and conditions. As such, after completing the wagering requirements, your winnings were capped at 200% of the bonus amount. The casino has acted according to its terms and conditions, and unfortunately, there isn't much else we can do. In light of this, we are forced to reject your complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter