Fruta Casino - El jugador está confundido por las limitaciones de bonificación en el casino.

Hi I am a new player at Fruta casino. I have made several deposits and one withdrawal without issue. I then saw that I was offered a free spins bonus, needing a 100 eur deposit.

I deposited the money and won about 35 eur on the free spins.

I went on playing some other games and reached about 800 eur. While playing a game, it seems I suddenly reached the wagering minimums, and my account switched immediately to eur 100.

I have not tried to withdraw.

Live chat is explaining that it is due to T&C.

That "the max winning from that bonus is 100 eur".

1. This was not shown clearly and is not in line with market practice. I have never seen anything like that.

2. In any case, the 100 eur they left me with are not winnings, this is what I deposited!

They insist that this is the way the bonus works. It then means, that nobody can ever win and the best you can do is only get back the 100 eur deposit if you are lucky..! This surely can not be correct, a promotion where by T&C a player could never make a profit?

Thank you in advance for your help.

Dear LNurmi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus? Kindly share the bonus offer along with the terms and conditions.

When exactly did you deposit the 100 EUR for the free spins bonus?

Could you please share your withdrawal history?

Could you please share your bonus history?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello Dominika thank you for your reply.

Unfortunately I can't see the bonus offer any longer. It was not the welcome bonus offer as it is a different game than what I see being offered. There was no T&C clearly displayed as far as I remember. To be fair, I did not go and look for T&Cs, but I understood it was a x30 or x40 bonus as it often is. The offer was "deposit 100 eur, get 5 x 1eur free spins".

I clicked and deposited the 100 eur. I got the free spins, won some 35 eur from there, went on to play with the 135 eur or so, and probably ended up at some point playing with the last 35 eur or so ie. the bonus money. As there is no detailed history option on the site, I can't verify that, and Fruta has been very vague when I asked them repeatedly about the amounts.

I had to wager some 30 times or so the amount and while it was quite big I dutifully accomplished it. I had a saldo of 800 eur or so when the wagering was completed, and then immediately most of it was confiscated and my saldo returned instantly to 100 eur.

So my question is - are the bonus winnings play money only? We are told now that you need to deposit 100 eur to get the bonus - but that the maximum withdrawal you can do then is 100 eur. So only the casino has a chance to win. Surely this is not ethical?

To answer your precise questions: I had made only one previous withdrawal from the casino, on the same day in the morning. The amount withdrawn was not linked to any bonus. As far as I recall, I had never taken any bonus there until this one was offered to me. I was intrigued by the 1 eur spins, as usually the free spins are nly 0.1 eur. There were only 5 free spins offered but I decided to try, accepted and deposited. There was no other withdrawal.

I hope it is clear, please let me know should you need more details

Thank you

Dear LNurmi, could you please check if you received the bonus offer via email? If you did, it would be helpful for your case.

Additionally, please request your game history in Excel format from the casino and send it to my email address at dominika.l@casino.guru.

Dear Dominika, I sent you the files by email as requested.

No I had not received the bonus offer by e-mail, it just appeared in the app.

Dear LNurmi, could you please share your bonus history?

Hi Dominika.

As far as I know I previously had not received any bonus at Fruta. Not in 2025 at least, and maybe not earlier (I cannot be sure).

LNurmi

Dear LNurmi, kindly provide a screenshot of your bonus history from your casino account.

Hi

This is not directly viewable from the account. I have asked them to send it to me by email 3 days ago, they said they would but I have not received anything yet. I will ask again.

EDIT: Just received it now and forwarded it to your email

Thank you very much, LNurmi, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear LNurmi,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Fruta Casino representative to join this conversation and participate in resolving this complaint.

Dear Fruta Casino,

Could you comment on this?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

This is so disappointing

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the GCB Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru