Hello Fortune Casino - Los fondos del jugador fueron confiscados luego de cancelar un bono.

I have played at Hello Fortune casino a few times and then last night I made a deposit with a bonus. I correctly wagered the bonus and was left with £2000 in my account. The money accumulated through playing various games and the wager amount was played plus much more.

I went to withdraw and it said before I was to withdraw I had a bonus to play which was free spins on a game. I played the spins and won £15. I then went to cancel the spins bonus so that I could withdraw my £2000. When I cancelled the bonus it took my £2000 too leaving my balance at zero.

i have spoken to hello fortune but not getting very far.

please can you help

many thanks

Dear kez81,  

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Could you please share the link to a specific deposit bonus you played with?  
• Did the casino explain why your winnings from the deposit bonus were forfeited?  
• Please specify when you were awarded the free spins. Did you activate the bonus before receiving the deposit bonus?

According to the terms and conditions of the casino, only one active bonus is allowed:

Restrictions: Players can have only one active bonus at any time. Bonuses cannot be used in conjunction with any other promotional offer. 

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi

thanks for your response. I was playing slots with my deposit bonus. The slots played were the tipsy tourist, piggy trust and finally sweet bonanza where I won the large amounts. The link doesn’t seem to work now to the bonus but I have the screenshot of the email which I will attach now. The casino said I was correct and they would help me but then another colleague said no I hadn’t played all of the bonus. I will attach that proof too. I got the deposit bonus immediately when I deposited and when I had wagered the amount needed plus more I then went to withdraw and it said I had another bonus to use first. I then clicked on the spins to activate and won £15 so then cancelled bonus thinking I would just lose the £15 as I had already wagered the required amount needed for deposit bonus.

many thanks

Thank you very much for your reply, kez81. Do I understand correctly that the spins were a part of the bonus? It says 75 FS were awarded together with the 200% deposit bonus as one promotion.

Please specify if your account has a separate bonus and real money balance. After you wagered your deposit bonus, were the winnings transferred to your real money balance?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

The following message was received from the player:

Sorry its also not letting me write on forum so here is my response:Hi

I am now to believe that were in fact a bonus together although the spins had to be activated separately. The money shows as one however when you load a game it shows the amount on the screen you need to wager before it's converted to real money. I well and truly wagered the amount plus much more. I had no more left to wager before I should have been able to withdraw. It then said I had a bonus I had to use before I could withdraw which was the spins. I played those and won £15 and then cancelled the bonus thinking I would lose £15 but it took all even though I had already correctly wagered. I will send email now with the conversation. I have also emailed and had no response to that.

Many thanks

Kerry

Dear kez81, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru if you haven't done so yet? Alternatively, you can post the screenshots here. 





Dear kez81, thank you for providing the screenshots and additional information. Based on what you've shared, we can see that you used the promo code BULL75, which activated a 200% deposit bonus along with 75 free spins. This means that the free spins were not a separate bonus, but rather part of a single, combined promotion tied to your deposit.

Unfortunately, when a player chooses to cancel any part of a compound bonus like this, it typically results in the forfeiture of all associated bonus elements, including any winnings from both the free spins and the deposit bonus. In this case, by cancelling the free spins portion, the entire bonus structure was affected.

I completely understand how this could be confusing, and I'm genuinely sorry that you found yourself in such a frustrating situation. However, since the cancellation was done manually and there’s no indication of a technical error on the casino’s side, we are unable to uphold your complaint or request the return of the forfeited winnings.

That said, we strongly encourage you to double-check the structure and terms of any bonus offers in the future, especially when multiple features like deposit matches and free spins are combined. If anything is unclear, it’s always a good idea to reach out to customer support before taking action.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia