Horus Casino - Jugador enfrenta problema de deducción con el casino.

500 euros deducted twice

They only want to pay out 200 euros.

I can no longer properly access my game history.

2 mal 500 Euro abgezogen

Wollen nur 200 Euro Auszahlen

Spieleverlauf kann ich nicht mehr richtig aufrufen

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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.

• Could you please send me a link or a screenshot of the bonus you activated and played with, including the bonus terms and conditions?
• How much did you win after completing the wagering requirements? Were your winnings capped at the maximum allowed limit immediately after the wagering was finished?
• After completing the bonus, was the balance transferred from your bonus account to your real-money balance?
• Did you submit a withdrawal request immediately after completing the wagering, or did you continue playing with the funds?

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

It was declared as real money 200 euros after fulfilling the bonus conditions; with this money I then played up to about 750 and then wanted to withdraw 700 euros.

Es wurde als Echtgeld deklariert 200 Euro nach Erfüllung der Bonusbedienungen,mit diesen Geld spielte ich dann auf ca 750 rauf und wollte dann 700 Euro Auszahlen lassen

Hello Hellboy,

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

A statement from the casino would also be interesting, as it concerns 500 euros that I have not been paid out!

Regards, Jürgen

Eine Stellungnahme des Casinos wäre auch Interessant da es um 500 Euro geht die mir nicht Ausbezahlt werden !!!!!!!!!

Lg Jürgen

Thank you for your reply. Have you contacted customer support to ask about the reason why your winnings have been capped twice? If so, kindly forward me all the communication between you and customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. I appreciate your patience and cooperation.

No reply since that email!

Seit dieser email keine Antwort mehr!!!!!!

Dear Hellboy

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, Michal (michal.k@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,

Veronika

Hello, I hope for a prompt resolution as these are truly unfair conditions because my winnings have been taken away twice!

Hallo,hoffe auf baldige Bearbeitung da es sich wirklich um keine fairen Bedingungen handelt weil mir 2mal das erspielte Geld weggenommen wurde!!!!!!!

Hello Hellboy,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Horus Casino to join the conversation.

Dear Horus Casino,

Could you please provide clarification on which bonus the player has used and how the player was explicitly informed that any maximum win or withdrawal limit would still apply even after meeting the bonus wagering requirements?

The player claims their winnings were capped on 2 occasions. Can you please explain that?

I would appreciate it if you could send the player's complete game log, including the bonus history, to me at michal.k@casino.guru for an independent assessment.

Dear player and Guru representatives, 

thank you for reaching out for clarification!

The player joined on 8th of February and claimed the First Wagering Welcome Bonus. According to the Bonus Terms and Conditions, the max cashout is capped at ten times the deposited amount. As he deposited 20€, the maximum he could withdraw from the bonus is 200€. After completing the wagering requirement, 200€ were rolled over to his real-money balance and the surplus of 584€ voided. This was the first capping, which was automatic as per the bonus configuration. The second capping was done by us because the player didn't request a withdraw for the 200€, but instead continued playing and generating balance.

Our finance department acted upon the Bonus Terms and left him 200€ free to withdraw. 

According to our Bonus Terms:

Maximum withdrawal from wager free bonuses below 150% is five (5) times the received bonus amount, while for bonuses from (and including) 150% is five (5) times the deposit amount. Any balance above this amount will be removed once the player makes a withdrawal request. Bonus restrictions (maximum betting limit, forbidden games and maximum cashout) apply until the withdrawal request has been processed or winnings generated from any of the mentioned bonuses are part of the player's balance. All wagering welcome bonuses have a maximum withdrawal of ten (10) times the deposited amount.

We conclude that there is no breach on our side, and sympathize with the player for the negative first experience. Kind advice, always familiarize yourself with the Terms that come with claiming a bonus. Bonuses must have Terms tied to them to ensure a fair environment for everyone involved. 

If there is anything further we can help you with, please let us know. 

Horus Casino

Dear Horus Casino,

Thank you for your response and for clarifying the rules that were applied in this case.

While I understand your point that players should always familiarize themselves with the Terms and Conditions when claiming a bonus, it is also worth noting that as the industry evolves, many casinos now enforce bonus-related restrictions directly at the software level—an approach we strongly encourage.

In addition, we believe players should be clearly and actively informed about any remaining restrictions. Could you please confirm whether the player received any pop-up notification, in-game message, or other form of communication indicating that the maximum withdrawal limit of ten (10) times the deposited amount would still apply, even after the wagering requirements had been completed and the winnings had already been adjusted according to this rule?

As we mentioned in our Fair Gambling Codex: Our Views on Problematic Areas

We believe that, if a player chooses to continue to play with and risk these funds, they should be entitled to any winnings they obtain, in the same way as if they had deposited the funds into the account themselves.

With this in mind, we kindly ask that you reconsider your decision and explore whether a mutually acceptable and proportionate resolution can be reached.

Should there be any other factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

I see it the same way.

And I didn't receive a pop-up message!

As I said, continuing to play would have been pointless, and it continued without any notification!!!!

So it is assumed that real money will be used for playing after the bonus wagering requirements are met!

I request payment.

Regards, Jürgen

Das sehe ich auch so

Und eine Pop-up Nachricht habe ich nicht bekommen !!!!!

Wie gesagt dann hätte ja das weiterspielen keinen Sinn mehr gehabt und das ist ohne Meldung weitergegangen !!!!

Also geht man davon aus das nach den Bonusumsatz mit Echtgeld gespielt wird !!!!!

Ich bitte um Auszahlung

Lg Jürgen

Hello Michal,

appreciate your point of view, these situations should be handled by the system, and we strive to automate as much as we can. However, here it goes for a case where system instructions weren't followed, so a human factor had to be included. 

The player was informed about the max cashout rule of the bonus via notification which thoroughly explained the situation at hand. Sending a screenshot of the message the player received once the wagering requirements were completed.

This by itself should have been enough for him to either request a withdrawal, or reach out to the Casino via any communication channel in order for the Casino to explain and assist. Personal responsibility can't be taken away when dealing with these matters. Everything is catered to be served at maximum transparency, and when players don't understand something, multiple communication channels are set to assist them.

You mentioned the player should be able to continue playing without restrictions once the wagering is completed. If this would be the case, then we wouldn't need maximum cashout rules in the first place. When winnings originate from a bonus, they must be a subject to a maximum cashout restriction, especially when the bonus is not 'sticky' like in this case.

If the player withdrew the bonus originated funds and re-deposited, then no rules apply as it is a clean deposit. 

What we can do for the player is re-add 200€ for him to withdraw, under the promise he will not continue playing with them again, but withdraw them straight away.

Awaiting your reply.

Horus

That's how it is at other casinos: either withdraw or keep playing!!!!!!!!!!!!!

So ist es bei anderen Casinos,entweder Abheben oder weiter Spielen!!!!!!!!!!!!!

Dear Horus Casino,

Thank you for providing the additional information and evidence.

I acknowledge the message displayed to the player; however, it does not explicitly state that the player should or must withdraw the funds, nor does it indicate that the maximum payout limits remain in effect for further gameplay, despite the bonus wagering being completed and the initial balance adjustments having been made.

As I previously mentioned, according to our Fair Gambling Code, we believe that if a player chooses to continue playing with the funds and accepts the risk, they should be entitled to any winnings they accrue, just as they would be if they had deposited those funds into the account themselves.

While the player was indeed risking the funds, their opportunity to win was limited, which resulted in an unfair situation because, as it seems, the player was not appropriately informed of the remaining maximum payout limits.

I would like to reiterate that the industry is evolving, and many casinos are now implementing bonus-related restrictions directly at the software level—an approach we strongly endorse. This situation could have been relatively easily avoided, by implementing appropriate measures, rather than placing the burden on the player.

I find it difficult to identify any unfair advantage gained by the player by choosing not to withdraw the funds and instead opting (quite understandably) to try their luck with additional gameplay. If the circumstances were reversed, would you consider refunding the lost funds? I hope you understand the point I'm trying to convey.

With this in mind, we kindly ask that you reconsider your decision and explore whether a mutually acceptable and proportionate resolution can be reached.

Hello Michal, 

I wish to address a few misconstructions in your narrative. You keep saying the player wasn't informed appropriately, while the notification he received as well as the email from our finance department clearly explain the situation at hand. The notification states that funds above the payout ratio have been voided, also our finance department manually typed him an email in their correspondence. There was a system measure in place, an entry in the Bonus Terms and Conditions, as well as an email from the finance department.

I wouldn't call this burdening the player, its basic diligence. When one has been informed of the rules, and still chooses not to follow them, they make themselves the sole responsible for any consequences that may arise.

If the player requested a withdrawal for the 200€ and redeposited, no limits would apply on his gameplay and he could choose the amount he wants to deposit. Instead the player decided to dismiss the system notification as well as the email from finance. Trying their luck is not even relevant to the conversation, we never hassle players for money legitimately won, if anything I'm glad players have fun and luck in our Casino.

Our mutually acceptable resolution, as mentioned above is to add him 200€ and request a withdrawal. The player is still in profit and we don't have to go against our Terms and Conditions. 

Kind regards,

Horus Casino

Dear Horus Casino,

Thank you for your response. I would appreciate it if you could send me the email that your finance department has sent to the player for review to michal.k@casino.guru. Furthermore, as I previously mentioned, I recognize the message shown to the player; however, it does not clearly state that the player is required to withdraw the funds, nor does it specify that the maximum payout limits apply for additional gameplay, even though the bonus wagering has been fulfilled and the initial balance adjustments have been completed. Ideally, this "restriction" should be automatically enforced by the software, and we strongly support this approach. Many casinos have already implemented such a system. If, however, your system is unable to enforce it automatically, the players should be appropriately informed.

The Pop up message can look like this for example:

This type of pop-up message should ideally remain visible until the player actively acknowledges or closes it before proceeding with any further actions.

Could you please confirm whether your casino follows a similar approach?

We never bother players about money they have won legitimately. On the contrary, I am happy that the players in our casino are having fun and good luck.

I hope this statement will be honored.

Regards, Jürgen

 Wir belästigen Spieler niemals wegen rechtmäßig gewonnenem Geld. Im Gegenteil, ich freue mich, dass die Spieler in unserem Casino Spaß und Glück haben.

Hoffe das diese Aussage auch eingehalten wird

Lg Jürgen

I would like to receive my winnings now!

How much longer will this be delayed?

Regards, Jürgen

Würde jetzt schon mal gerne meinen Gewinn erhalten!!!!!!

Wie lange wird sich das noch hinauszögern ???????????

Lg Jürgen

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.

I don't understand why there's no response.

Can't this matter be resolved with a fair and reasonable decision?

It's actually a great casino and I'd love to continue playing!

Regards, Jürgen

Verstehe nicht warum keine Rückmeldung kommt??????

Kann man diese Sache nicht mit einer fairen und vernünftigen Entscheidung lösen?????

Ist eigentlich ein super Casino und würde auch gerne weiter spielen !!!!!!!

Lg Jürgen

I beg you, when will I finally receive my winnings???

Regards, Jürgen

Ich bitte Sie,wann erhalte ich jetzt endlich meinen Gewinn ???

Lg Jürgen

Unbelievable, something like that!

Unglaublich so etwas

And what happens next?

Und was passiert jetzt weiter ???

Dear Hellboy,

I have been in contact with the casino team outside of this thread and have obtained further evidence supporting certain communications from them to you. However, it still does not address the fundamental issue: the need for transparent communication regarding your withdrawal of winnings to fully eliminate the bonus restrictions, or confirmation that you were adequately informed that by continuing to play after the first winnings adjustment, you agreed to the bonus limitations and acknowledged that any further winnings would be capped at the original bonus maximum winning restriction.

The casino has reiterated its willingness to pay you the €200 to which you are fully entitled; however, we believe you should have received the complete amount you won after the winnings from the initial bonus were already capped and reflected in your real-money balance.

I am currently awaiting the casino team’s final response to determine whether a consensus can be reached.

Dear Horus Casino,

I'm looking forward to your timely response.

Dear Hellboy,

I have received information that the funds have been re-credited to your casino account balance, and you should now be able to initiate a withdrawal.

Please let me know once all is settled.

The money is in my gaming account, but I can't withdraw it to Skrill as desired, I don't know why??????

I'll have it paid out to my checking account, I hope there are no problems!

I'll let you know when the winnings have been credited to my account.

Many thanks in advance to the entire Casino Guru team for their efforts.

Regards, Jürgen

Geld ist am Spielekonto,kann es aber nicht wie gewünscht auf Skrill auszahlen lassen,weiß nicht warum??????

Ich werde es auf mein Girokonto auszahlen lassen,hoffe es gibt keine Probleme!!!!!

Melde mich wenn der Gewinn auf meinen Konto gebucht wurde

Vorab herzlichen Dank für die Bemühungen an das gesamte Casino-Guru Team

Lg Jürgen

Money was deposited into my account

booked

Many thanks also to the casino

Geld wurde auf mein Konto

gebucht

Vielen Dank auch an das Casino

Great news, Hellboy!

I am glad that our involvement played an important role in resolving this matter, and you have now received your winnings.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru