Tucan Casino - Se ha denegado la retirada del jugador.

I registered at the casino and made my first deposit. After depositing, I received a bonus and played according to the terms.

I completed the wagering requirements and requested a withdrawal. However, the casino refused to pay my winnings.

The casino claims that I violated bonus terms, but I do not agree with this. To my knowledge, I followed all the rules. This was my first account and first registration, and I used my own personal details.

I have already contacted the casino support, but the issue has not been resolved.

I am requesting a full review of my case and payment of my winnings.

I can provide all necessary proof (screenshots, deposit, gameplay, and communication).

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Which bonus did you play with? If possible, please post a link or promocode you used to activate the offer here in this thread.
• Did the casino specify which rule you allegedly breached?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Thank you for your response.

I was playing slot games only.

I used a welcome bonus after my first deposit. I do not have the exact link or promotion code, but it was the standard bonus offered after registration.

The casino stated that I violated their bonus terms for two reasons:

They claim that I exceeded the maximum allowed bet while playing with a bonus

They also claim that I played a restricted game while the bonus was active

However, I strongly disagree with this.

At no point was I warned about these restrictions. The system allowed me to place those bets and play those games without any limitation or notification.

If those actions were truly forbidden, the casino should have blocked them automatically. It is not fair to allow the gameplay and only afterward use it as a reason to confiscate my winnings.

I followed all visible rules, this was my first account and first deposit, and I used only my own personal information.

I completed all wagering requirements and then requested a withdrawal. Only after that did the casino refuse to pay my winnings.

I believe this is unfair and misleading behavior.

I am requesting a full review of my case and the full payment of my winnings (€3250).

I can provide any additional evidence if needed.

Thank you.

Hello Reni29,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for submitting your reply. I checked the Bonus T&Cs, and I found this:

8.11.1 Where a player places a single bet equal to or exceeding 20% of the value of a bonus received before fulfilling the playthrough requirements for that bonus.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Thank you for your response.

Unfortunately, I do not have access to my full game history. I have already requested it from the casino, but they did not provide it to me. If needed, I kindly ask the casino to share my complete game history directly, as they have full access to all gameplay data.

I would also like to emphasize that I was never warned about any betting limits, and no restrictions were enforced during my gameplay.

I am attaching the relevant communication with the casino. As you can see, I explicitly requested my game history and transaction logs, but the casino refused to provide them and only referred me to their terms and conditions. This makes it impossible for me to verify their claims.

Additionally, the bonus shown in the screenshot was still in progress and not completed, which confirms that I was actively playing and not attempting to exploit any completed bonus conditions.

I am also attaching screenshots showing that I had a withdrawal request of €3,250 which was rejected by the casino, and that my winnings were removed, leaving only my initial deposit (€50) in my account. This clearly demonstrates that the winnings were real and generated during normal gameplay before being confiscated.

I am happy to cooperate and provide any information I have, but the casino holds the full records and should be able to present them.

Thank you for your assistance.

I am attaching additional screenshots for further clarification.

Would you be so kind as to share the casino's website link in this thread? I believe there may have been a misunderstanding regarding the complaint submitted, and I would like to confirm that this complaint is assigned to the correct casino. Thank you for your assistance.