CasinoAndYou - Le vincite del giocatore sono state confiscate.

Hello,

I would like to file a complaint against the casino Casinoandyou.com (which operates under the license of CGA / Betandyou Group) due to the unfair confiscation of my winnings.

The facts are as follows:

1. i deposited 16€ and received a 100% bonus (16€), totaling 32€ initial bankroll.

2. the rollover requirement was €560.

(3) I played legitimately and complied with the rollover in full, having wagered a total of €1046 (186% of what was required), as shown in the attached screenshots.

4 At the time I finished the rollover, my bonus balance was €1460.

(5) As soon as the bonus was converted to a real balance, the casino removed all my profit and credited only €16 to my main account.

My argument:

The casino confiscated €1444 of my legitimate winnings. At no point during the deposit or bonus activation was the information clearly and prominently displayed that the maximum conversion would be limited to only 1x the bonus amount. I find this practice predatory and misleading.

In addition, the casino displays the Casino Guru seal in its footer to convey confidence to players, but acts contrary to the principles of fair play.

I request that the casino review this conversion and credit me with the winnings, since all the betting rules have been complied with.

I attach the screenshots showing the balance of €1460 before the conversion and the final balance of €16."

Olá,

Gostaria de apresentar uma reclamação contra o casino Casinoandyou.com (que opera sob a licença da CGA / Grupo Betandyou) devido ao confisco injusto dos meus ganhos.

Os factos são os seguintes:

1. Depositei 16€ e recebi um bónus de 100% (16€), totalizando 32€ de banca inicial.

2. O requisito de aposta (rollover) era de 560€.

3. Joguei de forma legítima e cumpri o rollover na totalidade, tendo apostado um total de 1046€ (186% do necessário), conforme comprovam os prints anexos.

4. No momento em que terminei o rollover, o meu saldo de bónus era de 1460€.

5. Assim que o bónus foi convertido para saldo real, o casino removeu todo o meu lucro e creditou apenas 16€ na minha conta principal.

O meu argumento:

O casino confiscou 1444€ dos meus ganhos legítimos. Em nenhum momento, durante o depósito ou a ativação do bónus, foi apresentada de forma clara e destacada a informação de que a conversão máxima seria limitada a apenas 1x o valor do bónus. Considero esta prática predatória e enganosa.

Além disso, o casino exibe o selo do Casino Guru no seu rodapé para transmitir confiança aos jogadores, mas atua de forma contrária aos princípios de jogo justo.

Solicito que o casino reveja esta conversão e me credite os ganhos obtidos, uma vez que todas as regras de aposta foram cumpridas.

Anexo os prints que provam o saldo de 1460€ antes da conversão e o saldo final de 16€."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Welcome Bonus T&Cs and I found this:

Once wagered, the remaining bonus funds are transferred to the customer's main account, at the moment of bonus completion, but not exceeding the initial bonus amount.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila