Golden Genie Casino - Il giocatore riscontra problemi con la conversione del saldo bonus.

Hello, I'm filing this complaint to clarify a truly unusual situation that I've never encountered before. I regularly deposited €40 in crypto and received a €160 cash bonus. Since I didn't want to use the bonus, having requested it by mistake, I asked the support chat to cancel it. Their response was ambiguous; they told me that by deactivating the bonus, I would lose my ENTIRE balance (including the €40 deposit). Naturally, hearing this, I declined and asked if I could play with my deposited money first. They said yes. I proceeded to play a slot machine and, indeed, I was using my real balance first. After a few spins, I won something and then lost it again, returning to €40 real money. So, I decided to return to the home page. When I returned to the home page, I noticed that my €40 had automatically been added to the bonus balance—or rather, my €40 real money had been lost, while the €40 I won on the slot machine had been added to the bonus balance. My question is: is this system legal? Is it legal for my real-money winnings to be automatically converted into bonus balance? Obviously, I also lost the bonus balance because the withdrawal requirements were really high. I've also attached the support chat that explains how they work. I registered as "Emanuele" using the email address [email protected]

Salve, invio questo reclamo per chiarire una dinamica davvero anomala che non mi è capitata da nessun altra parte. Ho regolarmente depositato 40 euro in crypto e ho ricevuto un bonus in denaro di 160 euro. Siccome non volevo utilizzare il bonus, avendolo chiesto per sbaglio, ho chiesto alla chat di supporto di eliminarlo. La loro risposta è stata ambigua, mi hanno detto che disattivando il bonus avrei perso TUTTO il mio saldo (compreso il deposito di 40). Ovviamente sentendo ciò, ho rifiutato ed ho chiesto se potessi giocare prima con i miei soldi depositati. Mi dicono di si. Procedo a giocare ad una slot ed effettivamente stavo usando il mio saldo reale per primo., dopo un po di giri vinco qualcosa e successivamente lo riperdo ritornando ad avere 40 euro reali, decido quindi di tornare alla home. Tornato alla home noto che i miei 40 euro si sono uniti automaticamente al saldo bonus, o meglio, i miei 40 reali sono stati persi mentre quelli vinti alla slot si sono uniti al saldo bonus. Quello che mi chiedo, questo sistema è lecito? è lecito che le mie vincite col saldo reale vengano convertite automaticamente in saldo bonus? ovviamente, ho perso anche il saldo bonus in quanto i requisiti per prelevare erano davvero alti. Allego anche la chat di supporto che spiega che da loro funziona cosi. Mi sono registrato come "Emanuele" usando la mail [email protected]

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 this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Bonus Terms and Conditions, and this is what I found:

3. Bonus balance and cash balance

3.1. Your total balance is comprised of two parts: the cash balance and the bonus balance.

3.2. Funds are first deducted from the cash balance. Any winnings obtained while a bonus is active will be credited to the bonus balance, regardless of whether the bet was placed using cash balance funds.

3.3. During gameplay with an active bonus, real funds are spent first, then bonus funds.

9. Bonus cancellation and archiving

9.1. Any bonus can be canceled before the wagering requirements are met if desired. To do this, contact the online support service on the website or simply use the "Cancel" button in your account under the "Bonuses" section.

9.2. Please note that if a bonus is canceled, both the bonus itself and any winnings obtained while playing with it will be deducted from the account. Additionally, any wagers previously placed from the cash balance will not be refunded.

9.3. For example, if a player deposits 100 EUR and receives a 100 EUR bonus (total balance of 200 EUR) and then places five 10 EUR bets resulting in no wins, cancelling the bonus at this point would adjust the player's balances to 50 EUR cash balance and 0 EUR bonus balance, for a total of 50 EUR.

9.4. Any canceled bonuses and free spins, as well as bonuses and free spins that have expired, cannot be returned to the account.

• Could you please clarify whether you asked the casino's customer support to cancel your bonus before placing any bets, or whether you had already placed some bets while the bonus was active before asking for it to be removed?
• Am I correct in understanding that you subsequently continued playing with the remaining funds and eventually lost your entire balance through regular gameplay?

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