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I was playing a loyalty cash reward, I made a deposit double the amount of the cash reward. I played a while getting my balance up to around $300, my balance dropped to around $40, I checked the available amount that I could withdraw and the locked amount there was 0$ that were unavailable to withdraw or locked. So at this point I could withdraw $40, I didn't play for a couple of hours, then decided to play another game. Here I won .08 Bitcoin or $1500 USD, I attempted the cash out and was denied the full amount, due to the cash reward, I feel like the cash deposit should supercede the loyalty reward or they should have warned me about the reward potentially cancelling out my deposit. I did the right thing by depositing and took proper steps to insure I was not risking a possible loss off winnings. They let me keep 20 of my 80 mtbc. I've made many deposits never cashing out, surely they can honor my winnings as I have honored my losses.

Dear cmccom13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely and create a proper timeline of events.

• When did you receive the loyalty bonus?
• Have you completed the wagering of your loyalty bonus?
• Have you deposited any funds into your casino account while having the loyalty bonus active?
• Do I understand correctly that your withdrawal was approved for 20 mBTC?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

1:30 ish pm. on March 10, 2023. I did not see any wagering requirements. For me a 40x roll over would be expected. Then after the roll over the balance would shift to the minimum pay out, from there you can with draw or gamble. I would say that I definitely cleared the typical 40 x requirements of most casinos. You see I made a deposit and was waiting and the loyalty cash reward popped up on the screen so I clicked it really not thinking much of beyond a roll over requirement, which I did check to see the cashable balance at one point, there were zero locked funds and like a hundred bucks cashable. The confiscated a .06 Bitcoin and left me a .02 Bitcoin which translates into 20mtbc

I would like to correct the amounts I had 4 mtbc left when they made by balance 20. Another thing I recently experienced was when I played some free spins and deposited while having very little bonus balance left, It happens, basically my deposit can be forfeited because of a dollar in bonus funds?

It is a bit confusing, cmccom13. Could you please forward your game history to petronela.k@casio.guru so we can establish the exact timeline of events? Thank you very much in advance.

To sum up, could you please confirm the following?:

• Friday Loyalty Bonus (NDB) was activated on 9.3.2023
• Wager was completed

Terms related to Friday Loyalty Bonus (here):

BONUS TERMS AND CONDITIONS

NO DEPOSIT BONUSES TERMS AND CONDITIONS

The maximum winnings that will be paid out resulting from a bonus or free spins that you've gotten from us for free, without any deposit being required (eg. the 20 free spins upon registration, Weekly Free Spins Drops, Second Chance Spins, Friday Loyalty Bonus (exception VIP players who have specifically been set on a VIP Cashback Deal as part of their Friday Loyalty Bonus)) will be 100 EUR/USD/CAD/AUD/NZD/USDT, 200 BRL, 1,000 NOK, 0.757 BCH, 1.199 LTC, 0.059 ETH, 1,250 DOGE, 10,000 JPY, 400 PLN, or 6,000 RUB. In regards to BTC players, the maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be 4.04 mBTC. Any winnings exceeding this amount will be forfeited.

• Deposit of 1.56mBTC was placed on 10.3.2023
• Withdrawal of 80.00mBTC cancelled
• Subsequently, the withdrawal of 20.00mBTC process.

Could you please advise what bonus was activated on 10.3.2023?

The email given to send transcripts is not working

Actually that bonus has expired, I understand the bonus rules, The point I'm trying to make is the fact that I had no intention of using a bonus, only to play with my cash deposit. Therefore I would have won the .08 Bitcoin regardless. The fact that the bonus popped up is a witty deception. If anything it should have been treated as a deposit bonus with a 40 x play through. I deposited .001 Bitcoin and the bonus was 47% of my deposit, I checked the status of the bonus and it was completed and all of my balance was cashable. At one point my balance was down below the 100$ limit. So when you've played the bonus through you have the option to cash out or continue playing, My thoughts are that the bonus should not have been allowed on top of a deposit, it doesn't make sense. Bottom line is, I have fulfilled all requirements to keep my winnings in full, thank you guys for reviewing my claim, I hope that this Casino will honor my loyalty and not be so petty as to confiscate my rare win.

The bonus in question 17-3-2023 was not played it simply expired, they list all the potential rewards on this list whether playing or not, as you see the 20 mtbc cash out was unaffected, also you cannot play two bonuses at once. The bonus I had was a .00047 which had a wager done status

The maximum winnings that will be paid out resulting from a bonus or free spins that you've gotten from us for free, without any deposit being.

I copied this from the bonus terms and conditions, see the problem with these term is they cannot legally or logically apply to the loyalty cash reward, the title in and of itself is saying that this cash reward came at a cost, loyalty cannot be achieved if you have not lost money, so this contract is moot,

Still, you didn't answer my question from the previous comment. Could you please advise if you received any winnings? The maximum cashout from Friday Loyalty Bonus is displayed as 4.04 mBTC fro BTC players. Have you received this money, please?

I received the 4.04 and had the option to cash it out or to continue playing, they decided to confiscate .06 Bitcoin. Which is 60 mtbc, out of 80. In the transactions list you can see where the bonus stops, it was at this point where I can take my 4 mtbc or carry on I carried on.

I would like to add that the casino has safe guards against any potential confusion that might take place, one is the cashable and locked by bonus categories that are under the cashout button. Another is each bet is logged and labeled (bonus) or simply not labeled after such point that the wagering requirements have been met. If these are inaccurate then why do they exist? I checked the status of my balance when it was at 4 mbtc and it was fully wagered according to the safeguards put in place by bitstarz, This is an error on the casino, If not an error then it is a blatant deception, which is the battle you guys are fighting. thanks again guys I really appreciate what you do.

I received 20 mtbc, out of 84 mtbc

Thank you very much, cmccom13, for providing all the necessary information. My apology for the delayed response. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello cmccom13,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hi guys,

There's a lot of info here so please forgive me if I didn't get it right.

Now, the player received a Friday Loyalty Bonus, which he activated. The bonuses are not just added to the balance, but they have to be activated by the player first. He managed to wager the amount (it didn't expire as mentioned somewhere in the text above), and as already pointed out here, the winnings from the Friday Loyalty Bonus is bound by the max cash out rule.

Here's what I see.

1. You got a Friday Loyalty Bonus on the 10th of March, at the point of activating the bonus you had no other funds in your account.
2. While you're using your Friday Loyalty Bonus and you're about 15 mins away from meeting the wagering requirement, you proceed to make a deposit.

The only reason why you would make a deposit whilst you have a bonus active is trying to mask the fact that you won from a bonus, in an attempt to get all money out and avoid the cap. If you're playing with a bonus and thus have funds in your account, and you're so close to meet the wagering, why do you make a deposit otherwise?

Regardless of intent, it doesn't change the fact that you won from a Friday Loyalty Bonus which is bound by the max withdrawal rule.

If any doubts, I can provide time stamps of the above.

Olle

Here is the exact time I decided to deposit the money onto bitstarz. 13:24 moments before I clicked

the cash reward. Proof of the bonus start is shown here

It usually takes a few minutes for the deposit to go through. I refreshed the screen as I always do. When the screen refreshed the cash reward popped up, the rationalization in my mind was that I could roll it over if I got lucky. I never intended to deceive the casino, this is an irrational way of thinking.

As you can see I completed the roll over at 13:52, 27 minutes after I deposited, 27 minutes after the start of the bonus.

You can see the (bonus) tag ending from one bet to the next.

A. B.

Above on the left, is an example of an unused bonus, it has an issue date. That doesn't mean I activated it on the issue date. To the right has some info about the Friday loyalty cash reward.

There are safe guards in place so that a player can check their status, to prevent any misunderstandings. One is the (bonus) lable on the list of bets, the other one is on the cash out page, there will be cashable balance and balance locked by bonus. I checked the status a couple of times, the balance was cashable long before I attempted to cash. I might add that any deposited funds are spent first if there are bonus funds, so the (bonus) technically had no hand in the win, nor did the bonus play any part in the decision to make a deposit.

C. D.

This is page 199 time stamp is 21:38 a full 8 hours after the bonus which started on page 241, that's 42 pages with 50 bets per page, by this time I had wagered my way up to 20 mbtc, back down to 4 mbtc. I was going to cash out at 20 mbtc but continued playing my way down to 4 mbtc, I took a break for a few hours and decided to play again. I won the money at 21:38 and attempted to cash out at 21:52, so this notion that I tried to deceive the casino by depositing after a substantial win is false.

E.

As you can see here my cash app deposit matches the bitstars bitcoin address. address. This summary is to prove my intention was never to to take advantage of Bitstarz, I do feel I was mis lead by the casinos description of the bonus. .47 mbtc is a suitable cash reward for my loyalty. I would ask Olle to reconsider in light of my evidence and genuine testimony. I will remain a loyal player and will definitely look deeper what I'm clicking. Thank you all for hearing my side, have a blessed day.

Carey

The missing images will be in the next message.

A.

C.

Hi there,

So, again, as I mentioned above.

You were wagering your bonus (but you hadn't completed the wagering yet), and you proceeded to make a deposit on top of the bonus. This for me is an attempt to mask the winnings from the bonus so you don't have to comply with the max cash out rule. Again, there's no reason to make a deposit when you're already playing, with a bonus.

Sadly there's nothing we can do on the BitStarz end about this, the bonus is still bound by the max cash out term, and I don't see us having done anything wrong here.

@casinoguru?

Olle

Olle, with all due respect, here is the proof that is undeniable, you can see with your own eyes that I made a deposit two minutes before I accepted the loyalty cash reward, which I accepted because I earned it, yet you still claim that I'm am a liar, you are telling me that I set out to deceive even though I've shown you that what you are saying is wrong.

Here is an excerpt from casino guru:

What casinos should and shouldn't do

Let's take a look at what casinos should and shouldn't do. This is a complex topic as we believe most of the responsibilities should be on the side of casinos in online gambling, and players shouldn't have to painstakingly watch everything they do just so that they don't make a mistake on accident.

I think the bonus should have been erased the moment a deposit was entered, A bonus should not be allowed on top of a deposit, furthermore, bitstarz should not tell players their balance is cashable when it is not, there is no question that I am the one who has been deceived, but I digress.

I deposited at 6:24 standard eastern time, as shown, I spun my first bonus spin at 6:26, a full 2 minutes after the deposit, bitstars has my deposit time at 6:26, so it is impossible that I had won anything my first few spins won nothing. The only fair way to handle this is to look at the transactions and see what the balance was at the time of the deposit.

Bitstarz claims that the cash deposits take precedence over the bonus funds, the bonus was .47 I deposited 1.5, let's say for simplicity I had 2 mtbc of bonus balance and 1.5 of deposit funds, for the deposited funds to be depleted after the balance was 3.5 mbtc the balance would have had to drop to the 2 mbtc. If you guys can prove this is the case then I will side with Bitstarz decision. It's fair and written in the rules as such.

I have proved my case through admisable documents. The representative from Bitstarz has presented only his opinion of what was going through my mind. This is inadmissible in every courthouse in the world. There is no way you can know what my I intensions were, even if you did, you have no proof supporting your claim. I rest my case.

Hi again,

We have all evidence that supports that you made a deposit at the time when you had the Friday Bonus active, and this is an attempt to cover up the fact that you had a bonus, in order to circumnavigate the max cash out rule. There's no reason for you to make a deposit at the time you have an active bonus, especially when you're close to meeting the wagering requirement.

Below is an image of you getting the Friday Bonus bonus at 03:44 Platform Time (I believe it's UTC).

Then you proceed to play, and here you can see, notice the time stamps to the right where you're making bets with your Friday Loyalty Bonus.

Here's you making a deposit at 18:33 Platform Time (whilst the bonus above is still active and you're close to complete the wagering).

If you cross reference the deposit time with the time stamps on the game history above, you can clearly see you made a deposit whilst playing with the bonus, in an attempt to mask the fact that you had a bonus. Thus, our decision was made correctly.

Olle

Average deposit time is 2-3 minutes, these documents are not legible. It seems to me that the bitstarz rep is calling my character into question. Saying that I attempted to mask the bonus. Let the evidence speak for its self, ignore this man's opinion. Facts have been presented, it shows that the only person trying to mask anything is bitstarz, by disguising a bonus by calling it a loyalty cash reward. The they put out safe guards that are supposed to help players keep track of their funds, instead they only cause confusion. Then to top it off they are using a hypothetical concept to make me look like a bad person. Bitstarz has failed to state a cause of action against me, my cause of action is thoroughly documented, I've broken no rules,

Hi CasinoGuru,

I believe we've acted correctly. It's time for you to have a look at the evidence above.

Olle

Have you even read anything I've written? Have you looked at my evidence? My evidence is at least read able. I can't even see your evidence, it is no good.

Olle,

I have proved that I deposited, before accepting the cash reward. You are attempting to deceive the arbitration. You are submitting evidence that is based on the blockchains final confirmation. The timestamps are not in line with reality. Players balance has actual cash value at no more than 5 minutes after the deposit has been sent from my wallet.

I cannot stop a transaction once it starts, you know this, your opinion of me is a show, only a narcissist can look at the truth and deny it. Your attempts to make me look like a con artist and present evidence that is inadequate is low, shame on you sir.

Hello Olle and cmccom13.

Olle, could you please send me the full game log? (matej@casino.guru)

cmccom13: Important in this case is to determine how much you won from Friday Loyalty Bonus and what happened with the balance after that.

When you saw the available amount that you could withdraw and the locked amount maybe your winnings from the bonus weren't high enough to reach a max cashout limit and that's why you saw zero.

Matej,

Thank you for your involvement. I checked the cashable balance at 4 mtbc, after dropping from 20 mbtc, at this time all 4 mbtc was cashable, I thought everything was good, I'm sure that if I had requested a cash out bitstarz would have cashed all 4 mbtc. Later on I played again and won.

They do have two categories, cashable balance and locked balance, the 80 mbtc was all cashable, also in the bets ledger a (bonus) label identifies bonus bets, I made close to 2,000 bets that were not labeled (bonus)

Hi Matej,

Sure, I'll pass that over to you 🙂

Olle

Dear cmccom13, I can share the information from the casino only if the casino allows it.

I sent some additional questions to Olle via email.

Hi Matej,

I will have a look 🙂

Olle

Thanks Matej, Olle thank you guys for your time.

Dear cmccom13.

I checked the logs and did some math.

From the log is clear that winnings were from bonus money; however, if we consider that the times are wrong and your deposit will be in play, following the logic of "real money first" (confirmed by Olle), you lost all real balance before you got your higher winnings. Therefore I believe that the winnings cap from the casino was correct. (even when I used your times for deposits)

I checked all the safeguards that bitstarz has put in place to make sure this didn't happen. I would have canceled the bonus if I knew the safeguards were unreliable. Or would have talked to support, regardless of what the transcripts say, it was perpetuated by the false reports I got from bitstarz.

According to Casino gurus belief system, the player should not be penalized for the casinos lack of due diligence, I believe that the bonus terms and conditions exist to protect the casino from players that don't deposit. My deposits far out weigh my bonuses.

I know that the bonus was there but I would have hit regardless of the bonus, because I would have deposited again at that time, if I had no funds.

For a player that has made as many deposits as I have, to be treated this way is not right. It was a 10 dollar bonus, disguised as a cash prize. I think it's petty.

It's what we do as people that define us, it's not the companies and policies we hide behind. At some point we should consider these things. I did my due diligence by checking the state of my balance, I was told a lie and made decisions according to the lie. Bitstarz needs to fix this. They are violating their own terms and conditions with the false information.

Dear cmccom13,

I really would like to help you, but there is a difference between your story and the game logs. Usually, if this situation happens, the game logs are considered correct.

Even when I checked your story and did the math, if you won from real money or bonus money, it was clear that you lost all real money before you won a big winning and build up your balance. The casino still acted correctly when they capped the winnings.

I know that the bonus was there but I would have hit regardless of the bonus, because I would have deposited again at that time, if I had no funds.

I cannot build a case based on the assumption that if you did not get the bonus, you would win with a hypothetical real money deposit.

I am very sorry, but we must reject your case.

What logs are you speaking of? I ve shown evidence that matches my story perfectly. Not only that I've shown where the casino puts forth contradictory information which is in violation of the very principle by which casino guru exist.

So you are telling me that the logs are not matching up? If this is the case, WE HAVE TWO PROBLEMS,

1. Information regarding the balance is shown to the player inaccurately on both the cash out page as well as the bet logs.

2. The casino has two different sets of information , one for the player, another one that is secret and just so happens to be different than what the players have.

There is no better case than this, that i read. This case is the essence of what Casino Guru is made of. I've even got testimony from Bitstarz support telling me I'm right.

Dear cmccom13,

I checked the entire log, and this is the conclusion:

Based on the log: You took a bonus and made a deposit, as Olle wrote before the wagering was complete.

In this situation, the max cashout policy should apply.

I also checked your times and calculated what if you deposited precisely in the time when you are saying.

So, in this case, you will have a real balance which is used first and then bonus money which works as a second chance (it is written even in the bonus description)

In this case, you lost all the real money balance and later won from bonus money. So because winnings originated from bonus money, the max cashout policy should apply.

Regarding your screenshots, different times may be caused by your device's time settings. (inaccurate time, different time zone)

This picture illustrates how the slots work:

As you can see, the game provider keeps an eye on the results and logs. For the casino is extremely complicated to forge the game logs, and no casino would risk it for $1500.

So I am sorry, but I can't do more for you in this situation. We believe that the casino is right in this case. If you believe that our decision is wrong, feel free to contact the casino's regulator.

Is Casino Guru a non profit organization?

We believe online gambling should be fair. While this also requires players to act fairly and without malicious intent, it is mostly the casino's responsibility to make sure gambling remains fair and safe for players.

Hi there Carey,

As always, I truly appreciate your loyalty. To show it in more ways than words, here's a Friday Loyalty Reward :)

Just login and activate it via the bonus section :)

Hurry, you only have 5 days to claim and play!

Have a great weekend,

Nick

Head of Casinonick@bitstarz.com





We hope that you have found this message useful and informative. However, if you would prefer not to receive future promotional emails from BitStarz.com, then you can opt-out by clicking unsubscribe.

I guess my loyalty is not enough to keep me from being called a liar and bonus chaser.

You know I used to only go to ignition casino, spent thousands last year. I quit going because it quit hitting.

My bitstarz account is several years old, I've used it from time to time, my main spot was ignition, I like the bitstarz platform, the game selection is good and the games load quick.

You guys are painting me as a bonus junkie, Bonus junkies are the only reason online casinos must have these regulations. To protect it from millions of potential parasites. Real casino's don't have any bonus regulations.

My question now is, does having a bonus make the potential of hitting go up? If this is the case then that would explain the bs regulations. Are bonuses intended to get people hooked on the rush of a big hit?

Dear cmccom13,

I see that everything I wrote to you ignores - so one last time I will explain the situation to you.

Here I asked Olle to send me the full logs: (which he did), and as I wrote to you, I can pass them to you only if Olle agrees. However, you can ask the casino support to send you the logs.

From log:

9.3.2023, you stopped playing, and your balance was almost zero.

10.3.2023 (from logs), you started to play by activating the no-deposit bonus. (3/10/2023 6:26:32 PM)

3/10/2023 6:33:41 PM is the time and date when your deposit appeared on your account.

Because real money is used first in several subsequent bets, you lost your real balance and then continued to play with bonus balance which had a limit on winnings.

Because you insist that you deposited before you took a bonus. If the real money deposit happened at exactly 6:24 PM (from your screenshot), you waited 2 minutes, activated a bonus, and started to play. Again real money is used first, and in this case, you lost your real money deposit in just a few rounds and continued to play bonus balance which had a limit on winnings.

Regarding your evidence:

Pictures with game rounds - missing date - it is very weak proof. (screenshots could be from any game session)

Picture before you pressed the button - it is not proof because you may or may not continue.

The only good evidence is the picture with the withdrawal, but transaction hash/ID would be much better evidence.

So, even when you deposited before you started to play with the bonus, the real money deposit was lost, and therefore the casino is right when they cap your winnings.

Dear cmccom13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'm preparing a response

Take your time. We will wait.

Well I wrote out every bet from the time of deposit and bonus, I even gave the casino the edge and it still works out in my favor. I would take the time to type it out bet for bet filling up several chat boxes.

When I was a child, I learned about what Jesus would do in certain situations, in this particular situation he teaches us to let go of what has been taken. I finally figured out why.

Not only was I stolen from and accused of being a con artist. I have spent many hours in this dispute, proving only how foolish I am. My time is very precious, priceless even.

I'll tell you what, I'll make a bet with you guys, double or nothing. I'm a song writer, my band is called Monohystereo. Together we have over 200 songs. I'll bet double or nothing that I can send you two songs that everyone at Bitstarz and Casino guru will fall on love with. Original songs. You guys will probably want to create a slots game called Monohystereo after hearing them.

Here's where I'm at with it, at ignition casino I make many deposits and while I'm waiting on my deposit to get there I will use a cash back bonus, something that is acquired through being a loyal patron. Same concept, I've never had problems with them cashing me out, So not only am I a solid customer that deposits regularly, when you look at the facts of the matter, based on the math my deposit carries it's own weight, I'm the one being stolen from but I'm being treated like a theif. It's in casino gurus own words the the player should not have to be penalized for a casino error.

Dear cmccom13,

Your complaint is about one deposit which you believe you made at a different time than the casino has in the log.

As proof, you sent a screenshot showing the time you made the deposit.

As I explained, I used this time and calculated, based on the bets in a log from the casino, what would happen if the deposit happened when you believe it happened.

Based on my calculations, the situation would be the same. Please understand that you lost almost all your money when you hit a lucky spin and won. At that moment, you had only a bonus balance in your account; therefore, bonus rules apply. 

I understand that you might be frustrated about it, but there are always lucky players who won big amounts after a little time and some unlucky who didn't win at all. In your case, you had luck and unluck at the same time. When you finally won, it was from a bonus. However, that's life, and I can't do anything with that. 

You can write a song, contact Obama or go to TV and still you won from a bonus, and that's a fact.

I am sorry, but I can't help you more in this case.

If you want, you can contact the casino's regulator, but it will be wasting your and their time.

This is a bold face lie and you know it, my balance never fell below 4 mbtc, it would have needed to fall below a .47 mbtc, to deplete my cash balance, this is not the case sir, double check your work, I checked the cashout available balance at 4 mbtc and it was 4 mbtc, that is all one needs to see in order to make the distinction between cashable funds and funds locked by bonus. The casino could easily fix this misconception, it is their responsibility to credible information available to the player, so a player can avoid these situations. I don't know who you are but if you represent casino guru then you should read the information guru has set forth as their belief system

You haven't helped at all, you have only catered to bitstarz bogus info. Info that is secret I might add, This is not a fair and just review, this is a very simple case to judge.

I am limited to working with the data that has been provided to me, and unfortunately, I have exhausted all available options. After reviewing both the casino and your scenarios, I have provided you with my findings and advised you on what to do if you are unsatisfied. If you choose to file a complaint with the regulator, I am willing to assist you in any way I can. However, it is important to understand that I cannot help if you claim that all the information from the casino is fake and they are attempting to cheat you. Additionally, the evidence you have provided, such as a few screenshots, is not sufficient proof to support your claim. (deposit screenshot - but I calculated with this time anyway) 

Regarding the 4 mbtc:

From log:

9.3.2023, you stopped playing, and your balance was almost zero.

10.3.2023 (from logs), you started to play by activating the no-deposit bonus. (3/10/2023 6:26:32 PM)

3/10/2023 6:33:41 PM is the time and date when your deposit appeared on your account.

Because real money is used first in several subsequent bets, you lost your real balance and then continued to play with bonus balance which had a limit on winnings.

Because you insist that you deposited before you took a bonus. If the real money deposit happened at exactly 6:24 PM (from your screenshot), you waited 2 minutes, activated a bonus, and started to play. Again real money is used first, and in this case, you lost your real money deposit in just a few rounds and continued to play bonus balance which had a limit on winnings.

You had 4 mbtc on your account I am not denying it - and yes this money you could saw as cashable funds however you won this money from a bonus with max cash out rule on it. Therefore the casino capped your winnings.

I understand how are you feeling, we were trying to help you, and I am sad that you don't see it.

So, I am sorry, I truly did everything in my power to help you, but right now I am out of the options and must reject your case. 

Please let me know if you need my help to submit your complaint to the casino's regulator.

Ok thanks for your offer, but I still feel like you are missing the point that I am only making based on Casino Gurus belief that the casino should be responsible for their false information that would decieve the player. I DID MY DUE DILIGENCE! I checked the cashable balance before taking a few hour break, and it stated clearly that I had 4 mbtc of cashable funds. Nothing in the locked by bonus category. If this had not been so I would have asked the live chat what I need to do. Instead I felt confident that the information was good, and based on this information I made the wrong decision. It is very simple sir, it is their false info that is the problem. I would have cash out the 4 mbtc obviously had I the funds been in the correct category.

March 9th has nothing to do with the 10th, when I accepted the cash reward was on the 10th. here is one deception, you see the exact moment the bets went from bonus to non bonus bets.

This screen is were I checked to see if my funds were locked by a bonus, they were not. Wish I had a photo of it but I didn't think I'd get robbed either.

Hello cmccom13,

I want to clarify that I am not referring to any events on March 9. I'm simply noting that your gameplay started on March 10 with no carryover balance from previous days.

Based on the details you provided, your actions align with my previous explanation.

Regarding March 10, you activated a bonus and made a deposit. It doesn't matter whether or not the deposit occurred during the time listed in the log or on your screen. At one point, your balance (only the bonus balance at the time because real money is used first) was almost depleted during your gameplay. I am confident that at that time, you had only bonus balance left. However, you then obtained major winnings and rebuilt your balance, with the source being the bonus that came with a maximum winnings rule.

The screenshot you shared depicts wagering, not the maximum winnings rule. Exaclty as you posted, after you finished wagering the bonus switched from bonus to real money, and you were able to withdrew. And when you did, the casino allowed you to withdrew the maximum possible withdrawal from that bonus, which was absolutly right. I can only hope that in the future casinos introduce some feature which informes the player when reaches the maximum threshold for a withdrawal, but now it is not a standard and as far as I know nobody has it.

Actually yes, some casinos have it where after the bonus is rolled over it will automatically remove anything beyond what you are allowed to cash out, usually it's 100 bucks. Especially if no deposit was ever made, this is completely understandable. From this point you can cash out or keep playing without any bonus restrictions.

In my case, had I known, when my balance was 4 mbtc I would have cashed out and re deposited. It's a no brainier, why would I continue to play with my own money when there was still potential for a bonus capp? It makes no sense.

I am obviously a paying customer, I don't appreciate being labeled a bonus abuser, this notion is ridiculous, it's slander. All of these logical points I'm making are irrefutable, anyone with even a little bit of logic and righteous understanding will agree, I think that this is a battle that Casino Guru has an obligation to fight for the greater good. This type of case is what defines Casino Guru as an uninterested third party.

I have read through the countless cases posted here, this one is the best yet, it's one that Casino Guru must win.