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I won bonus rounds and met all the rollover requirements... I had 10 reais left in bonus...

I ended up with 232 reais

Then, I deposited 5 reais and continued playing, ending up with 285 reais

The casino is saying that I can only withdraw 25, and all the money will be removed

My account shows that I have 0 in bonus and 285 available for withdrawal

Nevertheless, even after depositing 5 reais and winning 50, the casino won't let me withdraw even those 50

Ganhei rodadas bônus e cumpri todo o rollover... sobrou 10 reais de bônus...

Terminei com 232 reais

Depois, depositei 5 reais e continuei jogando, terminando com 285 reais

O cassino diz que só posso sacar 25, e todo o dinheiro será removido

Na minha conta diz que tenho 0 de bônus e 285 de valor disponível para saque

Mesmo assim, depois que depositei 5 reais ganhei 50, e o cassino não quer me.deixar sacar nem esses 50

Dear Jackanrick,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawals from the online casino.

To help us better understand and address your situation, could you please provide some additional information?

• Could you specify the exact date and time when you met the rollover requirements and had 232 reais?
• Have you received any emails or communication from the casino regarding the withdrawal limit or any other related issues? If so, could you forward any relevant communication along with your game history to petronela.k@casino.guru?
• Which exact bonus did you redeem and play?

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

On 2024-05-29 01:17:41 I spun one of the fortunes and won 50 reais. In my account my bonus balance became 0 and it appeared that I had 227.22 available balance

I tried to withdraw and the casino said I couldn't, that this was a bonus and I had to make 250 to withdraw 25.

I continued chatting with them saying it was a bonus and them repeating the same message until I gave up.

So on 2024-05-29 01:40:10 I deposited 5 reais to play with my own money, with the 5 deposit

I spun 3x 50 cents and won 30 2024-05-29 01:43:38

I continued playing and had several wins

The most expressive of 20 2024-05-29 01:50:26 and 56 2024-05-29 10:18:39

Now I have a balance of 336.85, and the casino won't let me withdraw the 110 I won with my 5 because it says it's all a bonus, that I have to withdraw 25 reais and the rest will disappear

In the attached image is the conversation that talks about the 25

No dia 2024-05-29 01:17:41 eu girei um dos fortunes e ganhei 50 reais. Na minha conta meu saldo de bônus virou 0 e apareceu que eu tinha 227,22 de saldo disponível

Tentei sacar e o cassino disse que não podia, que isso era bonus e eu deveria fazer 250 para sacar 25.

Continuei no chat com eles dizendo que era bônus e eles repetindo a mesma mensagem até eu desistir.

Então as 2024-05-29 01:40:10 eu depositei 5 reais para jogar com meu dinheiro próprio, com os 5 de depósito

Girei 3x de 50 centavos e ganhei 30 2024-05-29 01:43:38

Continuei jogando e tive vários ganhos

Os mais expressivos de 20 2024-05-29 01:50:26 e 56 2024-05-29 10:18:39

Agora estou com saldo de 336,85, e o cassino não deixa eu sacar os 110 que ganhei com meus 5 pois diz que é tudo bônus, que eu tenho que sacar 25 reais e o resto vai sumir

Na imagem anexa está a conversa que fala dos 25

Hi Jackanrick,

I require your game history in a format other than forwarded screenshots. I suggest requesting the complete game history directly from the casino. As you can imagine, if we were to receive game histories from all our users in screenshot form, it would consume significant time arranging the screenshots in chronological order.

Thank you for your understanding. 

Hello,

The casino did not provide me with the history in any other way

Olá,

O cassino não me forneceu o histórico de outra maneira

Hi Jackanrick,

Could you please confirm if this is the exact bonus you redeemed? According to the terms and conditions, the maximum cashout is R$50.

Our users who receive this test bonus will be able to withdraw no minimum R$25 and no maximum R$50.

Thank you.

Hello Petronela

Yes, but my complaint is that I deposited 5 reais to play at the casino, without bonus, and my money got mixed with the bonus

After depositing and playing, the casino's claim was that it was all a bonus, and I won 110 reais with the 5, they only allowed me to withdraw 25 claiming that the total amount was a bonus

Olá Petronela

Sim, mas minha reclamação é que eu depositei 5 reais para jogar no cassino, sem bônus, e meu dinheiro se misturou com o bônus

Após depositar e jogar, a alegação do cassino foi de que era tudo bônus, sendo que ganhei 110 reais com os 5, eles me permitiram sacar só 25 alegando que o valor total era bonus

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

Hello, Jackanrick,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Onwin365 Casino team,

Could you please explain the player's situation in more detail?

Is the casino able to substantiate its claims and decision to confiscate the user's winnings with relevant evidence? It would help if you could provide us with the game logs from the complainant's casino account, with all the important data.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello Jackanrick

We deeply regret any confusion generated on our website, please let us clarify what happened. When using our promocode and depositing the amount of R$5 to activate and the balance was R$5. After that, we saw that during your bets you lost the value and used a new promo code, and one of the rules necessary to cover it was to reach a value greater than 250 reais to make the withdrawal, but before reaching this value, you ended up losing.

We understand how this can be confusingly interpreted and would like to apologize for any misunderstandings. Our goal is to provide a transparent and enjoyable gaming experience for all of our users, and transparency is paramount in all of our communications.

If you have any questions or require additional clarification about our promotions or any other aspects of our services, our customer support team is on hand to assist you. You can contact us via our live chat at: https://www.onwin365.com/sportsbook/prelive/day

We hope this explanation has clarified the situation, and we apologize again for any confusion. We are here to help you with whatever you need.

Yours sincerely,

ONWIN365

Ola Jackanrick



Lamentamos profundamente qualquer confusão gerada em nosso website, nos deixe esclarecer o que ocorreu. Ao utilizar nosso promocode e depositar a quantia de R$5 para ativar e o saldo ficou no valor de R$5. Após isso, vimos que durante suas apostas você perdeu o valor e utilizou um novo promo code, e uma das regras necessárias para contemplá-lo era atingir um valor maior de 250 reais para realizar o saque, mas antes de atingir este valor, você acabou perdendo.

Entendemos como isso pode ser interpretado de forma confusa e gostaríamos de pedir desculpas por qualquer mal-entendido. Nosso objetivo é fornecer uma experiência de jogo transparente e agradável para todos os nossos usuários, e a transparência é fundamental em todas as nossas comunicações.

Se você tiver alguma dúvida ou precisar de esclarecimentos adicionais sobre nossas promoções ou quaisquer outros aspectos de nossos serviços, nossa equipe de suporte ao cliente está à disposição para ajudá-lo. Você pode entrar em contato conosco através do nosso chat ao vivo em: https://www.onwin365.com/sportsbook/prelive/day

Esperamos que esta explicação tenha esclarecido a situação, e pedimos desculpas novamente por qualquer confusão. Estamos aqui para ajudá-lo no que for necessário.

Atenciosamente, 

ONWIN365

This is not true.

Could you please show this in my game history?

I had a balance of more than 100 reais in bonus balance and I deposited 5 to bet real balance, in 3 spins of 50 cents I already won 50 in the fortune game

Then I continued, 3 when I added 100 in profit I tried to withdraw you said it was all bonus

When I complained, they gave me back my 5 reais, and only

Isso não é verdade.

Poderiam por favor mostrar isso em meu histórico de jogos?

Eu estava com um saldo de mais de 100 reais de saldo bônus e depositei 5 para apostar saldo real, em 3 giros de 50 centavos já ganhei 50 no jogo da fortuna

Depois continuei, 3 quando somei 100 de lucro tentei sacare vocês disseram que era tudo bônus

Quando reclamei, me devolveram meus 5 reais, e só

Hi jackanrick

First, I will reinforce with you the rules of this bonus.

To make a single withdrawal of R$25.00 it is necessary to earn R$250, after which the entire balance will be deleted.

Before you made the deposit of R$5 reais, the balance on the panel was R$227.22

After depositing R$5 reais you ended up with the amount of R$232.22

you continue playing, but you didn't make any winnings with the R$5.00 you deposited, the winnings that are on your panel all refer to the bonus. Therefore, you were unable to make the withdrawal you requested of R$ 285.00 on 05/29

After that, he tried again to withdraw R$340.00

And as stated in the bonus rule, you can only withdraw R$25.00 in which you made the withdrawal, withdrew the amount of 25 reais and the remainder was reported as stated in the rules.

Yours sincerely,

Onwin365 team.

Ola jackanrick

Primeiramente, irei reforçar com você as regras desse bônus.

Para realizar o saque único de R$25,00 é necessário atingir o ganho de R$250, após isso, todo o saldo será deletado.

Antes de você realizar o depósito de R$5 reais estava com o saldo no painel de R$227,22

após depositar R$5 reais você ficou com a quantia de R$232,22

você continua jogando, mas não obteve nenhum ganho com os R$5,00 que você depositou, os ganhos que estão no seu painel todos são referentes ao bônus. Por isso, você não conseguiu realizar o saque que solicitou de R$ 285,00 no dia 29/05

após isso tentou novamente um saque de R$340,00

E como consta na regra do bônus, você só consegue realizar o saque de R$25,00 na qual você realizou o saque, retirou a quantia de 25 reais e o restante foi delatado conforme consta nas regras. 

Atenciosamente,

Equipe Onwin365.

So do you mean to say that my 5 reais deposited became a bonus? Does not make sense.

After telling me that the bonus worked this way, I deposited 5 reais to play

How do you separate what is a balance and what is a bonus?

If I were to play with bonuses, I wouldn't need to deposit money, right?

Então vocês estão querendo dizer que meus 5 reais depositados viraram bônus? Não faz sentido.

Após me falarem que o bônus funcionava dessa maneira, eu depositei 5 reais para jogar

Como vocês fazem essa separação do que é saldo e o que é bônus?

Se fosse para jogar com bônus, eu não precisava depositar dinheiro certo?

The amount you deposited of 5 reais did not become a bonus, but added to the amount you earned through the bonus.

And as you had made 232.22 reais with the bonus, you could only withdraw the amount of R$25 reais when you reached 250 reais

The amount you deposited only helped to top up your balance up to the minimum amount needed to make the withdrawal.

But as stated in the bonus rules, you would only be able to withdraw R$25.00 as you withdraw and after that the rest would be deleted.

O valor que você depositou de 5 reais não virou bônus, mas juntou com a quantia ganha por você através do bônus.

E como você tinha feito 232,22 reais com o bônus, você só poderia sacar o valor de R$25 reais quando alcançar o 250 reais

O valor que você depositou apenas ajudou a completar o seu saldo até o valor mínimo necessário para realizar o saque. 

Mas como consta nas regras do bônus, você só conseguiria sacar R$25,00 conforme você sacou e após isso o restante seria deletado. 

Thank you both for your replies and additional information.

Dear jackanrick,

Do I understand correctly that you successfully withdrew R$25.00?

Dear Jackanrick,

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.

Good afternoon

Yes, after the casino's response saying that I would have to withdraw 25 to deactivate the bonus, I withdrew

The rule was if I made 250 with the bonus I would withdraw 25

After withdrawing, all the remaining 338 disappeared from the account, and not just the 250 as they said

Boa tarde

Sim, após a resposta do cassino dizendo que eu teria que sacar 25 para desativar o bônus, eu saquei

A regra era se eu fizesse 250 com o bônus sacava 25

Após saque, todos o resto de 338 sumiu da conta, e não somente os 250 conforme eles disseram

Hello Jackanrick

We are sorry if the rules have caused any confusion, we always try to make them as clear as possible to our customers.

But as stated in our terms and rules, after withdrawing R$25, no deposit will be required. The remaining balance will be automatically deleted.

Link to access rules and terms of use : https://www.onwin.com.br/bonuses/trial-bonus-10-brl

Yours sincerely,

ONWIN365

Ola Jackanrick

Lamentamos se as regras geraram algum tipo de confusão, tentamos sempre deixar o mais claro possível aos nossos clientes.

Mas como consta no nosso termo e regras, após realizar o saque de R$25 não será necessário nenhum depósito. O restante do saldo será automaticamente excluído. 

Link para o acesso a regras e termos de uso : https://www.onwin.com.br/bonuses/trial-bonus-10-brl

Atenciosamente,

ONWIN365

Thank you both for your replies.

Dear Jackanrick,

A few questions arose...

If it is clear you have to reach a balance of 250 BRL to be able to withdraw the maximum of 25 BRL from a no-deposit bonus, without a need to make any real money deposit, what was the reason you made the deposit at all?

Do I understand correctly that after you won 50 BRL, you tried to add your real money balance to those winnings to "turn all the bonus winnings into real money withdrawable balance"?

If you wanted to withdraw the maximum cashout from the bonus, you could have simply continued playing until reaching the 250 BRL balance and requested a withdrawal, and, if you wanted to play for real money, it was necessary to ask the casino for cancellation of the bonus and make a deposit.

In addition, looking at one of your screenshots (see below), at least one of the 50 BRL of your winnings (that you claimed they were won from your real money balance of 5 BRL) was won earlier than you made the real money deposit - since we can see that the balance was 227.22 BRL at the time the bet was made = at the time there was no real money in your account... To be honest, now I am really not sure what this all is about.

Hello Branislav

When I requested the first withdrawal my balance was 227.22.

The support said I couldn't withdraw anything as I needed 250 to withdraw 25.

I tried to reach 250 and it wasn't possible

That's when I thought it was better to bet with real money, since I was in luck, if I won more I would withdraw all the money, whereas if I won with a bonus I could only withdraw 25

Every betting house has a separation of real balance and bonus, and when depositing money I could play with my real money and not bonuses

I deposited 5 reais to bet real money, and I kept betting and winning until when I went to withdraw I noticed that everything was as a bonus, and I could only withdraw 25 reais.

The complaint is this

Even my money, and winnings related to my money, are being treated by the casino as a bonus

Olá Branislav

Quando eu solicitei o primeiro saque meu saldo era de 227,22.

O suporte disse que eu não podia sacar nada, pois precisava de 250 para sacar 25.

Tentei chegar em 250 e não dava

Foi aí que pensei que era melhor apostar com dinheiro real, já que estava com sorte, se eu ganhasse mais eu sacaria todo o dinheiro, sendo que se eu ganhasse com bônus poderia sacar só 25

Toda casa de aposta tem a separação do saldo real e do bônus, e ao depositar dinheiro poderia jogar com meu dinheiro real e não bônus

Depositei 5 reais para apostar dinheiro de verdade, e fui apostando e ganhando até que quando fui sacar notei que estava tudo como bônus, e só poderia retirar 25

A reclamação é essa

Mesmo meu dinheiro, e os ganhos relacionados ao meu dinheiro, estão sendo tratados pelo cassino como bônus

Alright, Jackanrick. Thank you for the clarification.

Dear Onwin365 Team,

Can you please provide me with the user's game logs (and bonus/transactions history if it is not clearly visible in game logs)?

Can you also provide me with the information on how it works when a player makes a real money deposit on top of a bonus balance?

Why is it allowed and how are the bonus and real money balance separated? Is it like in other online casinos, that players play with a real money balance, and they are allowed to play with a bonus balance only after losing a real money balance?

Feel free to use my email (branislav.b@casino.guru).

Hello

What happens next, as the customer requested the bonus and was playing with the bonus, and before completing the rollover he made a deposit of 5 reais, the money was automatically placed along with the bonus. If he wanted to use only the money he deposited, without using the bonus, he would have to request the deletion of the bonus, but this would result in the deletion of the balance he made using the bonus.

So, it is not possible to separate the real money from the bonus money, since he started using the bonus first. All this information and doubts are also clarified in our live support, where we provide all necessary assistance.

Follows the user history.

Ola

O que acontece e o seguindo, como o cliente solicitou o bônus e estava jogando com o bônus, e antes de completar o rollover ele realizou um depósito de 5 reais, o dinheiro foi colocado automaticamente junto com o bônus. Caso ele quisesse utilizar apenas o dinheiro que ele depositou, sem usar o bônus, teria que solicitar a exclusão do bônus, mas isso acarretaria a exclusão do saldo feito por ele utilizando o bônus.

Então, não dá pra separar o dinheiro real do de bônus, sendo que ele começou a usar o bônus primeiramente. Todas essas informações e dúvidas são esclarecidas no nosso suporte ao vivo também, onde damos toda assistência necessária. 

Segue o historico do usuario.

Dear Onwin365 Team,

Thank you for your email and further information.

However, what exactly should your screenshots prove? I can see there is a maximum balance of something around 7 BRL, and some bets made significant time after the 5 BRL deposit should have been made, and after all important events happened. The casino has not even provided the information or proof of when exactly the deposit was made...

As a reaction to the email I received from a casino representative today - what is all the history you allegedly already shown to us, please? Can you show me where/when exactly you shared all the necessary history with us, confirming all your claims?

Thank you very much for your opinion, but the case is basically extended (not a little but significantly extended) due to insufficient evidence, which I requested from the casino a month ago. Until now, I was not provided with relevant details/data/evidence to fully review the case and all the important events on our side.

So, since it is not possible to see all the details we would need to review in your screenshots, again - can you please provide me with the user's game logs (and bonus/transactions history if it is not clearly visible in game logs)? If it was not completely clear until now, I meant it like the complete game logs and bonus/transaction history.

Once it is provided, I will be glad to explain it to the player and close/reject the case. If I overlooked something, of course, feel free to correct me.

Thank you for understanding. Looking forward to hearing from you.

Hello CasinoGuru

Below is a file with all the customer's history in games and also deposits and use of bonuses.

Below are the attached photos, the video made of the panel and the file I could not attach here, I will send it to your email ( branislav.b@casino.guru)

In the first part, you can see your balance, deposits, withdrawals, differences and bonuses

At the bottom, you can see all the movements during the game and the bonus used by the client.

I hope the situation has been clarified and we are happy to provide any further information you may require.

Sincerely,

ONWIN365 Team

Ola CassinoGuru

Segue abaixo arquivo com todo histórico do cliente em jogos e também de depósitos e uso de bônus.

Segue abaixo as fotos anexadas, o video feito do painel e o arquivo nao consegui anexar aqui, estarei enviando para seu email (branislav.b@casino.guru)

Na primeira parte, você consegue visualizar o saldo, depósitos, saques, diferenças e bônus

Na parte de baixo, você encontra todas as movimentações durantes as jogadas e o bônus utilizado pelo cliente.

Espero que a situação seja esclarecida, estamos à disposição para qualquer mais informações que desejar. 

Atenciosamente,

Equipe ONWIN365

Thank you for your email and supporting data, as well as for your cooperation during the complaint resolution process, Onwin365 Casino Team.

Although I was not provided with exactly what I asked for, the situation was clarified enough, and the provided details were enough to understand the situation completely.

Dear Jackanrick,

Unfortunately, after gathering all the necessary information, we are closing this complaint as unjustified for the following reasons:

• Although you deposited 5 BRL to your available balance (which was not required at all), it only caused "mixed funds", which means (based on industry standards in such situations) that the vast majority of your disputed winnings were bonus balance/winnings and the bonus rules and conditions were still applied to the balance, because not all bonus conditions were met at that point
• Your 5 BRL did not become a bonus, however, since there was an active bonus and your 5 BRL was deposited on top of bonus winnings, it could have only basically helped you to meet the bonus condition to reach a balance of 250 BRL, to withdraw the maximum cashout of 25 BRL from the bonus - I would say that it should have been increased to 30 since 5 BRL was real money balance, but it will be explained below, you received them back later
• Even if your last winnings would have been accumulated with your last 5 BRL since the bonus was still active (not fulfilled bonus conditions), your winnings were credited to the available balance/bonus winnings, as common while playing with an active bonus; players usually play with a real money balance and are allowed to play with bonus funds only after real money balance reaches zero, while winnings are credited to bonus balance/winnings until the bonus requirements are completely met, so, your 5 BRL was spent by playing and winnings left in available balance mixed with your bonus winnings
• If you wanted to play with real money, you should have cancelled the bonus (and winnings) or asked the casino's Customer Support to do it and continue playing with only your real money 5 BRL, or, at least you should have asked the casino's for more information on how it works, instead of "solving" the situation on your own
• The 25 BRL was successfully withdrawn and the casino even returned your 5 BRL to your balance, which we consider the best action on the casino's side after all
• Also, the returned 5 BRL was later lost by playing, and there is nothing to solve anymore

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru